Frequently Asked Questions
Most Popular Questions
Payment
Shopping Experience
After Purchasing
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Tracking Orders
Delivery
Self-Collection at Toy Outpost
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1. Why are your books cheaper? OpenTrolley Bookstore represents many reputable local & regional book publishers and forward your orders to these companies, enabling us to source more than 1.5 million English books and reduce inventory levels. We are able to negotiate better prices due to bulk purchase agreements and our exclusive deals with publishing houses and distributors. The cost savings we get from our suppliers and the lower cost of operating online are then passed to our valued customers in terms of better book prices.
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2. What is your delivery time? We deliver your books in 4-7 working days. Working days are Mondays to Fridays (excluding Public Holidays). Saturdays and Sundays are not considered working days.
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3. When will a Restocking item be available? Relatively popular titles under "Restocking" may be available with a week while less popular books needs around 2-4 weeks. We are not able to provide customers with information on when a certain "Restocking" title as this information is not given to us by our suppliers. You can get notified by email once the book is available by using our stock notification service (simply click on the 'Notify me when stocked' button located on the book's page).
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4. I need a book urgently. Can I go to your office and get it today? We regret that we do not store unpaid books in our office or collection point. All orders should be paid for online and will be delivered within our standard delivery time of 4-7 working days We apologize that we are not able to process any order quicker than our standard delivery time.
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5. Where can I collect by books? Our collection centre is located at Toy Outpost, Plaza Singapura 7th floor. The shop opens Monday to Sunday from 12.30 pm to 10 pm.
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6. How can I pay for my purchase? We accept credit cards, debit cards, PayPal, local bank transfer and cheque.
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7. Is it safe to pay with my card? Yes it is very safe. OpenTrolley Bookstore uses PayPal's secure online payment gateway for maximum security. PayPal is world's leading online secure payment processor and has technology far more advanced than local credit card processor such as eNETS. PayPal is owned by eBay, a listed company in the USA.
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8. Do you accept debit cards? Yes, we do accept debit cards.
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9. How can I pay by bank transfer? To pay by bank transfer, add all your books into the shopping cart and then checkout. At the Final Review stage, click the 'pay by bank transfer' button to place your order. Further instructions will be given.
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10. Can I pay by cash? We regret that we require pre-payment prior to collection of books. Payment can be made either by credit/debit card, PayPal, bank transfer or cheque. Please refer to http://opentrolley.com.sg/payment.aspx for payment methods.
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11. How can I pay by cheque? Payment by cheque is only accepted when the total value of your order exceeds $200. To place an order, add your books into the shopping cart and checkout. On the Final Review page you will see the total payable. Click the 'pay by bank transfer' button to place your order.
Your cheque should be directed to OPENTROLLEY PTE. LTD. and mailed to our office address within 5 working days. Once the cheque has been cleared, we will process your order.
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12. How do I make a purchase? For a step-by-step guide to purchase books from our website, please click here.
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13. What are Low Stock items? Low-stock items are items that are available in limited quantity (5 or less) as of our last stock update. Stock update is done at the end of every working day. Low-stock items might have become unavailable at the time of purchase because there is a time interval between our stock update and customers' time of purchase.
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14. What happen if I buy a Low Stock item? If your Low Stock item is not available, we will notify you via email within 1 working day. You will then have the option of either cancelling the book (and get a full refund for that book) or you can wait until new stock arrives.
Let's say if you purchase 3 books and one of them is a Low Stock item that is not available. You can only get a refund for that one book if you choose to cancel it. But not the other two. Alternatively if you choose to keep the Low Stock item, we will deliver the two books first and then the Low Stock item separately, at no additional charges.
The Low Stock book will be delivered at the same method as the first two books. If you had chosen courier delivery, there will be a total of two home deliveries. However, if you chose to self-collect the orders, you will need to make two collections.
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15. Can I pay for Restocking items now and receive later? We regret that we do not accept reservation of Restocking items at the moment. Customers are advised to use our stock notification service to get timely update once the book is In Stock.
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16. Is my order successful? For card payment, your order is successful when receive an email receipt from PayPal, our credit card processor. Your order should also be visible on the Track Order page.
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17. Can I cancel my order? We regret that goods sold are not exchangeable or refundable even if the books are not delivered yet. We urge our customers to be certain that they want the books before placing an order with us.
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18. Can I change my delivery address? We regret that an administrative fee might be imposed should you wish to change your delivery address. You can contact us should you wish to do so at customers@opentrolley.com.sg.
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19. Can I change my delivery method? We regret that an administrative fee might be imposed should you wish to change your delivery method. You can contact us should you wish to do so at customers@opentrolley.com.sg.
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20. How can I print my receipt? To print your order's receipt, go to the transaction page from the Track Order page and click 'Printer-friendly receipt'.
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21. How can I return an incorrect, faulty or damaged item? Should you receive any items that you did not order, or that prove to be faulty, please contact us at customers@opentrolley.com.sg giving us details of your order.
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22. Where is my order? You can track your past orders by going to the Track Order page (login required).
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23. Where is my tracking number? Tracking number can be found from the Track Order page from 10 Dec 2009 onwards.
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24. I have not received my order yet It may take up to 7 working days to get your books. Saturdays and Sundays are not considered working days. If you have not received your book after 8 working days, please contact us immediately. You need to provide us with the Transaction ID.
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25. How much is delivery? Delivery costs $4.98 per order regardless of the number of books purchased.
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26. Do you use SingPost or Speedpost? From 28 April 2010 we no longer uses SingPost nor Speedpost.
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27. I'm not home when the courier came Before visiting your house, the courier will call you to schedule a convenient delivery timeslot. If you did not indicate your contact number to us, or did not pick up the call, he will still visit your house to deliver the package on that day. If you are not home, he will leave a delivery note for you to arrange redelivery. More information from Delivery Info page.
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28. I did not receive any Delivery Note
Please check Track Order page
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Self-Collection at Toy Outpost
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29. Is my order ready for collection? Please check the Track Order page to determine if the books are already at Toy Outpost. For enquiries, please contact us at customers@opentrolley.com.sg
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30. What time can I come down and collect? Toy Outpost opens daily from 12.30 pm to 10 pm.
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31. What should I bring? You need to provide the staff with the Transaction ID. This ID can be found from the Track Order page. You can just write the ID down on a piece of paper and verify with the staff.
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32. Where is the shop located? Toy Outpost is located at Plaza Singapura, Level 7.
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33. Do you deliver internationally? At the moment, we only deliver to Singapore addresses.
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34. Is OpenTrolley based in Singapore? Yes, we are based in Singapore. Our company registration no. is 200809204G and we are registered as OpenTrolley Pte. Ltd. under the Accounting & Corporate Regulatory Authority (ACRA) Singapore.
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