Welcome to our Help & Support center!

Browse our General FAQs for quick details on store policies, local ready stock, shipping, tax invoices, and warranty coverage, or dive into our Technical FAQs to learn about E-ink screen behavior, battery care, and the key differences between reading on an e-reader versus a phone or tablet. You will also find dedicated, brand-specific guides for Kindle, Kobo, Pocketbook and Xteink that walk you through library borrowing, file syncing, regional store setups, and troubleshooting for your specific device.

General

Do you have a physical shop?

We do not have a retail storefront. However, we have an office that serves as our dedicated drop-off and self-pickup location. If you would like to pick up an order at our office, please contact us in advance to schedule an appointment.

Where else can I buy your products online?

You can find us on Shopee, Lazada, and TikTok Shop by searching for Caveman.OS. While shopping on marketplace apps is always an option, ordering directly from our website guarantees you get the best direct value by skipping platform commission fees—complete with our direct lifetime technical support!

How long does shipping take?

Once your order is dispatched, we will send you a tracking number so you can follow your shipment. Delivery timing is as follows: 

  • West Malaysia: Standard delivery takes 1 to 3 working days.
  • East Malaysia: Delivery takes 3 to 5 working days.

Can Caveman OS Sdn Bhd supply e-readers to government departments, schools, or public libraries?

Yes, we can! We are a registered business under SSM and can support public sector procurement. We can provide official company quotations, proforma invoices, e-Perolehan fulfillment, and tailored documentation for government agencies, schools, and public libraries. Please reach out to our team directly with your organisation’s requirements.

How can I get an official receipt or tax invoice?

If you need a formal receipt or corporate tax invoice for your purchase, please contact our support team via WhatsApp at +6011-5951 1883 with your order number, and we will prepare it for you.

Can I get an e-invoice for my purchase?

While we are not yet part of the LHDN e-invoice system due to the government’s phased rollout schedule, we can provide a standard official tax invoice for your order. Simply reach out to our customer support team via WhatsApp at +6011-5951 1883 with your order number, and we will issue the necessary documentation for you.

Are all the e-readers listed on your website ready stock in Malaysia?

Yes! Unless clearly marked as "Pre-Order", all items listed on our website are 100% local ready stock and will be dispatched  within 24–48 hours after you have placed an order.

What payment methods do you accept?

Do you ship to Singapore, Brunei, Philippines, or Thailand?

Yes, we do ship e-reader devices internationally to selected countries! Because international shipments require special logistics arrangements, they cannot be processed directly through our website checkout. Please reach out to our customer support team via WhatsApp, and we will guide you through the process to get your device delivered smoothly.

What happens if my package arrives damaged during shipping?

We inspect and pack every e-reader securely before shipping. However, if your package arrives visibly damaged, please take clear photos/videos of the outer box and device within 24 hours of receiving it and contact our support team immediately.

Do you provide repair services for damaged e-readers?

We do not offer direct hardware repair services. If your device has a manufacturer defect covered under warranty, we will handle the full warranty claim and replacement process for you. If the damage is due to accidental user fault (such as a dropped or cracked screen), we can guide you on where to source official repair parts.

What does the device warranty cover?

Our devices come with coverage for factory defects and hardware failures not caused by accidental damage or misuse. For a complete, step-by-step breakdown of coverage periods and claim procedures, please visit our official [Warranty Policy Page].

What is your return or exchange policy if I change my mind?

We do not accept returns or exchanges on e-reader devices for a change of mind, so we strongly encourage you to chat with our team before purchasing! Our team loves helping customers find the perfect device for their needs to ensure you get the right match from the start. 

If you change your mind about an accessory, we can process an exchange as long as the item remains unused and in its original packaging. Please contact our support team to arrange the exchange prior to returning the item. Kindly note that all shipping costs for accessory exchanges are borne by the customer.

Technical

Why should I get an e-reader instead of physical books?

  • Unmatched Portability: Carry thousands of books without the weight or bulk of physical paperbacks.
  • Instant Downloads: Get your next read delivered straight to your device in seconds, anytime and anywhere.
  • Eye-Friendly Customization: Read late into the night with gentle front lighting, customizable text sizes, and instant dictionary lookups.
  • Clutter-Free Reading: Enjoy an ever-growing library without needing extra bookshelf space at home.

