Empire Library Delivery

Report an issue or Library closure using this FORM.

Please use this form to report resources that have gone missing through the Empire Library Delivery system. Please wait approximately 10 business days after the resources were expected to arrive before submitting a report. REPORT MISSING RESOURCES

View the full missing resources list HERE

The ESLN contract with Custom Courier Solutions stipulates that ESLN will be credited for missed stops. Participating libraries will be credited for missed stops when they are invoiced for the next fiscal year. For example, a library’s 2022-2023 invoice, generated on or about July 1, 2023, would reflect a credit for all reported missed stops in the 2021-22 year.

The ELD policy for lost and damaged items and claim form were revised in July 2022. For the full policy see the policies and procedures manual. The Empire State Library Network (ESLN), which maintains the Empire Library Delivery (ELD) service, accepts no liability for loss of materials shipped through ELD, with the exception of those shipping using the tracking system of damage items, as outlined below.

Lost/Missing Item Definition:  An item is considered lost and eligible for reimbursement when 30 days have passed since the item was sent from the shipping location. Libraries may report items as a missing resource after 10 days.

Lost/Missing Item Policy:

Items tendered to CCS from a member library in transit to another member library not arriving in 30 days will be considered lost. Claims will be paid based on the library replacement cost of the lost items to a maximum of $500.00 per item. In the event that suitable documentation of an item’s library replacement cost or value is not provided, CCS responsibility will be $100.00 per item.

Lost/Missing Claims Procedure:

Before submitting your claim, check your shelves and contact the library the item was in transit to/from to have them also check their shelves. Please do not rely solely on status information obtained from your library catalog. 

Complete the Missing Resources form on the ELD website. Please wait approximately 10 business days after the materials were expected to arrive before submitting. Adding items to this form is important as it helps ELD track the number of items that have gone missing and see trends that might indicate there is a larger issue.

 If the item tendered to CCS is not located after 30 days, the claims process below shall be followed:

Complete the claim form located on the Empire Library Delivery website. The report must include the title of the missing item, the shipping and receiving libraries, the date shipped, and the value of the item.

Once the item is reported missing, the courier has a maximum of 60 days from the original pick-up date from the shipping library to locate and deliver the missing item/bag. If items are not located within 60 days, the claim will be closed out, and the payment will be made in 20 days.

Damaged Item Policy:

If an item has been damaged in transit, the supplying library is entitled to full replacement of the items at the expense of the current contracted service provider. 

Damaged Item Claims Procedure:

Upon receipt of the damaged items, take pictures of the item damage and bag the item came in. Also take pictures of the front cover and title page for verification purposes. A claim form with the the title, tracking number if available, shipping, and owning library must be submitted within 48 hours of receipt. The full policy can be found in the policies and procedures manual.

Items tendered to the courier from a member library in transit to another member library that arrive damaged will be eligible for reimbursement. Claim will be paid based on the provided library replacement cost of the item or items damaged to a maximum of $500.00 per item. If suitable documentation of an item’s library replacement cost or value is not provided, replacement cost will be $100.00 per item. A $10 processing claim will also be included.

To request more ELD bags, submit this FORM