Request a Title Frequently Asked Questions

Contents

How do I make a request?

• First check the Denver Public Library Catalog to see if we own the title you want.
• If not, check Prospector to see if the item can be found in another local library.
• If not, try WorldCat.
• Once you have located the item, click on ILL BORROW FROM ANOTHER LIBRARY and fill in the form with your information.
• Use the online request form if you have the information about the item (such as author, title, ISBN…)
• By telephone or in person at any Denver Public Library.

Can I decide whether the library purchases or borrows my request for me?

The Library reserves the right to determine the best way to fill your request, while still delivering the item to you in as timely a manner as possible.

Why didn't the library purchase the item I requested?

We are unable to purchase every title that is requested so we have created a set of criteria that will determine whether or not we will purchase a title for our collection. Among other things, it is generally based on the year of publication, the sales ranking on Amazon and availability from our library vendors.

Does the library attempt to borrow new items?

No. Our success rate for securing items released in the last year approaches 0%. If the item you have requested is new and not purchased for the collection, no attempt will be made to secure the item through Interlibrary Loan. After the item has been available in stores for one year, please submit a new request and we will attempt to borrow it for your enjoyment.

Who do I talk to for more information about my request?

Collection Development (purchasing)

Telephone: 720-865-1509
Fax: 720-865-1581

Monday-Friday: 10 a.m. - 5:30 p.m.

Interlibrary Loan (borrowing)

Telephone: 720-865-1718
Fax: 720-865-1783
Email Interlibrary Loan

Monday-Friday: 8:30 a.m. - 4:30 p.m.

How long will it take for my request to arrive?

The average time to process your request is 2 weeks. The time varies depending on the availability of the item.

Is there a charge for this service?

There is no charge if Denver Public Library purchases your request for its collection. On occasion, when we borrow an item from another library, the library will charge us for the privilege. We will borrow from a library that charges fees only if you authorize us to do so, and only if there are no free libraries available. Fees are due when you pick up your item, when applicable.

How many requests may I submit?

Beginning in 2010, you may submit 30 requests per calendar year. A request is anything submitted using the customer's library card, regardless of who entered it. A request counts against your 30 limit even if it is eventually cancelled for any reason. 

How can I take full advantage of my requests?

• Always check the Denver Public Library catalog and the Prospector catalog for the item you are looking for before you submit a request through the Request It! system.
• Denver Public Library will not attempt to purchase brand new materials unless they meet a certain criteria and we will not attempt to borrow brand new materials through Interlibrary Loan because of the extremely low fill rate.
• When less than 10 libraries own an item, the chance of obtaining the title is minimal.
• Items owned by public libraries are often available at no charge. University and medical libraries generally charge a fee of $11.00-$25.00. If there are no free lenders and you are not willing to pay a loan fee, your request will not be filled.

If you are borrowing or buying my request can you send it to my non-DPL library?

No, but we are happy to send your request to any of our 23 locations for convenient pick up. If you want an Interlibrary Loan delivered to a non-DPL library you must submit your request through that library’s Interlibrary Loan Department.

How long can I keep an item you borrowed for me through Interlibrary Loan and can I renew my item?

The lending library determines the length of the loan. Some libraries allow one renewal. If you think you need to renew your item you can call the Interlibrary Loan office prior to the item’s due date and we’ll let you know if it will renew or not. Telephone: 720-865-1718. Email Interlibrary Loan

Be sure to pick up your items as soon as possible after you receive notification. This will allow you to have it for the maximum loan period given by the lending library. The longer your item sits on the hold shelf, the less time you will have with it.

Some items borrowed are only for use in the Central Library and cannot be checked out, such as rare or fragile materials, microfilm, microfiche, and other special materials.

What is the white ILL bookmark/label for?

Every Interlibrary Loan item comes with a white ILL bookmark or label attached to it. The bookmark and label help both you and the Library keep track of these special items. To ensure return of the material, please do not remove the bookmark or label. If the item is lost due to removal of the bookmark or label, you may be charged replacement fees. The lending library may charge up to $250.00 for lost items.

How do I check/change my pickup location?

To check or change your pick-up location, log in to Request It!, and click on the Change Pickup Location button on the Main Menu. Select a location and click the Submit Information button.

