FAQs for Curbside Service

FAQs for Holds & Returns

Library Access & Curbside Holds Pickup

Available Monday - Saturday

 

Find Your Library's Schedule:

Library Hours and Times
Cupertino, Gilroy, Los Altos, Milpitas, Morgan Hill, & Saratoga Mon-Sat 1-6pm library access, 3-5pm curbside.
Campbell Mon-Sat 1-6pm walk up, 3-5pm curbside.

(Walk-up and curbside holds pickup options. No library access.)

Woodland Services are not available at Woodland Branch. Learn More.


Appointment Help

How can I get help to make a Curbside Service appointment?

  • If you need assistance or would like to schedule a Curbside appointment by phone, please call our Ask-a-Librarian line at (408) 540-3947 (phone call hours: Monday through Saturday from 10am-6pm). To make an appointment online, visit sccld.org/curbside.
  • Please note, no appointment is needed for the Walkup or Expanded Building Access; however, you must first receive confirmation that your holds are available.

Picking Up Holds

How do I pick up my hold?

It’s easy! Once you receive confirmation that your holds are available, visit the library during open hours, or make a curbside holds pickup appointment for the library that has your holds by visiting sccld.org/curbside or calling (408) 540-3947 for assistance (phone call hours: Monday through Saturday from 10am-6pm). When you arrive at the library for your Curbside Holds Pickup appointment, be sure to follow the instructional signage.

Ok, I’m at the library sitting in my car. Now what?

Call the number listed on the Curbside Holds Pickup sign to let staff know you are outside. Be prepared to provide your name, appointment time, make/model/color of your car, and the numbered spot you are parked in. A staff member will bring the borrowed items to your car.

What if I am using public transportation, biking, or walking to the library?

For patrons using public transportation, biking, or walking to the library, visit us during open hours to come inside of the library. Patrons are required to practice social distancing, maintaining a 6-foot space between themselves and others, as well as wearing a face covering if entering the building.

How do I check out items? Do I need my library card with me?

If you made an appointment, we will have your name and account information already in our system when you make an appointment. Staff will check out the items for you before bringing them to you. If you are entering the building, you will need to have your library card with you or know your library card number and PIN to use the self-check machines.

Can I also return items at the same time?

There are book drops at each library (except Woodland) where patrons may return materials during all hours, seven days a week (24/7). You do not need an appointment to return items.

How many items am I allowed to check out?

Patrons with full-use cards may place holds on up to 12 items and/or check out up to 100 items per account. Patrons with limited cards may place holds and check out up to 3 items per account. eCards are only used for the online library and cannot be used to check out physical materials from the library. For our OverDrive collections, all library cards may check out up to 10 eBooks at a time.

How long am I able to keep the checked out materials?

Patrons can keep items for the allowed borrowing period which can vary from one to three weeks, depending on the item. Items may be renewed up to five times if the number of available copies exceeds the number of holds requested.

What if I missed my deadline to pick up materials? Then what do I do?

If you missed your appointment, please call (408) 540-3947 right away to find out if your holds are still available. If so, you can book another appointment to pick them up.  This phone number is staffed Monday through Saturday from 10am-6pm


Putting Items on Hold

How do I put an item on hold online?

Visit our website, sccld.org. In the upper right hand corner, click on the LOG IN/MY SCCLD button and log in with your account number/username and pin number. Next, using the search bar, you can search for an item by title, author name or keywords. Once you have found what you’ve wanted, click on HOLD. Then select which library you would like to pick the item up from. We will email you when your hold item is ready for pickup.  For more information about using our online catalog to locate items and place holds, visit the Catalog User Guide or call our Ask-a-Librarian line at (408) 540-3947 (phone call hours: Monday through Saturday from 10am-6pm).

How long can you hold materials?

Items will be held for 10 days before it goes to the next person in the queue.

How many items can I put on hold at one time?

Patrons with full-use cards may put up to 12 items on hold per account. Patrons with limited cards may place up to 3 holds per account. eCards are only used for the online library and cannot check out or place holds on physical materials from the library. To convert an eCard to a physical card, please contact our Accounts staff.

How long will it take to get my new holds?

It depends on whether the items are on our shelves or with another patron. Holds that are not currently on the shelf and/or new holds could take longer.

How do I place holds on items from the library with my eCard?

If you are placing holds on digital copies such as eBooks, audiobooks, and streaming video and music, you enter your library eCard number the same way you would with a physical limited or full-use card. If you are trying to place holds on physical items from the library, the eCard is only good for borrowing items from the online library. You will need to convert your eCard to a physical card by contacting our Account Questions team at (408) 540-3945 (phone call hours: Monday through Saturday from 10am-6pm). They are also available by email and chat.

Can I put an item on hold at the library?

Yes


Library/Account Questions

I only have an eCard. Can I check out books and movies from the library?

eCards are only used for the online library and cannot be used to check out physical materials from the library. To convert an eCard to a physical card, please contact our Accounts staff.

How do I get a library account?

If you do not have a library account with us and live within Santa Clara County, you can apply for an eCard from the website.  If approved, the eCard gives you instant access to the entire online library. If you want to place holds on physical items from the library, you will need a limited or full-use physical card. To convert an eCard to a physical card or if you have questions about getting a card, please call our Account Questions line at (408) 540-3945 (phone call hours: Monday through Saturday from 10am-6pm).


Returning Materials

How do I return my materials?

There are book drops at each library (except Woodland) where patrons may return materials during all hours, seven days a week (24/7). You do not need an appointment to return items.

Am I going to incur fines for returning my items late?

No, there are no late fines being incurred for items returned.  However, other patrons may be waiting for items checked out to you, and so we encourage the return of materials when you are able to do so.  Items overdue more than 4 weeks will be considered lost and replacement fees will be assessed.  Returning lost items in a timely manner may clear charges.

I returned my items but my account shows I still have them?

All items coming back to the library may experience a slight delay before they are processed back into the system. Please allow several days for the returns to complete processing and be removed from your account.


Donations

Is the library currently accepting book donations?

Some libraries are accepting book donations. Please call (408) 540-3947 to find the latest information on which locations are accepting donations.


Keeping Staff and Patrons Safe and Healthy

What is SCCLD doing to keep patrons and staff healthy?

Curbside services are contactless. Also, staff are provided with PPEs (personal protective equipment) and we are following guidelines from the County Health Department regarding social distancing.

All of our programs and events are held virtually. We ask that patrons continue following social distancing guidelines.  For more information, please visit: sccld.org/informed

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