Textbook Centre – Frequently Asked Questions (FAQs)

1. General Information

Q1. What are your working hours?

• Please view our store locator to view up to date information on our store hours: https://textbookcentre.com/store-locator/

• (Hours may vary during public holidays - check our social media for updates)

Q2. Where are your branches located?

• We have 13 branches across Kenya. For a complete list with maps and directions, visit: https://textbookcentre.com/our-stores/

• Nairobi: Sarit Centre (Flagship), Two Rivers, Karen Hub, Garden City, TRM, Ruiru The Nord, Imara Mall, Galleria, Downtown CBD, Village Market, Kijabe

• Upcountry:, Eldoret, Kisumu

Q3. How can I contact Text book Centre?

• Phone: +254 111 011 300

• Email: online.orders@tbc.co.ke

• Website: https://textbookcentre.com

Q4. Do you offer corporate or bulk purchase services?

• Yes! We serve schools, institutions, and corporate clients with bulk orders, competitive pricing, flexible payment terms, and delivery arrangements. Contact us at online.orders@tbc.co.ke or +254 111 011 300.

2. Products & Services

Q5. What products do you sell?

• Books: Textbooks (CBC, 8-4-4, International), academic, fiction, children's books

• Stationery: Pens, notebooks, office supplies

• Arts & Crafts: Drawing, painting, craft supplies

• Toys & Games: Educational toys, puzzles, board games

• Technology: Laptops, tablets, printers, accessories - Please visit https://textbookcentre.com/for more product information

Q6. Do you sell textbooks for schools?

Yes. We stock all major curriculums: CBC, British Curriculum, and American curriculum. All approved publishers.

Q7. Do you sell eBooks or digital learning materials?

Yes, but currently limited selection - mainly for International Curriculum. Our digital catalog is expanding, visit https://textbookcentre.com/product-category/ebooks/ to explore titles available

Q8. Can you help me find a specific book or product?

Absolutely! Please share the name of your title and one of our agents will reach out to you shortly or search our website, call us, email with ISBN/title, or visit any branch. If out of stock we will contact you once restocked.

Q9. Do you offer gift wrapping?

Yes, gift wrapping is available. Corporate branding also available for bulk orders - inquire for details

Q10. Do you work with schools for book supply?

Yes! We provide complete book list fulfillment, institutional pricing, flexible payment terms, and scheduled delivery for schools nationwide. Contact our institutional sales team on Sales@tbc.co.ke.

3. Delivery

Q13. Do you offer delivery services?

Collect in store
- Usually Available To Collect Within 3 – 24 Hours For Orders Placed By 3pm, Mon – Fri. Sat By 12pm.

Express Delivery
- Order By 4 PM Mon – Fri And 12pm Sat, Get It By 8pm (Nairobi Only).

Standard Delivery
- Get It Within 48 Hours For Orders Placed By 3pm, Mon – Fri And 12 PM Sat (Free Shipping Over KSh 3000).

Wells Fargo Delivery
- Get It Next Working Day, 9 AM – 7 PM For Orders Placed By 3pm Mon – Fri And 12 PM Sat.

EMS Posta Nationwide
- Collect From Your Nearest Post Office (Free Shipping Over KSh 3000).

International Delivery
- Get It Globally Within 2–3 Weeks.

Q14. How much does delivery cost?

Based on location, weight, and speed. You'll see the cost at checkout online, or we'll quote when you order by phone/email. Free delivery may apply for orders above a certain value.

Q15. Can I track my order?

Yes. Click on https://textbookcentre.com/track-order. If you cannot get access to your order, let us know and one of our agents will help you for further assistance.

Q16. Can I collect my online order from a branch (Click & Collect)?

Yes! Select your preferred branch at checkout. We'll notify you when ready (usually same/next day). Bring order confirmation and ID. No delivery fee.

Q17. What if I need my order urgently?

Nairobi same-day delivery available for orders before 12 PM. For express upcountry delivery, contact us for expedited shipping (additional cost). If customer has not yet paid for the order they can choose express delivery or pick up in-store for same day delivery however, if it is extremely urgent then contact our agents

Q18. What if my order doesn't arrive on time?

Check your tracking details first. If delayed beyond expected timeline, contact us at +254 111 011 300 with your order number. We'll investigate with the courier and update you within 24 hours. Please check your email to see if you received an update regarding your order.

Q19. What if I provided the wrong delivery address?

Contact us immediately at +254 111 011 300. If an order is not yet dispatched, we can update the address. If already dispatched, we'll contact the courier to redirect (additional fees may apply).

Q20. Can I change my delivery address after placing an order?

Contact us immediately at +254 111 011 300 or online.orders@tbc.co.ke with your order number and new full address. If the order hasn't been dispatched yet, we can update it at no extra cost.

Q21. Can I modify my order after placing it?

