HELP / FAQ

Get Started

• What is the website URL?

www.popularonline.com.my

• Do I need to sign up in order to place an order?

For first time purchase, please sign up as a registered user to place an order, and to enjoy our services.

• Can non-registered users purchase books online?

For the moment, only registered users can place an order via Popular Online. If you are not a registered user yet, you have to sign up before placing an order. And signing up is completely free.

Popular Membership Privileges on Online store

• What privileges do POPULAR card members get, when I purchase books online?

10%* storewide discount
20%* discount on 大众推荐and 印品印品书籍
* Terms and Conditions apply

• Why my membership discount not showing?

Membership discount will only show if a valid POPULAR Member Card No. and IC No. is entered.

• How to link my POPULAR member card?

Step as below
My Account >>> Link My POPULAR Card >>> key in your member card no & IC no >>> Submit

• I cannot enter my membership details as your system says ‘Invalid Card Details’?

Please contact our customer service hotline
03-8961 0048
for verification of the details.

• Can I apply Popular Member Card online?

Yes, you are welcome to apply it online. Currently online application is only applicable for POPULAR Card 1-year & POPULAR Privileged Card 3-year.

• POPULAR Card that I apply at physical store, can be use at Online?

Yes. You can use your POPULAR Member Card at POPULAR ONLINE and over 150 POPULAR bookstores in Malaysia, Hong Kong and Singapore as well as HARRIS bookstores and CD-RAMA Departments in Malaysia only.

Book Availability and Price

• How do I know if a book is available?

Available books will show as ‘In stock’ at the Product Details Page


Books indicating ‘Out of stock’ are not available in the online store but available for ordered from suppliers immediately after you place the order.


Book indicating ‘Out of print’ or ‘Sold out’ are not available in the online store.

• During [Add to Cart], merchandise display “In Stock”, but why when I proceed to [One Step Checkout] the status become “Out of Stock”

The quantity of the merchandise will change from time to time, the quantity available in [One step checkout] shall prevail.

• Price for pre-order and out-of-stock books?

For the coming-soon or temporarily out of stock books, the pre-order price online might be different from the actual price.

• Is Online Price the price of the books selling in your physical bookstores?

No. Online price and Retail store price might be different.

• Can I purchase the book at Online prices from your bookstores?

No. Online prices are applicable for Online orders. Please place an order online to enjoy the Online Price.

• Price of an item in shopping cart is different from that shown on website?

When you add an item to shopping cart, the price of the time is saved, so the price of the item in your shopping cart will always be the same as the first time you put it in the cart.
When you are placing an order, please pay attention to the latest price shown because it might be different. Some offers are only available in a specific time or only for limited items. So the offer depends on the remaining stocks and the price might change according to remaining stocks.

• Yesterday I added an item to shopping cart, but today when I make payment, the price is different.

Placing an item in your shopping cart does not reserve promotion price or pre-emptive right.

Order and Payment

• What is ‘Order Completed’?

After completing order, make sure the page showing your order number. You can review your order by accessing “My Order”.

• How can I check the status of my order?

You can check the status of your ordered books by accessing “My Order” from the top menu after login to your user account.

• Can I amend the ordered quantity?

We regret that amendments to a submitted order cannot be made.

• Why is my order cancelled?

Orders may be cancelled due to supplier out of stock, book out of print, or credit card transaction rejected. You would have received a call from our Customer Service for cancellation if your payment is paid.

• My order has been cancelled, when will I receive my fund?

Customer will receive their refund within 7-14 working days after the payment has been cancelled and subject to the completeness of document.

• What are the payment methods accepted at POPULAR Online?

You can pay via credit cards, debit cards or online-banking.

• Is any bank credit card acceptable?

We now only accept VISA, MASTER and DEBIT card issued by Malaysian or Singaporean banks.

• Can I use a Debit Card to make payment?

You can use your debit card to make payment as long as it is a Visa or Master Card brand.

• If my order is already completed, can I still change to another payment method?

Different payment method is processed by different system, therefore you cannot change the payment method directly. Instead, you can call our customer service to cancel the order, and then you remake the order.

• What is OTP? One Time Password (OTP)/OTP Q&A

OTP is a password that is valid for only one login session or transaction, on a computer system or other digital device. A password will be sent to the registered phone number of card holders. It is generated randomly. Hackers will not be able to abuse the password since it is unpredictable, not repetitive and only valid for a certain period. OTP can prevent users' passwords from being impersonated and avoid any inconvenience caused by lost passwords.

• When pay by credit card online, it pops up “Already verified. The order is yet to be completed”.

When members close the website window or internet disconnected while sending out their credit card information or waiting to be verified, the system will not complete this order. Therefore, although the order amount is verified by the bank, Popular Online don’t debit the amount from the bank. Please redo the payment procedure for the item in shopping cart, in order to complete the order. This will not cost you double payment, so no worries.

• Note when you pay online via credit card

You will be charged only once your order and payment transaction is successful.

• Which bank accepting Online Banking payment?

AM Bank, Bank Islam, CIMB Bank, Hong Leong Bank, Maybank, Public Bank, RHB Bank and UOB Bank.

• How do I change the Billing Information?

