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General Questions

When is the Big Bad Wolf Online Book Sale?

The Big Bad Wolf Online Book Sale will begin on 4th November 2020 at 12:01AM and end on 11th November 2020 at 11:59PM.

How do I contact you?

Please email us at supportmy@bigbadwolfbooks.com.

I have forgotten my password, what should I do?

• At the Log in Page, click on the ‘Forgot Password’ link here.
• Enter your email address. An email will be sent to guide you how to reset your password.

When will my order arrive?

*** UPDATE: Due to technical issues including additional SOPs relating to COVID-19 pandamic, we now expect delivery will take 8 - 12 business days for Peninsular Malaysia (longer for East Malaysia)

From the date you place your order, delivery within Peninsular Malaysia will take approximately 3 to 8 business days and as for East Malaysia it will be from 10 to 14 business days. Please note that there might be delays due to the ongoing situation in Malaysia.

How much will delivery cost?

Reasonable delivery charges will automatically be computed at the checkout page before you complete your order. Charges are based on local delivery rates only.

Am I eligible for Free Shipping?

FREE SHIPPING is applicable for Peninsular Malaysia with a minimum spend of MYR 180 and above in a single order, and as for East Malaysia there will be 30% discount on shipping with no minimum spend. Both of which will be shown automatically on your checkout page.

How can I track my order?

You may click the ‘Track your order’ link on our website to be able to track the status of your order.

What should I do if I have accidentally purchased duplicate items?

It is not possible to amend or cancel items. The Big Bad Wolf Online Book Sale is only of short duration, orders are processed and packed as quickly and efficiently as possible. Hence please be sure to check through your cart carefully before making payment.

What do I do if I have made a duplicate order by mistake?

Cancellation of an order is not possible once it has been processed. Please be sure to check your email (inbox/junk/spam) to ensure you have not missed an order invoice before you proceed to make a new order. Should you still be unsure, you may email us at supportmy@bigbadwolfbooks.com.

How do I track my shipment?

We will email a tracking number that will enable you to check the status of your order on the respective courier company’s website. You may check on you order status by following these steps:

For DHL:
1. Proceed to https://ecommerceportal.dhl.com/track/
2. Enter tracking number of the shipment you wish to track
3. Click “Track Shipments” to get your shipment information.

For Hock Cheong:
1. Proceed to https://www.hockcheong.com/
2. Enter tracking number of the shipment you wish to track
3. Click “Track” to get your shipment information.

I have clicked on checkout but was unable to make payment. How do I retrieve my order and complete payment?

Log in to your account and click on “My Orders”. Once you see the order in question, click on “Reorder” on the far right. If you wish, you may add more items to your cart before you make payment.. Please be sure to clear your cache and cookies before beginning this whole process.

I used my discount code when trying to checkout, but wasn’t able to complete payment. When I try to reorder, I’m unable to re-use my discount code. What do I do?

Please do email us at supportmy@bigbadwolfbooks.com with details below and we will be happy to assist you:
1) Your e-mail address (registered to your BBW account).
2) The discount code that you have been trying to use.

How do I know if my purchase or payment was successful?

Log in to your account and click on “My Order” to check on the status of your order. Alternatively, you may check your email (inbox/junk/spam) rto view your order invoice. In the event you have not received the invoice or are unable to check on the status of your order, please do not hesitate to email us at supportmy@bigbadwolfbooks.com.

What does the status “Pending” mean?

If the status of your order indicates as “Pending”, it means that payment was not made or captured. You will need to place a new order.

What happens if my address is wrong or incomplete?

Please be sure to key in the correct and complete address including the exact postal code to avoid situations such as :
1. Non-Delivery of items
2. Additional Cost of Shipping
3. Delay in shipping and delivery

How can I register?

To register, simply click on the ‘Register’ link and it will lead you to the registration page for you to fill in the required credentials. Registration is Free.

Are your books brand new?

All our books are new. Many of them are printed specially for us, others are overstock or remaindered books. These originate from publishers who have printed too many copies of a new title, sent them for sale at regular book stores, and then had them returned by retailers. This is how we obtain so many books at such good prices, enabling us in turn to pass these savings on to our customers. The books are sometimes marked on their base with a black pen to indicate their status, but they are all nonetheless essentially brand new.

How do I search for a book?

