FAQ | Bookurve

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SECTION 1 : BOOKURVE ACCOUNT
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1. Do I need to register an account with Bookurve.com to purchase books?

Yes, just sign up a Bookurve account for free to speed up your ordering process. It will also allow you to keep track of your current and past orders, as well as your payment status.

2. How to create a Bookurve account?

Click the "Login/Sign Up" button on your top right, select "Sign Up" to fill in the required details and follow the instructions.

3. How do I reset the password for my Bookurve account?

You can WhatsApp (011-5356 2257) us your Bookurve account email address. We will help to reset the password on your behalf. Once we have replied to you with the temporary password, please log in to update your new password (under "Profile" > "Edit Your Profile").

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SECTION 2 : ORDERS & SHIPPING
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1. How to check on my order status?

You may refer: How to track your order.(Ultimate Guide) Your order fulfillment is based on the book availability, please allow our team to process your order first within the estimated time frame. Rest assured you will be notified with the tracking number via email once your order/book has been shipped.

2. Why does my tracking number show no record yet but my order status is already updated to "Shipped"/"Done"?

Upon pickup from our courier partners, it may take up to 24 hours for the tracking details to be updated. Please expect your book parcel to arrive within the estimated time frame as we appreciate your patience and understanding.

3. What should I do if I still have not received any tracking number/parcel from Bookurve after the estimated shipping duration?

No worry, you can directly contact the courier company as below, the courier company will help you to investigate:

For PosLaju Contact:
Email :care@pos.com.my
Website :PosLaju assistance

For DHL eCommerce Contact:
Email :cs-ecom.my-dom@dhl.com
Website :DHL eCommerce
Phone Number : 603 3099 2800

Normal Operating Hours:
Mon-Fri : 9am-6pm, except public holidays.

4. How to search/buy books in Bookurve.com?

Please refer: How to buy a book? (Ultimate Guide)

**Please be informed that the availability & prices of the books provided by Bookurve.com are correct at the time you are browsing.
**Any changes in regards to the book availability, price etc. as later updated by our suppliers will be conveyed to you immediately if your order has been placed.

5. What should I do if I still could not find the book on your website after following the "How to Buy" guideline?

Please click "Advanced Search". Our system will try to search for you again, though it may take quite a longer time. If there is still no end result, kindly contact us via WhatsApp (011-5356 2257) us to manually check.

6. Does Bookurve ship books internationally?

Unfortunately, we do not. We apologize that we only ship books within Malaysia at this moment.

7. If I am currently staying abroad, can I still buy books for a friend/family who lives in Malaysia?

Yes, you can. Please login using the correct country selection according to your friend's or family's address in Malaysia. Payment shall be made via Visa/Mastercard or online transfer with our supported banks.

8. What couriers are used for delivery?

For shipment across Peninsular Malaysia, we mainly use DHL service. Except for certain parts in Peninsular which are not covered by DHL, we use PosLaju service. Whereas for East Malaysia (Sabah, Sarawak and WP Labuan), only PosLaju service is used.

9. How much does the shipping cost?

Within Peninsular Malaysia, any order above RM50 is entitled for FREE SHIPPING. For East Malaysia (Sabah, Sarawak and WP Labuan), there will be a small shipping fee charged in your order. The shipping fee will only be displayed upon checkout as it will be automatically calculated based on the book weight and the delivery address respectively.

10. Do you provide a self-pickup/collect option at the Bookurve office?

Yes, we do provide self-pickup upon request. After placing your order on our website, please WhatsApp (011-5356 2257) us soonest possible to inform that you prefer to personally pick up your order when it is ready, instead of we courier it as per usual.

11. How long does it take for my order to be processed?

We will process your order within 24 hours (only business days) once your payment is verified. Order after 6.00pm will be processed on the next business day. You will receive a recommendation email when your order has been processed, and the "Status" for your order will be updated from "Pending" to "Received".

12. When will I receive my order?

When you click on any book in Bookurve.com, the availability status of the book (as displayed in the box on top of the "Add To Cart" button at the right side of the page). As the status indirectly reflects your order shipping duration.

**If your order consists of several books with different availability status, then the shipping duration for your order shall follow the book which has the longer ETA.
You will only be notified with the tracking number via email once your order/book has been shipped. Below are the 5 TYPES of BOOK STATUS with respective ETAs:

(i) Available - (3 - 5 business days to reach your doorstep)
We have the book in our Petaling Jaya warehouse: Bookurve -> Your doorstep

(ii) Available - (10-15 business days to reach your doorstep)
We need to order from overseas supplier: Supplier -> Bookurve -> Your doorstep

(iii) Available - (1-2 months to reach your doorstep)
The book is currently out of stock from our suppliers, however if you can wait within the estimated duration you can still place an order for the book as usual.
Special back order from overseas supplier: Supplier -> Bookurve -> Your doorstep

(iv) Uncertain
You are advised to contact us via WhatsApp (011-5356 2257) to first check on the book availability. We need to confirm with our suppliers again whether the book is still available to order in similar version/in other ISBN, already out of stock or no longer available. Please DO NOT place an order at all for any book with "UNCERTAIN" status until you have received a confirmation reply from us.

