Before You Schedule A PICK UP!

Due to health and safety hazards, inability to repair, and/or garbage disposal fees, we unfortunately are unable to accept items that are ripped, stained, broken or missing pieces, pet, smoke or water damaged, wet, moldy, rusted, very dirty/soiled, or that contain corrosive or flammable materials. Our team uses their own discretion upon viewing items in person in regards to accepting/refusing items based on condition, as well as size/weight. Please refer to the “What We Accept & Do Not Accept” page on our website.

Our collection team picks up any time between the hours of 8:00 am – 4:00 pm. These hours may be subject to change. Any changes in hours will be posted on our website and social media. We unfortunately are unable to provide specific times. The arrival time of our team is dependent upon a variety of unknown variables (such as weather and traffic conditions, time needed/spent at each pick-up/delivery location, unexpected cancellations and/or no answers, etc.) and is therefore difficult to predict. 

For everyone’s health & safety it is preferred that all donations be placed outside prior to our Team's arrival (e.g. on the curb, front steps, driveway, carport, porch, front/back yard, etc.). If it is an apartment building, the donations may be left at a designated loading area, or at the front or back doors (if permitted by building management). If left outside, please ensure the donations are labeled "Goodwill" or "GW" for our Team. In the event of rain or snow and/or extreme weather conditions, we ask that the items be covered to prevent weather damages. Unprotected items that have become wet/weather damaged will be refused. 

For their safety, our team does not remove or cover their footwear when entering a residence. 

Our drivers do not disassemble or uninstall items. All donations must be ready for pick up prior to our Team's arrival. As our team are not professional movers, they may not have the necessary tools or time required to disassemble items. It is at the crew's discretion to accept/refuse items that have not been disassembled in advance by the donor. Our drivers and their assistants do not remove doors, banisters, etc. Therefore the items must fit easily though entrances, hallways, stairwells. etc. Large/heavy items are also at the discretion of our collection team to accept/refuse. 

Our drivers are not professional movers, and as per our mandate Canadian Goodwill Industries employs many individuals with disabilities. If you are donating furniture and/or large appliances and are unable to move them outside, the drivers will enter the home, as long as the items are on the main floor (or there is an elevator available), and are placed as close to the door as possible. For their safety, it is at the discretion of the collection team to attempt removing items from a basement and/or up or down multiple flights of stairs. Our team are not held responsible for any damages done to the property if requested by the donor to remove items from inside the residence. 

To avoid any potential damages to property, and/or items being taken in error, we recommend placing donations in a separate location (distanced from items not meant for donation), and away from walls, vehicles, etc. To avoid donations from being missed/left behind, all items should be placed together in one location. Donations must be labeled "Goodwill" or "GW", with a clear/unobstructed path to the items.

Our Collection Team do not enter residences, garages and/or private property if the donor or designated onsite contact is not present for the duration of the donation pick up. They are also not held responsible for any keys/entry codes left accessible to the public, or for any theft/damages done to the property if left unattended by donor or property manager. 

To ensure donations are picked up safely and efficiently, there must be an available public parking spot and/or loading area within a reasonable walking distance from the pick up location. Our drivers do not park illegally, in paid parking spots, or in areas in which their stopping will obstruct surrounding traffic or service vehicles. If parking is unavailable upon our Team's arrival, it is at the discretion of the donor to reschedule their pick up with our head office. 

As the use of masks is no longer mandatory by the Government of Canada it is at our driver and 

driver assistant's discretion to wear masks/face coverings. It is recommended that items be placed outside or in a designated loading area to limit contact. 

Every item donated will be inspected by our collection team for any evidence of rodent/insect activity. For the health & safety of our team, donors and customers, as well as to limit exposure and reduce the spread of infestations, we are unable to accept donations from residences, apartment complexes and/or businesses that currently or recently have had any insect and/or rodent activity/infestations. Residences must be free of insect/rodent activity and pest control/extermination procedures for a minimum of three months before donations will be accepted. If our Team witness any insect/rodent activity during a pick up, all items will be refused. We will then no longer be able to pick up from that residence for an indefinite period of time. Apartment buildings must be completely free of insect/rodent activity and/or pest control before donations will be accepted in any suite. 

Depending on the volume of pick ups and deliveries the collection team has for the day, and available truck space, it is at the driver’s discretion to accept any additional items that were not originally listed when the pick up was scheduled.

If a donation pick up is missed due to the donor and/or donations being unavailable, it is the responsibility of the donor to contact our head office to reschedule another pick up. Our collection team do not reschedule appointments. Donation bookings may be rescheduled by calling (204)943-6435, or by submitting another online pick up request form (see above under Schedule a Free Pick Up).

If you have any questions or concerns, please call our head office at (204) 943-6435.