We have a huge selection of books and other items spanning a wide variety of categories and genres. To make it easy for you to browse, you can navigate using one of two ways:
Search Field :
Enter a book title, author, keyword or ISBN into the Search field found at the top of our webpage and then press the 'search' button (magnifying glass icon).
Categories :
An extensive list of categories and sub-categories can be found at the top of the webpage, with drop-down menus. Just move your mouse pointer and click on the categories or sub-categories you want.

I can’t find the book that I want. Can I place a special order?

That isn’t possible as the Big Bad Wolf Online Book Sale does not take special orders at the moment.

How do I change the information in my account?

In order to change the information in your account you will need to Log In to your account and click on Profile. You will then be able to change your information from that page onwards.

I contacted your support team via email a few hours ago. Why haven’t I received a reply?

Please bear with us. Our customer service team will respond to your enquiry within 24 hours.

Membership

How do I sign up as a member?

All you need to do is register on our website with the required credentials and you will automatically be enrolled as a member.

What are the benefits I will enjoy as a member?

You will be entitled to attractive discounts on selected items. Please visit “Members’ Corner” for more information.

Orders

How do I place an order?

For a quick checkout experience, please ensure that you are logged in before placing an order. Once logged in:
Step 1: Select the Book of your choice
Step 2: Click on the ‘Add to Cart’ icon
Step 3: Click the Shopping Cart Icon
Step 4: Confirm the details of the item(s) you have ordered
Step 5: Key in your user-ID and Password. If you are a new customer, click on ‘Register Account’ and fill in the following details such as:
Shipping Address
Shipping Method
Payment Method
Step 6: Proceed to ‘Checkout’.

Can I add items into an existing order?

You may continue to shop and add as many items as you wish to your order, as long as you have not proceeded to Checkout and made payment. Unfortunately, we are unable to combine orders or add items to an order once it has been paid for.

How will I know if you have received my order?

Upon receiving your order, we will send you a notification email. In the unlikely event that we are unable to fulfil your order for any reason, we will notify you immediately and process a refund for you.

What happens if I leave my orders in the cart unpaid?

We suggest that you complete your purchase as soon as you have placed your items in your cart as all items are available only “While Stocks last”. We are unable to guarantee that your chosen items will still be available later.

I have ordered a duplicate item. What should I do?

If you have ordered a duplicate item please email us at supportlk@bigbadwolfbooks.com within 24 hours and we will be happy to assist you further.

I am unable to add an item to my cart. What should I do?

Please try refreshing your browser and clearing your cache. If the problem persists, please email us at supportmy@bigbadwolfbooks.com so that we may assist you further.

Will I receive any order confirmation after placing an order?

Yes, notification emails will be sent to you confirming the status of your order once you have placed it. The emails that you will receive are :
1. Order Confirmation – Order Number Provided (Order Captured)
2. Payment Confirmation – Invoice Provided (Payment Captured)
3. Shipping Confirmation – Tracking number Provided (Ready to be Shipped)

Can I change my delivery address after my order has been dispatched?

As our online store is set up to process your orders quickly and efficiently, we regret that your delivery address cannot be changed. Please be sure to enter a complete address upon your checkout.

Payment

What are forms of online payment that you accept?

The modes of online payment that we accept are :
• Visa and Mastercard Credit Cards
• Visa and Mastercard Debit Cards
• Internet Banking from participating banks.

Shipping

I haven’t received my order, what should I do?

In the unlikely event that you do not receive your order within the specified delivery period, please check with the relevant courier company or by contacting us at supportmy@bigbadwolfbooks.com with the details.

Are you able to deliver my orders on weekends or Public Holidays?

We regret that our courier partner company only schedules deliveries weekly, from Mondays to Fridays with no delivery on Public Holidays.

What will happen to my parcel if it is undelivered or unclaimed?

Please contact the relevant courier company and provide your tracking number for them to investigate and revert to you accordingly. If at all there is an issue that persist, please do not hesitate to email us at supportmy@bigbadwolfbooks.com

Are there any areas that you don't deliver to?

Please note due to Covid-19 restrictions, delivery to Sandakan postcode 90000 is temporarily unavailable. We are unable to deliver at this time.

Damaged items

I received a damaged item. What should I do?

Please notify us via email at supportmy@bigbadwolfbooks.com and include proof of the damage (digital photographs will suffice). We will investigate and keep you advised accordingly.

