FAQ
1. Do I need to create an account to buy from your E-Bookstore?
2. How do I purchase from your E-Bookstore if I do not have a parent ID?
3. How will my orders be delivered to me?
4. How long will it take for my order to be delivered?
5. Which countries do you ship to?
6. What are the delivery charges for shipping to my designated address?
7. How do I track my orders?
8. Who do I contact if there is a problem with my purchase?
9. Can I cancel my order which I have already paid for?
10. I would like to change my order. What should I do?
11. Am I able to return or get a refund for the items that I have purchased via the E-Bookstore?
12. The item I purchased for my child is defective/damage. What do I do?
13. The uniform size that I bought for my child is too big/too small and I would like to exchange for a bigger/smaller size. What do I do?
14. The books that I have purchased have a missing page/printing error/damaged, what do I do?
15. I have received an incomplete shipment of my order. What do I do?
16. How do I know if my order has been successfully placed?
17. How do I make payment for my order?
18. What are the payment methods available?
19. I have already registered for an account, but there was a problem with making a payment.
20. I need to customize the uniform size for my child. How do I go about it?
1. Do I need to create an account to buy from your E-Bookstore?
If you have a registered parent ID with the school, you do not need to set up an account to purchase from our E-Bookstore. Please log in via Taylor’s Parent Zone to purchase.
2. How do I purchase from your E-Bookstore if I do not have a parent ID?
Please contact the admission office at the following addresses and number during business hours to register a parent ID:
Taylor’s International School Kuala Lumpur
E-mail: admissions@kl.tis.edu.my
Tel: +603-9800 9898
Taylor’s International School Puchong
E-mail: admissions@pc.tis.edu.my
Tel: +603-5879 5000
3. How will my orders be delivered to me?
Your order will be delivered to the designated address given at the check-out page via our courier partners.
4. How long will it take for my order to be delivered?
For items that are in stock – it will take approx. 5 working days from date of order.
For items that are out of stock – you have the option to click on the “Wishlist” button. By clicking this, you will be enrolled into our notify list where our system will notify you via e-mail when stock is available so that you may log in to our E-Bookstore and purchase the item.
5. Which countries do you ship to?
We only ship to addresses in Malaysia. P.O. Boxes are not allowed.
6. What are the delivery charges for shipping to my designated address?
All orders shipping to the Klang Valley (includes Rawang, Sungai Buloh, Cyberjaya, Putrajaya, Kajang, Klang, Banting, Semenyih and Nilai) is free-of-charge (regardless of quantity). Orders being shipped to outside Klang Valley will be charged a flat rate of RM30.00 (regardless of quantity) while orders being shipped to East Malaysia will be charged a flat rate of RM60.00 (regardless of quantity).
7. How do I track my orders?
You may track your order status in your account in the E-Bookstore. We will also provide you with a consignment note number and a link to the tracking website for you to track your parcel via e-mail when the status of the order has changed to “Shipped”.
8. Who do I contact if there is a problem with my purchase?
Please drop us an e-mail at cs.tiskl@sblbooks.com (Taylor’s International School Kuala Lumpur) or cs.tispc@sblbooks.com(Taylor’s International School Puchong) or WhatsApp us at +6011-2663 7787 and we willcontact you as soon as possible.
9. Can I cancel my order which I have already paid for?
Cancellation is not allowed once an order is confirmed and paid.
10. I would like to change my order. What should I do?
If you have already confirmed and paid for your order, your order cannot be changed.
However, if you have not made payment, you are allowed to go back to your shopping cart and edit (remove item or change quantity of item) the items in your cart.
Once you have confirmed the items in your cart, you may check-out and proceed with the payment to confirm your order.
11. Am I able to return or get a refund for the items that I have purchased via the E-Bookstore?
We do not accept any returns/refund if you change your mind. However, we will allow you to exchangeyour items that are defective, damaged, wrongly purchased or incorrect size. You must notify us within 14 working days from the date order has been received/delivered to you. Please notify us via e-mailat cs.tiskl@sblbooks.com (Taylor’s International School Kuala Lumpur) or cs.tispc@sblbooks.com (Taylor’s International School Puchong) or WhatsApp us at +6011-2663 7787
We will also allow an exchange for books that were wrongly purchased provided that the book condition is still in new condition – book is not wrapped with adhesive cellotape and/or not written on yet.
If price of exchanged item is less or more than amount initially paid, we will refund/collect payment for the difference in the price.
