HELP

Purchasing books

Checking the status of your order

Go to the My purchase history section of your customer account to see the status of all your orders.

Tracking your order

The bookstore responsible for your order will check the availability of the book(s) you have ordered. They will contact you if needed.

You can check the status of your order at any time by accessing the My purchase history section of your customer account.

Should you wish to change one or more items in your order before it is dispatched, please contact us.

Gift cards

Purchasing a gift card

Go to the "Gift cards" section on our website and complete the required information on the form.

*Gift cards are non-refundable and can only be activated once.

Printing a gift card

  1. Go to the “My gift cards" section of your account.
  2. Click the gift card you want to print.

Using your gift card online

  1. Activating your gift card:
    IMPORTANT: Gift cards can only be activated by the recipient of the card. Gift cards are non-refundable and can only be activated once.
  1. Create your customer account on the site.
  2. Go to the "My gift cards" section of your account.
  3. Under the heading "Activate a card", enter your activation code and click "Activate the card".
  1. Using your gift card balance to pay for your purchases:
  1. Go to the "Payment" stage of the order process.
  2. Under the heading “Gift card”, select the option “Use my balance”.

Using your gift card in a store

  1. Go to a bookstore that is part of the Les libraires network.
  2. When you get to the checkout, simply show the activation code for your gift card.

Note: You do not need to activate your gift card if you are using it in a store.

Institutional clients

Purchasing books in English

The Loi du livre (commonly known as Bill 51 in English) and its regulations stipulate that institutional clients in the province of Quebec can only purchase books in English from accredited English-language bookstores.

 

Here is the list of our accredited English-language member bookstores:

  • Bertrand (Montreal)
  • Carcajou (Rosemère)
  • La Maison Anglaise (Quebec City)
  • Moderne (Saint-Jean-sur-Richelieu)

If there are no bookstores in your area, you can purchase your books at an accredited English-language bookstore located in any other area of Quebec. Please write to us at [email protected] to add one or more bookstores to your account.

Creating an institutional account

Purchasing print books:
To create your account, please use our Institutional account creation form.

Purchasing e-books:
To obtain information regarding the purchase of eBooks for institutions, please contact our team at [email protected].

If you represent a public library and already have an account, sign in to our website collectivites.leslibraires.ca.

Availability of titles

Availability of titles

If the book your wish to order is in stock, it will be shipped within two business days after receiving your order.

If we do not have the book in stock, we will order it immediately and will let you know by email how long it will take. A period of 10 business days means that we do not have the book in stock and we have placed the order with the distributor who has the requested number of copies. A period of 20 business days means that the order has been sent to the distributor, but the distributor does not have the requested number of copies. A period of more than 20 business days means that the book has been ordered directly from Europe or that it is being reprinted. In some cases, a book may also be out of print. If this is the case, we will let you know immediately by email.

EBooks

Compatibility with Kindle eReaders

Only eBooks in PDF format without Adobe DRM protection are compatible with Kindle eReaders.

PDF files with Adobe DRM protection and EPUB files (with or without protection) are not compatible with this device.

EBook download terms and conditions

Intellectual property
All eBooks and all other digital files purchased on platforms are works protected under the Copyright Law. The user acknowledges and agrees to use these works solely for personal and private purposes and cannot demand payment for reading or viewing them. Any reproduction, performance or provision contrary to these purposes is an infringement of copyright and may result in legal action. The user agrees not to circumvent, or otherwise violate, the technical protection measures of downloaded works.

Availability of digital files
Les Libraires cannot guarantee the availability of digital files for additional downloads for more than ten (10) days after their purchase. The user is solely responsible for downloading and saving said files.

Compatibility
Les Libraires cannot guarantee that products sold as digital files will be compatible with the device you use or that the file will remain compatible, in particular, with your reader software or the operating system on your device. Les Libraires does not provide technical support for uses other than reading the digital files purchased on its platforms.

"URLLink.acsm" files?

When you download an Adobe DRM-protected file, you will receive a "URLLink.acsm" file. This file needs to be decoded by software which will then download the actual EPUB or PDF file.

  • Requires that you create an Adobe ID (create your ID at adobe.com)
  • The file can be downloaded onto a maximum of 4 different devices, using the same Adobe ID.
  • Not compatible with text-to-speech software.

Compatible devices and software:

For more details, please consult the section below regarding your specific device.

EPUB format with fixed layout

A fixed layout displays each page of the book as an image that can be static or animated.

Compatible devices and software:

File formats: PDF and EPUB

  • PDF files:
    • Provide an accurate representation of the print book (each page is an image).
    • Static format.
    • Impossible to change the text size to fit the size of the screen.
    • Not recommended for eReaders.
    • Ideal for books with lots of illustrations or a complex layout.
  • EPUB files:
    • Text size, margin and line spacing can be adjusted to suit your preferences.
    • Flexible format designed specifically for eBooks.
    • Ideal for books which mainly contain text.
  • TIP: Always select the EPUB format when available, because PDF files are hard for eReaders to read.

