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Delivery Help Desk

Contact IHLS Delivery / Submit a Delivery Help Desk Ticket

Delivery FAQ

SERVICES
What is Delivery on the Go service?

Delivery On the Go enables items to be delivered to the receiving library that very same day when those items are requested from an up-route library and delivery is scheduled to arrive at the requesting library later that day. This is beneficial because you can help the receiving library’s patron get it faster by using the Delivery On the Go service—and others can do the same for you!

Learn More about Delivery On the Go

What is Functional 5-Day Delivery?

Illinois Heartland Library System believes all library patrons deserve to receive their holds quickly. This is why we offer all libraries functional five-day delivery service. The "functional" part means that you also don't have to receive five-day delivery. If you are only open two days a week, only want delivery service on-demand, or if you don't want to receive regular delivery on one or more days for any other reason, that's fine. 

At any time, libraries can request additional or fewer pickups as needed, either on a permanent or temporary basis, by initiating a Delivery Help Desk Ticket using the form above and selecting "No Delivery." In your message, provide details about how often you'd like your pickups and for how long you want the altered schedule.

updated 6/14/2024

GUIDELINES
What COVID-19 protocols do you still have in place?

Most of our pandemic protocols, such as book quarantines and mask requirements, have been removed. However, we are still taking steps to keep you safe. For example, staffers are required to test if a family member has tested positive and their own test is pending results, and we inform affected libraries if a COVID-positive IHLS staffer comes in direct contact with a library staffer. Second, we've kept good habits such as sending home staff with a fever and sanitizing surfaces more frequently (though the strict schedule for this has been removed). Finally, some of the steps we put into place or enforced more rigorously during the pandemic are now in place as part of our new normal. For example, contactless delivery drop-off/pickup locations are still required in libraries, where it's feasible.

updated 1/6/2023

What items can I send through IHLS Delivery?

Only materials that fit the following descriptions are eligible for transport through library system delivery:

  1. Library materials that are classified, cataloged, and available for loan.
  2. Items sent out from the Illinois State Library, the Illinois Secretary of State, or a library system.

The following item types are not eligible for transport through library system delivery:

  1. Items that are individually addressed and can be mailed via the U.S. Postal Service.
  2. Library newsletters which may be mailed, exchanged at networking group meetings, or obtained online.
  3. Bulk items intended for distribution to the public.

Delivery must be used for the transport of requested library items only. For more information, please refer to the Illinois Secretary of State memorandum "Delivery of Library Materials" and the IHLS Delivery Guidelines.

LOST OR DAMAGED ITEMS
What should I do if an item is damaged?

According to the ILLINET Code, “If damage or loss occurs, the requesting library is responsible for compensation in accordance with the policy of the supplying library.” However, If the damage/loss occurs in transit, IHLS will reimburse the library “in accordance with the policy of the supplying library.”

If an item has been believed to have been damaged in transit, please initiate a Delivery Help Desk Ticket and select "Lost or Damaged Item." Be sure to provide as many details as are known, including:

  • the condition of the item when originally sent through IHLS delivery, the date the item was sent, if the item was sent in a completely closed IHLS tub or in another container (please specify), and how the container was closed;
  • the destination library name, the condition of the item when received, the date the item was received, if the item was received in a completely closed IHLS tub or in another container (please specify), and how the container was closed;
  • and so on for the destination library returning it through delivery and for the home library receiving the item after delivery.

These details will help us to investigate, and an IHLS employee will contact you with instructions on the next step.

Learn More

updated 8/1/2023

What should I do if an item is lost?

According to the ILLINET Code, “If damage or loss occurs, the requesting library is responsible for compensation in accordance with the policy of the supplying library.” However, If the damage/loss occurs in transit, IHLS will reimburse the library “in accordance with the policy of the supplying library.” If an item has been believed to have been lost or damaged in transit, and if the item has been lost for at least 30 days:

  1. Contact the receiving library to verify the item is not on their shelf.
  2. Check your own shelf to verify the item is not there.
  3. Initiate a Delivery Help Desk Ticket and select "Lost or Damaged Item". Be sure to provide details as to when the item was put into IHLS delivery, the destination library name, whether or not the destination library received the item, and when they put it back into delivery. These details will help us to investigate, and an IHLS employee will contact you with instructions on the next step.

Learn More

updated 8/1/2023

FREQUENCY / SCHEDULE
How do I notify IHLS Delivery that my library will be closed on a particular day(s)?
  1. Initiate a Delivery Help Desk Ticket.
  2. Under "What do you need help with?" select "No Delivery."
  3. Under "Message," provide details about the closing date, whether you know the reopening date, and what that date is (if you know it).

Alternatively, if you would like to permanently change the days, or number of days, your library received IHLS Delivery service, select "No Delivery" and provide the relevant details under "Message."

updated 6/14/2024

I am with a school and don't like IHLS's scheduled school delivery start/end date. How do I request an alternative start/end date?

Initiate a Delivery Help Desk Ticket and select "Other." Then, use the "Message" field to request an alternative delivery start or end date for your school.

updated 6/14/2024

What is Functional 5-Day Delivery?

Illinois Heartland Library System believes all library patrons deserve to receive their holds quickly. This is why we offer all libraries functional five-day delivery service. The "functional" part means that you also don't have to receive five-day delivery. If you are only open two days a week, only want delivery service on-demand, or if you don't want to receive regular delivery on one or more days for any other reason, that's fine. At any time, libraries can request additional or fewer pickups as needed, either on a permanent or temporary basis, by initiating a Delivery Help Desk Ticket using the form above and selecting either "Change Delivery Schedule - Permanent" or "Change Delivery Schedule - Temporary (Report Closing/Request No Delivery)."