Refunds

Can I get a refund?

In order to offer you the best prices at our Big Bad Wolf Online Book Sale, we strictly impose a non-cancellation and non-refund policy on all items sold. However, should there be a discrepancy (please refer to the Refund Policy), https://shopbigbadwolfbooks.com/my/cancellation-refund-policy please do not hesitate to email us at supportmy@bigbadwolfbooks.com immediately.

How can I request a refund?

Should you need to request a refund due to a discrepancy (please refer to the Refund Policy), do email us at supportmy@bigbadwolfbooks.com. Please include:
a) Order Number
b) Reason for Refund

How soon can I expect a refund?

The refund process will take approximately 7 to 14 business days.

Cancellation

How do I cancel my order?

We are unable to cancel, combine or add items to an order once it has been placed. To avoid this predicament, we encourage you to spend as much time as you want shopping, deciding and checking the order before proceeding to Checkout to make payment.
For further assistance, please email us at supportmy@bigbadwolfbooks.com.

Store Credit

What is a store credit?

A store credit is an amount that is credited into your BIG BAD WOLF BOOKS registered account that enables you to make a purchase(s) with it.

What is the validity of my store credit?

The Store Credit is valid until the very last day of the Big Bad Wolf Online Book Sale, i.e. .Hence please utilize your store credit (if any) before the sale ends.

Technical issues

If I encounter an error at ‘Add to Cart’, Checkout, Payment or etc., what do I do?

If you encounter any of these issues, please try refreshing your browser, clear cookies and cache. If the problem still persists, please email us at supportmy@bigbadwolfbooks.com.
Please include a screenshot of the error in your email for us to be able to assist you further.

I am having issues when trying to make an order/payment. What do I do?

Please clear your cache and cookies and try again. Should this issue persist, please do not hesitate to email us at supportmy@bigbadwolfbooks.com.
Please include the details below so that we can assist you efficiently.
1. Screenshots/Images of the issue or error.
2. The browser that you are using, i.e. Chrome, Internet Explorer, Mozilla Firefox, etc.
3. The device that you are using, i.e. IOS or Android.

Promotions

HORRIBLE BOOKS “BUY ANY 3 FOR RM15” PROMOTION

• Promotion mechanics is set as per below:
o Buy 3 books for RM15
• Promotion is valid for all visitors of Big Bad Wolf Malaysia 2020 Online Sales
• Promotion is valid for books categorized under Horrible Book Category
• Customers would need to select 3 books from Horrible Book Category to activate the promotion
• There is no limit to the number of times this promotion can be activated
• Big Bad Wolf Books Sdn Bhd. reserves the right to amend the Terms & Conditions of this promotion at any time without prior notice

WHITE STAR CLASSIC FAIRY TALES “BUY ANY 2 FOR THE PRICE OF ONE” PROMOTION

• Promotion mechanics is set as per below:
o Buy 2 for the price of 1
• Promotion is valid for all visitors of Big Bad Wolf Malaysia 2020 Online Sales
• Promotion is valid for titles/books categorized under “White Star Classic Fairy Tales”
• There is no limit to the number of titles that can be purchased
• Customers would need to select 2 books to be eligible for the “Buy 2 for the price of 1” promotion
• Free book applies to the book with the lowest price
• Big Bad Wolf Books Sdn Bhd reserves the right to amend the Terms & Conditions of this promotion at any time without prior notice

MAGICAL DEAL PROMOTION

• Promotion mechanics is set as per below:
o Buy 2 books free 1 book
o Buy 3 books free 2 books
• Promotion is valid for all visitors of Big Bad Wolf Malaysia 2020 Online Sales
• Promotion is valid for titles/books curated in the “Magical Books” Category
• There is no limit to the number of titles that can be purchased
• Customers would need to select 3 books to be eligible for the “Buy 2 Free 1” promotion and 5 books to be eligible for the “Buy 3 Free 2” promotion
• Free books apply to the books with the lowest price
• Big Bad Wolf Books Sdn Bhd. reserves the right to amend the Terms & Conditions of this promotion at any time without prior notice

CHRISTMAS 8 IN 1 BOARD GAME BOOK RM 5 DISCOUNT COUPON

• Price at RM25
• RRP RM112.50
• Get RM5 (per piece) off with promo code XMASBOOK
• Only 1 promo code can be applied at a time per transaction
• No stacking of promo codes allowed

