My Account | Orders, Shipping, and Returns | Ebooks | Access Codes | Technical Support | Top Hat Acquisitions
My Account
Q. I created an Emond account but didn’t receive an activation email and am unable to log in. What should I do?
A. The activation email will be sent to the email address that your account was created with. Please check your inbox, and if it hasn’t arrived within 1 hour, check your junk or spam folder. Some email providers, including Yahoo, Windows Live, iCloud, and certain educational institutions, have firewalls that may block the email altogether. If this appears to be the case, please try registering with a Gmail email address or submit an order support inquiry for assistance.
Q. I can’t remember my Emond username or password. How can I log in?
A. Your Emond username is the email address you created your account with. Check your email inboxes to find which one contains your account activation email, and enter this email address as your username. If you can’t remember your Emond password, you can reset it on this page.
Q. What is Emond+?
A. Emond+ is a free membership program that entitles members to free shipping on orders within Canada and other exclusive promotions. Membership is voluntary, and you may leave the Emond+ program at any time. Click here to join Emond+.
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Orders, Shipping, and Returns
Q. I placed my order but haven’t received an order confirmation email. What should I do?
A. First, make sure you are looking at the email inbox associated with your Emond account. If you do not see the order confirmation email in your inbox an hour after purchase, check your junk/spam folder. If the order confirmation isn’t there either, please submit an order support inquiry for further assistance.
Q. Will I receive an email with shipment tracking information after placing my order?
A. Yes, you should receive an email with shipment tracking information within 3 business days of placing your order. If you do not receive a shipment confirmation email with tracking information within 3 business days of submitting your order, check your Orders to find the shipment tracking link. If no shipment tracking link is available here, please submit an order support inquiry so we may investigate the status of your order.
Q. The product I want to buy is "On Backorder." What does this mean?
A. This means the product is temporarily out of stock, but more is on the way. You can still complete your order online and it will ship as soon as the product is back in stock. To confirm when the product will be restocked, please submit an order support inquiry.
Q. What is the difference between "Final Sale" and "Returnable" books?
A. Final Sale and Returnable books are both new books and look identical upon receipt. However, Final Sale books cannot be returned even if the shrink wrap is still on the book. Returnable books can be returned, but only if the shrink wrap is not removed, damaged, or broken. If you aren’t sure whether you will stay enrolled in a course but want to make sure you have your textbook on hand for when you confirm your decision, then you might want to consider purchasing the returnable book. Otherwise, most of our website purchasers take advantage of the cost savings that come with buying Final Sale books.
Q. Can I purchase a book from the office at 1 Eglinton Ave E suite 801?
A. No. Our books ship directly from our warehouse, and we do not carry inventory at our office.
Q. Can I purchase books with cash?
A. No. We only accept payment by cheque, Visa, or MasterCard. Alternatively, you may open an account by calling 416-975-3925 or toll-free at 1-888-837-0815. Please note: We do not accept Debit or Visa Debit payments.
Q. When will I receive my print book?
A. Please see our Approximate Shipping Times.
Q. Can I request that my order be delivered on a certain day or at a certain time?
A. No, we cannot guarantee delivery times or dates, and we cannot notify you before delivery.
Q. Can I request that my order be delivered to a specific location at my address?
A. Please include as much specific information as possible in the address field. Some requests will require “No Signature Required (NSR)” delivery. Please note that we do not assume responsibility for lost packages.
Q. I haven’t received my order and it is past the estimated shipping time frame. Who should I call?
A. Please submit an order support inquiry or call us toll-free at 1-888-837-0815.
Q. What is your return policy?
A. You can view our return policy for online orders by clicking here. To view our return policy for bookstores or book resellers, please click here.
Q. I have a question about my invoice. Who should I call?
A. You can reach us toll-free at 1-888-837-0815. Alternatively, you can submit an order support inquiry.
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Ebooks
Q. When I buy an ebook will I get immediate access?
A. Yes, ebooks can usually be accessed immediately after you complete your purchase from your Digital Purchases dashboard. In rare cases, it may take up to 24 hours.
Q. What is the difference between One-Year Rental and Lifetime Access ebooks?
A. If you purchase a one-year rental, your ebook will expire one year from the date of purchase. If you purchase lifetime access, your ebook will never expire.
Q. Can I return an ebook?
A. No, ebooks are non-refundable and final sale. If you are encountering difficulties accessing your ebook, please submit an order support inquiry and we will be happy to assist you.
