Library Takeout

Welcome! Library Takeout

As of Tuesday, June 16 we are restarting our holds service! Library takeout orders can now be made by placing holds through our catalogue!

While library facilities remain closed Library Takeout is a service that allows residents to access materials by pre-scheduled pick-up from our Main Branch.

To use Library Takeout:
  1. Log into the library catalogue, search for and place a hold on any desired items. If you need assistance placing holds, call us at 604-527-4666 Tuesday to Saturday between 9 am- 5pm  or view this video
  2. NWPL staff will locate the items, and notify you by phone when they are ready to schedule a pick-up appointment.
  3. On arrival, a staff member will greet you and retrieve your order.
  4. We will leave your takeout package on a table in our front entrance and indicate when it is safe to step forward to retrieve your order.
  5. Your materials will already be checked out. Simply retrieve the package and enjoy your materials!

To learn more about NWPL Library Takeout, please see the Frequently Asked Questions below.

Frequently Asked Questions (FAQ’s): Updated June 15, 2020

You can make your request 24/7 by logging into our Library Catalogue , searching for and placing  any desired item on hold, or by call us at 604-527-4666, Tuesday – Saturday.

If you are not sure how to place a hold using our catalogue view this video or call us for assistance.

When your holds are ready, we will contact you by phone, not by email, to ensure we can schedule a pick-up time, and continue to observe physical distancing. 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.  W

If you are contacting us by phone and we are not able to answer, please leave a message. We will do our best to respond to within 2 business days.

Since our  book return opened on June 9, and we are now able to re-circulate materials, you can place up to 75 items  on hold per library card.

If you have multiple people with library cards in your household, you can place multiple holds. 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 are calling and leaving a message for us to place a hold 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.

Each card holder is allowed to have up to 75 items on hold. If you have already reached the maximum for holds, you can get in touch with us for help by calling  604-527-4666,

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):

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 search for an item in the catalogue and view that items details, if it is currently checked in it will show as ‘Available Now’ in green text (see below). For the Library Takeout service, you can place a hold for items whether they are checked (Available)  in or checked out. View this video for information on how to place a hold.

We will confirm what items we were able to locate for you when we call you to schedule your pickup appointment.

If you have any questions about placing a hold please 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 by logging in to our catalogue and placing any items you would like on hold, or by calling us at 604-527-4666.  We will process orders and contact customers in priority sequence.

Pickup appointments are scheduled  between 12 and 4pm.  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.

As with the City of New Westminster, the Library cares deeply about our impact  on the environment.  We are learning constantly about measures we can take to deliver services and reduce our carbon footprint. For our touchless Library Takeout service we were able to procure sustainably sourced, fully compostable paper bags that allows us to safely pre-package items for easy distribution, reducing line-ups, and promoting physical distancing.  We are continually reviewing our procedures as we learn how to improve our process. If there are suggestions for how we could keep our services safe, and further reduce our carbon footprint, please let us know at AskUs@nwpl.ca.

We are anticipating a high volume of calls and apologize if it is frustrating to connect. Our staff will answer calls and respond to messages 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.

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 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 2m distance between you, library staff, and any other customers waiting for or returning their items. If you see others in the process of picking up their order, please wait on one of the 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, a staff member will greet you and will then provide further instructions to verify your identity, if necessary and let you know when to move forward to pick-up your items.

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.

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.

Yes! Even though we are continuing to waive fees and fines for overdues, the book return at the Main Branch reopened June 9, 2020. We invite customers to return items when they are able.

To keep you safe, all items will be automatically quarantined for 72-hours. As a result it may take up to a week for the items to be removed from your account. That is why we will be continuing to waive any overdue fines and fees.

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.