International shipping FAQ
Registration Process
• Do I have to register an account before make any purchase?
• Do I have to pay for registration fees as a user?
• How to register as a Popular Online User?
Option 1: Registration Process
Step 1: Insert your email address and password (* password must be at least 8 digit and above, combination of alphabets and numbers.)
Step 2: Confirm password
Step 3: “Agree" by click on the “tick box”
Step 4: Click "SIGN UP" to complete the registration process
Option 2: Registration with FACEBOOK account
Step 1: Click the “Login with Facebook”
Step 2: Log in your FACEBOOK account
Purchase Process
• How can I Purchase Product?
Step 3.2: Click "Shopping Cart" Button
Step 3.3: Shopping Cart Page
Note 2: To delete a product, click "X". To change the purchase quantity, enter the number on the space and click "Update Shopping Cart"
Note 3: Enter your shipping ZIP Code and click "Estimate"
Note 4: Delivery Fees / Postage Fees
Note 5: Click "Checkout" to enter the Checkout page
Step 3.4: Checkout Page
Note 2: Choose the delivery method
Option 2: [Store Pick Up], Choose your nearest public bookstore shops
Note4: Estimated delivery time and fees
Note 6: If you have any (Promotion Code), Please enter it in this field and click “Use” to enjoy its offer
※Each order is applicable with one coupon code only.
Should any problem occurred while using the coupon code, please contact our customer services via email or contact us at TEL: 603-8961-0048/603-8961-0131
Note 7: Select the payment method and information
Note 8: Confirm the order information, tick "I have read ..." and click "Submit Order" to complete the order
Step 3.5: We will process your order as quickly as possible
※Please take note on your “order number”, to let you check on your order status at any time.
• How can I track my order?
※Reminder: To check your order status, kindly log-in to your account.
Popular Member Card
• Can I use Singapore Popular Member Card at POPULAR Online Malaysia?
• What are the benefits of Singapore Popular Member Card at Popular Online Malaysia.
Popular Malaysia Membership card privilege as follow:
• 20%* discount on Popular Choice, Popular Recommendation Titles and selected member promotion.
※All member price as indicated on item product pages and final discount price will as indicated as check-out page.
• How to link my popular member card?
Step 2: Click "Link My Popular Card"
Step 3: Fill in the Member Card number and IC / Passport number and click "Submit"
• When I want to link my card, why the system shows “invalid card detail”?
• My member card is going to be expired, can I renew it online?
• Can I apply for a Malaysia Member Card online?
• Can my Popular membership card link to different account at the same time?
• What should I do if the status of my Member Card that I have linked before already expired?
Payment Q&A
• What is payment method accepted at Popular Online?
• Can I use all type of credit card, from any bank?
• How my order or payment currency being calculate?
• Is there any tariff for overseas shopping?
Each custom can do a random inspection and approve the tariff of the goods according to local regulation.
We will declare dutiable goods in accordance with its actual price. Each country has the right to approve tariff and sales tax of the goods according to its import regulation. If the country carries out sample inspection on that goods, the consumer will be responsible for that expense. If the receiver does not want to pick up his goods, then he will be responsible for the loss resulted from related expense, destruction of the goods, or return of the goods.
• Is there any cash on delivery service?
• If my order has been complete can I change the payment method?
But, if you want to change, please e-mail the details to our customer service to cancel your order, and re-order is required.
• When I use my credit card to make payment, why it shows "authorized success, the order has not yet completed"?
Transport Q&A
• What type of delivery option available?
• How long will I need to wait for my delivery?
Delivery Method
※During Malaysia National Public holiday, Festival season, and any unforeseen natural disaster that is beyond control by company, delivery lead time might be extend accordingly.
※For [Without Stock] items. Popular Online will place order with respective vendor from its sources origin country. But items have possibility of [Out of print] or any other reason that unable to fulfil by vendors, which will result in Sales Order need to be cancel / refund accordingly.
※For order consist of both [With Stock] & [Without Stock] items, delivery lead time would be calculated based whichever items with longer lead time.
E.g. A Sales order with 3 Books, 1 with stock (9 days), 2 without stock – 1 from Taiwan (30 days) and 1 from China (65 days). The estimated delivery lead time for this sales order is [65 days].
• Can I request to separate my shipping if my order has both status [In stock] and [Out of Stock] item?
If you wish to get the【In Stock】item first, you are recommended to separate the [In Stock] and [Out of Stock] item. So that we can process the ‘in-stock’ order first.
• What is the delivery fees?
※To purchase more than 20pcs or (Bulk Purchase), please contact our Popular Online service hotline 603-8961-0048 or 603-8961-0131 (Ext 103). Or Email your enquiry at: [email protected]
• Can my order ship to other countries?
