Knowledge Base


Yes, your library does have the ability to have multiple users login via their own credentials into a “shared” account.  In order to complete this process you must contact Library Services to complete the merging of your accounts into one entity. Once your accounts are merged together, all users will be able to access the shared discount plans as well as view your combined order history.

Please note that some areas of your account will remain unique to each user’s login, such as shopping carts (for ‘a-la-carte’ purchases and replacement requests,) wish-list(s), billing addresses, shipping addresses, and telephone numbers.

To complete this process or to request additional information please contact us at libraryservices@blackstoneaudio.com or call us directly at 800-621-0182.

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You can change the majority of your information by logging into your account HERE and selecting “Account Details” from the drop-down box in the upper right corner of your screen.

Changes to your library’s Discount or Standing Order must be done by contacting our Library Services Team at 1-800-621-0182 or by sending us an email at libraryservices@blackstoneaudio.com

Our normal business hours are Monday through Friday, 6:00am - 5:00pm Pacific Standard Time.

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Please use the following link to create an account: HERE

If you have any questions, please call Library Services at 1-800-621-0182. Alternatively you can send us an email at libraryservices@blackstoneaudio.com

Our normal business hours are Monday through Friday, 6:00am - 5:00pm Pacific Standard Time.

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Yes, we do charge applicable tax on certain Canadian provinces which vary by region.

In addition to taxes, there may be additional customs and/or duties charges that you will be required to pay before receiving shipment of your order.

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Yes. During the checkout process you will be given the option to “split” your order into specific per-title shipping addresses.

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No, we do not charge any sales tax on US orders at this time. International orders may be subject to applicable taxes based on your location and items ordered.

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Most libraries will choose to be invoiced for their orders. During the checkout process selecting the "Invoice Me" option allows your library to place your order without paying in advance for it. An invoice will be included with your packing slip inside your shipment that should be used to remit your payment to Blackstone Audio. If your order is split up into multiple shipments the first invoice you receive may be less than the total amount shown on your original "order receipt" due to receiving a partial shipment of your title(s). This often happens when you pre-order titles that are not available yet, or place a "seasonal" order that will result in multiple shipments based upon the release dates of the title(s) you select.

During the checkout process you do have the option to pay by Credit Card. PLEASE NOTE: If you choose to pay with a credit card the total amount due on your order will be immediately charged in full. Choosing this payment option does not mean that you will receive your shipments any quicker than the "Invoice Me" option. Your shipments will be consolidated and shipped out based upon the release dates of the title(s) you ordered.

We also offer the option of pre-paying to cover the estimated costs of your Standing Order. We will not bill your library prior to your shipment.  Please contact Library Services at 1-800-621-0182 or email us at libraryservices@blackstoneaudio.com for additional information.

The "Invoice Me" option is not available to consumers. Choosing this option as a consumer will result in your order being cancelled. The only option available to consumers to pay for your order at this time is via a Credit Card.

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We accept Visa, Mastercard, American Express and Discover.

PLEASE NOTE: If you choose to pay with a credit card the total amount due on your order will be immediately charged in full. If you would prefer your library be billed for your order as shipments arrive, please choose the "Invoice Me" option during the checkout process.

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Yes, you are able to prepay your library account if you wish. Please contact libraryservices@blackstoneaudio.com for additional information.

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You receive FREE shipping on all CD and MP3-CD shipments within the United States as part of your Standing Order Plan.

Orders are shipped from our primary warehouse location in Oregon, using UPS Ground. For delivery addresses that are located outside of the continental US (includes Alaska, Hawaii, US Territories, and International orders) other more economical carriers may be used.

Playaway products are drop-shipped from the manufacturer; standard shipping rates apply.

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Our entire catalog is available digitally via our third-party partners, such as OverDrive, EBSCO, OneClickDigital, Baker&Taylor Axis 360, Hoopla, Bibliotheca, Tumblebooks, Gardners (UK), and Wheelers (NZL). To purchase Blackstone Audio titles, please visit our partners’ sites, or contact library.digital@blackstoneaudio.com for further information.

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For our full purchase Terms & Conditions please visit the following link HERE. The following is an excerpt from our policy:

USE OF BOOK CONTENT AND PRODUCTS
When you purchase Book Content and/or Products, you agree you will only use the Book Content and Products for circulation within your library setting. Further, for audiobooks, Blackstone grants you a limited, revocable, nonexclusive, nontransferable, nonassignable, nonsublicensable license to play sound clips of up to 5 minutes from such on your official library website and at events sponsored by the library that take place on library property.

