Frequently Asked Questions

1. General
2. Order
3. Local Delivery
4. International Shipping
5. Payment,  Exchange, Refunds , Returns
6. Digital Products
7. Seller Matters

General

What is the currency of the prices?

All prices are denominated in Singapore Dollars.

Must I be registered to purchase? Do I need an account?

Logging in will save you the time from re-entering your billing information, allow you to view your past purchases and download your purchased digital products (if any).

For first time buyers, you may shop before registration. An account will be automatically created upon completing your first purchase. An email with your login details will be sent to you.  On your next purchase, you may login with your e-mail address and password.

Can I change my email address after I am registered?

No, to avoid confusion, the email address cannot be changed after registration.

I forgot my password, what should I do?

Click on Login at the top of the page and on Request New Password tab, enter your e-mail address and we will send you a temporary link to reset your password.

Order

How do I make my purchase?

1. Select “Add to Cart” on product page(s)
2. Go to Cart (top right hand corner)
3. You may amend the items in your cart and choose your shipping option
4. Proceed to Checkout
5. Enter your shipping and billing address
6. Make payment

You will receive an e-mail confirmation with your order details. You will be notified once your order is packed and sent.

Do you offer any discount?

See our promotions page for on-going deals and promotions.

How do I apply my promotion code?

If you have a promotion code, you should enter the code at checkout. Promotions are subject to terms and conditions (if any).

Local Delivery

Why do I have to select shipping option more than once at checkout?

Most likely, you are purchasing items from more than 1 seller. Your purchases are dispatched directly from each seller’s premise to you directly. As such, you may receive your purchases in multiple packages.

No shipping cost will be reflected when free normal mail is included.

What are my shipping options and how much are they? How long does it take?

Your order will be sent out after 10-14 working days once it has been processed and we have confirmed that the books ordered are in stock. You will receive an email notification once your order has been shipped out.

Do note that for larger orders consisting of titles from multiple sellers, we may take a longer time to process and consolidate your order. 

The processing time also excludes the transit time below.

Shipping options are offered by respective sellers.

If you order comprises products from more than one seller, you may receive your items in multiple packages. We reserve the right to change the mode of delivery in foreseen circumstances.

Do you deliver anywhere in Singapore?

Generally yes. But there will be additional charges for deliveries to restricted areas such as, but not limited to: Changi Airport Cargo areas, Sentosa, Jurong Island, Jurong Port, PSA (restricted areas), shipyards, Mindef, army camps, ministries, DSTA and embassies.

What do my order status mean?

1. Payment Received:  We have received your order
2. Processing: We are preparing your order. Once your package is sent, we will notify you.
3. Completed: Your parcel has been sent out. You should be receiving your order very soon. Tracking details (for courier options) have been emailed to you. Please note that this does not mean your parcel has been delivered.

My order did not arrive. What should I do?

Digital Products will be available for download immediately after you made your purchase. Please login and go to My Account. If you do not see it after purchase, kindly contact us immediately.

 Physical Products will be sent to you directly from sellers to the mailing address you have provided at checkout. They will be sent out within 14 business days. Please check the delivery status by going to My Account> Orders. If the status is Shipped but you have not received it, please contact us and we will advise accordingly.

Please note that if you have opted for normal postage, Singpost does not track nor compensate for lost mails.

 Magazines are sent out according to issue release dates. Your first issue may not be ready yet. Please check on your magazine subscription dates again or contact us to check.

Why am I seeing multiple order confirmation numbers?

One confirmation number is created for one package. If your order comprises items from more than one seller, you will see multiple confirmation numbers. This is to provide better tracking of order fulfilment by our sellers.

I am visiting Singapore, can you send to my hotel?

Yes, we can deliver to hotels. Please remember to factor in our processing time and parcel transit time. Please also include the dates of your stay in Singapore when checking out.

International Shipping

Do you ship outside of Singapore?

