ORDER FAQS

Frequently Asked Questions

 

My Account

Q.  I didn't get the confirmation email when I registered. What should I do?

A.  Check your spam folder to see if the confirmation email was marked as spam. If that doesn't work, contact us at complete our order support form. Please include your email address, username, and a description of the problem.

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 contact us at complete our order support form for assistance.

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Orders

Print Orders

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 complete our order support form for further assistance.

Q.  Will I receive an email with 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 see the shipment tracking email in your inbox after this time, check your junk/spam folder. If the shipment tracking email isn’t there either, please complete our order support form for further assistance.

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 complete our order support form.

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 shrinkwrap is still on the book. Returnable books can be returned, but only if the shrinkwrap 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 600?

A.  No. Our books ship directly from our warehouse. We do not sell books at this address.

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 also do not accept Debit or Visa Debit payments.)

Q.  When will I get my book?

A.  Please see "Approximate Shipping Times" on our "Shipping Page." for details.

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 and 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 complete our order support form or call us toll-free at 1-888-837-0815.

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 complete our order support form.

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eBooks

Q.  When I buy an ebook will I get immediate access?

A.  Yes, the book can usually be accessed immediately after you complete your purchase but it may take up to 24 hours.

Q.  What’s the difference between and One-Year Rental and Lifetime Access?

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 print and copy from an ebook?

A.  Yes, our ebooks permit you to copy/paste and print limited amounts of content at a time. View details here: Emond Reader ebooks.

Q.  What device specifications does your Emond Reader app support?

A.  To view the latest hardware and software specifications to support Emond Reader ebooks visit: Emond Reader System Requirement.

Q.  Where can I access more detailed information about my Emond Reader platform, such as features, limitations, instructions, and additional FAQs?

A.  For more detailed information about Emond Reader, click here.

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