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. If items that are being donated are not left out between the hours of 8:00 am – 4:00 pm an alternate date for pick up must be scheduled, at the responsibility of the donor. 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. Items may be left on the curb, front steps, driveway, carport, or inside of a garage/shed or porch. If it is an apartment building, the donations may be left at a designated loading area, or at the front or back doors. 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. 

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. 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. Therefore, they are not held responsible for any damages done to the property if asked by the donor to remove items from inside the residence. 

To avoid any possible damages to property, and/or items being taken in error, we suggest placing the item(s) separately away from walls and any from any items not meant for donation. There should also be a clear path to the items. All items being donated should be together in one spot so that no items are left behind. Our drivers do not remove doors, banisters, etc., therefore the items must fit easily though entrances (when applicable). 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 driver's arrival.  

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

Our drivers use their own discretion in regards to accepting/refusing items based on condition as well as size/weight. Please refer to our “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. Any items not protected that have become wet/weather damaged will be refused. Depending on the volume of pick ups and deliveries the drivers have for the day, as well as the available space on the truck, it is at the driver’s discretion to accept any additional items that were not originally listed when the pick up was scheduled.

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