Frequently Asked Questions

My Account  |  Orders, Shipping, and Returns  |  Ebooks  |  PIN and Access Codes  |  Technical Support

 

My Account

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 submit an order support inquiry for assistance.

Q. I can't remember my Emond username or password. How can I log in?

A. Your Emond username is the email address you created your account with. Check your email inboxes to find which one contains your account activation email, and enter this email address as your username. If you can't remember your Emond password, you can reset it on this page.

Q. What is Emond+?

A. Emond+ is a free membership program that entitles members to free shipping on orders within Canada and other exclusive promotions. Membership is voluntary, and you may leave the Emond+ program at any time. Click here to join Emond+.

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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 submit an order support inquiry for further assistance.

Q. Will I receive an email with shipment 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 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.

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 submit an order support inquiry.

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 shrink wrap is still on the book. Returnable books can be returned, but only if the shrink wrap 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, and we do not carry inventory at our office.

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 do not accept Debit or Visa Debit payments.

Q. When will I receive my print book?

A. Please see our Approximate Shipping Times.

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 or 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 submit an order support inquiry or call us toll-free at 1-888-837-0815.

Q. What is your return policy?

A. You can view our return policy for online orders by clicking here. To view our return policy for bookstores or book resellers, please click here.

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 submit an order support inquiry.

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Ebooks

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

A. Yes, ebooks can usually be accessed immediately after you complete your purchase from your Digital Purchases dashboard. In rare cases, it may take up to 24 hours.

Q. What is the difference between One-Year Rental and Lifetime Access ebooks?

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 return an ebook?

A. No, ebooks are non-refundable and final sale. If you are encountering difficulties accessing your ebook, please submit an order support inquiry and we will be happy to assist you.

Q: Can I exchange an ebook for the Print book?

A. Ebooks are sold on a final sale basis. However, if you want to add the print version to your ebook purchase, or switch to the print version, please submit an Order Support Inquiry to learn about your options.

Q: Can I copy or print part of my ebook?

A. Yes, our ebooks are print-enabled, to a maximum of 2500 words per day. Copying is also permitted, to a maximum of 2000 words per day.

Q. What device specifications does the Vitalsource Bookshelf app support?

A. To view the latest hardware and software specifications to support Vitalsource Bookshelf ebooks visit: Vitalsource Support. Vitalsource ebooks can also be accessed directly in your browser without requiring the Bookshelf app.

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

A. To view the latest hardware and software specifications to support Emond Reader ebooks visit: Emond Reader System Requirements. You must download the Emond Reader to access and read your Emond Reader ebooks.

Q: How do I download and access my ebook?

A. After you have purchased an ebook on emond.ca, click the “Open” link next to your ebook in your Digital Purchases dashboard. Emond Reader ebooks will prompt you to download or open the Emond Reader app on your device, while Vitalsource ebooks will open directly in your browser. For further details and instructions, click here.

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

A. All of our publications are available for purchase on emond.ca. Browse our online catalogue and filter by division, subject, or title. For more information, please submit an order support inquiry. We also partner with campus bookstores, VitalSource and RedShelf to sell our ebooks, so you can visit their sites as well to make an ebook purchase.

 

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PIN and Access Codes

Q. I have received a PIN or Access Code. How can I redeem it?

A. Visit Redeeming an Access Code and follow the instructions to redeem your code and access your ebook.

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

A. If your PIN or Access Code doesn't work, please submit an ebook support inquiry. Include a description of the problem and the PIN or Access Code you tried to redeem.

Q. I bought a second-hand Emond book and the PIN or Access Code inside didn't work. Why?

A. A PIN or Access Code can only be redeemed once, so the previous owner of the book most likely used the code already.

 

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Technical Support and Troubleshooting

Q. I purchased an ebook, but it hasn't appeared under my “Digital Purchases.” What should I do?

A. ebooks should appear on your Digital Purchases page 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 submit an ebook support inquiry, and we will resolve the issue for you promptly.

Q: Why am I having trouble logging into my account on Emond Reader?

A. To log into the Emond Reader App, enter the email address and password associated with your emond.ca user account. If you can't remember your password, click here to reset your password. If you can't recall which email address you registered with, check your inboxes to see which one contains your order confirmation email, or submit an order support inquiry for assistance.

Q: I bought an Emond Reader ebook but it has not appeared within the Emond Reader app. Why?

A. First, try restarting the Emond Reader app. If this does not resolve the problem, you may be signing in to the app with the wrong username/password combination (this can happen if you created more than one Emond.ca account.) Try logging out of the Emond Reader App and signing back in with the account credentials you used to purchase your ebook on emond.ca. Please note that it may take up to 24 hours for an ebook to appear after completing your purchase. For assistance, please submit an order support inquiry.

Q. I am receiving an error that reads “Can’t connect to remote server for login.” Why?

A. This error typically occurs for one of the following reasons:

  • When logging in, you may have accidentally entered a space before or after your username. Try again, ensuring there are no spaces or extra characters in the username field.

  • In rare cases, a special character in your password can cause a problem. Try resetting your password to something simple to test if this is the case.

  • Your firewall may be blocking access to the application. Check your firewall to ensure it is not blocking application access. If possible, please try disabling the firewall altogether for a minute and testing again.

  • This may be caused by some kind of corruption of the installation. Uninstall and delete any left-over files manually following the directions below, then re-install the application.

Q. I am experiencing glitches with the Emond Reader Application (the application won’t open, “Refreshing Library” won’t go away, or it randomly crashes.) What can I do?

A. Most issues with glitches can be resolved by simply by uninstalling and re-installing the application. If this does not solve the problem, it is likely because a corrupted file was not successfully removed during automatic uninstall. Please follow the steps below to insure that ALL Emond Reader files are removed before re-installing:

For PC Computers:

  1. Close all instances of the Emond Reader.

  2. Open a file explorer and go to “C:\Program Files.”

  3. Find a folder named “Cognilore” and delete it.

  4. Go to “C:\Programdata”. Find a folder named “Cognilore” and delete it.
    *The “C:\programdata folder is hidden so you might need to click “show hidden” in the file explorer view options

  5. Reboot your PC.

  6. Log back into your account on emond.ca, go to your Digital Purchases, and click “open” beneath one of your titles. On the new screen select “get app” and do the installation again.

For MacOS Computers:

  1. Close all instances of the Emond Reader.

  2. Open the Finder app on your Mac.

  3. Send the Emond Reader app to the trash.

  4. While the Finder app is still open, click “Go” from the menu at the top of your computer screen, and select “Go to Folder...” in the dropdown menu.

  5. In the window that opens, paste in the following: ~/Library/Containers/Emond Reader/Data/Library. Find a folder named “Cognilore” and delete it.

  6. Reboot your Mac.

  7. Log back into your account on emond.ca, go to your Digital Purchases, and click “open” beneath one of your titles. On the new screen select “get app” and do the installation again.

If you need additional assistance or technical support, please submit an online support inquiry and we will be happy to assist you.

 

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