Frequently Asked Questions

Orders, Shipping, and Returns

Q.  Can I purchase a book from the office at 60 Shaftesbury?

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 contacting Sonia Ngo at 416-975-3925, ext. 226, or toll-free at 1-888-837-0815, ext. 226

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 416-975-3925, ext. 222.

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

A.  Call Sonia Ngo at 416-975-3925, ext. 226 or email her at 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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My Books

Q.  How do I access my ebooks?

A.  First, you need to create an account. After logging into your account, go to My Books. If you bought your ebook online, it will appear under Digital Redemptions/Purchases. Click the title of the ebook, then click View. You will be prompted to download a file, URLLink.acsm, which you should then open with Adobe Digital Editions.

If you bought a book with a PIN card included, you need to redeem your PIN. If you don't already have an account, create one. After logging into your account, go to My Books. Click the Add Book button, type your PIN (printed on the card) into the box that appears, and click Validate. Your book will appear under Digital Redemptions/Purchases. Click the title of the ebook, then click View. You will be prompted to download a file, URLLink.acsm, which you should then open with Adobe Digital Editions.

Q.  What are the available formats for EMP ebooks?

A.  EMP ebooks are currently available in either PDF or Flash format.

Q.  What software do I need to read my downloaded books?

A.  You will need to install Adobe Digital Editions before you can download PDF-format ebooks. Once Adobe Digital Editions is installed, it will automatically open when you attempt to download a PDF ebook. To read an ebook on an Apple device (iPad, iPhone, iPod touch), see below.

Q.  What functions does Adobe Digital Editions have that I should know about?

A.  In Adobe Digital Editions you can bookmark, annotate, search, print (up to 10 pages at a time, as many times as you want), copy text, and more. Visit Adobe Help for more details.

Q.  Can I print my ebooks?

A.  Yes. You can print up to 10 pages at a time, as many times as you like. Note that after you use up one of your 10 pages, you regenerate one page per second until you are at 10 again.

Q.  Can I access ebooks on mobile devices (iPad, iPhone, iPod touch, Kobo)?

A.  Yes. For instructions, see Reading EMP Ebooks on Mobile Devices.

Q.  What's the difference between 1-year and extended ebooks?

A.  Both 1-year and extended ebooks may be transferred between your own devices, but not to devices that are registered to someone else. Both 1-year and extended ebooks are printable and text may be copied and pasted. One-year ebooks expire (become inaccessible) one year after purchase. Extended ebooks never expire.

Q.  What happens when my time on a given book expires? Can I renew it?

A.  Currently, books cannot be renewed. When a book expires, you will lose access to the text.

Q.  Can I return an ebook?

A.  No. Ebooks are not returnable.

Q.  Where can I buy other books from EMP?

A.  Books are available on this site. Browse the online catalogue by division, subject, or title. For more information, contact:

  • School: Anthony Rezek, This email address is being protected from spambots. You need JavaScript enabled to view it
  • Higher Education: Jenna Williams, This email address is being protected from spambots. You need JavaScript enabled to view it
  • Law School: Nicole Gaasenbeek, This email address is being protected from spambots. You need JavaScript enabled to view it
  • Practice: Debbie Hogan, 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 EMP 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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