Frequently asked questions

I am having problems signing in or I have forgotten my password

For login assistance please contact:

I'm entering the right username and password but I can't access Document Delivery

Having trouble accessing Document Delivery, using Internet Explorer?

  1. In Internet Explorer, click Tools (located near the top right side of the screen)
  2. Click Internet Options (at the bottom of the list)
  3. Click Security tab (2nd from left at the top of the window)
  4. Click Local Intranet (2nd from left in zones)
  5. Click Sites (on right)
  6. Click Advanced (bottom left)
  7. Under Add this website to the zone type
  8. Click Add (on right)

How will I be notified when my requests arrive?

An email alert will advise you. You can also login to Document Delivery to check the status of your requests.

How long will it take?

Documents are usually received in 2 - 4 days and loans are usually received in 1 - 2 weeks. Overseas loans take 2 - 4 weeks. Circumstances such as the item being on loan or missing from a library may necessitate our asking a number of libraries before we can obtain the item required. Enquire about the Rush Service for urgent requests.

How long can I borrow the item?

All loans are made at the discretion of the lending library which may choose not to lend or copy any item. Some libraries will lend material only on the condition that it is used in a library building.

The lending library assigns the loan period to books and microforms. Usually loan periods range between 2 and 4 weeks, make sure that items you have borrowed are returned by the due date. If you require more time to use an item a renewal must be requested before the item is due for return. Renewals, however, are not always permitted by the lending library. Items cannot be renewed if they are already overdue.

There is an error message when I open my document

PDF file Not available online. Please see a member of staff

Use the Online Help form to contact Document Delivery staff quoting ILL number.

Should I search for an item or create a request?

(Advanced Search vs Create a Request)

Requests submitted from Advanced Search enable the system to automatically process your request and locate the most efficient suppliers within minutes of you placing the request. If you have trouble finding the book or journal title in Advanced Search, please use Create Request.