FAQs

Library Cards

Download our full library circulation policies (PDF)
 

How do I get a card if I live in Chandler?
All applicants must be present to get a card. An applicant must show proof that he/she lives, works, or attends school in Chandler or resides in Maricopa County. Adults must provide picture identification that has his/her name and current local address. If the identification does not have the current address, another form showing the current local address may be used. Acceptable forms include valid Arizona State IDs, checks, voters registration cards, postmarked mail, hunting or fishing license or any other official document which includes the applicant’s name and current local address.

Young Adults (ages 13-17) can show the same ID as adults. Alternatively, young adults may present one of the following, provided name and address are included in the documentation: current school photo ID or current report or program card. If the young adult does not have acceptable identification he/she may obtain a card by having a parent or legal guardian complete the application and present the requested information above.

Children (ages 0-12) must have their application information provided by a parent or guardian who has appropriate identification.

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May I get a card if I don't live in Chandler?

Yes. Non Chandler Residents living within Maricopa County and all residents of the Gila River Indian Community who live in Pinal County may also obtain a library card, free of charge, following the same criteria as above.

Non Maricopa County residents who work or go to school in Chandler may also obtain a library card free of charge by showing the appropriate identification as listed above along with proof that they do work or go to school in Chandler. Appropriate proof includes
school or business ID, school schedule, or pay stub.

Non Maricopa County residents who do not work or go to school in Chandler may obtain a library card for the fee of $40.00 per year per card and the requested information as listed above.

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I've lost my card. 
Report your card missing as soon as possible. There is a $2.00 charge for library cards that are lost or damaged beyond use. There is no charge to replace a stolen card. Picture identification must be presented to replace a library card. Staff can look up a customer’s library card number twice with proper identification. After that, a replacement card will need to be purchased.

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I think my card expired.
Library cards for adult customers (Chandler residents) remain valid until there is a two year period of inactivity.
Library cards for young adult customers (Chandler residents) expire during the year the young adult turns 18 years of age or until there is a two-year period of inactivity.

Library cards for children (Chandler residents) expire the year the child turns 13 years of age or until there is a two-year period of inactivity.

Nonresident library cards must be renewed on an annual basis. 

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I want to request a book / place a hold.

How do I place a hold?

You can place a hold on any item that is checked out, using your library card number (no spaces) and 4-digit PIN in the library online catalog. You may have up to ten holds at any one time.

Find the book you want.
Click "Place Hold."
For "User ID", enter your library card number (no spaces). Enter your 4-digit PIN, and choose the branch where you wish to pick up the book. Leave the expiration date blank. Then click "Place Hold" button. Look for your confirmation that the hold was placed. 

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How do I place multiple holds?
You do not need to type in your account number and PIN more than once. Go to My Account. Enter User ID and 4-digit PIN in the boxes at the top of the first screen. Then you will not need to log in again during your session - it will remember who you are and only ask for a pick-up location. You may have up to ten holds at any one time.

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When do I pick up my hold?
If all copies are checked out, or if you’ve asked an item to be transferred between branches, you will be contacted when the hold is available for you at the phone number or email address that we have in our records. You will then have 5 days to pick up the material.

PLEASE NOTE: there is a charge if you do not pick up a hold. If you cannot pick up the material, you must cancel the hold within 5 days of being notified if you wish to avoid the fine.  Holds must be checked out on the library card the hold was placed on.


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Why didn't my request work?
There are several reasons why requests may not work.

If you receive the message "User not found" or "Please enter your correct PIN", then the numbers you are entering do not match our records. Make sure you are using a current library card number, and enter all 14 digits with NO spaces. If you need to reset your PIN number, please bring a photo ID to one of our libraries.

If you receive the message "Privilege has expired" or "User Blocked", your record needs to be updated or you have fines that must be paid. You will need to come in to the library to resolve these issues.

There is a limit of ten holds at any one time. "User has too many holds" is the message you will will receive if you try to place more than ten holds.

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How do I get a book from another library within the Chandler system (transferring items) or from another library system entirely (Interlibrary Loan)?
If the book or item you want is at one of the Chandler libraries, you can place a hold on it. See How do I place a hold?

If the item you want is not at any Chandler Library, we can request an Interlibrary Loan for you. We will locate libraries that own the item and ask if one of them can send it to your Chandler Library branch. Each Interlibrary Loan costs $6 (payable on checkout), and some materials may be an additional charge. The average wait time is 2-4 weeks. We reserve the right to purchase the book for the library instead of requesting it through Interlibrary Loan. You may have 6 active requests at one time, including items currently checked out. For additional information, please visit Interlibrary Loan or call 480-782-2800.

