Before You Schedule A PICK UP!

Our drivers pick 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 driver’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, and covered/protected in the event of rain/snow/extreme weather conditions. 

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 drivers are not professional movers, and as per our mandate Canadian Goodwill Industries employs many individuals with disabilities. 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 drivers do not remove doors, banisters, etc. Therefore the items must fit easily though entrances, hallways, stairwells. etc. For their safety, our drivers/driver assistants do not remove or cover their footwear if asked to enter the home. Our drivers do not disassemble or uninstall items. All donations must be ready for pick up prior to our Team's arrival.  

Our Collection Team do not enter residences, garages and/or private property if the donor is not home, and they are not held responsible for any keys/entry codes left accessible to the public or damages done to the property. 

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. 

Our Team use their own discretion 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. In the event of rain or snow we ask that the items be covered to prevent weather damages. Unprotected items that have become wet/weather damaged will be refused. 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 being unavailable, or donations not placed outside prior to our Team's arrival, 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.