Adobe DRM protection

The download will return a file named “URLLink.acsm”. This file needs to be decoded by software which will then download the actual EPUB or PDF file.

  • Requires that you create an Adobe ID (create your ID at adobe.com)
  • The file can be downloaded onto a maximum of 4 different devices, using the same Adobe ID.
  • Not compatible with text-to-speech software.

Compatible devices and software:

Watermark protection

Means that the name of the purchaser will be inscribed at the bottom of the first and last pages of the file (may vary depending on the file).

Compatible devices and software:

Error messages when opening a file

The following is an explanation of the various potential error messages you could receive when you open your eBook:

Error message: E_AUT_USER_ALREADY_ REGISTERED
You are trying to open an eBook on an unauthorized device that has already been opened on an authorized device. If you are trying to open the same book on two different devices, make sure that they were both authorized using the same Adobe ID.

Error message: E_ADEPT_IO
An error occurred while downloading the eBook. Try to open the URLLink.acsm file again.

Error message: E_ADEPT_DATABASE
This error message indicates a communication problem between your device and the warehouse where the books are stored. Check that you have an active Internet connection and that there are no programs, such as an anti-virus or firewall, blocking the connection of your reading application. If the error persists, it could be that the eBook warehouse is temporarily inactive. Wait a few minutes before trying to open the book again.

Error message: E_ADEPT_TIMEOUT
This error message indicates a communication problem between your device and the warehouse where the books are stored. Check that you have an active Internet connection and that there are no programs, such as an anti-virus or firewall, blocking the connection of your reading application. If the error persists, it could be that the eBook warehouse is temporarily inactive. Wait a few minutes before trying to open the book again.

Error message: E_ADEPT_REQUEST_EXPIRED
This error occurs when one or more settings on your computer, such as the clock time, date or time zone, are incorrect. Check these settings, then relaunch Adobe Digital Editions.

Error message: E_URLLINK_NO_DISTRIBUTION_RIGHTS
This error indicates that there is a problem with the eBook file. This is not an error on your part. Please notify us of the problem.

Error message: E_ADEPT_NO_TOKEN
This error indicates that there is a problem with the eBook file. This is not an error on your part. Please notify us of the problem.

Error message: E_LIC_ALREADY_FULFILLED_BY_ANOTHER_USER
You are trying to open an eBook that has already been opened on an authorized device using a different Adobe ID, or on an unauthorized device. If you are trying to open the same book on two different devices, make sure that they were both authorized using the same Adobe ID.

Error message: E_LIC_LICENCE_SIGN_ERROR
This error indicates that there is a problem with the eBook file. This is not an error on your part. Please notify us of the problem.

Error message: Error contacting authentication server.
This error message usually means that the Internet connection is not working. Check that you have an active Internet connection and that there are no programs, such as an anti-virus or firewall, blocking the connection to Adobe Digital Editions.

Error message: None of the requested vouchers could be obtained.
An error occurred while downloading the eBook. Try to open the URLLink.acsm file again.

Error message: E_AUTH_BAD_DEVICE_KEY_OR_PKCS12
This error means there is a problem with your reading application or device. Try to uninstall and then reinstall your application, then authorize your Adobe ID on the application again.

Error message: E_ACT_NOT_READY
This error indicates that there is a problem with your reading application. Try to remove the Adobe authorization from the application, relaunch the application and authorize your Adobe ID again.

Error message: Error! Check Activation
This error indicates that there is a problem with your reading application. Try to remove the Adobe authorization from the application, relaunch the application and authorize your Adobe ID again.

Refund policy

Les Libraires does not offer exchanges or refunds for digital products purchased through its platforms, except when products have a file containing errors that prevent it from being read. All requests for such refunds must be submitted to Les Libraires within ten (10) days after purchase.

To read on: Android devices

  1. Create your Adobe ID (required for Adobe DRM-protected files)
  1. Go to the Adobe.com registration page.
  2. Complete the required information.
  1. Use the PocketBook Reader application
  1. Download the free PocketBook Reader application (available in the Play Store)
  2. When the installation has been successfully completed, click Open to launch the application.
  3. Allow the application to access the necessary files.
  4. To use the application, you must accept the terms and conditions. Check the I have read... box after reading them and then click Accept.
  5. You can ignore the PocketBook authentication request by clicking the arrow at the top left-hand corner.
  6. When you open the application, select the Settings tab represented by the cogwheel icon at the bottom of the interface.
  7. Select Accounts from the available options, then Adobe DRM.
  8. Enter your Adobe ID (email address and password for your Adobe ID), then click Sign in.
  9. The installation of the PocketBook Reader application is complete and you can download your file from Leslibraires.ca.

