Frequently Asked Questions
How can we be assured that our stock will be delivered in a timely manner?
TLS sources both locally and internationally. TLS always endeavours to have a title on a library’s shelves by the time it is available in New Zealand bookshops. Libraries are encouraged to indicate levels of urgency on their profiles. To be assured of supply we recommend that orders are placed three months in advance of publication. Turnaround time is generally 2-3 days from receipt into the TLS warehouse, with delivery into the library within 5 days.
What discount structure can you offer to libraries?
TLS offers a very competitive discount structure. Our pricing structure is determined by the discount we receive from our suppliers, and the volume of sales determines this. We offer generous rebates for clients who have a significant annual spend, or have contracted with us as an exclusive supplier.
Do you charge freight and how often are deliveries made?
TLS delivers freight free and deliveries are made daily. We have at least two daily pickups, and delivery in the North Island is normally the next day. An itemized packing slip is provided. Books are packed in reusable material, and are of a manageable size.
What sources do you use for selection?
TLS uses a wide variety of sources for selection. Monthly advance information from publishers and distributors, online tools, reviews from national newspapers, radio, TV, and specialist library and bookseller publications, are key sources.
Can TLS interface with different Library Management Systems?
TLS can interface and are experienced with all major Library Management Systems (LMS). Remote access to the LMS is required in order to provide outsourcing services, particularly cataloguing.
How do you notify cancellations?
TLS report on titles that are cancelled or unavailable. The library can choose a cancellation period, most often non-supply after six months. A back order report can be provided at any interval specified.
What is the process for return of faulty or damaged items?
Claims for faulty or damaged items will be placed with the publisher on your behalf. Some publishers may require the return of the complete book or title page. Incorrectly supplied titles will be replaced free of charge, return freight charges will be credited to your account.
Can you customise our invoices?
Invoices can be customised, but normally an invoice will include library order number, title, quantity, price per item, discount and discounted price, total price per item, GST, outsourcing charges, and total value of invoice. Back orders are also noted on the invoice.
What are your key performance indicators (KPIs)?
TLS' supply KPIs relate to:
- Average time to procure mainstream items, by country of origin
- Average time to procure non-mainstream items, by country of origin
- Average time of supply to client
- Percentage delivered within client deadline
- Percentage delivered by time available in bookshops/outlets
- Average price of books
How do you handle communication with customers?
At TLS we pride ourselves on building strong relationships with our clients. Our focus is on ensuring our customers are provided with a positive experience every time they contact us. We aim to get it right with our customers the first time - every time. We respond to customer emails within 24 hours of receipt and will endeavour to resolve any issues within 2 working days.