How will I be contacted when my item arrives?

When your item arrives at your designated pickup location, you will be contacted either by an automated phone call or email, depending on what you currently have set up.

What does the status of my request in Request It! mean?

Awaiting Customer Contact: We are currently processing your request for delivery. Please, check My Library Card for request status. You do not need to contact our office.

Awaiting Copyright Clearance: Before processing your request, we must verify that the article you requested is not in violation of copyright law.

Canceled by ILL Staff: Please log in to your Request It! account at denverlibrary.org/requestit, or contact the Interlibrary Loan Department for more information.

ILL or CDO - Prospector Requested: We have ordered this item through Prospector so you may have it faster.

On Order, Check Library Card for Status: We have purchased your requested item for our collection and a hold has been placed for you. Please see mycard.denverlibrary.org for more information.

Check My Library Card for Request Status: Your item will soon be available to you. Please see mycard.denverlibrary.org for more information.

ILL - Awaiting ALA Request Processing: We are contacting a library that does not manage their requests electronically.  These requests may take longer.

ILL - Customer Fee Approval Required: This item has a fee. Please call 720-865-1718 or email request@denverlibrary.org to approve or deny the fee.

ILL - Fee Approved: You have approved a fee for an ILL item. We are processing your request with this new information.

Not Purchased-Forwarded to ILL: Your request does not meet Denver Public Library’s purchasing criteria.  We are processing your request as an Interlibrary Loan Request.

What does the status mean on My Library Card?

Request Pending: We are still working on your request.

Intransit – sent: Your item is on its way to your designated pickup location.

Ready for Pickup: Your item is ready for pickup.

Tracer: Your request has been submitted and we are waiting for a response from a lender. If it has been more than a month since you placed your request, please login to Request It! and check under the cancelled requests queue.

I haven’t used Request It! before. Where do I sign up?

You will need to complete a one-time registration before you can start using the service. Go to www.denverlibrary.org/requestit and click the Logon button. The Register Here button will appear. Click on the Register Here button and fill out the form. You will be able to place requests immediately. Please call 720-865-1718 or email request@denverlibrary.org if you have questions.

I can’t log in, but I have used the Request It! system before.

If you have changed your library card number or received a replacement card, you will need to register with Request It! by clicking on the Register Here button. Please call 720-865-1718 or email request@denverlibrary.org if you have any outstanding requests so that we may update your account.

How do I know if my request went through?

You will know if your request went through when you submit your request and receive a transaction number. If you have any questions about whether or not we received your request, check Request It! at www.denverlibrary.org/requestit. If you see your item under Outstanding Requests, we have received your request.

Will my request show up on My Library Card right away?

Interlibrary Loan requests do not show up on your library card right away. The item will appear on your card if we are able to request the item from a partner library. This process may take 5 hours to 5 days. If you are curious about the status of your request, feel free to check Request It! at www.denverlibrary.org/requestit under Outstanding Requests. If your request is not there, check under Cancelled Requests. Items we are not able to borrow will no longer be listed on your library card, but will appear here.

My request is no longer on my library card or it seems like my request is taking too long. What is happening?

We are not able to fill every request, despite our best efforts. If your request is no longer on your library card or it is still showing on your library card but it’s been more than a month, please login to Request It! and check the status of your request. Remember to click on Cancelled Requests under View if the title in question is no longer listed as an Outstanding Request.

What does the reason for cancellation mean?

If we are unable to fill your request, the request will be cancelled and an unfilled reason will be posted to your Request It! account. Some of the most common reasons for cancellation (and what they mean to you) are:

This item is in use at the lender(s):
Please wait at least 3 weeks to resubmit your request for this item. This will give it time to circulate at the owning library.

The owners will not lend this item. It is non-circulating:
We are unable to borrow this item for you because it is a reference item.

This item does not meet the selection criteria for purchase and is not available for loan:
Denver Public Library is not purchasing this item for its collection at this time. Additionally, the Interlibrary Loan Department is unable to borrow this item for you.

This item does not meet purchase request guidelines and is too new to borrow:
The title does not meet purchase request guidelines, which are based on the year of publication, the sales ranking on Amazon and availability from our library vendors and has been released in the last year. Our success rate on new items approaches 0%.