Customer support

 


ReStore offers contactless curbside pick-up and contactless doorstep delivery for all online orders. Contactless curbside pick-up is available for approved donations. Entry into homes or condos is not currently permitted.

Please note that we are currently closed for in-store shopping. Please find our curbside pick-up and donation hours here.

 

Our customer service inbox is managed Monday through Friday during business hours.
1 Online Orders
1.1 What payment methods do you accept?

We accept Visa, MasterCard, and Pay Pal. Visa Debit and MasterCard Debit are also accepted if you have enabled these services with your financial institution.

1.2 What is your return policy?

In response to the ongoing situation surrounding COVID-19, we are unable to accommodate returns at this time. Specifications and measurements are listed on the product page. We encourage you to pay special attention to item measurements. If you need more information, please get in touch with us.  

 

If there are any issues with your order, please make sure to get in touch within 7 days of receipt. 

1.3 Why was my order cancelled?

Due to the unique nature of our products and shared inventory in-store and online, sometimes an item ordered is out of stock. You will receive an e-mail notification and a refund, if an item in your order is unavailable.

1.4 Where can I pick up my item?

Your items can be picked up from the store at which they are located. If you ordered items from multiple locations you will need to pick up each item separately, as we are unable to transfer items between stores.

1.5 When can I pick up my item?

Habitat ReStore offers in-store pick-up of product ordered online from our twelve distribution locations. Items are tagged with their location.

 

You will receive an e-mail notification with pick-up instructions, including store location and hours after your order has been processed, Monday through Friday. Orders placed online must be picked up from their distribution location within 7 days. Please wait for your "Ready for Pick-Up" e-mail to arrive prior to heading to the store. 

 

We have recently updated our Curbside Pick Up Policy. Please note you will be required to show government issued photo ID upon pick-up. All items must be picked up by the individual who placed the order. 

1.6 Who can pick up my order?

We have recently made some changes to better protect our ReStore customers.

 

All orders must be picked up by the person who placed the order. Please be prepared to show government issued photo ID upon pick-up, and disclose your order number. 

 

If you require special accommodation or a commercial enterprise will be picking up the order, please email [email protected] prior to heading to a ReStore location to discuss additional options. 

1.7 How do I know what location my item is at?

On your invoice, a PDF attachment in your order confirmation e-mail, you will see a an itemized list of the items you purchased. The store location where each item is located is noted in the Description. You will need to pick-up each item individually, as we are unable to transfer items between ReStore locations. If you placed an order for delivery, we will take care of the work for you. All the items in your order will be delivered for a single delivery charge. 

 

On our website, you can shop by location. Additionally, the item's location is listed above the Title of the Item on the product page. 

1.8 Do you offer delivery?

Yes! Please note, in order to ensure the safety of our staff and customers, we are unable to offer in-home deliveries at this time. We cannot enter condos or apartment buildings. All online orders will be delivered to the doorstep, or the garage. We ask that you maintain social distancing at all times.

 

Large item delivery occurs Monday to Friday between 8am and 4pm, excluding holidays. We will contact you by e-mail the day before your item is scheduled to be delivered, and by phone on the day of the delivery 30 minutes prior to arrival. 

1.9 How much does delivery cost?

Items 12” x 24” x 18" or larger will be considered a large item and assigned to contactless delivery with applicable large item fees.

 

Delivery may not available for all items. Extra-large items are not available for delivery and can be purchased with curbside pick up option.

 

LARGE ITEMS

Contactless Delivery (within 7 business days)

         $75

 

SMALL ITEMS

Purolator (5-7 business days)

0lbs - 25lbs

$20

Purolator (5-7 business days)

26lbs - 49lbs

$30

Please note that we are unable to ship items with batteries via Purolator.

1.10 Where do you deliver?

Large item curbside delivery is available in: Ajax, Aurora, Bolton, Bradford West Gwillimbury, Brampton, Courtice, East Gwillimbury, Georgetown, King, Markham, Mississauga, Newmarket, Oshawa, Pickering, Richmond hill, Scarborough, Stouffville, Toronto, Uxbridge, Vaughan, and Whitby. If you live outside the delivery zone, you will need to pick up your large items in store.

1.11 Do I need to place separate orders for items located at different stores?

No! You can order products from different ReStore locations on the same order.

 

If you placed an order for Curbside Pick-Up you will need to visit each ReStore location to pick up the unique item purchased from that location. We are not able to transfer items between ReStore locations.

 

If you placed an order for delivery, we will deliver all the items in your order regardless of the store location. Sometimes it's possible that orders arrive in multiple shipments.