To read on: Windows RT (Surface) devices

  1. Create your Adobe ID (required for Adobe DRM-protected files)
  1. Go to the Adobe.com registration page.
  2. Complete the required information.
  • Important: always use the same Adobe ID on all your devices.
  1. Use the Overdrive Media Console application
  1. Download the free Overdrive Media Console application.
  2. Open the application settings and click "Accounts"
  3. Enter your Adobe ID information (email address and password).

Your application will now be able to open Adobe DRM-protected files.

To read on: iPad and iPhone

  1. Create your Adobe ID (required for Adobe DRM-protected files)
  1. Go to the Adobe.com registration page.
  2. Complete the required information.
  • Important: always use the same Adobe ID on all your devices.
  1. Use the free PocketBook Reader application:
  1. Download the free PocketBook Reader onto your device.
  2. Open the application.
  3. When you open the application, you will be asked if you would like to receive notifications. It is up to you whether you want to accept or decline.
  4. To use the application, you must accept the terms and conditions. Check the I have read... box after reading them and click Continue.
  5. You will be offered a series of options for the application. You can read them and then click NEXT. You can also speed up the process by clicking SKIP.
  6. You will be asked if you want to create a PocketBook account. You can skip this step and select the Settings tab.
  7. Select Adobe account.
  8. Enter your Adobe ID (email address and password for your Adobe ID), then click Sign in.
  9. Open the Google Chrome browser and download your file from Leslibraires.ca.

ANOTHER OPTION – Use the Bluefire Reader application:

  1. Download the Bluefire reader application onto your device.
  2. Open the Google Chrome browser and download your file from LesLibraires.ca.
  3. Your device will ask you which application you want to use. Select "Bluefire reader".
  4. The application will then ask you to enter your Adobe ID information (email address and password)

Your device is now configured for reading eBooks, and you can download your file from LesLibraires.ca.

To read on: Kobo eReader

  1. Create your Adobe ID (required for Adobe DRM-protected files)
  1. Go to the Adobe.com registration page.
  2. Complete the required information.
  • Important: always use the same Adobe ID on all your devices.
  1. Use the Adobe Digital Editions software:
  1. Go to the website http://www.adobe.com/ca_fr/solutions/ebook/digital-editions/download.html.
  2. Click the link for your platform (Windows or Mac) to start the installation and follow the instructions to install the software.
  3. In the software, open the "Help" menu, click "Authorize this computer" and then click "Continue".
  4. Enter your Adobe ID information (email address and password) and click "Authorize".
  5. Lastly, import the file into the software:
    - Drag your file into the software window
    OR
    - Click "Add to library" (in the "File" menu at the top of the page) and select your file.
  1. Transfer the file to your Kobo eReader:
  1. Install the Kobo eReader on your computer.
  2. Open Adobe Digital Editions and connect your Kobo eReader to your computer.
  3. Press "Connect" on your eReader.
  4. A corresponding Kobo icon will appear in Digital Editions (in the left-hand column of the "Library" screen) and you can drag the book into your eReader.

To read on: PC or MAC

  1. Create your Adobe ID (required for Adobe DRM-protected files)
  1. Go to the Adobe.com registration page.
  2. Complete the required information.
  • Important: always use the same Adobe ID on all your devices.
  1. Use the Adobe Digital Editions software:
  1. Visit the website http://www.adobe.com/ca_fr/solutions/ebook/digital-editions/download.html.
  2. Click the link for your platform (Windows or Mac) to start the installation and follow the instructions to install the software.
  3. In the software, open the "Help" menu, click "Authorize this computer" and then click "Continue".
  4. Enter your Adobe ID information (email address and password) and click "Authorize".
  5. Lastly, import the file into the software:
    - Drag your file into the software window
    OR
    - Click "Add to library" (in the "File" menu at the top of the page) and select your file.

Prices and release dates of eBooks

Prices and released dates are established by the publishers. In most cases, the price will be lower than the price of a print book. The release date for the eBook version may differ from the paper version.

Downloading your eBooks

After the transaction has been completed, you can find your download link in two different locations:

  1. A link will be provided on the order confirmation page, under the heading “My eBooks”
  2. You can also access the link in the “My eBooks” section of My account, which provides a list of all your digital purchases. Select the title you want.

Search

Personalized search

If you can’t find the book you are looking for, please contact us.

Basic/advanced search

Enter your known search term or terms (title, last name and/or first name of author, publishing company, ISBN) and click the " Search" button. The search engine will do the rest. If you are not sure how to spell a word, enter only the part of the words that you know are correct. Don’t hesitate to narrow your search by indicating the category, for example.