You agree to not copy, reproduce, or duplicate, the Book Content.

Any such unauthorized copy, reproduction, or duplication of any Book Content constitutes copyright infringement, breach of contract, and potential other liabilities, and may be subject to civil and criminal penalties.

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Yes. During the checkout process you will have the opportunity to enter your PO# for the entire purchase, or a more specific itemized "Line Item PO" if you need to assign different PO #'s to each individual item.

This will be printed on both the packing slip and invoice included with your order.

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Yes! Blackstone Audio can provide digital processing for audiobook CDs. Basic digital processing includes barcoding and fully customized labels printed on packaging—no stickers needed! RFID tags and hub labels are also available.

For more information and/or a quote, please fill out the Processing Specification Form, which is available at the following link: HERE

Processing is not currently available for Playaways or print books. Please contact us for information about processing for MP3-CDs.

If you have additional questions, please contact our Library Services team at 1-800-621-0182 or send us an email at libraryprocessing@blackstoneaudio.com. Our normal business hours are Monday through Friday, 6:00am - 5:00pm Pacific Standard Time.

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More often than not errors that are experienced while viewing a website can be attributed to not displaying the newest version of the site. Clearing your browser’s cache is an important step to take to ensure that what you are viewing is the correct version. By following the instructions below for your particular browser you will be able to clear out the “cache” and “cookies” and provide yourself with a “clean slate” when refreshing the Downpour.com website. Hopefully this will resolve the issues you are experiencing and provide you with a better user experience.

Google Chrome:

Click on the “Wrench” icon on the upper-right corner of your screen. Click on the “History” option. Look to the top left-hand corner of the history settings window and click on the button labeled “Clear all browsing data.” The “Clear browsing data” dialogue box will now appear. Please be sure that all items are checked EXCEPT for “Deauthorize content Licenses.” Also, please be sure that “Obliterate the following items from:” is set to “The beginning of time.” Next, click the “Clear browsing data” button at the bottom-left corner of the dialogue box. 

Internet Explorer 9:

Click the cog/sprocket icon located at the top-right corner of the Internet Explorer browser window and choose “Internet Options.” Look under “Browsing history” and click on “Delete.” Be sure that all items are checked EXCEPT for “Preserve Favorites website data,” and click the “Delete” button at the bottom edge of the “Delete Browsing History” dialogue box. Now click “Ok” to exit out of internet options.

Firefox:

If you do not see options at the top such as File, Edit, View, etc proceed to right click anywhere on the top edge of the Firefox browser window and check "Menu bar.’ Next, click on the “Tools” dropdown and go to the “Options” menu. Click on the “Privacy” option near the top and proceed to click the blue link that is labeled “Clear all current history.” Please ensure that all checkboxes are marked under the “Details” option. It is also important that the “Time range to clear” option is set to “Everything.” Click on “Clear Now” and then hit OK.

Safari:

At the Menu bar, click Safari and go to preferences. Click the Privacy icon, and look under “Remove All Website Data.” Look directly below “remove all website data” and you should see “X websites that store cookies and other data." If you have passwords setup on specific sites, write them down for future use. Click “Remove All Website Data,” to clear your browser cache and cookies. Close Safari, re-launch, and login to your downpour.com account.

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Your sales rep is determined by the state where your library is located.

For detailed contact info please contact Library Services either by phone (800-621-0182) or by email at libraryservices@blackstoneaudio.com

Please be sure to include the following information:

1) Library Name

2) Full street address including State & Zip code

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We offer a monthly print catalog as well as regular email updates. If you would like to subscribe to our newsletter or receive catalogs, please contact us at libraryservices@blackstoneaudio.com or call us directly at 800-621-0182. You will also be subscribed when you place your first order or create an account.

Click HERE to download current or past catalogs.

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We offer audio CDs, MP3-CDs and Playaway products directly on our website.

Digital Downloads are available via our third-party partners, such as OverDrive, EBSCO, OneClickDigital, Baker&Taylor Axis 360, Hoopla, Bibliotheca, Tumblebooks, Gardners (UK), and Wheelers (NZL). To purchase Blackstone Audio titles, please visit our partners’ sites, or contact library.digital@blackstoneaudio.com for further information.

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If your order arrives damaged, please contact our Library Services team via telephone at 1-800-621-0182, or email us at libraryservices@blackstoneaudio.com and we will promptly replace the damaged items free of charge.