1.12 Do you deliver to the US?

We can now ship some small items (under 50lbs, smaller than 12” x 24” x 18") to the US via Purolator. Please note that the receiver is responsible for any applicable duties and taxes upon arrival. Shipping quotes vary and are on a per item basis. Please contact [email protected] for a quote. 

1.13 Can I change my delivery method once my order has been placed?

Once an order is placed, the delivery method on your original order cannot be updated. If you placed an order and selected the incorrect delivery method, please get in touch with us as soon as possible at [email protected] We may be able cancel the order, if it is not already in progress, and you can proceed to place a new order with your desired delivery method.

 

Please note that we are not able to consolidate multiple orders into a single delivery, once they are in progress. 

1.14 What if I refuse my delivery?

In the event that a delivery is refused through our drivers, and the item is returned to the Habitat ReStore, you may not be eligible to receive a refund on the cost of the item, or the applicable delivery fee until our Customer Service Team can review the case. Our full return policy is posted on our website, and all sales are considered final.

 

If the item was damaged in transit after being verified through the original item photos, we will refund the item in full. If there were multiple items in your delivery order, and the full delivery service was provided Habitat ReStore will not offer a delivery fee refund as the services were rendered in full.

 

Please note refunds will not be provided for if items have any irregularities, damages, missing components listed either in the item photos or the description online prior to purchase and specifications and measurements are listed on the product page. We encourage you to pay special attention to item measurements prior to purchase.

 

If there are any issues with your order, please get in touch within 7 days of receipt at [email protected]

 

2 In-Store Purchases
2.1 What is your return policy?

In response to the ongoing situation surrounding COVID-19, we are unable to accommodate returns at this time.

2.2 What payment methods do you accept?

We accept Visa, MasterCard, debit and Habitat GTA ReStore gift cards for in-store purchases only. As a Covid-19 precaution, cash is not accepted.

2.3 Can I place an item on hold?

Due to the unique nature of our products, we are unable to offer holds.

2.4 What are your store hours?

Please click here for GTA store locations, hours and contact information.  

3 Donations
3.1 What types of items do you accept?

Our Habitat ReStores accept donations of new and gently-used home furniture and decor, appliances, kitchen and bath fixtures and other renovation items, as well as donations of overstocked, seconds, used, discontinued items and salvageable household and home improvement building materials from manufacturers, stores and contractors.

 

Donated items must be in good, working condition. ReStore will not accept items that are:

 

  • Damaged, broken or excessively stained or dirty
  • Mildewed, moldy or water damaged
  • Hazardous waste and industrial supplies
  • We do not accept clothing or household mattress or book donations
3.2 How can I donate to ReStore?

Thanks for thinking of us! You can drop off donations that meet our criteria to any of our ReStore locations during our donation hours. Sometimes stores may be full, so it's recommended to call ahead before dropping an item off.

 

If you want to arrange a pick-up, please fill out the donations request form (including photos) and a Donations Coordinator will get in touch with you.

3.3 How do I prepare for a donation pick up?

Habitat ReStore will pick-up approved that are door-front or on the driveway/in the garage. We cannot enter homes or condos at this time.

 

Please ensure donation items are cleaned, disinfected and ready for pick-up.

 

If you have any flu-like symptoms, we ask that you remain isolated and make alternative arrangements or delay your donation.

 

PLEASE NOTE: The health and safety of all our donors, customers and employees is our top priority. we reserve the right to refuse or reschedule any type of pick-up or delivery if safety protocols are not up to our standards.

3.4 Who do my donations and/or purchases support?

When you donate to or shop at one of our Habitat ReStores across the GTA, you’re helping to improve and strengthen families in your community — as well as the environment.

 

All ReStore proceeds directly support Habitat for Humanity GTA’s home building projects. Through our affordable homeownership program, Habitat GTA helps local working, lower-income families, who are living in unsafe, substandard housing, to build strength, stability and self-reliance.

 

Your ReStore donations and purchases also mean that your perfectly re-useable household items and materials are recycled and given a good home, rather than going to waste.

4 Pricing
4.1 How does Habitat ReStore price its items?

We strive to price the new and used donation items we receive at the lowest price if not one of the lowest prices on the market.

We do this by:

  • Researching how much the items or equivalent items sell for at other retailers, and assessing the condition of each item we receive when we first accept it, and once again when it arrives at a Habitat ReStore location
  • If we can’t find comparable pricing, we base it on our sales experience, and how in-demand the items are at any given time.
  • We also base pricing on the volume of specific items we have in stock at each store

For more information on how we price our items and why click here.

4.2 Are prices negotiable?

No, we price our items accordingly and list the selling price of all items in-store and online.