Library Takeout

Ready to order?Library Takeout

With BC’s success in managing COVID-19 we’re now ready to launch Library Takeout, a pilot project we’ve been planning that will allow residents to select and pick up a maximum of 10 physical items from our Main Branch.

To help keep everyone safe, we  hope you will combine your library pick-up with any other essential outings you will be undertaking.

To use Library Takeout:

Place requests now! Pickup service begins Wednesday, May 20, 2020.

  1. Submit your order online using our Library Takeout Order Form or Call 604-527-4666.*
  2. NWPL staff will locate the items and call to arrange a pickup time.
  3. On arrival, call us at 604-349-1536 to alert us you are here (the number is posted on the window of our front entrance).
  4. We will leave your takeout package on a table in our front vestibule and motion to you when it is safe to step forward to retrieve it.
  5. Your materials will already be checked out. Simply retrieve the package and enjoy your materials!

*We will be able to assist you to place orders Tuesday to Saturday. If we are not able to answer your call please leave a message and we will get back to you within two business days. Pickup times will be by appointment only.

We’re sure you have lots of questions about this new service! Please see the Frequently Asked Questions below.

Frequently Asked Questions (FAQ’s): Updated May 22, 2020

You can make your request 24/7 using our Library Takeout Order Form or call us at 604-527-4666, Tuesday – Saturday. If you are ordering by phone, please search the catalogue first, and have your titles ready.  If we don’t have what you are hoping for, we will work to suggest alternatives if necessary. We will also provide instructions to ensure your arrival and visit to the pick up area at the front of the library will be smooth and safe.  We will do our best to respond to order requests and calls within 2 business days.

You can request up to 10 items that are currently available, per library card.

If you have multiple people with library cards in your household, you can place multiple orders for up to 10 items. Due to physical distancing, we recommend that only one person per household picks up the order(s), so please ensure you will be able to carry all of the items you’ve requested.

If you submit your order online, we may need to call and clarify any questions we have. If you are calling and leaving a message for us to place an order by phone, please have the list of materials you would like to request, ready for us. If you don’t know what materials you’d like, a staff member is happy to help.

Requested items are not guaranteed, though we will do our best to provide them to you.

Yes! Library accounts are usually blocked once more than $10 is owing in fines, but we are waiving this restriction at present. We do reserve the right to limit access to cardholders with significant outstanding bills on their accounts.

You can request any of the following items:

  • Books (in all formats)
  • Audiobooks
  • CDs
  • DVD’s
  • Bestseller Express Books
  • Express View Movies and TV DVD’s

When you do a search in the catalogue and view an items details, it will show as ‘Available Now’ in green text. For the Library Takeout service, you will only be able to order items that show as ‘available’:

Please note that the items you request may not be available when we actually work to fill your order. We will let you know what we were not able to find when we call you to schedule your pickup appointment.

Also, please note that to order Library Takeout, you have to submit an order online using our Library Takeout Order Form or phone us at 604-527-4666, Tuesday to Saturday. We aim to respond to orders and any phone messages within two business days.

We are receiving an extremely high volume of requests. As we receive requests we are working to collect items and package them for you. In order to increase our delivery system we will be increasing our pick up hours, and also waiting for staff to return from other assignments to help us with meet that demand. We will call you to schedule your pick up as soon as we are able.  We remind everyone that fines and fees will not be assigned to customers during this period.

No problem! Our professional library staff are happy and ready to select items for you based on your preferences. Whether you are looking for some picture books for the kids or some engaging mysteries for yourself, give us a call and we’ll work with you to make some selections. When you call the library, leave a message and let us know you would like some assistance and we’ll work with our librarians to get you some recommendations.

As of now, you can request items 24/7 through our online using our Library Takeout Order Form, or by calling us at 604-527-4666.  Beginning Wednesday, May 13 we will begin processing orders and contacting customers in priority sequence.

Beginning Wednesday, May 20 pickup appointments will begin, scheduled in increments between 12 and 4pm, and will occur at this time regularly from that point forward Tuesday – Saturday.  For everyone’s safety, we ask that you do your best to be on time to help us limit the number of people in the pickup area.

At this time, we are hoping to be able to offer access to library collections in a way that respects and honors all the hard work that the people of British Columbia have done to protect everyone’s health during this pandemic.  The situation is evolving daily, and we will make every attempt to be responsive to this ongoing situation.  If these current service hours do not work for you please know that our intent is to offer access to Library collections while still respecting and honouring the hard work that British Columbians have done to protect everyone’s health during the pandemic. We will make every attempt to be responsive to this evolving situation.

