NBS Help and Support Center
We are here to help!
If you need assistance with NationalBookstore.com, you've come to the right place.We made it easy for you to help yourself with our Help & Support Center. Select a topic or check the Frequently Asked Questions below.
FREQUENTLY ASKED QUESTIONS
- How to track your order
You may check your e-mail for the order status notifications. Alternatively, you may login to www.nationalbookstore.com and go to the order history section from your account page to view the status of your orders. For guest accounts, you may email us firstname.lastname@example.org or call us at 8888-8627 so our customer service team can assist you.
- Shipping fees
Shipping fees are calculated depending on the delivery location and the total weight of the items on your order. Total shipping weight may vary whichever is higher between actual weight and volumetric weight.
Volumetric Weight Computation: (L x W x H) / 5000 Example: = (10cm x 20cm x 15cm) / 5000
= (3000) / 5000
= 0.60 kg
- Additional fees
Additional charges may apply for cash-on-delivery payment option
- Delivery Times
Orders received are processed from Monday to Saturday, 8:00am to 6:00pm and will be picked-up by the couriers for delivery.
Delivery to Metro Manila and Major Cities within the Philippines may take up to 3-5 working days. Provincial deliveries may take 7 working days or longer.
Deliveries during sale and holiday seasons may take longer than usual.
National Book Store may postpone processing and deliveries in case of flood and other natural disasters to ensure the safety of its personnel.
- International Shipping
Shipping to location outside the Philippines is currently not supported.
- Missed delivery
The courier may contact you upon delivery to your address. In any case, the recipient is not available; the courier will schedule another delivery attempt before the items will be returned to our warehouse.
Your orders may be received by your representative as long as an authorization letter is presented along with both the IDs of the consignee and the representative.
- Receiving items by representatives
We allow receiving of items only by authorized representatives. An authorization letter must be presented along with both the IDs of the consignee and the representative.
- Serviceable areas
Some areas may not be covered by the courier due to local government restrictions, inaccessible to motorized vehicles or there are no delivery hubs yet within the area. You may refer to the updated list of serviceable areas from our courier provider websites.
- Return policy
We ensure that the items you ordered have undergone quality check before shipping. In any case that you received a damaged item, please email us within 7 days upon receipt of the item you purchased. A customer service representative will get in touch to assist you.
Regular items may be returned or exchanged within 7 days from the date of delivery provided that the item is in the good condition with the original packaging and accessories included. Please attach the sales invoice upon return or exchange.
All items that are on clearance sale have been fully marked down due to various reasons, including any damage that may not be physically apparent. These items are sold on as AS IS basis. Thus, items sold are considered as final sale and are not valid for return or refund.
- Order cancellation
Orders can be cancelled when an order is a duplicate order; payment is unsuccessful or incorrect information was entered upon checkout. Cancellations due to change of mind may not be allowed and may incur transaction charges so review your order before proceed to pay.
Refund requests may be processed only in case of unavailable stocks. For Dragonpay payments within 7 days, you may visit the refunds section at https://www.dragonpay.ph/refund. You will need to fill-in the details from here: https://refunds.dragonpay.ph/index.php/refund_request to facilitate the processing of your refund request. For requests after 7 days from the date of payment, please e-mail email@example.com. Refunds may take up to 15 business days and will be processed in the form of a bank check. A voucher credit may also be issued that can be used to re-purchase items from the online store.
For credit/debit card transactions, processing may take 10-15 banking days from the time the refund request was initiated. It may not post to your account instantly and may take several days depending on your billing cycle.
You may contact firstname.lastname@example.org or call our hotline at 8-8888-627 for assistance.
- How to order
Use the search bar to look for the products you want to buy or browse freely from the categories, carousel and product banners.
Check the product information
Input the Quantity and click Add to Cart
Review the items from your shopping cart before proceeding to checkout
Log-in to your account or checkout as guest
Select the shipping address or enter a new address in the required fields
Optional: Add a special instruction to your order
Optional: If you have a voucher code, enter in the corresponding field to apply the promo.
Select your payment method and click Place order. You will be redirected to the payment gateway page.
Enter the required payment details by the payment gateway
Once payment is successful, you will be redirected to the Thank you page.
An order confirmation email will be sent to you to notify you of the status of your order.