Why should I get an e-reader instead of a phone or tablet?

  • Glare-Free E Ink Technology: Phone and tablets shoot light directly into your eyes, leading to glare, headaches, and eye fatigue. E-readers use E-ink display technology, which reflects ambient light naturally just like real paper.
  • Distraction-Free Focus: Enjoy dedicated reading sessions with zero social media notifications, work emails, or pop-ups interrupting your flow.
  • Battery Life for Weeks: While tablets require daily charging, e-readers last for weeks on a single charge because E-ink only consumes power when you flip a page.

Can I read my own PDF files or EPUB documents on an e-reader?

Yes, absolutely! All modern e-readers support standard e-book formats like EPUB, PDF, and TXT. You can easily transfer your personal files to your e-reader using a standard USB cable connected to your computer, via cloud storage (such as Google Drive or Dropbox on supported devices), or using free software like Calibre.

Can I install third-party reading apps like Kindle, Libby, or Wattpad on my e-reader?

Closed-System e-Readers like Kindle, Kobo, PocketBook and Xteink run on lightweight, dedicated Linux software designed strictly for focused reading, so they do not support third-party app downloads.

What is the difference between Black & White (Monochrome) and Colour E-ink screens?

  • Black & White E-ink: Offers maximum contrast, sharper text, and brighter backgrounds. It is ideal for readers who focus primarily on text heavy novels, non-fiction, and standard eBooks.
  • Colour E-ink: Displays soft, muted colors similar to newsprint. It is perfect for reading comics, manga, children’s books, colored PDF charts, and highlighted study notes.

What is the difference between Linux-based (Closed-system) e-readers and Android (Open-system) e-readers?

  • App Support & Lifespan: Android e-readers run on phone software that gets outdated when mobile apps update. Closed system e-readers use dedicated reading software, so your device stays reliable for years without app compatibility issues.
  • Reading Experience: Popular mobile reading apps are made for fast phone screens, so they lag and stutter on E-ink displays. Closed systems are built specifically for E-ink, ensuring smooth page turns and clean text.
  • Battery Life: Android processes run in the background and drain power quickly, lasting only a few days per charge. Closed systems are lightweight and energy efficient, lasting for weeks on a single charge.

Why is the available storage space less than what is listed in the product specifications?

Just like smartphones and computers, a portion of the total built-in storage is dedicated to the operating system (such as Android or custom Linux) and pre-installed system apps. For example, on a 32GB device, around 5GB to 8GB is used by the system files so your e-reader can run smoothly. The remaining space is fully available for your personal eBooks, documents, and audiobooks.

Is 16GB or 32GB enough to store my books?

Yes, both offer plenty of space for most readers. It mainly depends on what file formats you read:

  • Standard Text & EPUB: Regular novels are typically under 2–5MB, so even 16GB can easily hold thousands of books.
  • Comics, Manga & PDFs: Image-heavy files take up significantly more space, so 32GB is recommended if your library includes a lot of visual content.

What happens if I drop or scratch my e-reader screen display?

E-ink screens use a delicate glass layer underneath to create that crisp paper look, making them more fragile than phone screens against drops and heavy pressure. We strongly recommend using a protective case or cover to keep your screen safe.

Is it normal for an e-reader screen to feel a bit slow or refresh with a black flash?

Yes, this is completely normal! Unlike phone or tablet screens that constantly light up and refresh dozens of times per second, E-ink screens use millions of microscopic ink capsules (black and white pigments) that physically move to form text and images. When you navigate menus or turn a page, the screen performs a quick "refresh" to clear away leftover ink traces (ghosting). This process is what makes the screen glare-free, paper-like, and extremely gentle on your eyes.

Why does my e-reader keep freezing or hanging?

This is normal for e-readers. E-reader processors are designed to save battery rather than process things at high speeds, so they can freeze if overwhelmed. Common reasons include:

  • Opening large files or damaged (corrupted) downloaded e-books
  • Tapping or swiping the screen too quickly before the previous action loads

To fix this easily, perform a hard restart by holding down the power button for 10 to 15 seconds until the screen reboots.

 Can I use my e-reader to browse the web?

