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.
Addressing delivery problems
Incorrect deliveries
If TRICOR has incorrectly delivered a bag to your library by mistake call your driver or use the TRICOR contacts list (see the Contacting TRICOR section) to have it picked up and delivered to the correct location.
If the shipping label on the bag is correct but the books are meant to go to another library contact the staff of the owning library to determine next steps for the books in question.
Missed or late deliveries and pick ups
Call or e-mail one of the three customer service representatives listed on the TRICOR contact list to report the missed or late delivery. If it happens repeatedly:
Have a conversation with your driver about the issues you're experiencing and try to come up with a resolution.
Send an e-mail to the general customer service e-mail address on the TRICOR contact list outlining what is happening and how you would like the situation to be resolved. The message will go to all 6 members of their customer service team.
If you are unable to speak with your driver, the TRICOR contacts don't offer a solution, and the delivery issues persist contact Terri Joiner at the Chancellor's Office for assistance resolving the problem. Contact information can be found here: http://www.calstate.edu/library/content/contact.shtml
Contacting TRICOR
TRICOR has provided the following sheet with a list of contacts (last updated 10/24/17). If you don't have a specific tracking requests rep you've spoken to in the past, feel free to contact all 3 reps. If you don't receive any response in a day or two forward your message to the general customer service e-mail address and it will be sent to all six people on the list.
Tricor Contact List 102417.pdf