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FAQ for DocDel and ILL

Document Delivery / Interlibrary Loan Frequently-Asked Questions

Books, journal articles and selected other resources not owned by Carpenter Library may be borrowed from other libraries through interlibrary loan.  Please check our online catalog, Voyager, and the electronic journals pages at Carpenter Library and Z. Smith Reynolds Library to see if the materials you need may be available in our collections.  

Who is eligible for interlibrary loan services through Carpenter Library?

All faculty, students and staff of Wake Forest University Health Sciences and Wake Forest Baptist Medical Center are eligible to submit interlibrary loan and document delivery requests.  Community patrons may also request copies of articles in our collection through Loansome Doc and ILLiad. Students at area colleges, including WFU (main campus), Forsyth Tech, and WSSU are encouraged to submit requests through the interlibrary loan offices in their respective school libraries.

How long does it take to get copies or loans?

Requests for articles from our collection submitted before 3 pm are generally supplied on the same day. Requests received after that time will be filled later that day or early the next morning.

Interlibrary loan turn-around time varies, depending on the availability of the material requested and the practices of participating libraries.  However, the normal turn-around time for articles is 2 days or less.  Loans are generally received within one week after request.

Are there any materials that may not be readily available on interlibrary loan?

Loans of in-demand textbooks, journal volumes, very recently published materials, audio-visual resources, software, reference books, dissertations, and rare books are unlikely to be available through interlibrary loan. 

Is there a fee for Interlibrary Loan and Document Delivery services?


Carpenter Library subsidizes a portion of the costs of interlibrary loan services for Medical Center patrons, but we must pass on part of the fees to our users.  The standard interlibrary charge for affiliated users is $10.00 ($25.00 for unaffiliated patrons) except for WFSM students (medical, graduate, PA and CRNA students), who receive interlibrary loans at no charge.  Articles from print journals in our collection are supplied at no charge to affiliated patrons.  Document delivery services are also available to community members and corporate clients at a different fee schedule via Loansome Doc.

How do I request interlibrary loans or document delivery services?

WFBMC requests are submitted through ILLiad , our electronic document delivery system.  If you haven’t previously set up an ILLiad account, please click on First-Time Users and fill out the registration form to begin using our services. 

How will requested materials be delivered?  

  • Books – Books will be available for pick-up at the Library Circulation desk (336-716-4414). You will be notified when the book arrives, and we will send out reminders if you forget to pick up your book. Books that have not been checked out by the due date will be returned to the lending library (charges still apply).
  • Articles - Articles will be sent via electronic delivery to anyone who presents a valid Medical Center departmental account or a credit card number (MasterCard or Visa). To view your article, log on to ILLiad and click on “View / Electronically Received Articles.”  You can then see a list of all articles waiting to be viewed.  Articles will be available for viewing for 30 days from the date of notification; be sure to save your articles to your computer or print a copy if you will need access to them beyond this time.  If you inadvertently delete an article from your Electronically Received Articles file within the 30-day period, the Document Delivery staff can restore it for you. 

Requests without an account number will be held for pick-up and payment at the Circulation desk.

What should I do if a page is missing or illegible?

If any part of your document is missing or hard to read, please contact the ILL office immediately at 336-716-4378 or so we can request a better copy.  After several weeks have passed, most libraries insist that defective articles be re-ordered, incurring a second charge.

Articles sometimes include pages that are scanned upside down.  If you are using Adobe Acrobat 4.05 or higher, you can rotate pages on the screen using toolbar buttons.  Otherwise, it is possible to print the article out and arrange the pages conventionally.

May I renew a book borrowed on interlibrary loan?

Loan periods, renewal policies and restrictions on use are set by the lending library.  If your book is not yet due and the attached book band does not specify "No Renewals", you may request a renewal through ILLiad, by phone (336-716-4378), or by email at To submit the request online, sign into your ILLiad account, scroll down to View/Renew Checked Out Items, and click on the Renew Item button. ILLiad will display a tentative new due date until the lending library responds to the request. If the lender fails to approve the request for an extension, the original due date will stand. Lending libraries may decline to grant extensions for very recent publications or materials that are in high demand.

We ask that renewal requests be made at least 1-3 days before the book is due.  Renewals are generally not granted for overdue materials.

What happens if borrowed materials are lost or damaged?

You are responsible for returning materials promptly and in good condition.  Any costs arising from repair or replacement of interlibrary loan materials will be your responsibility.  Please let us know as soon as possible if a book in your possession has been lost or damaged so we can remain in good standing with our lending partners. You may contact us by phone at 336-716-4378 or at

What if my book is overdue?

ILLiad will send out an overdue notice to the email address listed in your account, and subsequent notices will be sent out as necessary. Overdue fines will accrue at a rate of $1.00 per day past the due date.  Patrons with very overdue items will be sent a bill for replacement, plus a $25.00 processing fee.  Failure to return materials will result in a block of all ILL and Document Delivery services.

How can I charge my interlibrary loan or document delivery request to a departmental account or a credit card?

You have an opportunity to enter departmental account numbers when you first register on ILLiad. If you need to edit this information subsequently, sign on to your ILLiad account and click on Change Accounts. Enter a new account number and, if desired, a description of the account for future reference. To complete the addition of the account, click on add account.  If you wish to delete an existing account, click on DELETE. ILLiad request forms have a drop-down box with account numbers you have supplied to us, and if you have multiple accounts, we ask that you select the appropriate one from the drop-down box each time you submit a request so that the correct account can be billed.

If you wish to use a personal credit card to pay for a transaction, you may enter the account number in the notes field of your request or ask that we call for the information when your document arrives (you can indicate your preference in the notes field of your request).  As a security measure, we do not keep credit card information on file, so you will need to furnish your number each time you make a request.

If you have questions that are not answered here, please ASK! or 336-716-4378.

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