Frequently Asked Questions (FAQs)

* Do I need special software or hardware to read ebooks?
* Which format should I choose?

* Why do I have to Activate my Reader, and how do I Activate?
* Can I download ebooks on to my hand held device?
* Can I print and copy my ebooks?
* Once I have purchased my ebook, will it always be available?
* How do I get help if I get a problem?
* What are the benefits of reading eBooks?
* What currency are the eBooks.com prices in?
* I'm an Author, how can I make my book available on eBooks.com?
* What is your refund policy?
* Why can't I access all of the eBooks in my account from my iPhone, iPad or iPod Touch?
* Can I download books I bought previously onto my iPhone, iPad or iPod Touch?
* Will I be able to view my eBooks offline using the Ebook Reader for iPhone, iPad or iPod Touch?
* What tax do I pay?
* What if I am purchasing for my company and we want to reclaim our tax?
* As a company, does eBooks.com pay its fair share of tax?
* Why does my ebook have fewer pages than advertised?
* Why don't you supply a telephone number for support? Rather than submit a support ticket, why can't I call you?
* American Samoa, Guam, Northern Mariana Islands, Puerto Rico and U.S. Virgin Islands are not countries but US territories with USPS addresses, why have you listed them as separate countries?
* How do I import my own files to the Ebook Reader app?

* Do I need special software or hardware to read eBooks?

All you need is your PC, laptop or hand held device and the free Reader software. We offer eBooks in three different formats: PDF download, EPUB download and Online Reader.  Our Online Reader requires no software other than an internet browser. For downloading, we will provide you with a link to download the appropriate Reader software free of charge when you make a purchase.
Back to top


* Which format should I choose?

That depends on your Operating System and if you would like to read your ebooks on your PC or on a hand held device. For advice on selecting the correct format for your requirements, check our device guide. Also, a lot of our ebooks are available in more than one format, so once you have purchased the book you have access to all the available formats (as long as they are supported by your device). If you don't like one format you can just try one of the others. For more information on the difference between formats check our formats guide.
Back to top


* Why do I have to Authorise my Reader, and how do I Authorise?

In order to read secure Adobe DRM protected eBooks, you need to Authorise your Reader software prior to downloading the ebook. The process of Authorising identifies you as the rightful owner of the ebook and is a security measure to protect the copyright of the ebook.
Back to top


* Can I download eBooks on to my hand held device?

In most cases, yes. This does depend on which operating system your hand held device is running however, as different eBook formats are compatible with different operating systems. For detailed information on which eBook formats are compatible with your hand held device, check our device guide.
Back to top


* Can I print and copy my ebooks?

eBooks have security settings that may prevent (or limit) printing and copying of some ebooks. These are set by the Publisher and vary from ebook to ebook, and even from format to format for the same ebook. You can view the security settings for each title by clicking the "Print & copy permissions" link below the "Add to cart" button on the ebook product page.
Back to top


* Once I have purchased my ebook, will it always be available?

Yes, once you have purchased the ebook it is yours. The title is stored on your eBooks.com account and you can access it at any time by logging in with your username and password. Most formats allow you to download the title as many times as you like however, we do put a limit on the downloads to prevent abuse of the system. If you need to download your ebook again and you are receiving an error message indicating that you have used all of your licenses, please contact our support team who will be happy to reset this license for you.
Back to top


* How do I get help if I get a problem?

You will find vast amounts advice and troubleshooting information in the eBooks.com Help Centre. Our troubleshooter page is interactive therefore, it will provide you with information that is customized to your specific problem and Reader format. If you are not able to find a solution to your problem in the Help Centre, please contact our support team who will be happy to assist you and, will always try to respond to your request within 24 hours.
Back to top


* What are the benefits of reading ebooks?

  • In most cases, ebooks are cheaper than paper books.
  • Instantly available worldwide - just download the ebook instead of waiting for "snail mail" or local release.
  • Full Text Search available - Search our entire database of ebooks for a specific phrase or keyword.
  • Convenient - imagine loading several novels and a few magazines onto a portable reading device before you go on holiday.
  • Quick to download - the average novel takes only 3-4 minutes.
  • You can build a whole library of digital books.
  • Users can do research and create or organize content.
  • ebook reading software is free and easy to download from the internet.

Back to top


* What currency are the eBooks.com prices in?

For the following territories, ebooks are priced in local currency.

  • USA
  • United Kingdom
  • Canada
  • Euro Zone
  • Australia

For all other territories ebooks are priced in US dollars.
Back to top


* I'm an Author, how can I make my book available on eBooks.com?

eBooks.com does not deal with individual Authors however, we would be happy for your Publisher to contact us on your behalf. For more information, check our Author's page.
Back to top


* What is your refund policy?

Refunds will be given at the discretion of the Company Management. For more information see our refund policy.
Back to top


* Can I download books I bought previously onto my iPhone, iPad or iPod Touch using your reader software?

Yes, you can import or download all previously purchased books onto your apple device using Ebook Reader if the books are available in EPUB or PDF format and are DRM free.
Back to top


* Will I be able to view my eBooks offline using the Ebook Reader for iOS and Android?

Yes. You just need to sync with your bookshelf and download the ebook the first time. Once the ebook is downloaded onto your device, you can read them offline anytime anywhere!
Back to top


* What tax do I pay?

If your government requires us to do so, we will add applicable sales tax to your purchase price. The tax might be called Sales Tax, GST or VAT, depending on your country. Tax is normally included in the price of the ebook, or it will be calculated at checkout. (Or it will be left off in cases where ebooks are exempt from tax.)