- Express Delivery
This shipping option is currently unavailable.
Upcoming books and stationeries are also offered for pre-order. A downpayment or full payment is required upon placing the order. Delivery of the pre-ordered item depends on the arrival of the stocks in our warehouse. An email notification will be sent for updates on the delivery status.
Regular items included with a pre-order will be shipped upon availability of the pre-order stocks.
- Items not applicable for Cash-on-delivery
Items such as office equipment and furniture are not available for cash on delivery. A downpayment may be required via bank deposit before the orders will be processed. A customer representative will coordinate with you regarding the payment instructions.
Donations to NBS Foundation like Project Aral Kits are not valid for Cash on Delivery.
- Special Orders
If you can't find a book that you would like to purchase online, you may send us a request via the contact form and our customer service group will send an e-mail with the details and the estimated cost for the special order.
- Bulk Orders
For bulk orders, you may contact us at 02-7901910 or send us an email at email@example.com
- Payment options
- Cash on Delivery
The total amount due should be paid in exact cash amount. The courier cannot provide any change nor accept other forms of payment (cheque, gift certificate, etc.)
A customer may cancel his/her order or change the shipping address provided that it has not yet been shipped.
Should the customer fail to pay the exact amount on the confirmed delivery schedule, the order will automatically be cancelled. The system may not allow COD to fraudulent accounts and accounts with high cancellation rate.
- Credit / Debit Card
We accept VISA and Mastercard Credit and Debit cards. National Book Store website DOES NOT store any credit card details such as card number, expiry date, security codes, etc. during order process. All credit card transactions are securely processed by our payment gateway provider.
- Over the counter payment
We accept over-the-counter payment through Dragonpay partner establishments like retail establishments (supermarkets, groceries, department stores, courier centers and remittance centers. Upon checkout select Dragonpay as your payment option. Choose your preferred fund source on the DragonPay payment page and provide the required details. Right after you process your payment using DragonPay, you will receive a confirmation on your email and instructions on how to process your payment. For more info, click here https://www.dragonpay.ph/how-to-use-dragonpay-offline-bank-deposit.
Robinsons Department Store
- Online Bank Transfer / Over the counter Bank payments
Upon checkout select DragonPay as your payment option. For online banking, choose your preferred fund source on the DragonPay payment page and provide the required details. You will be prompted to log in to your preferred bank account. Proceed to pay using your online bank account. For more info, click here https://www.dragonpay.ph/how-to-use-dragonpay-online-bank-deposit.
BDO Internet Banking / ATM / Cash Deposit
BPI Express Online Funds Transfer / Bills Payment
Metrobank Direct / Cash or Check Payment
Chinabank Online / ATM or Cash Payment
Landbank ATM online
Unionbank EON / Internet banking / ATM / Cash Payment
UCPB Connect / ATM / Cash Payment
EastWest Online / Cash or Check Payment
Landbank Cash Payment
PNB e-Banking Bills Payment / Cash Payment
RCBC Cash Payment
Security Bank ATM / Cash Payment
RuralNet Banks and Coops
- E-wallet Payments
- Cash on Delivery
Atome - Minimum P100 purchase to avail 3-months installment
- Gift Wrapping
You may opt to have your orders gift wrapped upon delivery. An additional fee will be charged on top of your total amount due.
- Careers With NBS
Check our list of job openings from here: https://www.nationalbookstore.com/cms/17/careers
- How to publish my book?
If you are looking for a publisher, we are happy to refer you to our sister company, Anvil Publishing Inc. You can check out their submission guidelines through this link: http://www.anvilpublishing.com/discover-anvil/publish-your-work/
- How to sell my book through National Book Store?
If you have self-published books that you would like to sell under National Book Store, Please send a digital sample of your book as well as proposal letter which should include the following: retail price, ISBN, a short description of your book, an author bio, your contact information (name, email address and mobile number are necessary). All samples should be sent to Merchandising Books Department at firstname.lastname@example.org. It will take seven business days for us to evaluate your book and get back to you. If you are looking for a publisher, we are happy to refer you to our sister company, Anvil Publishing Inc. You can check out their submission guidelines through this link: http://www.anvilpublishing.com/discover-anvil/publish-your-work/.
*Please note that we will be unable to return samples that have been sent to us.