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  • Returns and Holds Pickup Service at OPL

    12/06/2020

    OPL is offering a new Returns and Holds Pickup service at six branch locations: Main, Nepean Centrepointe, Cumberland, Beaverbrook, Greenboro, Ruth E. Dickson, during new hours of operation.

    Find the details of this new service here.

    • Due dates for currently checked out materials have been extended and late fees suspended.
    • All book drops remain closed.

    For information about Library cards, virtual programs, and more, contact  InfoService by phone or email.

Holds pickup appointments - Curbside Service

10/06/2020

For the most recent information about returns and holds pickup service, please see this page.

Holds pickup by appointment at OPL will begin on Monday, June 15 as part of our new curbside service. You may have questions about our new pickup service – we’ve got answers! For more information about curbside service, please refer to Curbside returns and holds pickup service and Managing your holds.

Frequently Asked Questions:

Where can I pick up my holds?

Starting June 15, you can pick up holds at the following locations, during hours of operation: 

  • Beaverbrook branch 
  • Cumberland branch 
  • Greenboro branch 
  • Main branch
  • Nepean Centrepointe branch 
  • Ruth E. Dickinson branch 

**Please note that these branch locations were selected based on these criteria: safety, geography, accessibility, equity, and usage.

For information about when other branches will open, please see this page

How do I make an appointment to pick up my holds? 

Holds pickup will be by appointment only. When your hold is available, you will receive an email or phone call with details on how to book an appointment. If you have holds ready for pickup, you can also book your appointment here. You will be able to pick the date and time slot for your appointment.

I've already booked an appointment to pick up my holds, but just got an email saying I have more holds available. Do I need to book another appointment?

All your holds available the day before your booked appointment will be ready for you. You do not need to book an additional appointment for each hold notification you receive. 

How long will I have to pick up my holds? 

Holds will be kept for 28 days to give you enough time to book an appointment. The holds notification email will provide the pickup by date, as usual, for your available holds.

I want to make an appointment for today. Why won’t the system let me?

The cutoff time to make an appointment for a certain day is an hour before the library closes on the previous day. For example, to make an appointment for Tuesday, June 23, you must book the appointment by 5:00 on Monday, June 22. This is to ensure that all holds can be checked out and bagged before your appointment time.

I made a pickup appointment, but now want to change it. What can I do? 

You can cancel and rebook your holds appointment ahead of time in the My Event Registrations section of your account. If you want to change your appointment on the day of, you need to call Infoservice at 613-580-2940. 

My family has holds on more than one card, and I want to pick up holds for my neighbour who can’t go out. Do I have to make more than one appointment?

When you make your pickup appointment, you will be able to include up to three (3) additional accounts in your appointment booking. Please make sure to include the name and full library card number for each account in your booking and bring the numbers with you to your appointment. All available holds on these accounts will be checked out and bagged for you to pick up at your appointment.

Can I just go to one of the six branches to pick up my holds if there is no lineup? 

No. Holds pickup is available by appointment only.  

Once my pickup appointment is scheduled, what do I need to do? 

Please arrive at the branch location on time for your holds pickup appointment. Make sure you have the name(s) and card number(s) for all accounts included in your appointment. Once you are there, signage will clearly indicate where you need to go to get your holds. Employees will be there to provide additional direction. All your available holds will be already checked out and bagged.  

How are you keeping customers and employees safe during pickup appointments?

Employees are following Ottawa Public Health (OPH) guidelines, including regular handwashing and physical distancing. When you arrive for your appointment, employees will be on hand to direct you as you line up, and markers will indicate physical distancing guides. Holds pickup will be contact free and maintain physical distancing. An employee will place your bagged items on a table, and then back away to let you approach and pick up your items. We recommend washing your hands after handling library materials. 

Ok, I got my available holds at one of the six locations offering curbside pickup. How long can I keep these checked out items?  

The loan period for Library items has been extended to four (4) weeks.

When can I start placing holds on new library material? The catalogue won’t let me place new holds right now... 

In order to allow our employees to safely work through the existing backlog of holds and process thousands of returns, new library material cannot be reserved at this time. Starting June 29, customers will be able to reserve new Library items, with a temporary limit of 20 holds per customer.