If your order is still being processed, you may be able to add, exchange, or remove items. Contact our customer service team immediately at +254 111 011 300 with your order number. If your order has already been processed, modification options may be limited.

Q22. I didn't receive my order confirmation. What should I do?

If you paid via M-Pesa, you should receive your order number with the payment confirmation. For other payment methods, contact our customer service at +254 111 011 300 with your email address and/or name used to place the order, and we'll provide your order number and status.

4. Returns & Refunds

Q23. Can I return or exchange a product?

Yes.

Books: 24 hours - must be pristine, no markings

Other items: 7 days - unused, original packaging. Please read our terms and conditions on Returns, Refunds and Shipping Policy | Text Book Centre

Both require proof of purchase. Non-returnable: opened software, digital products, personalized items, final sale items.

Q24. What if I receive a wrong or damaged product?

Contact us immediately (within 48 hours): +254 111 011 300 or online.orders@tbc.co.ke. Provide order number and photos. We'll arrange immediate replacement or full refund (including delivery fees)

Q25. How long does it take to process a refund?

Our refund timelines are between 48 - 72 hours.

Q26. Can I cancel my order?

Yes.

• Before dispatch: Full refund, no fees

• After dispatch: Possible, but courier return fees may apply

• After delivery: Standard return policy applies

• Contact us immediately: +254 111 011 300 or online.orders@tbc.co.ke

Q29. How do I use a store credit voucher?

Store credit vouchers are issued when an item from your order is missing and cannot be fulfilled or replaced, or when you return an item. Here's how they work:

- Vouchers are sent to you via email after approval

- Present the physical voucher to the cashier at any TBC store

- Valid for 1 year from the date of issue

- Can only be used once for the full amount in a single transaction

- Redeemable only at our retail stores (not online)

5. Technology Products

Q30. Do you sell laptops and accessories?

Yes! We stock:

Laptops: HP, Dell, Lenovo, Acer, Asus, Apple MacBook (student, business, gaming models)

Tablets: iPads, Android tablets, e-readers

Printers: Inkjet, laser, multifunction

Accessories: Bags, keyboards, mice, USB drives, cables, chargers, webcams, headsets, power banks. Visit https://textbookcentre.com/product-category/technology/ to explore more of our laptops and accessories

Q31. Do tech products come with a warranty?

Yes. All tech items include manufacturer's warranty:

Laptops/computers: 1-3 years

Tablets: 1 year

Printers: 1 year

Accessories: 6 months - 1 year (T&C’s Apply)

Keep your receipt and warranty card for any claims.

Q32. Do you provide after-sales support for tech items?

Yes. We provide, please contact us on +254 111 011 300 for further assistance

Basic setup guidance and troubleshooting

Warranty claim assistance

Direction to authorized service centers

We don't repair in-house but will guide you through the warranty process.

Q33. Can you help me choose the right laptop?

Yes! Visit any branch or call us. We'll recommend based on:

Your use (school, work, gaming, general)

Budget

Required specs

Brand preferences

Q34. Do you offer tech bundles or student discounts?

We regularly offer promotional bundles (especially back-to-school) and occasional student discounts. Check our website, social media, or ask in-store for current offers.

Q35. What if my laptop/tech product has issues?

If within warranty period: Contact us with your receipt and warranty card. We'll verify the warranty coverage, direct you to the authorized service center, and follow up on your repair status

For non-warranty issues, we can recommend trusted repair centers.

Q37. Can I extend my warranty?

Yes, warranty can be extended at our stores when the item is going through the warranty process. There is a fee for this service, which our store staff will explain to you.

6. Additional Services

Q38. Do you have a loyalty or rewards program?

Yes! Registered customers get:

Exclusive promotions

Email notifications of sales

Priority access to new arrivals

Sign up in-store to register with our loyalty program.

Q39. How do I check my loyalty points?

You can check your loyalty points in three ways:

1. Check the SMS notification you receive after each transaction showing your current points, earned points, and redeemed points

2. Look at the bottom of your transaction receipt where your points balance is printed

3. Ask the cashier at any store to check your balance for you

Note: Loyalty points are currently only available if you have registered and shopped at our stores.

Q40. Do you buy or accept used books?

We don't have a buyback program currently. We occasionally accept donations for community initiatives - contact us to inquire.

Q41. Do you host events or author talks?

Yes! We host book launches, author signings, workshops, and reading clubs at our larger branches (Sarit Centre, Two Rivers, Village Market, Garden City). Follow our social media for upcoming events.

Q42. How can I stay updated on new products and promotions?

Subscribe to our email newsletter by visiting https://textbookcentre.com/

Follow us on Facebook, Instagram, X

Check website regularly

Visit our stores

Q44. Do you offer gift cards?

Currently, please check with our customer service team at +254 111 011 300 for gift card availability and options. - We offer gift vouchers - available in store