Yes, we ship internationally. 

You may be required to top up for shipping charges in event that your delivery address is considered “remote”, defined by our shipping partners.

How are shipping charges calculated?

All shipping charges will be automatically calculated based on the weight of your order at checkout after you provide your delivery address. The shipping cost per book is lower when you purchase more books.

We work with major forwarders such as DHL and Aramex. Our air freight rates are competitive due to our shipping volume. We encourage you to opt for air freight option for faster delivery and better tracking. 

There will be additional charges for delivery addresses defined "remote" by our shipping partners.

Important Shipping Information

Please read this page before proceeding with your international order. 

Why am I not able to choose my country to ship to?

You have to select Shipping to: International for orders outside Singapore. Please see:

On Desktop, at the top right corner:

On Mobile, go to Menu:

Do I get a tracking number on my order?

If you have opted for shipping option with tracking, the tracking number will be updated in our system once your parcel has been sent out. You will also receive a notification e-mail from us.

Are there any taxes? Do I need any import permits?

Import duties or permits requirements are subject to your country’s import regulations. Please note that custom duties, to be borne by you, may be applicable on your order when it arrives at your country. You should liaise with the authorities directly.

Returns or Exchanges

We reserve the right to cancel items in the order. We strictly do not exchange or accept any return items.

Wrong Items 

We sincerely apologise for the mistake we made while packing. We are however, not able to resend the correct book to you. We will process a refund to you of the item value and prorated shipping fee, in the form of store credits to your account.

Can you track my undelivered or missing parcel?

We will provide you with the contact details of our shipping forwarder for faster and more effective communication between you and the forwarder.

Economy Sea Shipping:  In the unfortunate event of any loss or missing parcels, the shipping partner will only investigate the case after 90 days from case lodgement. Openschoolbag Pte Ltd is not responsible for any lost parcels.

Bulk / Group Buys

Please contact us for discounts and shipping rates.

Payment, Exchange, Refunds, Returns

What are the modes of payment?

We ONLY accept Paypal, Shopcada Pay & Credit Cards (Mastercard/Visa).

Can I cancel my order?

We cannot cancel your order once it has been processed or sent (whichever earlier). We do not provide refund for order cancellation. The credits from your order will be added to your account to be applied on your next purchase.

Can I ask for refund or exchange on my purchase?

We do not allow refunds or returns. Exchanges, if approved, are in the form of credit voucher to your account. You may apply the credit voucher on your next purchase within 7 days. We do not process cash refunds.

Exchanges subject to the following:

1. Seller's refund policy (found on product page, under policy term) allows for exchanges, and
2. You must contact us to raise your request within 5 working days from receipt of your order. 
3. Before returning or making an exchange, you are required to send us photos of the exchange products before sending out to us.
4. Item to be returned must reach us within 5 working days from our email confirmation to you on the exchange arrangement.
5. Item to be returned has to be in original new condition. We encourage courier or office drop-off.
6. All returns are to be arranged at your own cost. We will not be responsible for damage in transit.

Where can I view my past purchases?

After logging in, you will see your recent purchases immediately. Otherwise click on Orders tab.

Digital Products

Where can I download my purchase?

You may log in to your account and download the product in your order. Please take note that there is a maximum number of downloads and expiry date.

In your account > Order History > Click on the order number > Look for the digital product on your list > Click on Download

The product I received is different from the product information. What can I do?

All successful purchases constitute that you have understood and agreed to all the product information provided. We do not accept cancellation or refund requests.

Can I let another person use my purchased digital product?

You must not share or circulate as all digital products are stamped with watermark for your exclusive usage. To protect yourself against copyrights infringements you should not circulate your downloads.

What if I did not download my purchase in time?

The download period and the number of times are determined by the Seller. The download link will expire after the download availability period or the number of download times is met, whichever earlier. Please note that there is no link refresh or refund should you miss the expiry date.