Frequently Asked Questions

Below is a list of Frequently Asked Questions. If you have a question that is not provided below, or would like to submit a comment, please email us at, or contact us at 876-948-6928 or 876-922-7016.

  1. If you forgot your password, you can have it emailed to you by following the simple prompts on the log-in screen.

    1. Go to log-in
    2. Click on the Forgot your password link
    3. Enter your User ID
    4. An email containing a temporary password will be sent to the address on file
    5. Log-in using your temporary password
    6. To change your password to your preference, click on your name in the top right corner, next to the "log out" link.
    7. Type your new password in the "New Password" and "Confirm Password" boxes, then click save. Remember, passwords are case sensitive and must be at least 6 characters and contain at least 1 letter and 1 number
  2. If you forgot your user ID, please call 876-922-7016 or email and one of our customer service representatives will locate your User ID by searching our database by your name, email address, company or first and last name.

    1. Sign In to your account
    2. After you sign in, Click on your name located in the top right corner, next to the "log out" link
    3. Type your preferred password in to the "new password" and "confirm new password" boxes, then click the "save" button. Remember, passwords are case sensitive and must be at least 6 characters and contain at least 1 letter and 1 number
  3. Can't find what you need on our website? KB offers a wide range of books, stationery, toys, educational games, electronics, and more. For more detail, call our Sales Department at 876.922.7016 or email us at and a representative may be able to source what you're looking for.

  4. You can cancel an order easily by sending the request via our Contact Us form and including the details – as long as your order is not yet ready to be sent to you.

  5. You can track orders online by clicking the Track Orders link when you log in. The meaning of each status is displayed below:

    Status of your order

    • Confirmed – We have received your order and it is being processed.
    • Complete – Your order is ready and will be sent shortly 
    • Cancelled - You or we have cancelled your order, or an item within your order. You will have received an email to confirm this and the reason for the cancellation
    • Return Requested – You have requested a return and we are either waiting on the order to be returned to the warehouse, or it is being processed
    • Refund Complete – Your request for a return has been processed and you should see a reflection in your next billing statement.
    • Contact Us - We have found an issue with your order. Please contact us if you have not already heard from us

    We will also send you email updates throughout, and you will have the option to check on the progress of your order by clicking on the link in your 'Your Order Has Shipped!' update email. 

    When our third party shipper has picked up your package from our warehouse, your tracking number may not be entered into their system until the following business day, so please wait 24 hours before tracking your order.

    If you are not able to track your order please contact our Customer Care team at


  6. Payment is authorized at the point of purchase and will be settled on the same day.

  7. Yes, we use 'Secure socket layer' (SSL) technology to encrypt your payment card to ensure your details are safe. We also use most reliable architecture available - a UNIX-based system with Sun servers and Oracle software which includes three levels of redundancy and is Visa CISP certified.

  8. If for any reason you are not satisfied with your purchase, please use our Contact Us facility or email us at and we will provide you with further instructions on filling out the return form, mailing labels, and the amount you will be refunded. Refund amounts for returned items will be credited to you in the same currency and using the same exchange rate as your original order.

    Returns must be made within 30 days of delivery. Please note: shipping fees are not refunded for preference return and unfortunately, we do not offer exchanges for online purchases.

    If your return is shipped after the time frame indicated above or without a sales receipt, we regret that we cannot issue a refund or return the item(s) to you. 

    For more information on our returns policy, please click here: Returns Policy

  9. If you have not received your order, discovered an error or discrepancy on your order, please notify the Sales Department immediately. Our representatives will gladly assist you with any necessary actions such as tracking your order, or making adjustments or replacements. Call 876-922-7016 or email us at