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 help@emond.ca. 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 orders@emond.ca for assistance.



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 contact orders@emond.ca 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 contact orders@emond.ca 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 contact orders@emond.ca.

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.  Which button (Higher Education/Law School/Professional) should I choose when ordering my book?

A.  When you perform a search on our website, each book is assigned one or more market designations. All versions of the book are the exact same, regardless of which button you click. However, the website copy has been tailored to highlight the features that matter most, based on the designation you choose from your search.

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

A.  Please email us at orders@emond.ca or call 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 email us at orders@emond.ca.

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. Please note that we do not assume responsibility for lost packages.

Q.  Can I return a final sale book?

A.  No, final sale books cannot be returned.

Q.  Can I return an un-shrinkwrapped book?

A.  No, books can only be returned if the shrinkwrap is unbroken.

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 help@emond.ca. and they will be happy to assist you.

Q.  Can I exchange ebook for print?

A.  No, we cannot exchange ebook purchases. However, you can upgrade your purchase to a print copy at a discounted price. Please contact orders@emond.ca to inquire about pricing.




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 the detailed limits under the “Specifications” tab for Adobe Digital Editions ebooks here, or for Emond Reader ebooks here.

Q.  How do I access my eBook?

A.  Login to the account you used to purchase the ebook. Navigate to "My Account" at the top of the screen and select "Digital Purchases" from the drop down. Follow the ebook application download and installation instructions. After installing the required application, scroll down to Digital Purchases. Click the title of the book to expand it, then click the link to “Launch” or “View”. Visit our eBook installation 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 Purchases on the "My Account" page. What should I do?

A.  eBooks should appear on your "Digital Purchases" tab under your account dashboard 'My Account' 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 contact our customer service team at orders@emond.ca, and we will resolve the issue for you promptly.

Q.  What are the available formats for Emond eBooks?

A.  Emond eBooks are currently available in one of two formats: the Emond Reader (recent titles) or Adobe Digital Editions (earlier titles). 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 Account" at the top right of the page. Select "Digital Purchases," from the drop down. 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 with your ebook purchase e-receipt at orders@emond.ca.

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 the app on your device. Please contact us as help@emond.ca and we will gladly assist you with resetting your download attempts so that you are able to access your eBook.

Q.  I have opened Adobe Digital Editions and it is asking for a vendor ID and password – what do I do?

A.  For Vendor ID, please select Adobe as the vendor. For password, you may create a username and password or click log in without a password.

Q.  Can I return an eBook?

A.  No, eBooks are non-refundable. If you are encountering difficulties accessing your eBook, please contact our customer service team at help@emond.ca 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 orders@emond.ca.

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

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



PINs and PIN Cards

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

A.  Contact us help@emond.ca 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 help@emond.ca. 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.