Frequently asked questions

Scheduling a pickup is completely free. There's no charge to have your donated items collected from your home.

Enter your ZIP code on our website and you'll be taken to the account setup page, where you can schedule your pickup.

Our drivers start their routes around 7 a.m. and run until they finish for the day.

Unfortunately, due to several factors we aren't able to guarantee a specific time for pickups.

Log into your account to see the day we're scheduled to be in your area.

We're sorry we missed you, and we can't always be certain why a pickup was missed. In the meantime, you're welcome to schedule an individual pickup on our website. Please have your items marked for VVA and clearly visible from the street — if they aren't clearly marked, our drivers can't take them, so nothing is removed by mistake. Contact us with any questions.

Place your items where they're clearly visible from the street and marked for VVA. If items aren't clearly marked, our drivers won't take them — this makes sure we never accidentally take something that wasn't meant for us.

Our drivers can only take items that are clearly marked for pickup, so nothing is removed by mistake.

We're no longer able to include bags with our mailers. You can use regular kitchen bags, boxes, or whatever you have on hand — just be sure your items are marked so our drivers can see them from the street. You can even attach the envelope you received in the mail.

Our drivers aren't able to enter your house, garage, or carport, go into your backyard, or pull into or back into a driveway. Please have all items out front before the driver arrives.

Our drivers aren't allowed to accept loading help from donors. Please have all items bagged or boxed, marked for VVA, and out front when the driver arrives.

Unfortunately, we aren't able to call ahead.

We accept furniture that's small and light enough for one person to lift and carry. Our drivers can't enter your home, garage, carport, or backyard, or pull into a driveway.

We accept mattresses and box springs small and light enough for one person to lift and carry. Please note: our Charlotte and Memphis locations don't pick up mattresses or box springs.

As a general rule we can't take large appliances such as full-size refrigerators, stoves, ovens, dishwashers, washers, dryers, or freezers.

We accept exercise equipment that's small and light enough for one person to lift and carry.

We can pick up grills one person can lift and carry. For safety, the fuel tank must be removed and not attached, and any charcoal must be cleaned out beforehand.

We accept flat-screen TVs in good working condition. We no longer pick up tube-type or floor-model TVs.

We generally accept baby items like car seats, high chairs, and cribs — but only those that meet current CPSC safety guidelines.

We accept seasonal items year-round. Artificial Christmas trees must be boxed or bagged in a tree bag.

We appreciate you thinking of us, but we aren't authorized to pick up from apartment complexes. You're welcome to use a nearby drop-off location instead.

We're only permitted to pick up from residences, so we can't collect from businesses or schools. In special circumstances we may be able to help with prior approval — please email our support team.

We don't pick up from storage units at this time.

Yes. Check your area for the nearest drop-off location.

You can have only one physical pickup address per account. If you move or need to update your details, log into your account to make the change.

Log into your account and follow the prompts to verify your address.

Log into your account and clear the Apartment field. That removes the apartment flag and lets you schedule a pickup.

Go to the login page and choose “Forgot password.” Enter your email address and submit, then open the password reset email we send and follow the link to set a new password. If you don't see it, check your spam or junk folder.

PINs expire for security. Close and reopen your browser, then try resetting your password again.

Our drivers leave a receipt at the time of pickup. If you didn't get one, contact us and we'll help.