(v) Not Available
Our supplier does not carry the book anymore. If you insist on ordering the book in another version/ISBN, please contact us via WhatsApp or email.
There is no guarantee on whether the book can possibly be ordered, but we will try our best to check for you at least.

13. Can I change my delivery address?

Yes, you may request to update your shipping address via WhatsApp (011-5356 2257) us only if we have not shipped your order yet. We are not able to change the address once your parcel is shipped.

14. How do I cancel my order?

You can request for order cancellation, only based on a valid reason (e.g.: duplicated order). This is subject to the sole discretion of our team to accept or disapprove. Cancellation request due to ‘Change of mind’ after the order is processed at our supplier end will not be entertained. To cancel your order, kindly contact us via WhatsApp (011-5356 2257) with the following details:
a. Order ID:
b. Email Address:
c. Reason of Cancellation:

15. What would happen if I was not around when the courier delivered the parcel to my shipping address?

Our courier partners will most probably make 2 delivery attempts respectively, in which they will contact you first before delivering your parcel. Usually for PosLaju, a note will be left at your doorstep should there be no one available during the delivery. You may also contact our courier partner directly to check on the status of your parcel, to arrange for the second time delivery or even a self-pickup at their facility.

**Please be available to answer the call from the courier at least, or ensure to have someone available to receive the parcel at your address provided in order to avoid unsuccessful delivery.

16. What should I do if my parcel is returned back to Bookurve by the courier service provider due to failed delivery?

When we have received the returned book parcel, our team will instantly contact you to notify you on the status, and advise further for re-delivery arrangement.

**Additional shipping charges may be imposed for us to re-deliver the parcel.

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SECTION 3 : RETURN & EXCHANGE
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1. Can I return my book for an exchange?

Should the book received by you is incorrect, damaged, or defective, please contact us first via WhatsApp (011-5356 2257) with the following details for further assistance in the exchange process:

a. Order ID:
b. Pictures of the book received

**Following reasons like 'Change of Mind' or 'Not As Per Advertised' will not be considered as a valid ground for a return.
**Return approval is subject to book's quality assurance check, quality control inspection, new book availability & final verification from our processing team

2. How long do I have to return a book?

Upon receiving the parcel, you have within 7 DAYS to WhatsApp (011-5356 2257) us the report. Please refer: Return Policy Guide.

**Any claim exceeding the return time frame is considered invalid.

3. Who will bear the shipping cost for the returned book?

The fee will be borne by you first upon return. Bookurve will process the reimbursement once the return is accepted.

4. When will I receive my exchange book?

Please allow our team 1 - 3 business days to review your returned book. Once reviewed, depending on the availability of the new book & our SLA, the shipping duration shall follow our usual procedure.

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SECTION 4 : REWARD POINTS, PROMO & VOUCHER CODES
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1. How much Cash points(previously known as Bookurve Points) am I entitled with upon purchasing books in Bookurve.com?

For every RM10 payment on your order, you'll earn 1 cash point, equivalent to 10 cents.

2. How to use the earned Cash points?

Upon checkout, in the "Summary" section next to the "Shipping Address" box. The "Bookurve points" will automatically be deducted from your "Total Book Price" amount, resulting in the due amount to be paid is only the "Order Total" amount.

3. How to redeem the promo/voucher code?

Upon "Checkout", please insert and apply the code before proceeding to the payment.

**The use of Bookurve promo/voucher code is subject to its terms and conditions, which may differ based on the code issuance.
**Only ONE promo code can be used per order and user.

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SECTION 5 : REFUND
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1. The book I have ordered is "Out of Stock" or "Not Available", can I request a refund?

Yes, you may. Please check with us first on the latest book status as refund is only allowed before the publisher start processing the order.

2. How to cancel / initiate a refund?

Before we proceed with the refund, you may consider the following options:

1. Exchange to other book:
Preferably exchange to a book with similar price.

If the price of the exchange book is cheaper than the book you initially ordered, we will credit back the price difference to your Bookurve account (in terms of cash points) or you may request for refund on the price difference.
If the price of the exchange book is more expensive than the book you initially ordered, you are required to make additional payment (on the price difference) to our bank account as below:
Bank Name: Maybank Berhad
Account Name: Bookurve Trading
Account Number: 5122-3135-9404

**NOTE: After you have made the payment, please send us the payment slip so that we can proceed with your order.

2. Credit back the paid amount in terms of cash points.
Bookurve will credit back the paid amount and the cash points used on the book to your Bookurve account (in terms of cash points). So you may use it in your next order as the points will not be expired.

