Donation Pickup Service - Terms & Conditions

Donation Acceptance

For health and safety reasons, repair limitations, and disposal costs, Canadian Goodwill Industries is unable to accept items that are ripped, stained, broken, missing parts, or excessively worn. We also cannot accept items that are pet, smoke, or water-damaged; wet, moldy, rusted, heavily soiled, or contaminated; or that contain corrosive or flammable materials. Donors are encouraged to review the What We Accept & Do Not Accept section on our website prior to scheduling a pickup.

Right of Refusal

The collection team reserves the right and authority to refuse any donation upon arrival. Decisions are made on site based on item condition, safety concerns, size or weight, accessibility, available truck space, and compliance with our donation guidelines. Refused items will remain the responsibility of the donor. 

Pickup Schedule

Donation pickups occur between 8:00 a.m. and 4:00 p.m. Pickup hours are subject to change; any updates will be posted on our website and social media channels. Specific arrival times cannot be provided. Arrival windows may vary due to factors beyond our control, including weather conditions, traffic, time spent at other pickup locations, and unexpected delays or cancellations.

Donation Placement

For health and safety purposes, it is preferred that all donations be placed outside prior to the team’s arrival, such as at the curb, on a porch, or in a driveway. In apartment buildings, donors must use designated loading areas or permitted entry points.

All items must be clearly labeled “Goodwill” or “GW” and protected from the elements. Donations that are wet or weather-damaged at the time of pickup will not be accepted.

Inside Pickups

Canadian Goodwill Industries employs many individuals with disabilities, and our collection team are not professional movers. If a donor is unable to move furniture or large appliances outside, the team may enter the residence provided the items are located on the main floor or accessible by elevator and placed as close to the entrance as possible.

If the donor requests removal of items from inside the residence, Canadian Goodwill Industries is not responsible for any damage to property.

Packaging and Hazardous Items

To minimize the risk of injury, all sharp or breakable items must be carefully wrapped and securely packed. Any items deemed hazardous to the collection team will be refused.

Safe Access Requirements

A clear, unobstructed walkway must be provided to and from the residence and/or donation items. During winter conditions, all walkways must be fully cleared of snow and ice, including a shoveled path from the residence to the sidewalk and from the sidewalk to the street (boulevard access). Failure to meet these requirements may result in cancellation of the pickup. It is the donor’s responsibility to contact head office to reschedule the pickup.

Footwear Policy

For safety reasons, collection team members do not remove or cover their footwear when entering a residence.

Item Preparation and Size Limitations

Our drivers do not disassemble or uninstall items. All donations must be fully prepared and ready for pickup prior to the team’s arrival. As our team members are not professional movers, they may not have the tools or time required to disassemble items. Acceptance of items that have not been disassembled is at the discretion of the crew.

Drivers and assistants do not remove doors, banisters, or similar fixtures. Items must fit easily through entrances, hallways, stairwells, and elevators where applicable. Large or heavy items are accepted at the discretion of the collection team.

Donation Organization

To prevent accidental removal or property damage, donors are encouraged to place donations in a single, clearly designated area, separate from non-donation items and away from walls, vehicles, and other property. All donations must be clearly labeled “Goodwill” or “GW” and accessible via an unobstructed path.

Donor Presence and Property Access

The collection team will not enter residences, garages, or private property unless the donor or a designated onsite contact is present for the duration of the pickup. Canadian Goodwill Industries is not responsible for keys, entry codes, or access information left unattended, nor for theft or damage occurring if the property is not supervised by the donor or property manager.

Parking and Access

A public parking space or designated loading area must be available within a reasonable walking distance of the pickup location. Our drivers do not park illegally, in paid parking spaces, or in areas that obstruct traffic or service vehicles. If suitable parking is unavailable at the time of arrival, it is the donor’s responsibility to contact head office to reschedule the pickup.

Personal Protective Equipment

As face coverings are no longer mandated by the Government of Canada, the use of masks is at the discretion of the driver and driver assistant. To limit contact, donors are encouraged to place items outside or in designated loading areas.

Pest-Free Requirement

All donations are inspected for signs of rodent or insect activity. For health and safety reasons, items from locations with current or recent infestations cannot be accepted. Residences must be pest-free and have completed extermination procedures at least three months prior to pickup. If infestation activity is observed during pickup, all items will be refused and future pickups from that location may be suspended indefinitely. Donations from apartment buildings will only be accepted if the entire building is pest-free.

Additional Items

Acceptance of additional items not listed at the time of booking is subject to available truck space and the collection team's discretion.

Charitable Donation Receipts

Charitable donation receipts are not issued by the collection team at the time of pickup. Receipts are processed and issued by our head office administrative team after the pickup has been completed. 

Receipts will be sent to donors by email or mail, based on the contact information provided at the time of booking. Please ensure your details are accurate to avoid delays. 

Please see our Donation Receipts page for more information. 

Missed Pickups and Rescheduling

If a pickup is missed due to donor absence or unavailable donations, it is the donor’s responsibility to contact head office to reschedule. Collection teams do not reschedule appointments on-site. Pickups may be rescheduled by calling (204) 943-6435 or by submitting a new online pickup request.

Contact Information

If you have any questions or concerns, please contact our head office at (204) 943-6435 or info@canadiangoodwill.ca.