Textbook Centre – Frequently Asked Questions (FAQs)

1. General Information

Q1. What are your working hours? Monday to Friday: 8:00 AM – 8:00 PM Saturday & Sunday: 8:00 AM – 6:00 PM (Hours may vary during public holidays - check our social media for updates)

Q2. Where are your branches located? We have 13 branches: Nairobi: Two Rivers (Flagship), Karen Hub, Garden City, TRM, Ruiru The Nord, Imara Mall, Galleria, Downtown CBD, Village Market Upcountry: Kijabe, Eldoret, Kisumu

Q3. How can I contact Textbook Centre?

Phone: +254 111 011 300
Email: online.orders@tbc.co.ke
Website: https://textbookcentre.com
Social: Facebook, Instagram, X (@TextbookCentre)

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

Q6. Do you sell textbooks for schools? Yes. We stock all major curriculums: CBC, 8-4-4, Cambridge IGCSE, IB, British, 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.

Q8. Can you help me find a specific book or product? Absolutely! Search our website, call us, email with ISBN/title, or visit any branch. If out of stock, we can often special order it (1-3 weeks).

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.

Q11. Can parents order school books? Yes. Upload book list on our website, email it to online.orders@tbc.co.ke, call us, or visit any branch with the list. We'll prepare a complete package.

Q12. Can I reserve a product before coming to the store? Yes. Call or email the branch to check availability and reserve. Items held for 24-48 hours depending on demand.

3. Delivery

Q13. Do you offer delivery services? Yes, countrywide delivery. Delivery fees and timelines vary by location:

Nairobi: Same-day (orders before noon) or 1-2 days
Major towns: 2-4 days
Remote areas: 3-7 days

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 certain value.

Q15. Can I track my order? Yes. Once dispatched, you'll get tracking details via SMS and email. You can also call us anytime for status updates.

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).

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.

Q19. What if I provided the wrong delivery address? Contact us immediately at +254 111 011 300. If order not yet dispatched, we can update the address. If already dispatched, we'll contact the courier to redirect (additional fees may apply).

4. Returns & Refunds

Q20. Can I return or exchange a product? Yes.

Books: 24 hours - must be pristine, no markings
Other items: 7 days - unused, original packaging Both require proof of purchase. Non-returnable: opened software, digital products, personalized items, final sale items.

Q21. 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).

Q22. How long does it take to process a refund?

M-Pesa: 24-48 hours
Card payments: 5-10 business days (bank dependent)
Bank transfers: 3-7 business days

Q23. 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

Q24. How do I return an item? For in-store purchases: Return to any branch with receipt. For online purchases: Contact us at +254 111 011 300 or online.orders@tbc.co.ke. We'll provide return instructions and arrange courier pickup or you can drop at nearest branch.

Q25. Can I exchange for a different product? Yes. If exchanging for a more expensive item, pay the difference. If cheaper, we'll refund the difference or provide store credit.

5. Technology Products

Q26. 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

Q27. 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 Keep your receipt and warranty card for any claims.

Q28. Do you provide after-sales support for tech items? Yes. We provide:

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.

Q29. 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

Q30. 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.

Q31. 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
Follow up on your repair status For non-warranty issues, we can recommend trusted repair centers.

Q32. Can I return a laptop if I don't like it? Yes, within 7 days if unused and in original packaging with all accessories. The laptop must be in resalable condition with no software installed or data saved.

6. Additional Services

Q33. 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 on our website or ask in-store.

Q34. 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.

Q35. Do you host events or author talks? Yes! We host book launches, author signings, workshops, and reading clubs at our larger branches (Two Rivers, Village Market, Garden City). Follow our social media for upcoming events.

Q36. How can I stay updated on new products and promotions?

Subscribe to our email newsletter (on website)
Follow us on Facebook, Instagram, X
Check website regularly
Visit our stores

Q37. Can I get a gift receipt? Yes. Just let us know at the time of purchase (in-store or note it in online order comments). Gift receipts show item details but not prices.

Q38. Do you offer gift cards? Currently, please check with our customer service team at +254 111 011 300 for gift card availability and options.