Frequently Asked Questions - Maine State Library Delivery Service (MSL DS)

For FAQs about Van Delivery for FY2025, please go to our new Van Delivery LibGuide.

1. What is MSL's Delivery Service?

MSL Delivery Service (MSL DS) is a voluntary program, managed by the Maine State Library. Participating libraries use a courier service, Freedom Xpress, to deliver library materials (interlibrary loans, promotional materials etc.) to other participating libraries throughout the State of Maine.

All materials must be contained in special totes. (What's a tote? See question 6)

This service is funded by the State Library General Funds, federal Library Services and Technology Act (LSTA) funds through the Institute of Museum and Library Services (IMLS) and the participating libraries.

2. Who do I contact about MSL DS customer service complaints

Questions Regarding Delivery:

Please use the Feedback Form to contact MSL and FX for:

  • More totes (What's a Tote? See question 3)
    • Note: Bags are requested through MSLDELIVERY
  • Delayed or missed delivery
  • Received wrong, damaged, or missing materials
  • Temporarily closing (holiday, weather, construction etc.)
    • Notification by 3:00pm the day before
  • Add/drop delivery day
  • Permanently canceling delivery service

FX Customer Service Line: 1-877-848-7220 for urgent issues or last-minute storm closure notification when you don't have access to email.

Billing Questions: 

  • Kimberly Clark - Kimberly.R.Clark@maine.gov

Delivery Questions Not Answered in this FAQ:

3. What is a Tote?

A tote is a plastic box-shaped carrier used by Freedom Xpress. Interior dimensions: 19.8" x 13.8" x 11.8". FX will supply a sufficient number of totes to accommodate deliveries. If you need more Totes, use the Feedback Form to request more.

  • Anything that can fit in a tote (lid closed) can be sent through delivery
  • FX will not take anything that is not in a tote
  • If a tote contains materials going to one destination, FX asks that you zip tie the tote and place the library's label on the top of the tote.
    • MSL will supply zip ties at library's request

If your library receives a tote(s) that you think is too damaged to continue circulating:

  • Feel free to toss the tote(s) and email Kimberly.r.clark@maine.gov how many have been tossed.
  • If your library isn’t able to discard the tote(s), please label them as “Damaged” and leave for FX to pick up

*Not to be confused with "Bags".

Delivery Bags are cloth and come in three sizes. Materials destined to different libraries go in separate bags and are labeled. (Participant page with their labels). A tote contains the bags for FX to pick up. If you need more Bags, post your request to MSLDELIVERY.

4. What happens if library materials are sent, but do not arrive?

Occasionally materials which are in transit in the delivery service do not make it to the receiving library. There are a few things that can be done to potentially locate them. Check your shelves to make sure items have not been mistakenly shelved at your library.

Send a MSLDELIVERY message to alert libraries about items not received; ask other libraries check their shelves and be on the lookout for materials that may be mistakenly delivered to them.

Fill out a feedback form.  FX cannot track individual items, but they will check with their warehouses and drivers for possible missing items if a request is submitted via the form.

The State Library is in contact with the delivery service regularly to see if there are any library materials marooned at the sorting warehouses. Any materials that can’t be identified by the delivery service will be sent to the State Library for identification.

If you have tried the above options with no success, and the materials need to be replaced, please see question #5.

5. What happens if my materials are returned damaged?

Please use the Feedback Form to notify MSL and FX of any materials lost or damaged in-transit. Please provide the titles of the materials and their replacement cost.

The Maine State Library will evaluate each situation and determine what the next steps will be. The typical outcome results in a reimbursement check from MSL. MSL will ask the library with the damaged materials to send MSL an invoice, including the titles and costs for the materials. This can be sent via email attachment or mailed to the Maine State Library for processing.

This information, of course, only applies to materials lost in transit in the delivery service. Items lost by patrons are the responsibility of the borrowing library.

6. On which holidays will there be no deliveries?

Libraries will not receive deliveries on all State of Maine holidays, regardless of whether you are open on those days. There are now 13 state holidays. Those days are:

New Year’s Day

January 1

Martin Luther King Jr. Day

Third Monday in January

Presidents’ Day

Third Monday in February

Patriot’s Day

Third Monday in April

Memorial Day

Last Monday in May

Juneteenth

June 19th

Independence Day

July 4

Labor Day

First Monday in September

Indigenous Peoples' Day

Second Monday in October

Veteran’s Day

November 11

Thanksgiving Day

Fourth Thursday in November

Thanksgiving Friday

Fourth Friday in November

Christmas Day

December 25

7.. How can I edit my MSL DS contact information?

When you need to change your library's contact information for the delivery service, use the Edit Form. This will prompt the DS Admin and the ILL Coordinator to update the billing and participation databases.

You may also need to update this new information with: