Frequently Asked Questions

Can I have more then one account with the same information?

You can have only one physical pickup address per account. At any time you move or have changes to your account you can log into your Account and make these changes by going to Update My Information

Can you call me when the driver is in my area?

Unfortunately, we are not able to call you.

Can I help your driver load items into his truck?

Our driver’s are not allowed to accept help loading from donors.. Please make sure all items are out front when the driver arrives. All items have to be bagged or boxed and label VVA.

Can your drivers pull into my driveway?

Sorry, but we are not able to pull into/back into any driveway.

Do you pick up in Apartment Complexes?

We appreciate you thinking of us. Unfortunately, we are not authorized to pick up from apartment complexes. We do apologize for the inconvenience.

Do you pick up at Commercial Businesses?

We are only permitted to pickup up from residences. We are also not able to pick up at any business or school due to time constraints. We do apologize for any inconvenience. There are special circumstances that we can provide only with prior approval by emailing support. Sorry, but we are not able to come into a Commercial business.

Do you pick up at Storage Units?

Sorry we do not pick up at storage units at this time.

Do you have any Drop off locations?

Please Contact Support for the address of the drop off location in your area.

Do you pick up Appliances?

As a general rule we are not able to pick up larger appliances such as full size refrigerators, stoves, ovens, dish washers, washer, dryers, freezers, etc.

Do you pick up Baby merchandise?

As general rule we do pick up baby merchandise (car seats, high chairs cribs, etc). However, we cannot pick up car seats, high chair, cribs etc. that do not meet the CPSC guidelines.

Do you pick up Exercise Equipment?

As a general rule, we only accept exercise equipment that are small and light enough for one person to easily lift and carry. Sorry, but we are not able to come into your house, garage, car port, back yard or pull into/back into any driveway.

Do you pick up Furniture pick ups?

As a general rule, we only accept furniture items that are small and light enough for one person to easily lift and carry. Sorry, but we are not able to come into your house, garage, car port, back yard or pull into/back into any driveway.

Do you pick up Grills?

As a general rule we do pick up grills, so long as it is something one person can lift/carry on their own, we can pick that up for you. Keep in mind we are not able to accept the fuel tank for safety reasons and they cannot be attached to the grill. Also we cannot pick up grills that still have charcoal in them. All grills have to be cleaned out prior to being picked up.

Do you take Seasonal Items?

As a general rule we do take seasonal items any time of the year. However, all Christmas trees must be boxed or bagged in a Christmas tree bag.

Do you pick up TV’s?

We no longer pick up any tube type TV’s, floor model TV’s etc. We only pick up flat screen TV’s in good working condition. We only accept items that for one person can easily lift and carry as stated on our website at helpvets.com.

Do you pick up Mattress & Box Springs?

As a general rule, we only accept mattress and box springs that are small and light enough for one person to easily lift and carry. Sorry, but we are not able to come into your house, garage, car port, back yard or pull into/back into any driveway.
*If you live in Charlotte or Memphis area they do not pick up Mattress and Box Springs
Donation Pick Up Areas

Where should I put my donation?

Please be sure to have your items marked and clearly visible from the street. If your items are not clearly marked our drivers will not take them. This is to ensure that we do not accidentally take something that is not meant for us.

Can your driver come into a garage?

Drivers are not allowed to come into your house, garage, car port, back yard or pull into/back into any driveway.

Can your driver come into a carport?

Drivers are not allowed to come into your house, garage, car port, back yard or pull into/back into any driveway.

Can your driver come into a house?

Drivers are not allowed to come into your house, garage, car port, back yard or pull into/back into any driveway.

Can your driver come into a business?

Drivers are not allowed to come into any business.

Can your driver come into my back yard?

Drivers are not allowed to come into your house, garage, car port, back yard or pull into/back into any driveway.

How do I verify my address?

Log into your Account go to Update My Information to verify your address

How do I reset my password?

Instructions on how to request a new password

• 1. Go to Login
• 2. Click Forgot Your Password?
• 3. Enter your email address
• 4. Click Send Password Reset Link
• 5. Go to your email inbox
• 6. Open our Email Verification email
• 7. Click the Password Reset Link
• 8. Enter a new password

How do I schedule a pick up?

On our Main Page enter your zip code and you will be taken to account setup page.

I do not live in an apartment

Log into your Account and remove all the information if the Apartment field. This will fix the issue and then you will be able to schedule a pick up.

I did not receive a bag in my envelope

We are no longer able to provide the bags with our mailers. In the future, you can use your regular kitchen bags, boxes, whatever you may have. Just be sure to have your items marked in some way that our drivers can see from the street. You can mark your items, or even simply attach the envelope you received in the mail.

I did not receive a tax deduction receipt

I need a pick up time

Unfortunately due to several factors, we are not able to guarantee a specific time for pickups.

Your driver missed my pick up

We do apologize for missing you. At this point we can’t be certain exactly why the driver may have missed you. In the meantime, you are welcome to schedule an individual pickup through our website at helpvets.com. Please be sure to have your items marked for VVA and visible from the street. If your items are not clearly marked for VVA, our drivers will not take them. This is to ensure that we do not accidentally take something that is not meant for us. Feel free to contact us with any questions.

When is my neighborhood mail pick up day?

It’s always best practice to go to log into you Account and Schedule A New Pickup for the day that we are in your area.

When will you pick up my donation?

Our drivers start their routes about 7 am and run until they finish.

What does it mean if my pin is expired?

This happens after the pin has expired for security purposes. Please close and reopen your internet browser and then try to reset your password.

Why do I have to mark my items?

Our drivers are not permitted to take anything that is not marked for us to pick up. This is to ensure that our drivers don’t accidentally take something that is not meant for us.