Please refer to our Returns and Refund Policy for this matter.
12. The item I purchased for my child is defective/damage. What do I do?
Drop us an e-mail at cs.tiskl@sblbooks.com (Taylor’s International School Kuala Lumpur) or cs.tispc@sblbooks.com (Taylor’s International School Puchong) or WhatsApp us at +6011-2663 7787 with the image of the defective/damaged item, your name, your contact number and your order number. We will fully examine the defect/damaged item and notify you via e-mail or telephone within 48 hours and resolve your issue by arranging for an exchange within 5 working days. The exchange will be done through either delivery by our SBL personnel or at the school’s temporary pop-up kiosk (at the school’s discretion). You or your child may exchange the item by stating your reference/order number. Please notify us within 14 days from date order is received/delivered to you.
13. The uniform size that I bought for my child is too big/too small and I would like to exchange for a bigger/smaller size. What do I do?
Drop us an e-mail at cs.tiskl@sblbooks.com (Taylor’s International School Kuala Lumpur) or cs.tispc@sblbooks.com (Taylor’s International School Puchong) or WhatsApp us at +6011-2663 7787 with your name, your contact number and your order number with the uniform type/size that you wish to exchange. We will then respond to you within 48 hours and resolve your issue by arranging for an exchange within 5 working days. The exchange will be done through either delivery by our SBL personnel or at the school’s temporary pop-up kiosk (at the school’s discretion). You or your child may exchange the item by stating your reference/order number. Please notify us within 14 days from date order is received/delivered to you.
14. The books that I have purchased have a missing page/printing error/damaged, what do I do?
Take a photo of the missing page/printing error/damage and e-mail to us at cs.tiskl@sblbooks.com (Taylor’s International School Kuala Lumpur) or cs.tispc@sblbooks.com (Taylor’s International School Puchong) or WhatsApp us at +6011-2663 7787 with your name, contact no and order number. We will then investigate and contact you within 48 hours for the next steps.Books with missing pages/printing error are claimable within 60 days from date of purchased.
15. I have received an incomplete shipment of my order. What do I do?
If your shipment received is incomplete (does not tally with the invoice received), please drop us an e-mail at cs.tiskl@sblbooks.com (Taylor’s International School Kuala Lumpur) or cs.tispc@sblbooks.com (Taylor’s International School Puchong) or WhatsApp us at +6011-2663 7787 with your name, your contact number, your order/reference number and the item that is missing or incomplete. Please notify us within 14 days from date order is received/delivered to you and we will get back to you within 48 hours with the next steps. We will resolve your issue within the next 5 working days.
16. How do I know if my order has been successfully placed?
Once your order has been successfully placed, you will receive an e-mail from us informing you of your order. An order/reference number will also be attached in the e-mail for your reference.
17. How do I make payment for my order?
Once you have confirmed your order, you will proceed to the payment tab in which you will be redirected to a secured payment gateway site. Our payment gateways are FPX and iPay88.
18. What are the payment methods available?
For Malaysian Parents and Non-Malaysian Parents with local bank account:
You may make payment through FPX (Instant transfer from your bank account) through supported banks such as CIMB, Maybank, RHB, Public Bank, Ambank, and other banks as stated by PayNet (Click here to refer to the list of banks -https://www.paynet.my/fpx/banks-tpa.html). You may also make payment using your credit cards (Visa & Master only).
For Non-Malaysian Parents without a local bank account:
You may pay using your credit cards (Visa & Master only) using our payment gateway – iPay88 except credit cards issued in Australia, Brazil, Canada, Argentina, USA & Costa Rica. If your card is issued from these countries, kindly contact us for a special arrangement.
19. I have already registered for an account, but there was a problem with making a payment.
You may screen shot or provide us your order number and e-mail to us atcs.tiskl@sblbooks.com (Taylor’s International School Kuala Lumpur) or cs.tispc@sblbooks.com (Taylor’s International School Puchong) or WhatsApp us at +6011-2663 7787 so that we can provide you with an alternative to make the payment.
20. I need to customize the uniform size for my child. How do I go about it?
Please drop us an e-mail at cs.tiskl@sblbooks.com (Taylor’s International School Kuala Lumpur) or cs.tispc@sblbooks.com (Taylor’s International School Puchong) or WhatsApp us at +6011-2663 7787 and let us know that you will need to customize the uniform size.