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Document delivery

From now on we will be processing all standard and express orders exclusively in collaboration with our partner subito.

To use our document delivery service, you can simply sign up for a subito user account – it’s easy! If you submit an order through LIVIVO, the library supplying the item will automatically be set to ZB MED. That means you can still expect to receive the same fast and reliable service as before. You can choose to receive the items you order via email as PDF files (DRM protected where applicable), by post, or by fax. 
At the same time, we are discontinuing our direct order service and full service option. But rest assured that we will still be offering the same high-quality document delivery service as always. 
If you have any questions at all about our document delivery service, please contact our customer service team.

Delivery methods

Non-returnable documents

are sent or made available in the form of copies by post, by fax or electronically by e-mail or FTP.

Please make sure you clearly indicate your desired method of delivery. If you do not specify a preferred method of delivery, we will deliver the item by post as a paper copy.

Note that if an item cannot be delivered by electronic means, it will automatically be sent by post.

All postal deliveries include a delivery note. In the case of electronic or fax deliveries, the delivery note will be included with the items either electronically or by fax. Invoices are sent separately.

Returnable items

are sent by ZB MED in the form of a package. The loan period is generally four weeks from the date of shipment. The library can reduce the loan period if this becomes necessary in the course of library services or for any other reasons.
Once you have finished with an item, you must return it by package post. Note that you are liable for the cost of postage. For peace of mind, we recommend that you request a certificate of posting to avoid liability in case of loss. Liability in the case of loss generally comprises the cost of replacing the lost item and a handling fee as stipulated in the Higher Education Act of North Rhine Westphalia (‘GebO-IKM NRW’). The same terms and conditions apply to the use of the document delivery service SUBITO.3.

Failure to return an item by the due date shall cause overdue fines to be applied as stipulated in the ZB MED fees and charges.

Failure to pay overdue fines shall result in ZB MED withdrawing your borrowing privileges.

All other borrowing terms and conditions are governed by ZB MED's Library regulations. Exceptions to the borrowing arrangements are listed separately.

We will inform you as soon as possible if ZB MED is unable to fill an order.

Postal delivery

Postal deliveries are handled by Deutsche Post.

Delivery by e-mail

Due to changes in copyright law, items can only be delivered by e-mail in exceptional cases if prior approval has been granted. If we are not able to deliver the item using your preferred method of delivery, we will send it by fax (if you have provided a fax number) or by post at the standard charges.

For e-mail deliveries, the ordered articles are scanned in at a resolution of 200-300 dpi. As a rule, ZB MED sends items as PDF files. You will need to have Acrobat Reader installed on your computer to open these files.

Please note that some Internet providers place limits on the size of e-mails, i.e. they do not permit the sending or receiving of large e-mails. Please check with your Internet provider before ordering. 

Making a complaint

If you have cause to make a complaint, please get in touch with us directly: dokulieferung@zbmed.de

We will need the following details:

    • Bibliographic information on the ordered document
    • Order date
    • Order number
    • Order method / access system
    • Customer's details

    Please note that any complaints must be submitted within a maximum of 10 working days of the delivery or 14 working days after submitting the order being dispatched. Upon expiry of this period, any entitlement to subsequent deliveries shall no longer apply.

    Get in touch.

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