• Do you have a limit of purchase for stock-pick-up?
• Is there a time limit for the store pick up? Can I request re-delivery?
If item is not collected within 3 months, item will be return back to the Popular Online Malaysia. If you are required to re-delivery your item, you are subjected to additional shipping charges. The delivery fees are depending on the delivery option.
• How to change my shipping address?
Method 1: Checkout Page
Step 1: Click (Note 2) "Add New Address"Step 2: Fill in the relevant information and click "Use this address"
Method 2: My Account
Step 1: Address Book Page, click "Add New Address"Step 2: Fill in the relevant information and click "Save Address"
• What if I notice I have wrongly key in my delivery address after completing my order?
• If my order is part of [In Stock] and [Out of Stock] item, can I get the item for [in-stock] items first?
If you wish to get the In-Stock item first, you are recommended to separate the [In Stock] and [Out of Stock] item. So that we can process the ‘in-stock’ ordering first.
• I have made purchase online, yet I saw the same books available at physical store. Can I collect it at the physical store?
• How do I track my order?
You can also go to [My Order] to check your order status. Or, you may contact our Popular Online Customer Service hotline 603-8961-0048 or 603-8961-0131 [Ext : 103] to check with our staff.
• How do I know that my item has been shipped and arrived at the Popular Retail Store?
• What should I do when the store I selected as pick-up point has closed down or temporarily not available?
• Why I cannot find desired store for stock-pick-up?
• What should I do if I go to the store to pick up but my product is not there?
※ This is to remind you when you arrive at the store, please show the [order delivery notice] e-mail to inform the store with the "recipient's name” (please mention the name as per indicate in e-mail. ※ As your parcel is fully paid for collection, to protect your benefits and to ensure it’s a genuine collection, please present your shipping notice and identification card as part of collection verification, while you approaching to the respective outlet for your collection.
Return / Refund Service
• In what circumstance I can request for a return of stock?
• Missing Pages
• Printing Error
• Damaged item upon receive
• In what circumstances my item and books cannot exchange?
• Intentional damage
• Clearance stock or non-exchangeable items
• For actual exchange, please contact 603-8961-0048 / 603-8961-0131 (Ext 103). We will handle depends on each unique situation.
• How can I exchange a product?
• Where should I go to exchange the product?
• When I go to Popular Bookstore I notify that the same book is available, can I just exchange there?
• In what circumstances, I can request for refund?
• You have a valid reason to exchange, but stock unable to fulfill.
• The book that you order, Popular Online Malaysia or Supplier are unable to fulfill accordingly. Eg: out of print
• What are the refund option available?
Option 2: Bank Refund
Refund Process:
Refund process | Particular |
Cancel order / Out of stock order | Due to personal reasons or Popular Online to cancel the order / order product out of stock |
Arrange Refund and return method | 1. E-coupon – reply for email |
2. Bank Refund - Fill up the refund form and reply | |
Popular Online processing the refund transaction | Popular Online process refund, refund time timeline, kindly refer refund processing summary |
Bank processing the refund transaction. | Bank process refund, refund timeline kindly refers refund processing summary |
Refund complete | Refund complete, Customer receives a refund |
Refund Processing Summary:
Payment method | Refund method | Refund | |
Popular Online Refund Processing Period | Bank Refund Processing Period | ||
Credit Card | Return to origin credit card account | 1-3 Working days | Up to 45 Working days
*The actual receipt time will depend on the individual bank operation. |
E-coupon | 1-3 Working days | —— |
Customer Order / Books Ordering
• Can I order a book that not available at Popular Online?
Step 1: Click "Customer Order"
Step 2: Fill up the book information
Step 3: Fill in your information and click "Submit"
• Will Popular Online help me to order immediately when I have filled up the order form?
After confirming the details, Popular Online will takes 1-2 weeks to prepare the books URL and notify you to purchase and complete the payment. After confirming the payment is successful, Popular Online will help you to order from publisher. The process as follows:
Once you have completed the checkout process and the payment is successful, Popular Online will order immediately. The process as follows:
※After completing the order, for [Special Order] items, Popular Online will place order with respective vendor from its sources origin country. But items have possibility of [Out of print] or any other reason that unable to fulfil by vendors, which will result in Sales Order need to be cancel / refund accordingly.
• How long do I need to wait for out-of-stock and special-order item?
Taiwan and Malaysia order book takes 2-4 weeks.
Singapore order book takes 4-8 weeks.
China order book takes 7-10 weeks.
Hong Kong order book takes 7-10 weeks.
※During Malaysia National Public holiday, Festival season, and any unforeseen natural disaster that is beyond control by company, delivery lead time might be extend accordingly.