FAQs

Frequently Asked Questions regarding online orders from Fernwood website.

Shipping

1. How long will my book take to get to me?

Book orders are shipped by Canada Post. Standard shipping rates and delivery times apply. Tracking is not available for small parcels.

2. Where is my book shipped from?

Books ordered on the Fernwood website are shipped from Brunswick Books in Toronto.

3. I am in the U.S. — can I purchase print books from Fernwood website?

Yes, books purchased from the Fernwood website will be shipped from Brunswick Books in Toronto.C

4. Can I change my shipping address after I have placed my order?

You must contact orders@fernpub.ca within 48-hours after placing your order to change your shipping address before it ships.

Ebooks

1. How do I gift an ebook?

When you buy our electronic books, you will be offered a download link which can be opened with compatible apps like Adobe Digital Editions. The intended recipient (and not the one who purchased) should click and open the link within six hours of download. If the link expires, you need to download it again from your Fernwood account. To put it simply, the ebook is attributed to the email address that accesses it first. So if you would like to gift our ebooks, simply make the purchase, download the link and send it to the recipient (without opening it yourself) to open within six hours.

2. Where is the link to download my ebook?

The download link will appear on the order completion page under the title you purchased within your order. Alternately, you can download the file link from your Fernwood account anytime. The file that will be downloaded is named “URLLink.acsm”. A .acsm file is unique to Adobe and stands for Adobe Content Server Message.

3. Can I open ebooks using a Chromebook?

Some Chromebooks allow you to download an Adobe Digital Editions (ADE) app, and it works fine. Please install the ADE app from the Google Play store. In the rare case you are unable to open the .acsm file on your Chromebook, we recommend first opening the file on your Windows or Mac computer. This will ensure the book is registered to your ADE email account and the ebook will then become available on your Chromebook as well.

4. My ebook is not what I was expecting, can I return it?

Our ebooks are NOT returnable. Please be sure of your choice before making the purchase. For any technical issues, please contact orders@fernpub.ca.

5. Why have I not received my order confirmation and/or password reset email?

Please make sure to check your junk folder for confirmation and/or password reset emails.

Adobe Digital Editions (ADE)

1. What is it?

ADE is an eBook reader for all your Adobe DRM-protected books across your iPad, Mac or PC. To read Fernwood’s DRM-protected books using Adobe Digital Editions, you need an Adobe ID. An Adobe ID is an email address (username) and password combination that you register with Adobe.com.

Make sure you download the latest version of ADE, Adobe Digital Editions 4.5.11.

2. How to acquire an Adobe ID of your own?

Go to www.adobe.com > Choose SIGN IN > Under the “Sign In” button, select “Create an Account”, and complete the sign up form.

3. What do I do with an Adobe ID?

This username and password combination is required to authorize your Adobe Digital Editions software or ADE-compatible applications on ALL devices where you plan to read/access your ADE library contents. This required step for license authentication must take place on each device before downloading the DRM-protected file(s) from our website.

4. I do not remember my Adobe ID. Where can I get help to find out that information?

Please visit www.adobe.com > Choose SIGN IN > and then “Forgot Password” in blue under the Password field.

5. How do I authorize Adobe Digital Editions?

Open the software and select the “Help” menu in the top navigation bar. Scroll down and select “Authorize Computer”. It may ask for your Vendor ID, please select “Adobe ID” and enter the username and password combination you registered with Adobe. DO NOT authorize the device without an Adobe ID; this will prohibit you from having access to the material on other devices.

6. What is the name of the file that will download once I click on the link?

The .acsm file name will default to “URLlink.acsm”; please make note of where that file is saved when it downloads to your device. On a laptop or desktop, it is likely to be found in your “downloads” folder unless you specified elsewhere.

7. I tried to open the .acsm file and I get an error.

Our ebooks are DRM (digital rights management)-protected. This means that they use special protection measures. When you buy an ebook from our website, the file is time-stamped from the moment it is downloaded and is preset to expire in six hours. We recommend that, once downloaded, you open your ebook in a reading app of your choice (see Reading Fernwood ebooks) within the prescribed time limit of six hours. If the link expires, simply log in to your Fernwood account and re-download the ebook file.

Then, to open .acsm file in Adobe Digital Editions:

  1. Download and install Adobe Digital Editions 4.5.11.

  2. Purchase the ebook and download the .acsm file to your computer.

  3. Click on the downloaded file; it should open with Adobe Digital Editions by default. If not, right-click the .acsm file and select “Open With…” and choose “Adobe Digital Editions”.

