Orders, Shipping, and Returns


Ordering Online  |  Ordering Directly  |  Shipping Times and Tracking  |  Shipping Claims  |  Return Policies  |  Requesting a Return  |  Frequently Asked Questions


 

Ordering Online

All online orders must be paid for using Mastercard or Visa. We do not accept Debit or Visa Debit payments. Prices do not include applicable taxes or shipping and handling charges. Prices are subject to change without notice.

To order from us, simply Search or Browse to find the title(s) you are looking for. Add the item(s) to your Shopping Cart. You will be prompted to log into your Emond account upon checkout. If you don’t have an Emond account, you will be required to create one before proceeding.

Note: After creating a new account, you will receive an activation email from noreply@emond.ca. You must click the activation link in this email to complete your account creation. If you don’t see the activation email in your inbox, check your spam/junk 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 contact us at help@emond.ca for assistance, or try registering with a Gmail email address. After activating your account and logging in, you will be able to complete the checkout process from where you left off.

You will receive a shipment confirmation email with tracking information within 3 business days of placing your order online. For more details about shipping times and tracking information, visit the Shipping page. Please note that all online orders are managed from our warehouse centre in Newmarket. We do not carry inventory at our corporate office in Toronto and our warehouse is not open to the public.



 

Ordering Directly

Having difficulty placing an order online? Orders can also be made by contacting us directly by telephone, fax, email, or mail:

Emond Publishing
1 Eglinton Avenue East, Suite 600
Toronto, Ontario
M4P 3A1

Email:   orders@emond.ca
Fax:      416-975-3924
Phone:  (416) 975-3925

When ordering directly, please provide the ISBN, title, and quantity for the book(s) you wish to order. A purchase order number is required from institutional purchasers, including schools, universities, and colleges.

All orders (phone, fax, email, and online) must be prepaid unless an account has been opened and credit terms have been extended. We accept only Visa and MasterCard for credit card payments, and do not accept Debit or Visa Debit payments. For customers authorized to bill on account, our payment terms are net 30 days. Prices do not include applicable taxes or shipping and handling charges. Prices are subject to change without notice.



 

Shipping Times

Orders are currently leaving our warehouse within 2-3 business days of being placed. Once an order leaves our warehouse, a shipment tracking link will be available on the Orders page of your account. Most print textbook and casebook purchases include a complimentary two-chapter digital preview so you can start reading before your book arrives. Check your Digital Purchases to start reading.

Approximate shipping times (from our warehouse in Newmarket, Ontario):

Destination   Ground
Within Canada   3-12 business days
United States   15-20 business days
International   6-8 weeks

Note: Orders shipped to a P.O. box or Apartment can only be sent by Canada Post which may impact the delivery time. For information on any possible delays, please visit the Canada Post website for details.

Online orders ship via ground only. To request shipping other than by ground, please place your order directly by phone (1-888-837-0815) or by email at orders@emond.ca.

Please note that all shipping times are approximate, and we cannot guarantee them. However, we make every effort to expedite your order, regardless of the mode of transport.

For international and United States orders, customs duties and fees are the responsibility of the customer. We are not responsible for any orders that are delayed in customs. Please note shipping outside of Canada and the USA has resumed, with some exceptions. International shipments may experience service disruptions from carriers.

Due to COVID-19 directives, couriers are only able to ship NSR (No Signature Required). Emond cannot assume responsibility for the delivery of NSR packages. Please see Shipping Claims below for more information.

 

Tracking Shipments

Online orders are usually processed within 2-3 business days of being received. Each morning we email tracking information for all shipments that left our warehouse the previous day. 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.



 

Shipping Claims

Claims for non-delivery, short shipment, or damaged books can be made by contacting our Customer Service team at orders@emond.ca.

A claim for short shipment of books or for damaged books must be made within 10 days of receiving the product(s).

We do not assume responsibility for the delivery of No Signature Required (NSR) packages, however, we can advise which courier to contact to submit your claim.



 

Return Policies for Online Orders

 

Print Textbooks and Casebooks

Returnable textbooks and casebooks may be returned for a full credit or refund within 30 days of receipt of the original order, provided the products are in resaleable condition and in their original packaging with the shrink-wrap unbroken. Shipping charges will not be included in the refund.

Final sale products, text and ebook bundles, and custom publications (including Queen’s ICL Required Readings) cannot be returned or exchanged.

Claims for damaged or defective books must be submitted within 10 days of the invoice or delivery date.

 

Print Practice Texts

Returnable practice texts that are backed by the 30-day Satisfaction Guarantee may be returned for a full credit or refund within 30 days of receipt of the original order, provided the products are in saleable condition. Shipping charges will not be included in the refund.

Final sale products and text and ebook bundles cannot be returned or exchanged.

 

Ebooks and Ebook Bundles

All ebook purchases from emond.ca are final sale, including text and ebook bundles. Ebooks cannot be returned for credit or refund. However, you may be eligible to exchange or upgrade your purchase to include a print copy of the same publication at a discounted price. Please submit an online support inquiry to learn about your options.

If you are encountering difficulties accessing your ebook, please submit an online support inquiry and our customer support team will be happy to assist you.

 

Digital Learning Products

Emond Exam Prep courses, practice exams, flashcards, and premium bundles are final sale. They cannot be returned for credit or refund. However, all Emond Exam Prep resources are backed by the Emond Exam Prep Guarantee, ensuring that you will be granted renewed or extended access to your resources until you have succeeded on your exam(s).

CPD Videos and Webinars are final sale and cannot be returned for refund or credit.

 

Bookstores Returns

For Bookstore returns please visit Bookstore Support - Returns for details.

 
 

Requesting a Return

All eligible returns (see above) require a Return Authorization number (RA#). This helps us serve you more efficiently and expeditiously. Returns without an RA# will be returned to the sender at the sender's expense. Please ensure when requesting an RA# that you include the product title, ISBN, invoice number, quantity being returned, and reason for the return. Only books in resaleable condition (no damage, no stamping, no stickers, still in original shrink-wrap) will be accepted for a credit or refund. To request your RA#, please contact returns@emond.ca

Returns must be shipped to our warehouse at:

Emond Publishing
1145 Nicholson Road, Unit 1
Newmarket, ON
L3Y 9C3

Returns shipped to our corporate office will be refused and returned to the sender at the sender’s expense. Returns will be processed within 30 days of receipt at our warehouse. Larger returns may take longer. Return shipping costs are the responsibility of the purchaser.