Yes, you can, but it is not recommended for normal web browsing. E-reader browsers are very basic and are not built to load heavy everyday websites smoothly. We suggest using the browser mainly for quick and simple tasks, such as transferring e-books wirelessly or looking up words on Wikipedia while reading.

Will my e-reader work without a Wi-Fi connection?

Yes! Wi-Fi is only required when downloading new books, syncing reading progress, or updating software. Once your eBooks are downloaded onto your device, you can read completely offline anytime.

Why does my battery last shorter than the official advertised duration?

Advertised battery specs come from factory tests done in ideal conditions, like low screen brightness and no Wi-Fi. In real life, your battery life depends on your specific model and how you use it. If you read for 1 to 2 hours a day with Wi-Fi turned off (Airplane Mode) and moderate brightness, your e-reader can easily last for weeks on a single charge. To keep your battery healthy, avoid using high-wattage fast chargers. Stick to standard chargers, as fast charging can cause the battery to wear out faster over time.

What are the recommended charging specifications?

We recommend using a standard 5V, 1A to 2A power adapter (5W to 10W) to charge your e-reader safely. Avoid using high-wattage fast chargers (like modern smartphone or laptop chargers), as excess power and heat can accelerate battery degradation and shorten your e-reader's lifespan over time. You can use these methods to safely charge your e-reader:

  • Use an official, low-power e-reader charger (available for purchase in our store)
  • Plug your USB cable directly into a computer or laptop USB port

Is it necessary to apply screen protector to my e-reader?

It comes down to personal preference, but we highly recommend getting one! While e-reader screens are fairly durable, a matte screen protector gives you extra peace of mind against everyday scratches, keys in your bag, or accidental scuffs, all without ruining that glare-free reading experience.

Can I use tempered glass screen protector for my e-reader?

No, we strongly advise against using tempered glass. Glossy tempered glass completely defeats the purpose of an E-Ink display. It adds heavy glare, creates harsh reflections under light, and ruins that comfortable, paper-like reading experience. If you want protection, stick to a matte/anti-glare film protector instead.

Should I use a flip cover case, or I can just use a case without the flip cover?

It comes down to personal preference, but a flip cover case is strongly recommended. While a back case protects the body, E-Ink screens are made of delicate glass layers that are extra sensitive to pressure. A flip cover shields the screen directly from keys, pens, and accidental crushing when tossed into a bag.

If you prefer using just a back case, we definitely suggest pairing it with a padded sleeve for travel!

> Kindle

What is the difference between Kindle with Ads (Special Offers) and Non-Ads Kindle?

The only difference is what you see when you aren't reading. The "With Ads" version shows sponsored book recommendations on your lock screen and a small banner on the home screen, while the "Without Ads" version displays clean art or your current book cover instead. At Caveman OS Sdn Bhd, we only sell Non-Ads Kindles so you enjoy a completely clean, ad-free reading experience right out of the box without paying extra fees later.

How do I remove lock screen ads ("Special Offers") from my Kindle?

Removing ads from a Kindle bought with Special Offers has become much harder recently:

  1. Self-Service via Amazon: Paying the fee to remove ads now strictly requires a US-issued payment card with a US billing address.
  2. Amazon Customer Support: Support agents no longer remove lock screen ads for free upon request as a standard courtesy.

Because of these restrictions, removing ads from an ad-supported Kindle from Malaysia is usually not possible. But, if you bought your device through Caveman OS Sdn Bhd, you don't need to worry about this! We only sell original No-Ads (Without Special Offers) Kindle units, so you can display your book covers on the lock screen right out of the box without any extra steps, workaround headaches, or fees.

Can I subscribe to Kindle Unlimited directly on a Kindle in Malaysia?

No, you cannot directly subscribe from your Kindle or Amazon account if your region is set to Malaysia. Kindle Unlimited is region-locked and only officially available in select countries like the US, UK, Canada, and Japan. Amazon checks your registered account location, so standard Malaysian accounts will show an error or state that the service is unavailable.  Even though direct access is restricted, you can bypass this by adjusting your account's country settings on the Amazon website:  

  1. Change Country Region: Log into Amazon on a web browser, go to Manage Your Content and Devices > Preferences > Country/Region Settings, and change your location to a US address (such as a public university address).  
  2. Update Billing Address: In your Amazon payment settings, set your 1-Click billing address to match that US location.  
  3. Use Your Malaysian Card: Enter your local Malaysian credit or debit card details. Amazon generally accepts international cards for Kindle Unlimited payments as long as the account's billing address is set to the US.
  4. Subscribe: Go to the Kindle Unlimited page on the Amazon website to sign up for the membership.  

