FAQs

If you can't find the answers to your questions, please leave us a feedback, and we will come back to you soonest possible.

	Which schools' booklists am I able to buy from this eStore? Click at BookList, to select the relevant BookList
	What payment methods can do you accept? We accept - VISA - MasterCard - FPX Internet Banking (Available in Malaysia Only) - Boost - GrabPay - ShopeePay - Touch N Go
	How do I buy online? You have to register as an account holder to purchase. I have registered online, but can't make the payment You can still save your selection in your account, and then send us an email (mecky@ubsm.com.my) so that we can arrange for offline payment with you.
	How, and when, will my orders be delivered to me? This can be divided into purchases made through BookLists, Self-collection, and Deliveries Self Collection: buyer will indicate which collection center to self-collect the items. The buyer will be called to ensure that the books are available before self-collection. Delivery: We currently only deliver within Malaysia, through the use of courier dispatches. For other options of delivery, please contact us to arrange. Delivery Policy (Non-Digital Products) 2-3 working weeks if product is in stock. 3-4 working weeks if product is not in stock (depending on stocks availability). Customers will be contacted with details. Items with different shipping times will be send separately, we ship items as soon as they arrive into our warehouse. For example, if your order contains 1 book which arrives in 2-3 working weeks and another which arrives in 3-4 working weeks, there will be 2 separate deliveries. Separate deliveries are made at no extra cost to you. For Sabah and Sarawak, the turnaround time does not include postage delivery time. We currently only deliver to an address within Malaysia, and to Singapore. Please contact us for delivery to other countries. Purchases made during the holidays and peak seasons may have a slight delay in delivery and self-collection time. Delivery Policy (Digital Products) We will endeavor to provide access details not more than 5 working days after purchase. Access details will be sent to your registered email. Purchases made during the holidays may have a slight delay.
	For BookLists purchases, can the books be delivered to another address, instead of to the school? School's BookList: Yes, we can send to another address instead of to the school at a nominal charge. Sometimes we can’t deliver an item to you because nobody was there to sign for it. Therefore, you are advised to use an address with occupant/recipient who can receive the goods as re-delivery will take time and at your cost. Two delivery attempt only On the third delivery attempt, will be at your cost. Or, you can choose to collect from our branches (UBSM Jaya Shopping Centre / UBSM Cheras). Where buyer had provided an incomplete or inaccurate delivery address which results in the package being non-deliverable, UBSM reserves the right to charge the correct or additional delivery charges to ensure a successful delivery of the package.
	Can my orders be delivered to other countries, beside Malaysia? Delivery: We currently only deliver within Malaysia, through the use of courier dispatches. For other options of delivery, please contact us to arrange. Any import taxes, customs duties and fees, and any additional charge for custom clearance, imposed by the recipient's country will be paid for by the recipient, and has not been included in the sales price paid by the buyer. Where buyer had provided an incomplete or inaccurate delivery address which results in the package being non-deliverable, UBSM reserves the right to charge the correct or additional delivery charges to ensure a successful delivery of the package.
	I am not a parent of the schools in the BookList. Can I buy the books? Yes, you can make the relevant purchases through the BookList pages, and then check-out.
	Who do I contact if there is a problem with my purchase? Please send us a feedback, and we will contact you soonest possible.
	What is the return policy? We will accept returns only for defective products. Please send us a feedback and we will contact you soonest possible. Please note that processing of any refunds may take up to 6-7 working weeks.
	Can we use UBSM vouchers for purchase in the eStore and BookList? Currently, we do not accept UBSM Vouchers for online purchases.
	How to register an account? Step by step eStore User guide can be download here or simply follow the guide.
	How to request for a standard e-Invoice? Follow Step 6 until Step 10 in the user guide, can be download here or simply follow the guide. Any request for refunds must be made via email to us. After approval of the refund request, we will contact you for details to process refunds. Refunds will be processed 2-3 weeks after receiving refund details from clients, or after the end of the month of purchase, whichever is later.

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T : +603 - 9100 1868 F : +603 - 9102 4730 E : enquiry@ubsm.com.my