If I have accessibility concerns, what accommodations can I expect? 

When you schedule your holds pickup appointment, you will be able to identify any accommodations you may require. Employees will review those concerns and work to address them (e.g. provide alternatives to not waiting in an extended line).

Comments

Since there is no going in to branches and grabbing an express read, will those copies be added to the queue of reserves?

Thank you for your question. Yes, express books will be included with the regular collection to fill holds.

Je clique sur le lien reçu par courriel et je ne trouve pas comment prendre un rendez-vous. Merci de clarifier la procédure.

Bonjour,
Essayez d'ouvrir une session de votre compte BPO (en haut à droite de la page) et puis cliquez sur le lien reçu par courriel. L'option de prendre rendez-vous devrait maintenant apparaître sur le côté droit. Si vous avez encore de la difficulté, vous pouvez aussi contacter InfoService au 613-580-2940.
Merci.

I received an email that two of my holds are available but I cannot make an appointment. Why?

Hello,
Please make sure you are logged in to your OPL account and then try the booking link from your email again. There should then be an option to book an appointment on the right side of the page (or at the bottom if you are on the mobile website).
We have removed your phone number from your comment as this is a public forum and can be seen by everyone reading the blog post. If you would like some help booking your appointment, you can contact InfoService at 613-580-2940.
Thank you.

Hi I just thought I would add my opinion on the pickup service. I don't see why this couldn't be accomplished at the ind library level. Why couldn't we do appt times in our section of the City i.e. Stittsville or Richmond on specific dates/times rather than the drive into Beaverbrook. In some cases people don't have vehicles and they walk to the facility .. This would be faster and more convenient for everyone.. you could just keep 2 on staff at the library to do the sortation and handing out of the books.

i received notice that a second set of holds is available. can i combine two sets of holds into one appointment, or should i book a separate appointment the following week for the second set of holds

Hello,
You do not need to book a separate appointment as long as all of your holds have the same pickup branch. Any holds that are available for you when you go to your appointment will be checked out and waiting for you.
Thank you.

I received an email that a hold is ready, but I can't make an appointment to pick it up.

Hello,
Please try logging in to your OPL account before clicking on the link in your email notification. You should then have an option to book an appointment. If you are on the mobile site, the booking link may appear at the bottom of the page.
Thank you.

All of my holds are paused. Can I undo this or do you have to?

Hello,
You can unpause your holds by clicking "resume hold." If you are on the mobile site, you can click the "+" beside the item and choose "activate."
Thank you.

All the books my kids are interested have a status that says: "available but not holdable". What does this mean? How can I borrow these books?

Hello,
Pickup appointments are only for existing holds at this time. There is a backlog of existing holds, so new holds cannot be placed for now. Once new holds can be placed, we will let everyone know, and the status of these books will change so that you can place holds on them.
Thank you.

I have a book "ready for pickup" at the St. Laurent branch. I would like to pick it up at Nepean Centrepoint. So far I haven't yet received an email from OPL for an appointment. What do I do now?

Hello. St-Laurent branch remains closed for now, so holds that are currently "ready for pickup" at St. Laurent will not be available until the branch reopens (date unknown at this time). If you have other holds that are not yet ready for pickup, you can change their pickup location to Nepean Centrepointe. If you would like assistance managing your holds, please contact InfoService at 613-580-2940. Thank you for your understanding.

All the books I have been looking for are not holdable. Do you know why? Thank you. Danise

Hello Danise,
No new holds can be placed at this time, as employees are working through the backlog of existing holds. We will make sure to let people know when they can place new holds! When that happens, the books you're looking for should have a "place hold" option.
Thank you.

Sir / Madam,

How long will the OPL keep items (audiobooks (CD), books, and DVDs, etc.) in a locked out state?

Many of the items that I would like, state: “Available, but not Holdable”.
(That means that there are no (prior) requests on the item and it is “good to go”.)

Except that, the system will not allow “requests (or holds)” to be placed on the item.
So, what is the actual time-frame for when this “frozen or locked out” state will end?

As the OPL continues to be (physically) closed – to residents and visitors - and -
with the ability to make requests (or place holds) in a “frozen or locked” out state.

