Frequently Asked Questions

Orders, Shipping, and Returns

Q.  Can I purchase a book from the office at 1 Eglinton?

A.  No. 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, or you may open an account by calling 1-888-837-0815, ext. 230 or ext. 231. We also do not accept Debit or Visa Debit payments.

Q.  When will I get my book?

A.  Please see our orders page under "Approximate Shipping Times."

Q.  I haven't received my order. Who should I call?

A.  Please email This email address is being protected from spambots. You need JavaScript enabled to view it or call 1-888-837-0815, ext. 230 or ext. 231.

Q.  I have a question about my invoice. Who should I call?

A.  Call 1-888-837-0815, ext. 230 or ext. 231. Alternatively, you can email This email address is being protected from spambots. You need JavaScript enabled to view it .

Q.  What is your returns policy?

A.  Please see our returns policy page.

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. We do not assume responsibility for lost packages.

Top

 

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 This email address is being protected from spambots. You need JavaScript enabled to view it . Include your email address, username, and a description of the problem.

Top

 

Ebooks

Q.  How do I access my ebook?

A.  Log into the account you used to purchase the ebook. Navigate to My Books at the top of the screen. Follow the ebook application download and installation instructions at the top of this page. After installing the required application, scroll down to Digital Redemptions/Purchases. Click the title of the book to expand it, then click the link to “Launch” or “View”.

Visit this page for more detailed instructions on how to purchase, download, and access your ebooks, and to learn about their specifications and features.

Q.  I purchased an ebook, but it hasn't appeared under my Digital Redemptions/Purchases on the My Books page. What should I do?

A.  Ebooks should appear on your My Books page instantly upon purchase. On rare occasions, an order will time out while processing due to a slow or interrupted internet connection. If this occurred, your ebook may take up to 24 hours to appear. If it has not appeared after this period of time, please contact our customer service team at This email address is being protected from spambots. You need JavaScript enabled to view it , and they will resolve the issue for you promptly.

Q.  What are the available formats for Emond ebooks?

A.  Emond ebooks are currently available in two formats: Adobe Digital Editions and Emond Reader. For details about each platform, visit our ebooks page.

Q.  How do I know which format of ebook I purchased?

A.  To see the type of ebook that you have purchased, log into your Emond account and click My Books at the top right of the page. Scroll down to "Digital Redemptions/Purchases," where the format of the ebook (Adobe Digital Editions ebook or Emond Reader ebook) will be specified under the "Format" column.

Q.  An ebook I purchased in Adobe Digital Editions format is now available in Emond Reader format. Can my existing ebook be switched to this format?

A.  Yes, if your ebook is still valid and has not expired, we can issue you an Emond Reader version of the ebook in place of the Adobe Digital Editions version. When this occurs, your access to the Adobe Digital Editions ebook will be terminated. Your Emond Reader ebook will be set to expire on the same date as your original ebook (if applicable). To request a transition of this type, please contact This email address is being protected from spambots. You need JavaScript enabled to view it with your ebook purchase e-receipt.

Q.  Why did I receive a “Download Limit Exceeded” error message when I tried to access my Adobe Digital Editions ebook?

A.  This error message indicates you tried to download the ebook file before installing Adobe Digital Editions on your device. Download Adobe Digital Editions by clicking here, then install and open it on your device. Please contact This email address is being protected from spambots. You need JavaScript enabled to view it and we will gladly assist you with resetting your download attempts so that you are able to access your ebook.

Q.  Can I return an ebook?

A.  No, ebooks are not returnable. If you are encountering difficulties accessing your ebook, please contact our customer service team at This email address is being protected from spambots. You need JavaScript enabled to view it and they will be happy to assist you.

Q.  Where can I buy other books or ebooks from Emond?

A.  All of our publications are available for purchase on this site. Browse the online catalogue by division, subject, or title. For more information, contact This email address is being protected from spambots. You need JavaScript enabled to view it .

Top

 

PINs and PIN Cards

Q.  What should I do if I lose my PIN card?

A.  Contact us This email address is being protected from spambots. You need JavaScript enabled to view it . Include your username, email address, and a description of the problem.

Q.  What should I do if my PIN doesn't work?

A.  Contact us at This email address is being protected from spambots. You need JavaScript enabled to view it . Include your username, email address, and a description of the problem, including the PIN you tried to validate.

Q.  I bought a used Emond book and the PIN inside didn't work. Why?

A.  A PIN can only be validated once, so the previous owner of the book most likely used the code already.

Top

 
 
Search BOOKS & ARTICLES


  

COVID-19 Status Update

Current Service Level: NORMAL

Shipping times:
Domestic: Normal, except for shipments to P.O. boxes and unit numbers due to Canada Post delays. Shipping estimates can be found here.
International: Shipments outside Canada have been temporarily suspended.
All deliveries currently NSR.

Customer Service response times: Within 1 business day. We are experiencing intermittent phone issues due to increased call volume. If you can't reach us by phone, please email orders@emond.ca

All books come shrinkwrapped directly from our printers.

We continue to monitor the situation and will update this notice as developments occur.