Express Holds Pickup FAQs
Now that Skagit County has entered Phase 2, the Burlington Public Library is very excited to offer Express Holds Pickup. Since we have started, we have gotten some really great questions about it. Below are the answers to our most Frequently Asked Questions. If you have more questions please call us at (360) 755-0760 or email us at firstname.lastname@example.org.
Q: How does Express Holds Pickup work?
A: First, if you would like to place a hold to pick up, go to our online catalog to place items on hold or call us at (360) 755-0760 for help putting items on hold.
Next, wait for us to notify you that your hold is ready for pick up. You will either get an automated email or a phone call.
Come to the library during our Express Holds Pickup hours: Monday, Tuesday, Thursday, & Friday from 10 am-3 pm or Wednesday from 2 pm-7 pm and call us when you get here! Tell us your name and we will bring your items out to the table in front of the library's entrance. Please wait in your car until you see us put the items on the table. Staff will be wearing masks and gloves.
Q: What are your Express Holds Pickup Hours?
A: Express Holds Pickup hours are:
Mondays 10 am to 3 pm
Tuesday 10 am to 3 pm
Wednesdays 2 pm to 7 pm
Thursday 10 am to 3 pm
Fridays 10 am to 3 pm
Q: Do I have to call ahead before I show up at the library?
A: You do not have to call before you show up at the library unless you do not have a cell phone. If you do not have a cell phone to let us know that you have arrived, let us know to look out for your car. We will bring the items out when we see that you have pulled into a parking space in front of the building.
Q: Can someone pick up my items for me?
A: Yes, someone else can pick up your items for you. They can let us know that they are picking up items on your behalf when they arrive at the library.
Q: How long do I need to wait before I can pick up the items that I requested?
A: We are processing holds twice each day that Express Holds Pickup is available. We will likely get in touch with you on the next Pickup day.
Q: How will I be notified that my items are ready?
A: You will be notified that your items are ready for pickup by an automated email or if you do not have an email on file, we will call you.
Q: How long do I have to pick up my items?
A: You will have seven days to pickup your items from the date that you were notified they were ready.
Q: I saw on my account that my books are on the holds shelf. Does that mean that my items are ready to be picked up?
A: Yes, they are ready. If you have been notified by email or by phone then your items are ready to be picked up.
Q: Why are my items in separate orders? Can you combine my items all into one order?
A: All returned items are being kept in quarantine for 5 days. This may cause some delays in availability. We are also pulling items twice each Express Holds Pickup day. If you continue to place holds after you have been notified that your items are ready, you will likely have separate orders.
We cannot guarantee that all of your items will be ready at the same time. You can pick things up as they become available or you can wait a couple of days to see what else becomes available to pick up all at once.
Q: I am here to pick up my order. Can you see if you have a book/DVD to add to my order?
A: We will do our best to get you your additional items. However, we are working with a limited staff and our priority is the items that were already placed on hold.
Q: Do I have to wear a mask?
A: Yes, due to the statewide mask order effective as of June 26, masks/cloth face coverings are required in public spaces.
Q: I have books to return, can I hand them to you at curbside?
A: No, for the safety of everyone, staff cannot take items directly from you. We ask that all items be returned to our book drops, where they will be quarantined for 5 days before being checked in.
Q: What if I do not have a cell phone?
A: If you do not have a cell phone, please call us before you leave for the library. Let us know what kind of car you will be driving and we will keep an eye out for you to pull into our parking lot. We will bring your items out to the table at the front doors and you can pick them up once we have returned inside.
Q: Is there anything else that I need to know?
A: Yes! We miss you all and cannot wait for you to be able to return to the library. In the meantime, please be patient with us. We have a very limited staff working at the library right now and we are doing our best to make the holds process work efficiently for everyone!