How do I renew my items?
How do I return my items when the library is closed?
Can I request something that's been checked out to someone else?
How do I get something from another CKPL branch?
Will you let me know when my hold arrives?
I'm going on vacation, can I pause my holds until I get back?
Where is my hold?
Why is an item that I returned still on my account?
What if I forget my PIN?
Can I request a book or movie that CKPL doesn't have in the collection?

How do I renew my items?

CKPL has made it easier than ever to renew your library materials!  

Items eligible for renewal can be renewed:

  • In person at any CKPL branch, with or without the items
  • By phone during open hours
  • By calling our automated renewal line anytime at 519.355.1070
  • Online at search.ckpl.ca

To renew online:

  1. Login in using your library card number and PINScreenshot of search.ckpl.ca page with login button highlighted
  2. Once logged in, click on your name and select the items you wish to renew under checkouts
  3. Click renew marked, click yes to confirmscreenshot of library account page with renewal steps highlighted

  4. Items that were renewed will display new due dates under status, items that cannot be renewed will be reflected under status 

Most items can be renewed two times. If you cannot renew your item, it could be for one of the following reasons:

  • Another patron has requested the item
  • The item has already been renewed 2 times
  • The item is an Express Read/View that does not allow renewals
  • Your library card has expired
  • Your library card has been blocked due to fines

How do I return my items when the library is closed?

For your convenience, items can be returned at any time in the book drops located outside of every CKPL branch.   

Can I request something that's checked out to someone else?

Yes! Most of CKPL's items can be placed on hold which puts your name on a waiting list to get the item when it's returned. The item will be delivered to the branch of your choice and you will be notified by our automated phone system or by email when your item arrives. You will then have 7 business days to pick up your item.
 

Holds can be placed:

To place a hold online:

  1. Search for your item at search.ckpl.ca
  2. Click the "Request It" buttonScreenshot of search page with Request It button outlined
  3. Log in using your library card number and PIN
  4. Choose your pick up location
  5. Click submit

How do I get something from another CKPL branch?

You can place a hold on almost any item in CKPL's collection and have it delivered to the branch of your choice. You will be notified by our automated phone system or by email when your item arrives. You will then have 7 business days to pick up your item. 

Holds can be placed:

To place a hold online:

  1. Search for your item at search.ckpl.ca
  2. Click the "Request It" buttonScreenshot of search page with Request It button outlined
  3. Log in using your library card number and PIN
  4. Choose your pick up location
  5. Click submit

Will you let me know when my hold arrives?

Yes! CKPL sends notifications by phone, email or text to let you know your item is ready to be picked up. Not receiving your notices? Check with staff at your local branch to ensure we have your current information on file.  

I'm going on vacation, can I pause my holds until I get back?

Yes! You can "freeze" your holds while you're away and remain in the same spot in the queue. When you return, you must unfreeze your holds to keep moving up the list.    

Please note that freezing holds will not work if your hold is in transit, ready for pickup or if you're number one on the list.

Don't forget to unfreeze your holds or cancel them if you no longer want them. Holds that are frozen for too long (if they've been on your account for 1 year) will expire and be removed from your account. 

To freeze your holds:

  1. Log in to your account at search.ckpl.ca using your library card number and PIN.
  2. Click on your name to view your account
  3. Click on Holds on the left side of your screen
  4. Items that are eligible to be frozen will appear with a Freeze checkbox on the right side of your screen screenshot of holds screen in library account with freeze checkbox highlighted
  5. Click the boxes to select the items you wish to freeze and click update listscreenshot of holds screen in library account with update list button highlighted
  6. A summary of the items to be frozen will appear. Click yes to proceed with freezing the selected items. screenshot of holds update confirmation screen 

To unfreeze your holds:

  1. Click to remove the checkmark in the freeze box to the right of your item
  2. Click update listscreenshot of holds screen in library account with update list button highlighted
  3. Click yes to unfreeze screenshot of holds update confirmation screen 

Where is my hold?

Your item is ready to be picked up when its status changes to "Ready for Pickup" in your online account. CKPL will also attempt to contact you through our automated phone system or by email or text message depending on your notification preference. If you're not receiving your notices, please check with staff to make sure your contact information is correct.

If you have been number one on the list for your hold for more than 6 weeks, there could be a few reasons why you have not received your item.

Possible reasons include:

  • It's still on order – the library often orders items a few months in advance of the release date. Once an item is released, we have to wait for our vendor to ship it and then it needs to be processed. Library staff work hard to ensure that items are put into circulation quickly but the process does take time.
  • The item is missing or was not returned – it's possible that the item you requested has gone missing or it was borrowed by another patron and not returned. CKPL staff will make all efforts to fulfil your request as soon as possible but it may take longer than expected. You will be advised if CKPL cannot fulfil your request.  
  • Your hold is frozen – please check to make sure your hold wasn't frozen. If your hold is frozen you will see a checkmark next to your item in the Freeze column. You will have to unfreeze your item for it to be sent to you.screenshot of holds screen in library account. Freeze checkbox is marked indicating hold is frozen.  

To unfreeze your holds:

  1. Click to remove the checkmark in the freeze box to the right of your item
  2. Click update listscreenshot of holds screen in library account with update list button highlighted
  3. Click yes to unfreeze  screenshot of holds update confirmation screen

Why is an item that I returned still on my account?

CKPL staff check in items throughout the day during library open hours, depending on the volume of items returned, there may be a slight delay before your item is checked in. The library receives a higher than average volume of returns around holidays which may also cause a delay in checking in your item. 

If an item remains on your account 2 business days after it is returned, please contact the branch to which you returned your item.                     

What if I forget my PIN?

Your PIN is set to the last four digits of the telephone number you provide at registration. If you need to reset your PIN, visit search.ckpl.ca and click log in. Under the log in page, click "Forgot your PIN?" An email will be sent to the email address CKPL has on file with a link to reset your PIN. If you did not add an email to your library account, you will need to visit a CKPL branch to have your PIN reset.   

Can I request a book or movie that CKPL doesn't have in the collection?

Yes, CKPL patrons can request items to be considered for purchase using our online form. The form can be found by visiting search.ckpl.ca and clicking "Suggestion" at the top of the page. If we cannot purchase the item you requested, we may try to borrow it from another library system through interlibrary loan (ILLO). 

To make a purchase suggestion, you must have an up-to-date CKPL card and you must not have fines exceeding $10. To help manage the volume of requests, please do not request current titles from bestselling or popular authors or newly released popular movies as the library will be buying these items. Please do not request books that have not been published or movies that are still in theatres. Ask CKPL staff how you can stay up-to-date on new releases as they are ordered.