We are not able to restart the regular holds program in the first phase of Library Takeout. However, if you already have holds available for pick-up, you can request to pick these items up by checking the holds pick-up box, at the bottom of the Library Takeout Order Form.

Be sure to note that the items on hold for you are actually processed and ready for you to pick up (as would only be the case for those processed prior to our closure March 16, 2020).  To check for any available holds, visit your account and make sure that there is a green ‘ready’ symbol beside anything you are waiting for (see screenshot below):

If you have already reached the maximum for holds, you can get in touch with us for help by calling  604-527-4666, based on titles that are already available.

We are anticipating a high volume of calls and apologize if it is frustrating to connect. Our staff will answer calls and respond to messagees on a first-come, first-served basis, and will continue working through an order with a patron without interruption. If no one picks up, we ask that you leave a message.  We will do our best to get back to you within two business days, and as staffing and resources allow.

If you are able to, please consider filling out a Library Takeout Order Form online. Staff will strive to follow up on your order request within two business days, Tuesday – Saturday.

Working with approval from local health authorities and the City of New Westminster, we are taking all precautions to ensure that materials on our shelves are safe to be handled by members of the public.

To pick up an order, you’ll need to arrange a time with staff. Under current restrictions and to keep this service safe, we will be limiting the number of appointments per hour. Signage will guide you to the place where you can show something with your name on it to staff, and  help you maintain a safe distance from others. If you see others picking up their order, please wait on one of the Physical Distancing markers outside the library front entrance, until it is safe to proceed towards the door. Only one person is permitted in the marked pick-up area at a time.

If you are feeling unwell or if any member of your household is sick or in isolation, we ask that you refrain from borrowing library materials. This will help us all feel more comfortable and confident with the safety of our collections. We’ll look forward to serving you again when everyone in your household is healthy.

When you arrive at the library, you will find clearly marked coloured tape and social distance markers, to assist you in placing yourself safely between and among any other customers who may be present. We encourage everyone to help keep us all safe and use the recommended 6ft. distance between you, library staff, and any other customers waiting for their items. If you see others in the process of picking up their order, please wait on one of the 6’ Physical Distancing markers until it is safe to proceed forward.  We will be limiting the number of appointments available per half-hour period.

On arrival, please call our ‘pick-up’ line at 604-349-1536 to let us know you have arrived and are waiting in line. We will then provide further instructions to verify your identity, and let you know when to move forward to pick-up your items.

Signage will guide you to the window where you can show any requested identification. Only one person is permitted in the designated pick-up area at a time.

Your order will be placed on a table just inside the library entrance. When staff are back behind the library doors,  we will indicate when it is safe to approach and collect your materials. Please do not enter the pick-up area until staff are back behind doors. If you are picking up multiple orders, we ask that you only send one person.

Yes! Please identify the person who will be picking up your order to staff PRIOR to their arrival when you discuss the appointment time for pickup. Remember that the library cardholder to whom the items are checked out is responsible for the materials and will be charged for any loss or damage.

To start, and for the benefit of your fellow library lovers, we ask that you limit your orders to one order every two weeks. We really appreciate your patience and understanding while we pilot this new service and work with you to provide the best possible Library Takeout experience.

All items will are automatically checked out for at least 6 weeks. However, we are continuing to extend due dates through time to ensure a reduction in the need for customers to venture out in the community unnecessarily. We will also be continuing to waive all fees and fines during this period.

Not yet! Our bookdrops will remain closed during the initial launch of Library Takeout though we hope to reopen them in June. Please keep all materials at home for the time-being. This is giving us  time to have staff return from other areas of the City, and refine the safety procedures being put in place for the eventual return of library materials (implementing effective storage and quarantine of materials and managing customer accounts with delayed check-in processes).

At present, we hope to open our bookdrop at the Main Branch by June, 2020. Stay tuned to this section for more information following the launch of Library Takeout.

For the initial phase of this pilot program, only those with full status library cards are able to borrow or place requests. However, we recently introduced temporary ecards that allow access to our online resources, and are finalizing details about how these can be converted to full status membership cards that will enable borrowing of library materials through this program.

Please see our library web site for more information on requesting a Library eCard.

Not at this time. You are welcome to send a delegate in the form of a friend, neighbour or family member to pick up the order on your behalf! Just make sure you tell staff who will be picking up your order when they schedule your appointment. The pick up person will need to show something with their name on it when they arrive at the library.

While we hope that it won’t be too long, we’re staying closed to help limit the spread of COVID-19 in our community. We are following the advice of the health authorities and will reopen only after careful consideration following guidance from our health authority,  direction of the City of New Westminster, and the New Westminster Public Library Board.