3. Money refund.
You may request for a cash refund to your bank account here with the following details:

Subject: REFUND REQUEST
On Order: [please insert your Order ID - book title (RMXX)]
Full Name:
Bank Name:
Bank Account Number:

3. Can I request a refund to my credit card bank/issuer?

Yes, you may if you check out your order and pay on Bookurve website. Please be informed that it may take around 5-7 business days for the refund to be reflected on your credit card in the event of successful refund.

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SECTION 5 : PAYMENT
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1. What payment options do you accept on Bookurve.com?

We accept all Credit/Debit Cards under VISA & MASTERCARD, Boost, GrabPay (under FPX), online banking, and offline banking etc. For more other specific payment options, kindly review the list of payment options when checking out.

Please refer: How to buy a book? (Ultimate Guide)

2. How do I pay via credit card?

After clicking "Add To Cart", click "Checkout" and you will be directed to the payment page. On the payment page, click "Online Payment", "VISA / Mastercard" and click "Make Payment". At the "Secure Online Payment" page, fill up the required details and click "Pay Online".

3. Can I request a refund to my credit card bank/issuer?

No, we apologize that we can only refund to your normal bank account.

3. I opted for "Cheque & CDM" > "Pay Later" (offline payment), how to proceed with payment then?

Within 48-hours, you can either bank in as cheque/cash deposit or online transfer to our primary Bookurve Maybank account as below:

Bank Name : Maybank Berhad
Account Name : Bookurve Sdn. Bhd.
Account Number : 5122-3138-3029

**Once the payment is made, please notify us with the transaction slip via WhatsApp (011-5356 2257) us so that we could process your order.

4. Do you provide cash on delivery (COD)?

No, COD service is not available from Bookurve.

5. If I am required to make an additional payment upon book exchange/update, to which bank account should I make the payment?

For payment top up, you can proceed to pay the amount to our respective bank account as below:

Bank Name : Maybank Berhad
Account Name : Bookurve Trading
Account Number : 5122-3135-9404

**After the top up is made, please notify us with the transaction slip via WhatsApp (011-5356 2257) us so that we could process your order.

6. I was charged double for my order, what should I do?

Contact us immediately via WhatsApp (011-5356 2257) with the following details so that we can further investigate with our finance department:

a. Email Address:
b. Contact Number:
c. Payment Transaction ID:
d. Date of Transaction:
e. Snapshots/pictures if necessary

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SECTION 6 : SELL ON BOOKURVE & TRADE-IN
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1. Can I sell my used books to Bookurve?

No, we do not buy used books from our customers/outside.

2. How do I clear my used books then?

To find out more, please refer:Bookurve GoGreen Trade-In Program Guide

**If you have further enquiry related to this trade-in program, please contact our person-in-charge, Ryan directly at h/p: 016-4454 726 or email: contact@bookurve.com

3. If I prefer cash in return, what option do I have other than trade-in?

You can also try to sell your books in Bookurve.com marketplace. If there is an interested buyer, he/she will contact you directly. The steps are as below:

a. Search for the title of the book you would like to let go via our website.
b. If the book exists, proceed to the book page and click the "Sell On Bookurve" button.
c. Fill in the required details, click "Submit".

4. Who should I refer to if I am an official author/publisher and I want to sell my books in Bookurve?

Please reach out to our person-in-charge, Ryan directly at h/p: 016-4454 726 or email: contact@bookurve.com

4. Do you provide cash on delivery (COD)?

No, COD service is not available from Bookurve.

5. If I am required to make an additional payment upon book exchange/update, to which bank account should I make the payment?

6. I was charged double for my order, what should I do?

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SECTION 7 : OTHERS
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1. Can I add any gift wrapping service, notes or cards?

For special requests to add notes or special gift wrap to your order, please contact us instantly via WhatsApp (011-5356 2257) after the order is placed.

2. Will the books inside my cart be reserved for me?

No, the books in the cart are not meant to be reserved for you. Should the book from the cart be "Uncertain" or "Not Available" upon checking out, it shall indicate that it is no longer in stock.

Contact Us

How to Buy New Books

How to Buy Used Books

How to Track Your Order

Return Policy

FAQ

WhatsApp Us at 011-5356 2257

Bookurve

About Bookurve

Corporate Book Services

Delivery Services

Payment Methods