As we need to comply with the tax systems of multiple countries it can get a bit complicated, but we have tried to display exactly what tax you have to pay in the simplest and most transparent fashion.

Simply put, if sales tax is applicable, it will be clearly shown at checkout.
Back to top


* What if I am purchasing for my company and we want to reclaim our tax?

Once the transaction has taken place we’ll send you a tax invoice. This can be used by a company to have the tax refunded. For our part, regardless of whether you’re an individual or an organization, you’ll need to pay the price of your purchase including any taxes. If you’re an exempt individual or organization, you can use our tax invoice to claim back the tax from your taxing authority.
Back to top


* As a company, does eBooks.com pay its fair share of tax?

Yes. eBooks.com is an ethical, independent company based in our home country, Australia. We do not have buildings full of lawyers weaving elaborate tax evasion strategies to the detriment of local communities. We do not have a labyrinthine corporate structure whose sole purpose is to evade our corporate and community obligations. We don’t pretend to work from Luxembourg or the Cayman Islands. We get on with the job. We do our best, honestly and transparently.
Back to top


* Why does my ebook have fewer pages than advertised?

It is quite common for the page count of your ebook to be less than the number listed on the book’s product page. For instance the product page might say 384 pages, but the PDF is 324 pages and the EPUB is 183!

We are not trying to be intentionally disingenuous and want to avoid any disappointment you might feel if this happens to you with your ebook purchase, so below are the reasons why this could be the case.

Firstly, we will address the huge difference in pages between the PDF and the EPUB. EPUB is designed for reflowable content. This means there aren’t any fixed page numbers, the content is reworked to best fit the device it is being viewed on. What may appear as 183 pages on one device might show up as 269 pages on a different device, depending on how the layout is resized to work with that specific device.

Having covered the EPUB discrepancy, it then raises the question "Well the PDF is meant to be an exact page for page copy of the printed book, why would that ever be different?"

The most common reason is that sometimes the publisher will include the acknowledgements, prelims, or table of contents in the page count, even though they are not strictly in the page count (they are normally numbered using roman numerals). This inflates the number of pages and gives an inaccurate page count.

Also, when preparing a printed paper book the publisher needs to make the page count divisible by 4 for the printer. So blank pages will be added to pad the book out in order to create the right page count. However for ebook PDFs these pages are not needed and can be removed (although not all publishers remove them).

Finally, sometimes the page count that the publisher gives us is just plain wrong. Often publishers will record the page count for a book when they receive the manuscript from the author. After editing and typesetting and the rest of the production process the finished page count can be quite different. But the publisher may forget to update the page count on their system, meaning we get sent incorrect data.

To sum up: No matter what page count your ebook displays, you are still receiving the same amount of words. There is still the same amount of content and nothing is being lost in the transition from printed book to ebook, regardless of format.
Back to top


* Why don't you supply a telephone number for support? Rather than submit a support ticket, why can't I call you?

eBooks.com has thousands of customers a day from almost every country in the world. Although thankfully support is only required by the smallest fraction of our users, the support issues cover a wide range of subjects from DRM and licencing, sales and tax, browser issues, file issues, and device support for hundreds of different ebook readers.

As much as we would like to, it is impossible for us to supply phone support 24/7 that could cover all the needed expertise in all these areas. The support ticketing system is the most efficient way for us to track, manage, and answer your queries, that ensures you receive the help you require within a reasonable timeframe. We aim to answer all support queries within 24 hours.

If you need to submit a support ticket please do so here.
Back to top


* American Samoa, Guam, Northern Mariana Islands, Puerto Rico and U.S. Virgin Islands are not countries but US territories with USPS addresses, why have you listed them as separate countries?

We are aware that the US territories are not separate countries. But they also are not US states. The reason why we need to separate them when shopping at the site is an issue of publisher rights.

When publishers agree to publish a book they acquire the rights to publish it in certain countries. Quite often it is worldwide rights, but then sometimes rights are restricted to a very specific set of countries (or even just one country). Fairly often when acquiring rights the US territories are lumped in with US rights, but not always! Because of this we must treat them differently, as a publisher may have the rights to sell the book in the United States, but not in the US territories, or vice versa.
Back to top


* How do I import my own files to the Ebook Reader app in iOS?

The latest version of our iOS Ebook Reader app allows you to add your own content to your library. So, if you have an EPUB or PDF ebook on your computer that you'd like to include in your eBooks.com iOS library, just do the following:

 Connect your device (iPad or iPhone) to your computer.

  • Open iTunes on the computer (if it hasn't automatically opened).
  • Look for the name of your device in the top-right (it will say "Mary's iPad" or something like that). Click on it.
  • Click on "Apps" tab.
  • Scroll down to the very bottom of the page. Under the heading " File Sharing" > "Apps", select Ebook Reader.
  • Click on the "Add" button.
  • Navigate to the location of your ebook file and double-click "Open".
  • Your ebook will then be displayed in the list under "Ebook Reader Documents".
  • Click on "Sync" at the bottom-right of your screen. The ebook will then be transferred from your computer to your device.
  • Open Ebook Reader app on your device.
  • You'll find the ebook shown in the bookshelf along with the other ebooks that are on the device.
  • Tap on the ebook to begin reading.

Back to top

Have more questions? Submit a request

0 Comments

Article is closed for comments.
Powered by Zendesk