Answers to Frequently Asked Questions about Document Delivery

What is Document Delivery?

Document Delivery is the electronic system you use to request an item through Interlibrary Loan.

How is Document Delivery better than traditional ILL systems?

  1. You will find it easier to submit your interlibrary loan requests. With Document Delivery, you enter your name, address, and other personal information into the system only once, at the time of your first request.
  2. Your request will be handled more rapidly and accurately as problems relating to misinterpretation of hand-written requests are eliminated.
  3. You can get many of your photocopies more quickly through Electronic Delivery.
  4. You can get information about the status of your request through the Web at any time from any location without having to call the ILL Department.
  5. Library personnel are able to serve you better because all data about your request and its handling is stored in a searchable database. We are able to respond quickly to your inquiries about your request. We are also able to gather statistical information about the performance of the libraries that lend to us, enabling us to make better decisions when choosing a lender to supply an item.

Are there any disadvantages to the electronic system?

Some people might find it troublesome to have to log into Document Delivery using a username and password. We believe this is less trouble than traditional paper and electronic systems which require you to enter your personal information with each new request.

Is there a cost associated with using Document Delivery?

While there is no cost to the users of the Document Delivery service, there are costs that the library absorbs to run the Document Delivery service.

Are there any copyright restrictions on how I use the materials I receive through Document Delivery?

By using this service you are agreeing to uphold the copyright restrictions that are applicable to all library materials, whether paper or digital. If you make printed copies of these scanned documents, it remains your responsibility to abide by these restrictions. No further reproduction and distribution of copies that you receive through Document Delivery is permitted.

How long does it take for a request to arrive?

Most articles arrive within 24 hours of being processed, Monday through Friday, excluding holidays. Some more obscure journals may take us a week or two to obtain. Books usually take 1 to 3 weeks to arrive depending on the location of the item. If the item was requested from out of the country it may take longer.

Why do I need a username and password to use Document Delivery?

Your username and password allows us to give you secure access to information about your interlibrary loan requests. We can also enable you to edit your personal information such as your address or phone number.

Your username can be anything you like, such as your name, abbreviations, or an alphanumeric code. Your password also can be anything you like. We recommend that you follow good security practice and choose a password that is different from those you use to access other systems. However, no one but you will know your password, not even the library staff. The password you set is stored in an encrypted file.

What if I forget my password?

In the event that you forget your password, please contact Document Delivery at (909) 869-3111, M-F, 8-5. We can then reset your password to a default password allowing you access to Document Delivery. Once logged into Document Delivery, in the main menu, you can click on the link that allows you to change the default password to your own password.

Why are the loan periods on the physical items (e.g. books and media) so brief? I would like to keep them longer!

The loan periods for materials borrowed through Document Delivery are set by the library loaning the item, and vary from library to library.

I don't understand the status messages on my outstanding requests.

Document Delivery uses various statuses to track requests and control workflow. Please note that these statuses reflect the actions of the requesting customer as well as those of the Document Delivery staff.

Status Message: Explanation:
Awaiting Conditional Processing A lending library has "conditionalized" our request for this item, and they have sent us a message asking us to clarify our borrowing request for the item, or they have asked us whether we are willing to comply with special conditions (high cost, restricted use, etc.) before they will lend the item.
Awaiting Copyright Clearance This article request must be reviewed to determine if any copyright fees need to be paid. These fees, if required, are paid by the library, not the requesting customer.
Awaiting Customer Contact This requested item has arrived and has been processed by the Document Delivery staff, but we have not yet informed the customer that the item has arrived.
Awaiting Post Receipt Processing This requested item has been received in Document Delivery, but has not yet been processed for delivery to the customer.
Awaiting Request Processing This requested item has been submitted by the customer and has gone through the copyright clearance process, if necessary. It is now ready to be searched and requested from potential lenders.
Awaiting Return Label Printing This item has been returned to the Document Delivery office by the customer. It is currently awaiting return processing so that it can be returned to the lending library.
Awaiting Unfilled Processing The request for this item was not filled by any of the possible lending libraries that we have tried so far. We will try to identify additional libraries that claim to own the item and send the request to these additional libraries.
Cancelled By Customer The customer has cancelled this request and no longer requires the requested item.
Cancelled By Document Delivery Staff This request has been cancelled by the Document Delivery staff. You can learn the reason for the cancellation by logging on to your Document Delivery account and clicking the "View/Resubmit Cancelled Requests" button and looking at the detailed information for the cancelled item. Note: If one of your requests is cancelled by the Document Delivery staff, Document Delivery will immediately send you an email message explaining why the item was cancelled.
Checked Out to Customer The requested item has been checked out by the customer.
Customer Notified via Email The requested item has arrived, has been processed by the Document Delivery staff, and the customer has been notified of its availability via Document Delivery's automated email.
Delivered to Web The requested item has arrived, has been processed by the Document Delivery staff, and has been posted to the requesting customer's personal Document Delivery page, where it may be viewed and/or downloaded.
Item Checked In The item borrowed from another library has been returned to the ILS office by the customer and the item has been checked in. It is now ready for return processing.
Item Returned The item has been returned to the lender.
Long Overdue This borrowed item has not been returned by the borrower. A problem concerning the return is being resolved. This status prevents Document Delivery from sending additional overdue notices and blocking the customer's Document Delivery account.
Request Finished The entire request process has been completed successfully. Requests with this status are archived under the "View Completed Requests" button.
Request In Processing This request is being processed at this moment.
Request Sent This request has been sent to possible lending libraries and we are waiting for the item to be shipped by a lender.
Submitted by Customer This request has been submitted by the customer and is awaiting processing by the Document Delivery staff.