Note: If you run into payment verification issues on the website, contacting Amazon Customer Support can help resolve billing holds so your card processes smoothly.

Can I use a Malaysian credit card to buy Kindle e-books? How does it work?

Yes, you can! You can use a Malaysian credit or debit card to purchase Kindle eBooks, provided your Amazon account setup uses a supported regional billing address (like the US). Here is how to set it up:

  • Set your Country/Region to the US:
  • Log in to your Amazon account on a web browser.
  • Go to Account & Lists > Manage Your Content and Devices > Preferences > Country/Region Settings.
  • Change your country/region to the United States using a US address (e.g., a university or hotel address).  
  • Add Your Malaysian Credit Card:
  • Go to Payment options under your account settings and add your Malaysian card details.
  • Set the 1-Click billing address to match your US address. Amazon generally accepts international cards for digital purchases as long as the primary address is set to the targeted store region.  
  • Buy directly from the Amazon website:
  • Search for your eBook on Amazon.com and buy it via 1-Click Buy.
  • The eBook will instantly sync to your Kindle device over Wi-Fi.

Alternative Method: Amazon Gift Cards

If Amazon holds or flags direct card payments on a newly updated account, you can use gift cards as an easy alternative. Simply purchase an Amazon US gift card using your Malaysian card, redeem it into your account, and use the gift card balance to buy your Kindle e-books smoothly.

Can I sync my reading progress with sideloaded books between my Kindle e-reader and Kindle app on my smartphone?

Yes, you can sync your reading progress for sideloaded books, but only if you send them via Amazon's cloud service rather than plugging your e-reader into a computer via USB. Books transferred manually using a USB cable will not sync progress between devices.

Does Libby / OverDrive work on Kindle with Malaysian library cards?

No. The Libby-to-Kindle integration is restricted by Amazon and OverDrive strictly to U.S. public libraries. While you can use Malaysian library cards on phone or tablet screens, you cannot send those books to a Kindle e-reader screen.

Why doesn't my Kindle open EPUB files directly via USB?

Kindle uses Amazon’s proprietary file formats (AZW3 and KFX). If you transfer EPUB files directly via a USB cable, the device will not read them. To send EPUB files to your Kindle, use the Send to Kindle web tool, desktop app, or email service, which automatically converts the EPUB file into a compatible Kindle format.

What file format does Kindle support?

Native support for Amazon formats (AZW, AZW3, KFX) and MOBI. Supports EPUB, PDF, TXT, RTF, DOC, and DOCX when sent wirelessly via the "Send to Kindle" service.

> Kobo

How do I borrow library books on my Kobo using OverDrive / Libby?

Kobo devices have built-in OverDrive integration. You can log into your local public library account directly through the device settings under OverDrive, search the library catalog on your screen, and borrow eBooks free of charge without needing a computer.

How many libraries can I connect with Overdrive on my Kobo e-reader?

Officially, your Kobo e-reader only lets you log into one library card at a time to search and borrow books directly on the screen. However, if you add all your library cards to the Libby app on your phone, any eBook you borrow there will automatically download to your Kobo over Wi-Fi as long as that book is available in Kobo's database under the same account.

Why aren't all my borrowed OverDrive library books showing up on my Kobo?

Your Kobo will only download a borrowed library book if it matches the exact same version sold in the Kobo Store. If your library has a different edition—such as a special cover or movie tie-in version—the system won't recognize it as a match, and the book will not sync to your device. In these cases, you can still read the book by transferring it to your Kobo manually using a computer.

Can all Kobo e-readers connect to Google Drive/Dropbox?

No, Google Drive and Dropbox support is only available on selected models, such as the Kobo Libra Colour. Other models (Kobo Clara) do not support cloud storage integration, but you can still transfer books wirelessly through the built-in browser or via a USB cable connected to your computer.