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Our “Library Edition” CDs are packaged in sturdy snap-lock cases with original publisher full-color artwork. The CDs themselves are housed within a soft cloth sleeve.

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An MP3-CD uses significantly compressed audio files, providing a smaller file without compromising sound quality. The MP3 file format makes it possible to store an average sized book on just one CD. One disc of an MP3-CD audiobook can store as much information as 12 standard CD audiobook discs. The overall cost is reduced, and the necessity of several "disc swaps" is eliminated.

MP3-CD audiobooks can be played on any modern CD Player that is compatible with this specific format. Often, CD players will be labeled as "MP3 enabled" or "MP3CD compatible." Most home DVD/Blu-Ray players including Desktop and Laptop players, are compatible with this format. Many modern Car Audio CD players, and certain video game systems can read this format as well.

It should be noted that not all CD players are compatible with this format and may result in a "Read Error" or "Disc Blank" error. If you encounter this, it is suggested to try another CD Player that is known to be MP3-CD compatible.

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Sole Source titles can ONLY be purchased directly from Blackstone Audio.

You can view our sole source titles here: Sole Source Titles

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We have a 100% satisfaction guarantee. If you are not completely satisfied with your order, simply return any item within 30 days for a full refund or exchange.

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Our current Purchase Terms Of Use is available by clicking HERE

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Blackstone Audio is dedicated to protecting your privacy.

Our current Privacy Policy is available by clicking HERE

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Our current Purchase Terms & Conditions is available by clicking HERE

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Yes, please contact please contact us at libraryservices@blackstoneaudio.com or call us at 800-621-0182 for details.

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A reissue is a popular blockbuster title re-released at values prices.

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Blackstone Audio no longer handles Playaway replacements unless the unit arrives defective.

All inquiries for a Playaway Replacement should be directed to Findaway directly. Please click HERE for additional information.

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Playaway is the only format that makes audiobooks accessible for everyone—providing the portability of a digital audiobook with the grab-and-go convenience of a physical format. Unlike CDs, audio cassettes, or downloads, Playaway does not need a separate player. Playaway comes preloaded and ready to use with high-definition audio content and a battery.

Holds up to 60 hours of audio content

Equipped with a universal jack; works with almost any type of headphone or mobile accessory

Five narration speeds; listen at your own pace

Automatic bookmarking remembers where you stopped listening

Lockable keypad for on-the-go usability

Weighs only 2 ounces

Playaway products are drop shipped from the manufacturer. All inquiries regarding Playaway products, shipping, and replacements should be directed to Findaway. Please click HERE for additional information.

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The Blackstone Library website contains all titles that are eligible for sale and/or replacement(s). In most cases, if you do not find a title online it is either out of print, or we no longer have the rights to sell or replace the product. However, if you purchased a title from us in the past and do not find it on the website, you can send an email to libraryservices@blackstoneaudio.com and we can research your title request.  Please be sure to include the following information:

1) Title

2) Author / Narrator

3) Full 13 digit ISBN

4) If seeking replacement, the disc #(s) needed

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Blackstone does not offer replacements for retail titles or trade editions at this time.

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The easiest way to locate a full 13 digit ISBN is in the center of the detailed title(s) page itself.  From there you can triple click the ISBN, which will select it; now copy (Ctrl+C) and paste (Ctrl+V) in the order field in the replacements module.

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REPLACEMENTS

Replacement CDs, MP3 CDs, artwork and packaging are available. CDs, MP3 CDs, artwork and packaging will be replaced free of charge if received damaged or defective for up to one year after the date of purchase. Below are Blackstone’s replacement policies:

SOP PLAN REPLACEMENT POLICY

If you are on a Standing Order Plan (SOP) and your account is in good standing, replacements for titles purchased directly from Blackstone on library edition CDs and MP3 CDs, as well as artwork and packaging are free for 24 months from date of purchase. After 24 months, Replacement pricing is as follows:

Library Edition CDs = $4.00 each

Library Edition Large CD Case + Artwork = $4.50 each

Library Edition Small CD Case + Artwork = $3.00 each

Library Edition Artwork = $1.00 each

Library Edition Sleeves = $.10 each

Library Edition MP3 CDs = $6.00 each

MP3 CD Case + Artwork = $1.50 each

MP3 CD Artwork = $1.00 each

SOP customers receive free shipping for replacements.

Blackstone reserves the right to charge for replacement discs if the SOP commitment is not being met or if the replacement policy is being abused.