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What if I can't wait for an Interlibrary Loan?
Try WorldCat's free version to see if any libraries in the area have the item. To use other area libraries, you will have to get a card with them. Most public libraries will allow any Maricopa County resident to get a free card. University and college libraries are usually restricted to students, but may allow community users to get a card for a fee. See our Library Catalogs page for links to area libraries' websites.

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I want to renew my books (or other items).

How do I renew materials?
All materials except Popular Picks (1-week bestsellers) can be renewed twice, unless another user has placed a hold on the material.. After that, the items must be returned to the library.

Library materials may be renewed in one of three ways.

1) You can call the library at 480-782-2800 and ask a staff member to renew your items for you.

2) You can bring in your materials to the library to renew on the self check out machines.

3) You can renew the items yourself online. From chandlerlibrary.org select the menu item My Library>My Account.

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What can be renewed, and for how long?
Most materials can be renewed twice, for an additional three weeks, unless there is a hold on the material. DVD movies, which check out for one week, can also be renewed twice, unless they are on hold. For specific renewal information, see our Circulation Policy.

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What if I can't renew it?
Some items cannot be renewed, such as items that have been requested by another patron. If your item cannot be renewed, your options are to return it or keep it and pay the fines. If you return the item, you must allow time for it to return to the shelf before checking it out again, or if there is a waiting list, you can be added to the end of the list. If you choose to keep the item, there are late fees. For more information, see our Circulation Policy or call 480-782-2800.

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I want to find a book (or other items).

How do I find books, DVDs, Audiobooks, CDs?
You can find items at all four Chandler libraries by using our catalog. Go to our homepage, chandlerlibrary.org and search the Catalog by using the orange "Search Our Catalog" bar toward the top of the page. You can then search by author, title, subject, or other keywords. To combine terms or to look for a particular item type (DVD, Books on CD, etc.), use the Advanced Search inside the catalog (must do a simple search on the homepage first).

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How do I find magazines, newspapers, articles?
The Chandler libraries subscribe to various print newspapers and magazines, and we keep select archives. (Archive span varies depending on the publication.) Magazines and newspapers can be used in the library or photocopied; some magazines may be checked out. Call 480-782-2800 to find out which titles are available, or check our online list of holdings in our catalog. We also subscribe to a number of online databases, which you can use to search for articles by subject. These include Masterfile Premier; you find them on our A-Z databases page and online research pages. Some of these databases can be accessed from home, using your library card and PIN numbers. Call 480-782-2800 if you have questions or problems accessing these databases.

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How do I get it once I find it?
You can place a hold on most any item that is available or is checked out. Once the item (is ready for you to pick up) you will be contacted by an automated phone call or by email at the address listed on your library account.

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What if I can't find what I need in the catalog?
If you have a question about the catalog, or about any of the library's resources, feel free to ask a librarian - that's what we're here for! You can come to the reference desk at any branch or call us 480-782-2800. If you are not in the library, you can use our Ask a Question service. Your question will be emailed to us and we will reply as soon as possible, usually within a few hours (except on Sundays or when the library is closed). When you ask your question, please be as specific as possible, so that we are better able to give you the information you need.

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How do I suggest a purchase?
The best way to suggest a purchase is to use this web form, or look for the "Suggest a Purchase" link on the bottom left of each catalog search screen.  You will need to enter as much information in the fields as you can about the item you would like to request. Make sure to enter your library card number, as requests without a number will not be considered. If you are not requesting the item to check out yourself, please add a note: "Do not place hold." Then click "Send." If library staff decide to purchase it, the process usually takes several weeks. Not all requests can be ordered. Log in to your account to check the status of your request; this should be available within a week after you place the request.

 


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I want to view my account (due dates, holds, fines).

How do I access my account online?
You can access your account through our website using your library card and PIN numbers. You can view the items you have checked out and their due dates, as well as any holds or fines you may have. From chandlerlibrary.org select the menu item My Library>My Account. Choose Review My Account, enter your library card number as your User ID, and enter your 4-digit PIN. If you need your PIN, or if you have trouble accessing your account, call 480-782-2800. If you would like to change your pin you may do it online here

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How do I pay fines?
To pay in person, come in to the checkout/Circulation desk at any branch. We accept cash, check, VISA, Mastercard and American Express for payment of fines. You can also conveniently pay your fines and fees online at chandlerlibrary.org: select the menu item My Library>Pay Fines.

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How do I change my account information?
At this time, the only item you can change on your account online is your 4 digit PIN. (See above for instructions on accessing your account.) You will have to speak to a staff member to change your name, address, phone, or email. Call or come in to any branch.

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How do I make sure I receive emails from the library? 
If you have not been receiving your notification emails from the library please verify your email address with a staff member. A second email may be added for notification purposes. You may also change or add an email address online. From chandlerlibrary.org select the menu item My Library>My Account

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