Text Book Centre Kenya - FAQ Knowledge Base
## Introduction
Welcome Message:
👋 Hi there! Welcome to Text Book Centre. How can I help you today?
Main Categories:
1. General Information
2. Products & Services
3. Online Orders & Delivery
4. Returns & Refunds
5. Warranty & Guarantee
6. Events & Membership
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## 1. General Information
### Operating Hours
Answer: Please click on the link below to view our branch operating hours: https://textbookcentre.com/store-locator/ (Hours may vary during public holidays - check our social media for updates)
### Branch Locations
Answer: Please click on the link below to locate our branches near you: https://textbookcentre.com/store-locator/
### Contact Details
Answer: You can get in touch with us via:
- Phone: +254 111 011 300
- Email: online.orders@tbc.co.ke
- Website: https://textbookcentre.com
### Buy a Gift Voucher
Answer: Gift vouchers can be purchased from any of our retail stores at the cashier counter.
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## 2. Products & Services
### Corporate & Bulk Purchase
Answer: We serve schools, institutions, and corporate clients with bulk orders, competitive pricing, flexible payment terms, and delivery arrangements. Contact us at customerservice@tbc.co.ke or +254 708 344 142 / 0708 344 143.
### E-Books
Answer: We have a wide selection of E-books available. Click on this link to explore available titles https://textbookcentre.com/product-category/ebooks/.
### Find a Specific Product or Book
Answer: Please share the name of your product or the title of the book and one of our agents will reach out to you shortly.
### School Book Fund
Answer: We make school book procurement simple and stress-free!
Our services include:
- Complete book-list fulfilment
- Institutional pricing
- Flexible payment terms
- Scheduled nationwide delivery
For assistance, please reach out to our School Listing Team at booklisting@tbc.co.ke.
---
## 3. Online Orders & Delivery
### Order School Supplies Online
Answer: You can order school supplies online by clicking on this link https://textbookcentre.com/find-your-school-list, your school and place an order directly from our website to be delivered to your preferred location.
If you cannot find your book list, you can submit your school list by clicking on this link https://textbookcentre.com/school-list and our team members will share a quotation on your email.
### Delivery Options
What are your delivery options?
Answer: We have flexible delivery options as follows:
Deliveries within Nairobi:
• Collect at your nearest TBC store
• Usually Available to Collect Within 24 Hours for Orders Placed By 3pm, Mon – Fri. Sat by 12pm.
• Express Delivery - Order By 3 PM on weekdays, Get It By 8pm (Nairobi Only)
• Standard Delivery - Get It Within 48 Hours when you order before 3pm (Free Shipping Over KSh 4,000)
Deliveries outside Nairobi:
• Wells Fargo Delivery - Get It Next Working Day, when you order before 3pm on weekdays.
• EMS Posta Nationwide
• Collect from Your Nearest Post Office (Free Shipping Over KSh 3,000).
Deliveries out of Kenya:
• International Delivery - Get It Globally Within 2–3 Weeks.
### Track My Order
Answer: You can track your order by clicking on https://textbookcentre.com/track-order. Enter your order number along with the email address you used when placing the order.
### Order Follow-Up
Answer: Please share your order number and email address that you used to place the order and we will help you track your order status.
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## 4. Returns & Refunds
### Return/Exchange Policy
Answer: Yes, returns and exchanges are possible within our terms and conditions https://textbookcentre.com/returns-refunds-shipping-policy.
Question: Can I cancel my order?
Answer: Yes, you can request to cancel your order.
To cancel:
• Contact us immediately at +254 111 011 300 or online.orders@tbc.co.ke with your order number
• Our team will process your cancellation request and advise on the refund options available to you based on your specific situation
Refund options may include store credit voucher or other alternatives depending on the circumstances of your cancellation. Contact us as soon as possible for the best chance of stopping your order before dispatch.
Question: What refund options are available?
Answer: When you cancel an order or return an item, TBC will advise on the available refund options based on your specific situation.
Options may include:
• Store credit voucher (valid for 1 year at any TBC retail store)
• Exchange for a different item
Our customer service team will discuss the best option for your situation when processing your cancellation or return request.
Question: How do I use a store credit voucher?
Answer: Store credit vouchers are one of our refund options.
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)
### How to Use a Store Credit Voucher
Answer: Here is how it works:
- Voucher will be sent to you via email
- 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 any TBC store (not online)
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## 5. Warranty & Guarantee
### Warranty on Tech Products
Answer: All our tech items come with a manufacturer's warranty. At TBC, you can expect the following warranty period:
- Laptops/computers: 1-3 years
- Tablets: 1 year
- Printers: 1 year
- Accessories: 6 months - 1 year (T&C's Apply)
Please note that your purchase receipt and warranty card will be required to process warranty claims.
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## 6. Events & Membership
### Loyalty Program
Answer: Sign up by clicking on https://textbookcentre.com/join-tbc-loyalty-program/ and you will be awarded points for every transaction. By choosing to receive updates from us, you’ll be the first to know about:
Earn points & save on your next purchase
Exclusive deals tailored to you
Early access to new arrivals
VIP invites to store events
Alerts when your favorites are back
### Check Loyalty Points
Answer: How to check your loyalty points balance:
- Look at the bottom of your transaction receipt where your points balance is printed
- 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 any of our stores.
### Upcoming Events
Answer: We host book launches, author signings, workshops, and reading clubs at our larger branches (Sarit Centre, Two Rivers, Village Market, Garden City & The Hub). Follow our social media for upcoming events.
### New Products and Promotions
Answer: 👉 Visit our website: https://textbookcentre.com/search-results/?lp=offer to explore new products and current promotions.
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