Step as below
One step Checkout >>> Billing Information >>> Add a New Address >>> Fill in all the Details >>> Use This Address

OR goto
My Account >>> Address Book >>> Add a New Address >>> Fill in all relevant details >>> Save Address

• How to use Promotion Code

If you have any valid Promotion Code, goto
One Step Checkout >>> Promotion Code >>> Key in the valid code no >>> Apply Code

Delivery / Shipping Service

• If my order includes in-stock and out-of-stock books, can I get the available books first?

No. If you prefer to enjoy shorter delivery duration, it is suggested to “Split order”.

• How do I change the Shipping Address?

Step as below, goto
One step Checkout >>> Shipping Address >>> Add a New Address >>> Fill in all the Details >>> Use This Address
OR
My Account >>> Address Book >>> Add a New Address >>> Fill in all relevant details >>> Save Address

• What type of shipping method offer?

[Home Delivery] or [Store Pickup]

• What is the different between Home Delivery and Store Pickup

• When will I receive my order?

“In Stock” merchandise
1． [Home Delivery] - estimated 3 working days (Orders placed before 3pm)
2． [Store Pickup] - estimated 10 working days

• Do you offer free shipping and the shipping rate?

• Do you offer oversea shipping service?

Merchandise will be delivered to an address indicated in Malaysia only.

• What happens if I have given the wrong delivery address?

Once the order has been shipped, we don’t allow to change the delivery address and you may contact our Customer Service personnel.
In the case an order has been delivered to an incorrect address or cannot be delivered, we will inform you by email or call to arrange for the next delivery.

• Who is your delivery partner?

Poslaju and CityLink

• How can I track my order?

Please track your order through www.popularonline.com.myor directly through our delivery partners on their website with your tracking number.
Your tracking number will be emailed to you after your parcel has shipped.
CityLink: http://www.citylinkexpress.com/MY/Consignment.aspx
Poslaju: http://www.poslaju.com.my/track-trace/

• How do I contact the courier company if I have any enquiries?

Please contact our delivery partners for service inquiries? CityLink: 1300-88-2489 (Toll free) / 603-5033 3800 (Customer Service)
Poslaju: 1300-300-300 (Toll free)

• How do I contact POPULAR Online if I have any questions?

There are several ways to reach POPULAR Online Customer Support.
1. Online
https://www.popularonline.com.my/default/contacts/

2. Email:
ecare1@popularworld.com
3. Phone:
603-8961 0048 (Monday to Friday, from 09:30 – 18:30)

• Can I collect my order from your POPULAR bookstores?

Yes, self-collection is available. You can choose from 92 POPULAR outlets all over Malaysia.

• What mean “Store Pickup – Free Delivery”?

Once your order and payment is successful, you can choose to delivery your merchandise to any POPULAR bookstore, is totally FREE regardless of any order value.

• Can I make the payment at POPULAR bookstore, if I choose for “Store Pickup”

No, your merchandise will be delivered to specific POPULAR bookstore once payment is successful.

• I had make payment at Online, while waiting for the stock arrive, I found POPULAR bookstores have this merchandise, can I redeem the merchandise from POPULAR bookstore first?

No, you can’t redeem the merchandise in advance at any POPULAR bookstores if the orders purchased at Online.

• How do I know my order has arrived at the selected POPULAR bookstore?

Once your order has been shipped, we will inform you by email and you can collect your merchandise at your selected POPULAR bookstore after 7 working days. Please show this email to Popular’s staff during pickup for verification.

Returns & Replacements

• How to cancel my order?

You may cancel your order any time before the order is processed. An order (or part of the order) cannot be cancelled once your credit card payment is verified and authorised. You cannot cancel your order after having read and accepted the Terms & Conditions.

Return and Replacement Policy

• What is the return process?

All items are non returnable once sold. Unless it’s a damaged/low-quality item. Returns must be done within 3 working days starting from the day the goods are delivered to you. All goods must be returned in the original condition and have proof of purchase.

• Situations where an item can be returned or replaced

1. If an item is defective, for example
• page-missing book
• damages not caused by vandalism.
2. The item received is not what you ordered.

• Under what conditions the product is/are non-returnable

1. Books and magazines
• Besides defective items, books returned is used or broken.
• When serial books is not returned in full set or missing accessory (including CD, gift etc).
• There is an unclearable dirt or mark on the item.

• How long is the deadline for return?

Returns must be done within 3 working days starting from the day the goods are delivered to you. All defective items must be reported to Customer Service within 3 days by e-mail or phone. Our Customer Service Team will verify the return reason and arrange a free return pick-up for you.

• Can I return or exchange my purchase at POPULAR bookstore?

We are unable to accept returns of goods purchased online at our physical POPULAR bookstore. Please follow the Online “Returns and Replacements Policy”.

• How to return or replace an item?

Please contact our Customer Service Team with a valid reason within 3 days after receiving the item. We will arrange to have the damaged goods returned and either arrange for a replacement of the goods or refund the price to you. Damaged goods must be returned in the condition received by you with all original packaging, gift and/or manuals. We reserve the right to reject any return, exchange, refund deemed unfit or unreasonable.