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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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 EMP ebooks?

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

Q.  Can I return an ebook?

A.  No, ebooks are not returnable.

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

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:

  • 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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