Before You Schedule A PICKUP!

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 health and safety, please place donations outside before our team's arrival (e.g., curb, porch, driveway). In apartment buildings, use designated loading areas or permitted entry points. Label items "Goodwill" or "GW" and cover them during inclement weather. Wet or weather-damaged items will not be accepted.

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 pickup 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. 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 pickup. 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. 

All donations are inspected for signs of rodent and insect activity. For health and safety, and to reduce the spread of infestation, we cannot accept items from locations with current or recent infestations. Homes must be pest-free and have completed extermination procedures at least three months prior. If activity is observed during pickup, all items will be refused and future pickups from that location suspended indefinitely. Apartment buildings must be entirely pest-free before donations are accepted.

Depending on the volume of pickups 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 pickup was scheduled.

If a donation pickup 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 pickup. Our collection team do not reschedule appointments. Donation bookings may be rescheduled by calling (204)943-6435, or by submitting another online pickup request form (see above under Schedule a Free Pickup).

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