Click & Collect

Click & Collect is a new way to pick up your holds from the library contact free!  Using Click & Collect’s on-demand reservation system, you can let us know when you are coming to pick up your items. Click & Collect limits the number of visitors to the library, while reducing the amount time between your holds notification and pick-up. That makes holds pick-ups safer and faster.

Use Click & Collect one of three ways:

Library App

The Region of Waterloo Library App. Available for free download to your smart device at: 

 Google Play Store Apple App Store

Open up the Region of Waterloo Library App and tap Holds

  1. If you have holds available to pick up, the Click & Collect button will display.
    Click & Collect
  2. Tap on the Click & Collect button.
  3. You will see a brief form. Please let us know:
      a) Which items you would like to pick up.
      b) If you prefer contactless pick-up.
      c) If you are picking up items for another person as well.

  4. Click 'I'm on my way.'

  5. Let us know how soon you will pick up your items. 

  6. You are now ready to pick up your items!

  7. When you reach the branch, please follow all signage and staff directions.

 Click & Collect from RWL's website
  1. Log into the Click & Collect portal using your library card number and PIN.Click & Collect
  2. You will see a brief form. Please let us know:

          a) Which items you would like to pick up.
          b) If you prefer contactless pick-up.
          c) If you are picking up items for another person as well.

 3. Click 'I'm on my way.'

 4. Let us know how soon you will pick up your items.

 5. You are now ready to pick up your items!

 6. When you reach the branch, please follow all signage and staff directions.

 Call Ask a Librarian
  1. Call the Ask a Librarian line at 226-748-8030 when you are ready to pick up your items.
  2. Staff will verify you have items available to pick-up, and submit your request.
  3. Once you reach the branch, ring the doorbell and a staff person will assist you.


Click & Collect: Frequently Asked Questions

 Why won't Click & Collect accept my PIN (Personal Identification Number)?
Click & Collect only accepts numerically based PINs. Unfortunately, if your PIN includes letters, you will need to update it before using Click & Collect. Please contact Ask a Librarian for assistance updating your PIN. 
Why has the library switched from Library Takeout to Click & Collect?

Click & Collect is a more flexible service than Library Takeout, allowing library members to pick up their items faster.

You can easily let us know you are on the way to get your items. We will have them ready for you when you get to the library. It is a more 'on demand’ approach to contactless service.

Why can't I book an arrival time for tomorrow or even later today?

Click & Collect is an on demand booking system, providing within the hour appointments. Creating as needed appointments helps to streamline the service, while providing greater flexibilty to patrons. 

For assistance with your booking, we welcome you to reach out to us at Ask a Librarian

Why am I seeing the message that Click & Collect is unavailable?

Click & Collect will let you know that it is unavailable for one of these reasons:

  • The branch is closed, so no arrival times are available.
  • All available arrival times are currently booked.

Unavailable messages include instructions for when you can try accessing the service again. 

What happens if I say I am picking up my items, but then can't make it to the library?
If you use Click & Collect, and then cannot make it into the branch just let us know. Either call or email your pick-up branch to make a new arrangement. You can also access Click & Collect through the app, web portal, or at Ask a Librarian to cancel your request.
Can I pick up library items for other people?

Yes! The process is slightly different depending on what method you are using to access Click & Collect.

Library App: The app will automatically give you the option to pick items up for any linked accounts in Click & Collect. If you wish to pick up items for an account not linked in the app, simply indicate the user ID in the form when setting up your pick-up.

To link accounts in the Library App”

  1. Open the app
  2. Tap on the menu icon
  3. Tap Linked Accounts
  4. Tap the ‘+Add’
  5. Enter the library card number and PIN for the account you wish to add
  6. Tap Link
  7. Repeat these steps for each account you would like to link in the app

Click & Collect Portal:   If you wish to pick up items for an account not linked in the app, simply indicate the user ID in the form when setting up your pick-up.

Ask a Librarian: Advise staff at the time of calling, if you wish to pick up items for another person. Please provide the name and library card number of the person whose items you are picking up. 

 What should I expect when using Click & Collect to pick up my library items?

Click & Collect allows for quicker service when picking up your items. Just fill out the form as described above. You will have up to one hour to pick your items up from the library.

Once you reach the library, just ring the doorbell for service. Please follow all posted instructions and staff directions. Library staff will retrieve your order. Please stand back while we place your order in the designated space (location may change based on our current Covid phase).

Only one person is permitted in the pick-up area at a time. If others are present, please wait at a distance until it is safe to proceed towards the door.

If you are picking up multiple orders, we ask that you only send one pickup person.

Can I place a Click & Collect order if I have overdue fines? 
Yes, you can place a Click & Collect order, even if you have overdue fines. Please note that we are not accepting payments of fines from patrons at this time.

Library Service During Covid: Frequently Asked Questions

I don't have a Region of Waterloo Library card. Can I sign up? 

Yes! Register for your new eMembership by completing a short online form. After completing the form, please allow a few minutes for your library card number and PIN to arrive by email. If you need assistance registering, please email us or call 226-748-8030.

I have an online RWL membership, can I request physical items?

Absolutely! Contact libhq@regionofwaterloo.ca or 226-748-8030 to select a pickup branch from any one of our 10 locations, and upgrade your online membership to a regular membership before placing holds on physical items in the catalogue.  

Is there an option for home delivery?

Unfortunately no, but you are welcome to send a delegate in the form of a friend, neighbour, or family member to pick up your order on your behalf. Please be sure to indicate the name of the pickup person in your booking notes. The pickup person will need to show a piece of ID when they collect your item(s).

If the pickup is for multiple patrons, please ensure each card number is listed in the booking notes.

 Can I pick up my items at your satellite locations? 
At this time, we are limiting pickup locations to our 10 branch sites. We ask that patrons please select their home branch when scheduling their pickup.     
 Can the library offer recommendations on what to borrow? 

Yes we can! Our library staff are experts at selecting materials based on your preferences. For suggestions on what to request, our Ask A Librarian service is happy to help.

 Are there limits to the number of items I can request? 
 Thankfully no, RWL is continuing to offer the regular number of items per patron.
 How long can I borrow items? 

All regular loan periods have been reinstated. 

Please check your due date slip for specific due dates.

 Can I return items to the library?
Yes, our book drops are open! 

How do I bring back items meant to be returned in-branch?

To return items such as mobile hotspots, board games, or video game systems, please visit a branch during regular hours. If only Click & Collect service is available at the time of your visit due to Waterloo Region's status in the province's COVID-19 framework, you can ring the bell for assistance at the door to return your items. 

Is it safe to borrow library materials during the COVID-19 outbreak? 

Working within Provincial and local health authorities guidelines, we are taking all precautions to ensure that materials on our shelves and those returned to us are safe to be handled by members of the public. 

Do you have additional questions, thoughts or comments? We'd love to hear them! Please email us or reach out to us at 226-748-8030. We are thrilled to take this step forward with our community.    

 

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