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.

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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.

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Ebooks

Q.  How do I access my ebooks?

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

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.  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 .

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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.

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