Things to do before we come:



Our teams will be in full PPE when servicing your pickup. We ask that you wear a mask and maintain a 6ft distance from the team at all times. Our teams cannot traverse more than 2 flights of stairs up or down. For building pickups, we ask that the team has access to a service elevator.

If there have been any recent bed bug outbreaks in your residence, recent fumigations or if the team notices signs of a bed bug infestation, they will refuse service and your pickup will be cancelled. If the team feels it is unsafe to carry out an action or provide service, they will refuse. We appreciate your understanding.


Items must be gently used. That means items must be free of stains, rips, cracking, peeling, broken, or missing pieces. You can send photos of the items if you are in doubt about the condition. They must also be free of personal belongings and reasonably accessible.

For our distanced pick up, we ask that all items be moved to the garage, driveway, the front porch or a storage/loading area in your building. Our pick-up team has final discretion on the acceptability of items on the day of pickup. They can refuse items that are not deemed suitable for distribution for the families we serve.


Our teams require access to safe & legal parking. The team has final discretion on-site regarding parking. If the team is trying to accommodate your pickup and are ticketed, we may ask you to cover a portion of the ticket cost.


We operate in 3-hour windows between 8- 2 pm. When you schedule your furniture removal, we can include a request for time, but it is not a guarantee. We will confirm the timing for pickup the day prior to the scheduled removal, by email.

On the day of pickup, we will text or call 30 minutes prior.