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Shipping guidelines

Each book should have a rubber band around it to protect the pages and cover during shipping. If it is especially floppy or fragile rubber band it with another book or place in a box or padded envelope.

Media items, fragile items, and special materials that need additional protection should be packaged in a box before being placed in the large canvas courier bag.

Courier bags should be zipped shut and secured with a plastic zip tie. When pulling the tie closed, leave a two-finger opening so that the receiving library can easily cut the zip tie off upon receipt.

NOTE: If a delivered bag has its tie pulled too tight the receiving library should contact the lending library and provide a photo if possible.  If the lending library indicates they left the appropriate amount of space prior to shipping contact your courier to ensure ties are not being tightened by its drivers. (See section below: "resolving issues" for contact procedure)

Some campuses are more at risk of the canvas courier bags getting wet during rainy weather. If a campus indicates that their books require extra protection due to inclement weather place the books being shipped to that campus in a plastic bag prior to placing them in a courier bag.

Contacting Unity

1. Submit issue using the courier problem form (this will be e-mailed to Unity’s customer service address and a copy sent to you).

If for some reason the form is unavailable send an e-mail to customerservice@unitycourier.com or call 323-255-9800 and press 2 when prompted

To escalate

2. If no response received within 4 hours contact:

3. If no response is received within 4 hours after e-mail to Monique contact appropriate regional manager:

4. If no response received within 1 days of e-mail to regional manager contact Alex Gil (director of operations) agil@unitycourier.com, (415) 722-6426

RSFC members will follow up with campuses who would like additional contact as specified on the form on a weekly basis to track if an acceptable resolution has been reached. RSFC members will also submit a monthly report to Eddie Choy at the Chancellor's Office summarizing the service provider's performance.

When to report an issue

Use the form if a delivery is missed, late or other specifications in the scope of work are not met. For the purposes of issue reporting, the most relevant parts of the SOW indicate

  • Drivers must be identifiable as courier driver [...] and conduct themselves in a professional manner. Service provider will perform delivery service with Service Provider’s own forces and shall not subcontract any portion of the work.
  • Account managers will be pro-active in contacting their CSU campus counterparts regarding service problems, and the efforts that will be undertaken to resolve them.
  • The Service Provider must have a problem resolution procedure in place with steps identified.

  • Service Provider shall ensure that all pick-ups and deliveries at each service point are made in accordance with the established delivery schedule.

  • In the event a scheduled stop is missed the Service Provider will make reasonable efforts to work with the campus library administrator to mitigate any impacts on urgent library material deliveries, including but not limited to, making a stop outside of the standard delivery schedule.

  • Driver or Courier is to contact the individual campus in the following situations:  

    • Driver unable to deliver or pickup for the day.

    • When unexpected issues arise affecting schedule courier service

The complete Scope of Work can be found here: https://csyou.calstate.edu/Tools/SDLC/SDLS/.

Tracking missed deliveries or other service issues is not designed to get your hard working delivery driver in trouble, rather this is how we hold our courier service provider accountable for the service standards they promised to provide us and our students as a consortium and customer.

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