Why was my request cancelled?

Cancellation Message: Explanation:
Sorry we cannot supply your request due to a copyright restriction We could not process your request because the publisher did not give permission for photocopying. It exceeds copy limit.
Unable to verify your request as cited There is a problem with the citation you provided (volume/title donít correlate, the title doesnít exist, etc.)
Unable to obtain Dissertation/Thesis Usually the only copy of any particular dissertation or thesis is located at the school where the author wrote the work. Many schools will not lend dissertations and some will not lend theses.
Not on Shelf The requested item is not on the shelf at the only available lending institution.  It is possible that the item is lost, but you may wish to resubmit your request at a later time in the event that the lending institution is able to locate the item.
This is a duplicate request Very rapid multiple clicking of the Document Delivery submit button may cause your request to be submitted more than once. Please remember that the buttons and links on Web pages should be clicked only once to perform an action.
Too new for an interlibrary loan Most libraries will not lend recently published books. Items published very recently may not yet be available in a library willing to lend the item. Journal articles may not yet be available in libraries when articles are referenced or indexed before the journal issue is actually mailed to libraries.
We could not fill your request by your deadline You specified a date after which you could not use the requested item. We are unable to obtain the item within your time limit.
Dissertation / Dissertation Abstracts The request was submitted on a journal article request form. The item requested is not an article, but a book-length master's thesis or doctoral dissertation prepared at another university. Many database vendors index dissertations and those citations often very similar to journal article citations. A note your email notification of cancellation will ask you to re-submit using the thesis/dissertation form if you actually intended to request the entire dissertation.
This item is non-circulating The library that owns this item will not lend it. If you only need copies of a few pages from the item, you should resubmit your request as a photocopy request for those few pages.
We have exhausted all possible sources Although some libraries report owning the requested item, none of these libraries could or would supply the item.
Not owned by any library We cannot find any library that reports owning the requested item.
Other A variety of miscellaneous reasons fall into this category. Additional explanation specific to the request will be included in the e-mail from Document Delivery.

Where do I pick up my requested material?

Articles are automatically emailed to your Document Delivery Account unless the file is too large then it will be sent to your home address. Books must be picked up at the Circulation desk located on the 2nd floor of the library. Document Delivery will never send loans directly to patron through mail.

What if I have an overdue item?

Frequent overdue items could jeopardize our borrowing privileges with lending libraries. When an item becomes overdue the patron's library access will be blocked.

What Web browser should I use?

You need a Web browser that can handle forms, tables, and preferrably Cascading Style Sheets (CSS). We recommend the current versions of either Microsoft Internet Explorer or Mozilla Firefox.

Is security a problem if I use a public workstation?

Yes. Web browsers cache information and create a history file on the local workstation. This allows a subsequent user of the workstation to access the system under your name using the browser's Back button to recall a page from the cache, or by finding a page with your personal information in the browser's history file. If you are concerned about the security of your interlibrary loan requests, you can take the following steps:

  • Access Document Delivery only from your personal computer or an otherwise secure workstation.
  • Access Document Delivery from a public workstation in the Interlibrary Loan office in the library. These computers are supervised by the library staff.
  • When using a public access workstation:
    1. Delete from the history file those pages that contain your personal information.
    2. Exit from the Web browser before you leave the workstation. This prevents the Back button from accessing the pages you were using.

Why don't I see all my older requests when I look at my request history?

From time to time we purge older records from Document Delivery. Our policy is to keep requests online for several years order to comply with record keeping requirements of the copyright law.

What is electronic delivery?

Many libraries ship photocopies of articles to us in electronic format. In the past we printed these articles before delivering them to you. Now, through Document Delivery, we are able to offer you the option of electronic delivery of these articles in PDF format (Adobe's Portable Document Format). You can read more about electronic delivery on the Electronic Delivery Information page.

Missing or unreadable pages

Occasionally our document suppliers send a file with missing pages or pages that are unreadable. Because of the volume of documents we receive here at the University Library, we cannot review every document so sometimes we unknowingly deliver these incomplete documents for you to pick up. Please email as soon as possible at Someone will contact you Monday–Friday during the hours of 8:00 a.m–5:00 p.m.

Who do I contact if I have problems with or questions about Document Delivery?

For Document Delivery questions or system problems, call (909) 869-3111, Monday–Friday during the hours of 8:00 a.m–5:00 p.m., or e-mail us at

Why does my browser say that you're sending a cookie? What's in it?

The technology that we use sends a Session ID to be stored on your machine. You can refuse this cookie and still be able to use Document Delivery without any problems.