STANDARD REPLACEMENT POLICY OF LIBRARY EDITIONS

If Blackstone still maintains rights to the title, the replacement cost for a library edition is $8 for individual standard CDs and $12.50 for individual MP3 CDs, plus shipping. Replacement pricing is as follows:

Library Edition CDs = $8.00 each

Library Edition Large CD Case + Artwork = $9.00 each

Library Edition Small CD Case + Artwork = $6.00 each

Library Edition Artwork = $1.50 each

Library Edition Sleeves = $.10 each

Library Edition MP3 CDs = $12.50 each

MP3 CD Case + Artwork = $3.00 each

MP3 CD Artwork = $1.50 each

Replacements are not available for titles that Blackstone no longer has the right to distribute. Once Blackstone no longer possesses the right to distribute certain titles, no replacement for said titles is possible. In addition, Blackstone no longer offers overstock titles or free books as compensation for titles Blackstone no longer has the right to distribute.

PLAYAWAY REPLACEMENT POLICY

Damaged or defective Playaway units, as well as replacement requests are handled directly by Findaway at customerservice@findawayworld.com. Findaway’s replacement policies can be viewed HERE.

RISK OF LOSS

You will bear the risk of loss for any Book Content and/or Products you purchase from the Site. If you lose the Book Content and/or Products you purchase from us, or if such Book Content and/or Products become damaged, Blackstone shall have no responsibility for replacing such Book Content or Products, and Blackstone shall have no payment or other obligation to you and no other liability arising out of such loss or damage to the Book Content and/or Products, as applicable.

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You may cancel an order for Book Content and/or Product at any time before we ship it to you, so long as we have sufficient time to prevent shipment. Items may be returned within 30 days of invoicing. A return authorization is required. For a return authorization or if there is a problem with your purchase from Blackstone, please contact Library Services toll-free at 1-800-621-0182 within 30 days of the purchase date to arrange for exchange or refund, if appropriate. Blackstone Audio will pay for shipping of return items, in the event of a Blackstone Audio shipping error and so long as you comply with our return shipping instructions. For all other returns, you are solely responsible for paying the cost of shipping.

If you experience technical problems accessing or using such content, Blackstone Audio will be happy to help you resolve the problem. Please contact us at libraryservices@blackstoneaudio.com or 1-800-621-0182 for assistance.

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Certainly! Simply add the title(s) to your “Shopping Cart” and follow the checkout procedure.

However, without an SOP you will not receive discounts on title(s), with the exception of specific sale/promotional items from the website.

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No. Our current SOPs are divided into three categories: Library CDs, MP3CDs and Playaways. In order to receive a discount on a different format you must be subscribed to the format’s specific SOP plan. You are certainly able to mix and match formats in your shopping cart if you wish; however please be aware you will only receive discounts on the formats to which you have subscribed to an SOP plan.

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Yes, all titles ordered through the SOP module will count toward your SOP minimum, including backlist titles.

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In order to access Standing Orders you must have an active library login to our website. Register HERE or call Library Services at 1-800-621-0182 if you experience difficulty or need assistance.

If you are on a Standing Order plan and wish to place an order, login to your Library Account and click on the SOP Plans drop-down near the top of your page. You will see a list of the current SOP plan(s) you are subscribed to. Choose the plan you wish to create an order for and follow the additional steps.

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A full season is a pre-determined month range, consisting of 3 months, with 4 seasons occurring annually (quarterly).

First Season: January – March

Second Season: April – June

Third Season: July – September

Fourth Season: October – December

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Wishlists function in a holding capacity, where the titles will remain until you are ready to order.  Once you have logged into the website, two types of wishlists can be found under Account Details.

A “Standard Wishlist” consists of titles you have added to your shopping cart and then moved by you to your wishlist.

The “SOP Wishlist” is a monthly or seasonal order specifically tailored to your subscribed plan; when you “Save for Later,” the titles will move to this wishlist.

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View our Standing Order plans and pricing structures HERE

Standing Orders offer multiple benefits, including Free Replacements for two years, Free Shipping on Library and MP3-CD purchases, Free Basic Digital Processing, increased savings of up to 45% on new and backlist titles, and predictable and efficient budgeting for your library.

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The library will order titles every month based on their plan. They may choose any titles published in the month they are fulfilling, or any of our backlist titles, to fulfill their monthly commitment; future month’s releases do not count towards current month’s requirements.