RM5 COUPON

1. Coupon allows RM5 off with a minimum purchase of RM80 with coupon code BBWRM5OFF.
2. Offer is limited to the first 100 redemptions per day from 4 November – 11 November 2020 on a first-come, first-served basis.
3. Only 1 coupon code can be applied at a time per transaction.
4. All coupons are non-refundable and not exchangeable for cash or equivalent.
5. This coupon is only valid at the Big Bad Wolf Online Book Sale Malaysia website (https://shopbigbadwolfbooks.com/my). Not valid for any online marketplaces and offline channels.
6. A valid code must be entered at the checkout page in order to redeem the coupon.
7. Not valid with other promotions, coupon codes, unless otherwise stated.
8. Big Bad Wolf Books Sdn. Bhd. reserves the right to change these terms & conditions or cancel any promotions at any time and without notice.

10% OFF COUPON

1. Coupon allows 10% off with a minimum purchase of RM300 with coupon code BBW10%OFF.
2. Offer is limited to the first 100 redemptions per day from 4 November – 11 November 2020 on a first-come, first-served basis.
3. All coupons are non-refundable and not exchangeable for cash or equivalent.
4. Only 1 coupon code can be applied at a time per transaction.
5. This coupon is only valid at the Big Bad Wolf Online Book Sale Malaysia website (https://shopbigbadwolfbooks.com/my). Not valid for any online marketplaces and offline channels.
6. A valid code must be entered at the checkout page in order to redeem the coupon.
7. Not valid with other promotions, coupon codes, unless otherwise stated.
8. Big Bad Wolf Books Sdn. Bhd. reserves the right to change these terms & conditions or cancel any promotions at any time and without notice.

BBW + OCBC 5% COUPON

1. Coupon allows RM5% off with a minimum purchase of RM100 with coupon code BBWOCBC5%.
2. Offer is limited to the first 200 redemptions per day from 4 November – 11 November 2020 on a first-come, first-served basis
3. Only 1 coupon code can be applied at a time per transaction.
4. All coupons are non-refundable and not exchangeable for cash or equivalent.
5. This coupon is only valid at the Big Bad Wolf Online Book Sale Malaysia website (https://shopbigbadwolfbooks.com/my). Not valid for any online marketplaces and offline channels.
6. A valid code must be entered at the checkout page in order to redeem the coupon.
7. Not valid with other promotions, coupon codes, unless otherwise stated.
8. Big Bad Wolf Books Sdn. Bhd. reserves the right to change these terms & conditions or cancel any promotions at any time and without notice.

SHIPPING PROMOTION

*** UPDATE: Due to technical issues including additional SOPs relating to COVID-19 pandamic, we now expect delivery will take 8 - 12 business days for Peninsular Malaysia (longer for East Malaysia)

Free shipping for Peninsular Malaysia
1. This promotion is ONLY applicable for orders and deliveries within Peninsular Malaysia.
2. No promo code is required, free shipping will be automatically applied at checkout when you purchase above RM180.
3. Once the parcel is shipped out from our warehouse, delivery will take 3 – 8 business days*.
4. Big Bad Wolf Books Sdn. Bhd. reserves the right to amend the Terms & Conditions of this promotion at any time without prior notice.

30% off shipping fees with no minimum spend
1. East Malaysians, enjoy 30% off delivery fees any purchase from the Big Bad Wolf Online Book Sale Malaysia 2020!.
2. No promo code is required.
3. This promotion is ONLY applicable for orders and deliveries within East Malaysia.
4. Once the parcel is shipped out from our warehouse, delivery will take 10 – 14 business days*.
5. Please note that deliveries to Sandakan and Kunak are temporarily unavailable.
6. Big Bad Wolf Books Sdn. Bhd. reserves the right to change the terms and conditions at any time without further notice.

* Business days exclude public holidays and weekends.
** Please note due to Covid-19 restrictions, delivery to Sandakan postcode 90000 is temporarily unavailable. We are unable to deliver at this time.

Big Bad Wolf Books Sdn. Bhd.

Wolf House, 5, Jalan Trompet 33/8, Taman Alan Indah, 40400, Shah Alam, Selangor

General Enquiries