Can I sync my reading progress between my Kobo e-reader and the Kobo smartphone app?

Yes, for eBooks purchased directly from the Kobo eBookstore. For personal sideloaded files (such as EPUBs transferred via USB), reading progress and bookmarks will only remain local to that specific device.

What is Instapaper integration on Kobo, and how do I use it?

Instapaper lets you save articles from your phone or computer to read later on your Kobo screen, free of ads and distractions. To set it up, create a free account on instapaper.com, then on your Kobo go to More > My Articles > Link with Instapaper. Scan the on-screen QR code to log in, and any article you save on your phone or web browser will automatically sync to your Kobo whenever you connect to Wi-Fi!

Can the Kobo Stylus 2 be used on all Kobo models?

No, out of the current lineup in Malaysia, the Kobo Stylus 2 only works with the Kobo Libra Colour. It is not compatible with the Kobo Clara Colour or Kobo Clara BW, as the Clara series does not support stylus input.

Can I use third-party styluses, like Apple Pencil, on my Kobo?

No, you cannot. Pens like the Apple Pencil use completely different technology and are not compatible with Kobo devices. Using unauthorised third-party pens or hard-tipped styluses is not recommended because their tips can be too sharp or rigid, easily scratching or damaging the soft surface of an E-ink screen. To protect your e-reader display, only use official Kobo styluses or certified soft-nib MPP 2.0 pens made specifically for E-ink screens.

Can I track my reading habits and speed on a Kobo?

Yes! Kobo includes built-in Reading Stats. It tracks your average reading speed, total time spent reading, pages turned per session, and estimates exactly how many minutes you have left in your current chapter or book.

Can I use a Malaysia credit card to purchase from other countries' Kobo stores?

Yes, you can buy e-books from overseas Kobo stores (like the US, UK, Canada, Japan, or Taiwan) using your local Malaysian credit or debit card. To do this, log into your Kobo account on a web browser and follow two quick steps:

  • Change your billing location: Go to your Account Settings, select Billing Information, and enter a local address for that country (such as a public university address).
  • Switch store regions: Click the flag icon in the top menu bar of the Kobo website and select your target country to browse their regional catalog.

Once you complete your purchase, the book will automatically sync to your e-reader screen over Wi-Fi. You do not need to sign out of your device or change accounts, as all books bought across different regions stay grouped under your single Kobo account.

What file format does Kobo support?

Native support for EPUB, EPUB3, FlePub, PDF, MOBI, TXT, HTML, RTF, CBZ, and CBR (comics), plus standard image files (JPEG, PNG, GIF, TIFF, BMP).

> Pocketbook

Can all Pocketbook e-readers connect to Google Drive/Dropbox?

Most modern PocketBook e-readers include native Dropbox support to automatically sync books over Wi-Fi. While Google Drive isn't natively built into standard PocketBook e-reader models, you can still easily send books wirelessly using Dropbox, the Send-to-PocketBook email feature, or PocketBook Cloud.

Does PocketBook support local library borrowing via Libby or OverDrive?

Yes! PocketBook features built-in PocketBook x Libby integration. You can sign into public library accounts directly on the device screen or transfer borrowed eBooks using Adobe Digital Editions.

How many libraries can I connect with Overdrive on my Pocketbook e-reader?

Unlike other e-readers, PocketBook has no limit on how many library accounts you can add. Using the built-in Libby integration on your device, you can log into multiple library cards at once, browse all their digital catalogs, and download borrowed eBooks over Wi-Fi directly to your e-reader screen.

How do I link Google Play Books with my PocketBook e-reader?

Method 1: Via the PocketBook Mobile App (Easiest)

  • Download the app: Install the free PocketBook Reader app on your phone or tablet.
  • Connect Google Account: Open the app, go to Settings > All accounts, tap Google Books, and log into your Google account.
  • Sync to PocketBook Cloud: Sign into your PocketBook Cloud account in the app. Your Google Play Books will automatically upload to the cloud and sync directly to your PocketBook e-reader over Wi-Fi!