Q. Can I exchange an ebook for the Print book?
A. Ebooks are sold on a final sale basis. However, if you want to add the print version to your ebook purchase, or switch to the print version, please submit an Order Support Inquiry to learn about your options.
Q. Can I copy or print part of my ebook?
A. Yes, our ebooks are print-enabled, to a maximum of 2500 words per day. Copying is also permitted, to a maximum of 2000 words per day.
Q. What device specifications does the Vitalsource Bookshelf app support?
A. To view the latest hardware and software specifications to support Vitalsource Bookshelf ebooks visit: Vitalsource Support. Vitalsource ebooks can also be accessed directly in your browser without requiring the Bookshelf app.
Q. How do I access my ebook?
A. After you have purchased an ebook on emond.ca, click the “Open” link next to your ebook in your Digital Purchases dashboard. Vitalsource ebooks will open directly in your browser. If you wish to download ebooks onto your device for offline reading, you may do so by downloading the Vitalsource Bookshelf application and logging in using your Emond credentials.
Q. Where can I buy other books or ebooks from Emond?
A. All of our publications are available for purchase on emond.ca. Browse our online catalogue and filter by division, subject, or title. For more information, please submit an order support inquiry. We also partner with campus bookstores, VitalSource and RedShelf to sell our ebooks, so you can visit their sites as well to make an ebook purchase.
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Access Codes
Q. What are Access Codes?
A. Access codes (formerly “PIN codes”) grant instant access to digital content on emond.ca, including ebooks, digital supplements, CPD programs, exam prep resources, and more.
Q. I have received an Access Code. How can I redeem it?
A. Visit Redeeming an Access Code and follow the instructions to redeem your code and access your ebook. Note: Access Codes cannot be redeemed through the promo code field at checkout.
Q. I purchased an eBook with digital supplements, but can’t find an Access Code inside. Why?
A. Ebook purchasers receive instant access to digital supplements through their Digital Purchases upon completing checkout and do not need to redeem a code. Navigate to your Digital Purchases Dashboard and click the “Open” button next to the resource to view the digital content.
Q. What should I do if my Access Code doesn’t work?
A. If your Access Code doesn’t work, please submit an ebook support inquiry. Include a description of the problem and the Access Code you tried to redeem.
Q. I bought a second-hand Emond book and the Access Code inside didn’t work. Why?
A. An Access Code can only be redeemed once, so the previous owner of the book most likely used the code already.
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Technical Support and Troubleshooting
Q. I purchased an ebook, but it hasn’t appeared under my “Digital Purchases.” What should I do?
A. Ebooks should appear on your Digital Purchases page instantly upon purchase. On rare occasions, an order will time out while processing due to a slow or interrupted internet connection. If this occurs, your ebook may take up to 24 hours to appear. If it has not appeared after this period of time, please submit an ebook support inquiry, and we will resolve the issue for you promptly.
Q. Why can’t I log into my account on Emond Reader?
A. Effective September 30th, 2024 we are no longer supporting the Emond Reader application. If you purchased a lifetime ebook that you no longer have access to, please contact us at hello@emond.ca to inquire about transitioning to the VitalSource Bookshelf platform for your ebook.
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TOP HAT Acquisitions
Q. Are these books going to be updated?
A. Yes! Canadian Law: An Introduction, 8th Edition and Canadian Criminal Justice: A Primer, 7th Edition are in the final stages of production and will be available in May and July 2024, respectively. All other titles are currently in development and are scheduled to publish within the next 8-24 months.
Q. Are these books available in both print and digital formats?
A. Yes, these titles are available in both print and digital (1-Year & Lifetime ebooks) formats. eBooks can be purchased directly from the Emond website and we use the VitalSource ebook platform to support our digital content.
Q. What teaching resources are available with these titles, and how do I access them?
A. Teaching resources are available with all titles. Check out the “For Instructors” Tab on the related catalogue page or contact hello@emond.ca for more information.
Q. How do I place an order for one of these titles?
A. Please find information on placing an order here.
Q. How do I contact my Account Representative?
A. You can find the account representative for your institution by using our Find My Rep tool, alternatively you can email hello@emond.ca for assistance.
Q. Do you offer Instructor Review Copies or Desk Copies?
A. Yes, we can arrange Instructor Review Copies and Desk Copies. Please check our review copy policy to see if you qualify.
Q. How do I return books purchased from Top Hat?
A. To return any book purchased from Top Hat, or Emond, you must request a return authorization from us at: hello@emond.ca. When requesting your return, please ensure that you include the necessary return information in your request.
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