Shipping and delivery

Rates and delivery times

We use Canada Post services and postage rates. Shipping costs are taxable. The total rate is calculated based on the postal code, the weight of the order and the chosen delivery method. As such, if you live in the province of Quebec, allow two to three days for delivery from the time it leaves our warehouse. Abroad (Europe and the U.S.), it will take at least a week. For the rest of the world, allow a minimum of two weeks.

Shipping rates are subject to change if a valid reason is provided.

Quebec

  • Expedited Parcel/Regular post:
    • Rate: $8.99
    • Additional item: $2.99
    • Average delivery time: 3 days
  • ExpressPost :
    • Rate: $10.99
    • Additional item: $3.49
    • Average delivery time: 1-2 days

Ontario

  • Expedited Parcel/Regular post:
    • Rate: $8.99
    • Additional item: $2.99
    • Average delivery time: 3 days
  • ExpressPost :
    • Rate: $10.99
    • Additional item: $3.49
    • Average delivery time: 1-2 days

Maritimes

  • Expedited Parcel/Regular post:
    • Rate: $10.99
    • Additional item: $2.99
    • Average delivery time: 3 days
  • ExpressPost :
    • Rate: $12.99
    • Additional item: $3.49
    • Average delivery time: 1-2 days

Western Canada

  • Expedited Parcel/Regular post:
    • Rate: $12.99
    • Additional item: $3.49
    • Average delivery time: 5 days
  • ExpressPost :
    • Rate: $22.99
    • Additional item: $4.99
    • Average delivery time: 3 days

Air stage areas
For more details, click here

  • Expedited Parcel/Regular post:
    • Rate: $12.99
    • Additional item: $3.49
    • Average delivery time: 5 days
  • ExpressPost :
    • Rate: $22.99
    • Additional item: $4.99
    • Average delivery time: 3 days

United States

  • Expedited Parcel/Regular post:
    • Rate: $24.99
    • Additional item: $5.99
    • Average delivery time: 10 days
  • ExpressPost :
    • Rate: $32.99
    • Additional item: $8.99
    • Average delivery time: 5-7 days

International

  • Expedited Parcel/Regular post:
    • Rate: $49.99
    • Additional item: $8.49
    • Average delivery time: 4-8 weeks
  • ExpressPost :
    • Rate: $84.99
    • Additional item: $11.99
    • Average delivery time: 2 weeks (by air)

Delivery times will be longer if the product is not available with the supplier or out of stock.

If you have any questions regarding your order, please write to us at [email protected] or phone us at 1 855 948-8775 Monday to Friday, from 9 a.m. to 5 p.m.

Free delivery

Free delivery: For all purchases of $49 or over, you could enjoy free delivery.

However, you must meet certain eligibility criteria:

  • The delivery address must be in Quebec, Ontario or New Brunswick (exceptions apply for certain areas identified as remote)
  • The amount of the order must be $49 before taxes.
  • Free delivery is only available if you choose the Canada Post expedited parcel service (not applicable for ExpressPost).
  • If an order contains both a print book and eBook, only the value of the print book will be taken into account.
  • If one or more items in the order are cancelled and this reduces the total cost to less than $49 before taxes, you will be charged the relevant delivery rate.

Return policy

You can return undamaged and properly packaged purchases (the return of goods damaged in transit will be refused), along with the invoice and a note explaining the reason for the return, within 10 days following receipt of your purchases. When we receive your parcel, we will contact you by email to arrange a refund on your credit card. A 10% fee may be charged to cover the costs incurred for returning the books to our suppliers, if applicable.

Defective products will be exchanged for a new copy of the same product at no additional cost.

Please note that this return policy for purchases made online does not necessarily apply to purchases made in a bookstore. Please ask your bookstore about their return policy.

Your account

Signing in to your account

A personal account on leslibraires.ca allows you to:

  • Order online through our secure server
  • View your order history
  • Create and maintain a personalized wish list

-If you already have an account:
Click Sign in on the top navigation bar. Enter the information in the required fields of the "Already have an account?" form and press the "Sign in" button.

-If you do not have an account:
Click Sign in on the top navigation bar. Click "Create my account" and complete the form. Click “Create my account” again. You will be able to edit this information in the "My account" section .

Viewing your purchase history

On the My account page, under My purchase history, you can view your past orders and check the status of your current orders.

Closing your account

If you wish to close your account, please notify us by email at [email protected].

Changing your email address

Go to the “My account” section. Change the email address in your contact information.

Password

Passwords must be at least 8 characters long. Take special care when creating your password. Including special characters and numbers will increase the level of security.

Forgotten your password?
On the Sign in page, click “Forgot your password?”. Enter the email address you used to open your account. After clicking “Send”, you will receive a link allowing you to create a new password.

Want to change your password?
Go to the “My account” section. In “My password”, enter your new password. Click “Change my password”.