The monthly commitment resets monthly. The library may purchase additional titles in any given month beyond their required amount at the same discounted price. However, these additional titles will not count towards future monthly requirements.

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The library will order titles every season based on their plan. They may choose any titles publishing in the season they are fulfilling, or any of our backlist titles, to fulfill their seasonal commitment; future season’s releases do not count towards current season’s requirements.

The seasonal commitment resets every three months. The library may purchase additional titles in any given season beyond their required amount at the same discounted price. However, these additional titles will not count towards future seasonal requirements.

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Auto-shipped titles are based on popularity, ranking up to the top 24 of each month’s offerings. You will find these delineated by a colored ribbon running down the left side of the listings in the SOP module.

If you have a CD3 SOP plan, the first 3 titles will have this callout; CD7 SOP plan, the first 7 titles; and so forth. In addition to the SOP module you can view our ranked "New Releases" by clicking on the following link:

NEW RELEASES

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NEW POLICY UPDATE:

If you are on a monthly plan and do not make your selections by the 25th of the month, we will ship the most popular, highest ranked titles of the month. If you are on a seasonal plan and do not make your selections by the 15th of the last month of the season, we will ship the most popular, highest ranked titles for the season’s three months. If you choose to select alternate titles to fulfill your order, after these fulfillment selections have been shipped, you will be required to obtain a return authorization and ship the automatic selections back to Blackstone at your expense.

For more information about return authorizations, see the “Returns” section below.

The SOP term begins on the plan signature date. You may cancel it without cause by advance written notice at least 14 days prior to the next ordering month or season.

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Yes. If you are subscribed to an SOP, and have not already fulfilled your monthly/seasonal order you may receive a reminder email approximately mid-month. In addition to an email you may receive additional reminder phone calls from a Blackstone Audio Sales Representative.

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To set your library up to receive MARC records, please complete the Cataloging Partners MARC request form. After submitting the Cataloging Partners MARC request form, OCLC will set up your account. Please allow 3 to 5 business days for your registration to be finalized, but this will not delay the ordering process. You may order right away and MARCs will be delivered as soon as registration is complete.

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The Cataloging Partners MARC request form should be completed as the individual library, instead of at the consortium level.

The method of delivery is via the Product Services Web, and files mounted to the Product Services Web are only available to download for 90 days. It is recommended that the consortium liaison maintain archival copies of files of all MARC records sent so that they may be easily distributed to new libraries that join the group.

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The cost of delivery is being subsidized for libraries that have a Standing Order Plan through Blackstone Audio. Customers not on a Standing Order Plan will see a fee associated with selected MARC records at the time of checkout.

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A less-than-full record can be defined as a record in WorldCat lacking a Dewey call number, LC call number, or an LC subject heading; or as a record created based on the data made available from Blackstone.

On the Cataloging Partners MARC request form please indicate if you’d like to receive less-than-full records and if you would like to receive a redelivery of the same record once it’s upgraded to a full-level-record.

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No, any library can receive OCLC records for Blackstone Audiobooks titles. OCLC membership is not a requirement. Libraries with current cataloging subscriptions will have their holdings set in WorldCat.

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OCLC retrieves your record delivery order from Blackstone Audiobooks. When your order has been received and processed, OCLC will confirm via email that your file(s) are ready for download. Using a valid OCLC authorization and password, you can download the file(s) by performing the following steps:

1) Go to the Product Services Web

2) Click on “Download records and reports”

3) Click “OCLC Contract Cataloging for Publishers and Vendors records and reports”

4) Enter in your OCLC authorization number and password

5) You will see a list of files for your library available for download

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You can use any existing OCLC authorization/password or a library can contact Order Services to obtain an authorization/password.

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Records are kept on the Product Services Web for 90 days. To have deleted files restored to the Product Services Web, contact OCLC with the library’s OCLC symbol and date of file deleted.

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Yes, multiple contacts can be provided to receive notifications about MARC records being made available. If the library has already completed the form, please send a message to OCLC with your request and please include your OCLC symbol.

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Please send a message to OCLC with the OCLC record number, brief description of the error and the library’s OCLC symbol.

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Please send a message to OCLC, be sure to include your library’s OCLC symbol.

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Libraries can contact OCLC Customer Support at 1-800-848-5800 (USA) or +1 (614) 793-8682 or email them directly at OCLC Customer Support.

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Submit a question or comment.

If you have a question or comment please let us know. The information you submit will only be used to address your question and will never be shared with 3rd parties.

Give us a call 1-800-621-0182