Contact UsRush & Panic
More than 70% of documents are delivered electronically by Infotrieve in five minutes or less, but to ensure your documents are supplied in the desired time frame, please use our Rush & Panic services.
To use Rush or Panic services, you must select an electronic delivery option or provide a fax number when the order is placed. If the document is unable to be supplied in the specified time frame, you will be notified, and the surcharge will be voided.
Rush Service
For Customers in the U.S., Mexico, Central/South America and Asia Pacific: Guarantees next-day service for article orders placed before 4 p.m. ET (1 p.m. PT), Monday through Friday with the exception of federal holidays.
For Customers in Europe, the Middle East and Africa: Turnaround time is 24 hours. Article orders placed before 3:30 p.m. (GMT +01:00) Monday through Friday will be forwarded to the vendor on the same day and will be delivered or rejected as soon as possible – by the end of the next business day at the latest (5:30 p.m. (GMT +01:00)). Orders placed must specify fax or electronic delivery in order to guarantee next-day delivery. You will be notified and asked if you agree to standard service or prefer to cancel. Costs are adjusted accordingly.
For Customers in Canada: Guarantees four-hour turnaround during operational hours on items successfully referenced by 2:30 p.m. ET.
Panic Service
For Customers in the U.S., Mexico, Central/South America and Asia Pacific: Guarantees same-day service for article orders placed before 4 p.m. ET (1 p.m. PT), Monday through Friday with the exception of federal holidays.
For Customers in Europe, the Middle East and Africa: Turnaround time is two-four hours. Article orders placed before 3:30 p.m. (GMT +1:00), Monday through Friday will be forwarded to the vendor on the same day and will be delivered or rejected as soon as possible (on the same day most of the time). Orders placed must specify fax or electronic delivery in order to deliver in time. If the document cannot be delivered within two-four hours, you will be asked if you agree to rush service. Costs are adjusted accordingly.
For Customers in Canada: Guarantees two-hour turnaround during operational hours on items successfully referenced by 2:30 p.m. ET.
Please note: Rush & Panic orders placed on book loans, books, journals, reports and documents requiring advanced reference service are not covered by this guarantee. Please contact customer support if you have any questions about expedited services for these types of documents.
Image Quality
Standard Image Quality
When Infotrieve reproduces documents in black and white or grayscale (some PDF documents may be reproduced in color), the entire text will be legible and without blotches, lines or marks. A small amount of curled text and shading may appear on tightly bound pages; however, we will make sure that the text is clear and complete.
Our service agreement guarantees that text will be straight to within 2°, and pages may be enlarged or reproduced no more than 5%. We will reproduce each page separately; however, black borders and portions of adjacent pages may appear. Advertisements may be supplied, and blank pages will be noted.
Your hardcopy document will be reproduced on 20lb high-quality paper. Pages will be clipped, not stapled, for documents delivered by mail or courier.
Documents that meet most, but not all, of these requirements occasionally may be supplied, but will be marked "Best copy available at this time. Please contact us if a replacement is required."
Enhanced Quality Document Delivery/Clean Copy
Infotrieve’s Enhanced Quality Document Delivery service offers the ability to have a Standard Image Quality document reviewed and cleaned, where applicable. Using a multi-step process and state-of-the-art technology and procedures, we will remove individual or small groups of pixels outside of paragraphs, download information, full-page advertisements, and library stickers and stamps (wherever possible).
All documents are reviewed by our Quality Assurance team to ensure accuracy prior to delivery.
Enhanced Quality Document Delivery/eCTD Format for FDA and Regulatory Submissions
Infotrieve's Enhanced Quality Document Delivery service cleans up documents in preparation for U.S. Food and Drug Administration (FDA) submissions. Our practices follow the eCTD (Electronic Common Technical Document) procedures as required by regulatory agencies in the United States, Canada and soon to be worldwide.
Our extensive professional in-house cleanup process utilizes a multi-step formula and state-of-the-art technology and procedures to ensure correct PDF file and paper size, as well as remove black spots, borders, download information, stickers and stamps (where applicable).
All documents are reviewed by our Quality Assurance team to ensure accuracy prior to delivery.
The same high standards can be accommodated for paper delivery if requested. Paper documents will be reproduced on 24lb high-quality paper and will be clipped, not stapled.
Color Copies
Color copies will be made from publisher-original PDF files to the extent we are permitted to do so under a publisher agreement. Print documents housed in Infotrieve’s STM Library™ will be copied in color at no additional charge (provided the source document is in color).
Copies made from print documents housed in third-party libraries will be copied in black and white unless a color copy is specified. If a color copy is required:
- In the U.S., Mexico, Central/South America, Asia Pacific and Africa, delivery may take up to one week, and a $2 per page surcharge will be added to the order.
- In Europe and the Middle East, there will be a surcharge of EUR 12,00.
Color copies are not available for all documents; in these cases, the documents will be delivered in black and white.