  4. Alternatively, you can open Adobe Digital Editions, click on the downward facing arrow next to “Library” and select “Add Item to Library.”

Be sure that you are trying to open the link using Adobe Digital Editions or a compatible application. Note: Adobe Reader, Adobe Pro or other standard PDF readers CANNOT read DRM protected PDFs. Your system might be trying to open the .acsm file with your default PDF reader. Try locating the .acsm file, and right-hand-click the file, selecting “open with” and selecting “Adobe Digital Editions.” If this does not work, try changing your computer’s default settings to open .acsm files with ADE by default. If that does not seem to resolve the problem, select LIBRARY in the top navigation bar of ADE, choose “Add to Library” and navigate to the .acsm file on your computer.

You may also need to drag and drop the .acsm file directly from your web browser into your Adobe Digital Editions library.

Your ADE authorization could also be corrupt. Go to the “Help” menu in the top navigation bar in ADE, and choose “Deauthorize Computer”. Once it is deauthorized, please “Authorize Computer” again.

If “Deauthorize computer” is not an option under the Help menu, try the shortcuts appropriate for your kind of device: FOR WINDOWS, Ctrl + Shift+ D. FOR MAC, Command + Shift + D6.

8. The email I used to create my Adobe ID is different from the email I used to buy my FP book. Is that okay?

Yes. Your ebook will be attributed to the email address associated with the Adobe ID that accesses it first.

9. I cannot remember or find my Adobe ID.

In Adobe Digital Editions, select Help, click “Authorization information” to view the Adobe ID that is being used to authorize your ebook.

10. I authorized my ebook on my computer, now I want to read it on my tablet or phone. Why does my ebook not show up on my phone/tablet when I download ADE and authorize my Adobe ID that I bought the book with?

Your books will not automatically appear in your ADE library on your phone/tablet. You need to re-visit your FP account and download the book to open it on your phone/tablet. As long as you have authorized your phone/tablet with the same Adobe ID that you first opened it with on your computer, you should be able to open the book.

Common Errors with Adobe Digital Editions

1. E_LIC_ALREADY_FULFILLED_BY_ANOTHER_USER

This error occurs when a user tries to authenticate an eBook using a download link that was previously used with a different Adobe ID. For example, let’s say you purchase the eBook titled ‘Research is Ceremony’ and receive a download link for it. You use the link to download and open the eBook in Adobe Digital Editions with Adobe ID: ‘myid@yourdomain.com’. A few weeks go by and you want to download the same eBook onto your laptop. You use the same download link that you used before, but this time with Adobe Id ‘myotherid@yourdomain.com’. That’s when you would receive this error notice. To correct this problem, you have to use ‘myid@yourdomain.com’ as before.

To check the Adobe ID used to currently authorize Adobe Digital Editions, choose Help> Authorization Information.

You may also get this error if you have downloaded Adobe Digital Editions AFTER you attempted to open the downloaded .acsm file. This is why it is important to download ADE first before opening your .acsm file, otherwise you will need to contact orders@fernpub.ca to help you validate the file again.

2. E_ACT_NOT_READY (or E_AUTH_NOT_READY)

The authorization information is damaged. The best solution is to delete the device authorization and reauthorize the device again. Follow the steps here to fix this issue.

3. E_ADEPT_REQUEST_EXPIRED

This error occurs if a download link that has expired is used. By default, download links generated through our system expire after 6 hours for security reasons. This error can also result from changes in the system time, date, or time zone that no longer match when the ebook was purchased. When you download the .acsm file the Adobe activation server records timestamp information. This information is stored inside the book. When you open the ebook, this information is compared to your current system’s information. If your system has an incorrect time/date/time zone, then the activation server disallows the request, and you cannot read the book.

One of the following system settings (or a combination of them) causes this error:

  1. Incorrect clock time

  2. Incorrect date

  3. Incorrect time zone

4. E_ACT_TOO_MANY_ACTIVATIONS or Adobe Activation Request Error 2004

Indicates that all the authorizations allowed for Adobe Digital Editions on that machine have been used. More information here.

5. Problems Installing Adobe Digital Editions

More information here.

6. Transfer an eBook to an eReader in Adobe Digital Editions

More information here.

7. View Adobe Digital Editions ebooks on iOS and Android devices

More information here.