How does one request (or place a hold) on an EXPRESS item or items,
which one would “normally” pick-up at anyone of the 33 Branches or 24 Bookmobile stops?

Thank-You,

Hello,

Employees are currently working through a large backlog of existing holds, and because of this, new holds cannot be placed for the moment. This is why you are seeing the "available but not holdable" status. Once new holds can be placed, we will let everyone know, and the status of items will change so that you can place holds on them.

Express items are being used to fill existing holds to get through the wait lists more quickly. Otherwise, Express items are not available for request or pickup right now.

Thank you.

I cannot find the button to "resume hold"

Hello,
If you are on a computer, there should be a "resume hold" button to the right of any paused holds. If you are using the library app, there should be a "+" beside your items. When you click on that, you will have an option to "activate" your hold. If you would like some assistance, you can contact InfoService at 613-580-2940.
Thank you.

I cannot make an appointment to get item on hold, I logged into my account before clicking on link, it said access denied....I think therevisca glitch issue here, as I see others having same issue, please help, Thankyou .

Hello,

There may have been a glitch, but the link should be working now. If you are still having trouble booking an appointment, please contact InfoService at 613-580-2940 for assistance.

Thank you.

How do I book an appointment? Is it by library phone number? Email? Both? Or they will automatically book a day via email and let customers choose the hours available to pick up available items? And why does the system keep pausing my items after I resume them? Customers should log on to their accounts regularly to see if it's happening to them too.

How do I book an appointment? Is it by library phone number? Email? Both? Or they will automatically book a day via email and let customers choose the hours available to pick up available items? And why does the system keep pausing my items after I resume them? Customers should log on to their accounts regularly to see if it's happening to them too.

How do I book an appointment? Is it by library phone number? Email? Both? Or they will automatically book a day via email and let customers choose the hours available to pick up available items? And why does the system keep pausing my items after I resume them? Customers should log on to their accounts regularly to see if it's happening to them too.

Hello,
When you have holds ready to be picked up, you will receive an email or phone call with details on how to book an appointment. If you already have available holds and have not received an email or phone call, please contact Infoservice at 613-580-2940 to book an appointment. You will be able to select a date and time slot when booking.

If the pickup location of your holds is not one of the six branches offering curbside service (Main, Beaverbrook, Cumberland, Nepean Centrepointe, Greenboro, or Ruth E. Dickinson), your holds are being paused until your branch opens. If you would like to activate your holds now, you can change the pickup location to one of the six branches above and unpause your holds. Otherwise, you will keep your place in line and when you branch opens, you can unpause your holds then.

Thank you.

Can i make a appointment

Hello,
If you have holds ready for pickup, you should receive an email or phone call with details on how to book an appointment. If you have available holds at one of the six branches offering curbside service (Main, Beaverbrook, Cumberland, Nepean Centrepointe, Greenboro, or Ruth E. Dickinson), but have not received any notification, you can contact InfoService at 613-580-2940 to book an appointment.
Thank you.

Why are all the books that I want to put on hold and pickup are "Available but not Holdable"?

Hello,
New holds cannot be placed at this time, as employees are working through the backlog of existing holds. This is why you are seeing the "Available but not Holdable" status. We will be sure to announce when new holds can be placed.
Thank you.

I see under my profile I have a book ready for pickup but have not received an e-mail or phone call about booking an appointment. How long should I wait for notification before calling info service?

Hello,
If you have a book ready for pickup at one of the six branches offering curbside service, you should receive an email or phone call the day after it shows available in your online account. There is a slight delay in the email/phone notification to allow employees time to process the hold. If you notice that your book has been ready for pickup for a few days, please contact InfoService at 613-580-2940. Thank you.

in spite of my using "resume holds" all my books seem to be constantly placed back on "paused " Any idea why ?

with thanks, RFE

Hello,
If the pickup location for your holds is not one of the 6 branches currently offering curbside (Main, Beaverbrook, Cumberland, Nepean Centrepointe, Ruth E. Dickinson, or Greenboro), your holds will continue to be paused until your branch reopens. If you would like to pick up your holds at one of the 6 branches above, you can change the pickup location and then resume your holds. They should then stay unpaused.
Thank you.

I have 9 books in transit, a few for 2 weeks. Nothing seems to come in. How long does it take to get some?