Method 2: Via Computer (USB)

  • Export the book: Go to your Google Play Books library on a web browser, click the three dots on your book, and select Export (choose EPUB or PDF to download the .acsm file).
  • Open in Adobe Digital Editions (ADE): Install ADE on your computer, create/sign into an Adobe ID via Help > Authorize Computer, and drag your downloaded file into ADE.
  • Transfer to PocketBook: Connect your PocketBook to your computer with a USB cable. Open ADE, right-click your PocketBook under the device list to Authorize Device, then drag and drop the book onto your PocketBook.

Does PocketBook support Adobe DRM library files?

PocketBook natively supports Adobe DRM (Digital Rights Management). This means you can open and read protected EPUB and PDF files borrowed from public libraries or third-party digital bookstores directly on the device using your Adobe ID.

Can PocketBook read text out loud (Text-to-Speech)?

Many PocketBook models include built-in Text-to-Speech (TTS) engines. You can connect Bluetooth earphones or speakers to have the device read your eBooks out loud in multiple supported languages. Kindly check the technical specifications on individual product listing pages to confirm if your specific model supports Bluetooth and audio features.

What should I do if Pocketbook Cloud is missing from my Pocketbook e-reader?

If PocketBook Cloud is not showing up on your device, please contact us immediately and provide your device's serial number. We will liaise directly with the PocketBook Support Team to get this fixed for you.

How do I attach the Flip cover to my e-reader?

Please watch the video below carefully to attach Pocketbook Flip Cover:

How to attach the Flip cover to PocketBook Era e-reader

What file format does Pocketbook support?

Outstanding format support out of the box with zero conversion needed. Native support for EPUB, PDF, MOBI, FB2, DJVU, TXT, HTML, RTF, DOC, DOCX, CBZ, CBR, plus audio formats (MP3, M4B) on supported models.

> Xteink

What is the difference between Xteink Global / Developer Edition firmware and China firmware?

  1. Custom Firmware Support: The Global / Developer Edition comes fully unlocked, making it easy to install popular community firmware like CrossPoint. The China Firmware has locked protections out of the box, which restricts you from flashing custom software.
  2. Language & Text Layout: The Global Edition is optimized for English and Western fonts, so word spacing and line breaks in standard e-books display naturally. The China Firmware is built around Chinese characters, so English text can sometimes look awkwardly spaced or formatted.
  3. Book Transfer Methods: The Global Edition lets you upload books directly via microSD card or by connecting your phone to the device's local Wi-Fi IP address. The China Firmware relies heavily on Chinese apps (like WeChat), which often require a mainland China phone number to set up.

How do I fix a MicroSD card error on my Xteink?

If your device displays a MicroSD card error or won't detect your books, it is usually due to an incorrect file format on the card. Reformatting your MicroSD card to FAT32 using your computer will resolve the issue and ensure your library syncs smoothly. If the error continues after formatting, we recommend replacing it with a reliable, high-quality MicroSD card.

Does Xteink support custom fonts and specialized reading layouts?

Yes! You can load your favorite custom font files (.ttf or .otf) into the fonts folder on your Xteink device. This allows you to fully customize line spacing, margins, font weight, and layout density for personal reading comfort.

Can I expand the storage on Xteink devices using a MicroSD card?

Yes! Xteink devices include a physical MicroSD card slot (supporting cards up to 256GB). This allows you to carry tens of thousands of books, offline manga, or text documents directly on removable memory cards without clogging internal storage.

What is CrossPoint firmware, and why do users install it on Xteink e-readers?

CrossPoint is an open-source, community-built operating system designed for Xteink devices. Users install it to replace the basic stock firmware because CrossPoint adds contextual button labels on the screen, better book typography, custom font support, and advanced reading statistics.

Is installing CrossPoint on an Xteink e-reader safe, and can I revert to official software?

Flashing CrossPoint is straightforward and done directly through a web browser via USB-C cable. The process is completely reversible, allowing you to flash back to Xteink’s official stock firmware at any time if you prefer the original system.

Can I flash CrossPoint without laptop/PC?

No, a computer is required. Flashing cannot be done on a mobile device or phone. The official CrossPoint installer requires a desktop browser (Chrome, Edge, or Firefox) to flash directly over USB.

What file format does Xteink support?

DRM-free open support for standard digital files including EPUB, TXT, MOBI, and PDF.