Frequently asked questions
Orders
How to search and browse for Items?
If you're looking for a specific item, enter a few words into the search box and select the search icon. This will display the matching results.
Tips for Finding Items
To improve your search results, try limiting your search to a specific product category.
How to Check Item Availability?
Each product page displays an availability status, indicating whether the item is currently available to order or not.
In Stock
The item is in stock in the warehouse and is available to add to the cart. We expect to prepare it for shipment within 48-72 hours.
Currently unavailable
This item is not currently available for ordering and will be marked as Not Available.
How do I place an order for bulk products?
To place a bulk order:
1. Log in to your account and click the Upload Products via PO button.
2. Upload the approved PO file in text-based PDF format.
3. Click Add to Cart button.
4. Once the items are in your cart, click Proceed to Cart button.
5. Proceed to checkout and place your order.
Uploading a Purchase Order (PO) is required to place an order. The system will not allow submission of an order without a valid PO. The PO will be validated before the order can be approved.
Does the B2B portal accept online payments?
The B2B portal does not support online payments, as it is designed exclusively for credit customers.
Damaged, Defective or Wrong Products
Some products sold and shipped by Threads may be eligible for repair or replacement by the vendor.
Electronics
Electronic items sold by Threads are generally covered under a 1year manufacturer’s repair or replacement warranty. This warranty starts from the order delivery date and lasts for the period specified on the product page.
Warranty Support
For any warranty assistance, please contact the Threads Team at [email protected].
Product Expiry
Certain product categories (Consumables) may have an expiry date printed directly on the product in MM/YY or DD/MM/YY format or as 'Best before X months' or as 'Use by' or as 'Shelf Life'.
Note:If you receive an expired product, you can contact us within 7 days from the delivery of the product.
Threads may issue refund/replacement for products near to expiry in alignment with our 7-day expiration refund policy. You can check the Manufacturing Date/Packaging Date & Expiry Date information on the item packaging.
Qualification Criteria:
1. Products must have an expected consumption duration based on product units' quantity and recommended usage (for example: 365-count vitamins with once-daily dosage = 1-year expected usage).
2. The remaining shelf life at delivery is less than the product's expected consumption duration.
3. You must report the issue within 7 days of delivery.
Delivery
Are there any delivery charges for orders?
Orders placed through the B2B portal are not subject to any delivery charges.
How can I track which orders have been delivered?
You can track delivered orders by checking the Connected Items line status, which will show the invoice once an order has been delivered.
How many days does delivery take?
The estimated delivery time is 3–4 days after the order is placed and approved.
Returns and Refunds
Threads offer returns for items within 7 days of receipt of shipment.
Items shipped from Threads can be returned within 7 days of receipt of shipment in most cases through email sent to: [email protected].
Returns will be processed only if:
1. The product was not damaged while in your possession.
2. The product matches what was originally shipped to you.
3. The product is returned in its original condition, including:
Sealed/unopened packaging, if applicable
Original brand or manufacturer box
Any user manual, warranty card, and all accessories, if applicable
Return process:
1. We will arrange for the items to be collected from within 7 working days.
2. After the courier collects your item, it may take up to two weeks for us to receive and process your return.
3. Once processed, a credit note will be issued to the respective school within 14 business days.
Account Settings
Can multiple users place B2B stationery orders under one company account?
Only two users are permitted to place B2B stationery orders under a single company account. Any additional users must be requested and approved through the Threads Team.
How do I create a new user under an existing B2B account?
Only the school admin can create a new user under an existing B2B account. To do this:
1. Log in to the B2B portal.
2. Click on the user icon and select My Account.
3. Navigate to the Manage Users section from the left-hand menu.
4. Click Add New User.
5. Enter the new user’s details and your admin password.
6. Save the changes.
The new user will then appear in the user list.