Frequently Asked Questions | Goodwill Central & Southern IN

Frequently Asked Questions

General

Q. I don’t live in central or southern Indiana. How do I contact my local Goodwill?
A. Visit the store locator at goodwill.org to find your local Goodwill.
Q. Can I volunteer or perform community service hours at your store?
A. We can often accommodate individuals needing volunteer or community service hours. Please contact the store you are interested in working at, and ask to speak with a manager for more information.
Q. Is Goodwill a nonprofit?
A. Yes, we are. Like many other charitable organizations you’re familiar with, we have IRS 501(c)(3) nonprofit status. We don’t have an owner or shareholders. Our revenue goes to support our mission to help individuals and families in central and southern Indiana become more economically self-sufficient. Primarily, we do this through employment, education and health services. You’ll find us listed at well-known websites that review nonprofits, like Charity Navigator and GuideStar. All Goodwills throughout the country are independent, nonprofit agencies governed by local, volunteer boards of directors comprised of community and business leaders.

Shopping

Q. Are Goodwill’s prices negotiable?
A. Prices are not negotiable, and Goodwill does not give price adjustments for items purchased prior to being marked down for sales. These pricing policies only apply to Goodwill stores within central and southern Indiana.
Q. Can I return my purchase?
A. Please review the return policy located here.
Q. Can you tell me if you have any _____ for sale at your stores?
A. Unfortunately, no. Our inventory is constantly changing, so there’s no way to know where/when we’ll have specific items for sale. But we do post quite a few pictures of products on Facebook, so like us.
Q. Can I pick up an online purchase in person?

A. Yes, if you win an auction bid at shopgoodwill.com and wish to pick it up from Goodwill in Indianapolis, you may do so. Please call 317-524-4352 or email clickcustomerservice@goodwillindy.org to schedule your pickup.

To maintain social distancing, please help us follow the below guidelines:

  • We are strictly limiting the number of customers per day allowed to pick up items 
  • Walk-ins are not allowed- this will be strictly enforced
  • Customers must be able to load, lift, and carry all of their items
  • Customers must provide their own packing materials
  • Face coverings are required (per Marion County mandate)
  • If you miss your scheduled time, please call to reschedule.  
  • Curbside pickup is available
Call customer service with questions or concerns. Please have your order number ready.

Pick-up hours: Monday – Friday, 9 a.m. to 5 p.m. (closed major holidays) 

Pick-up address: 4105 N. Franklin Road, Suite 90, Indianapolis, IN 46226  

Donating

Q. What items does Goodwill accept?
A. You can find a list of acceptable donations here.
Q. Are there types of donations Goodwill can’t accept?
A. Yes. You can review that list here.
Q. What if I accidentally donated an item? Can I get it back?
A. Goodwill is not typically able to locate and return items that are unintentionally donated. Donors should always check their donations for valuables, cash or any documents containing personal information before bringing them to Goodwill.
Q. Do you have any programs to donate cars or other items to individuals or causes in need?
A. All donations to Goodwill are sold by Goodwill in order to support our mission to help individuals and families become more economically self-sufficient. We do this by providing employment, skills training, education and other services, which are all supported by the sale of donated goods. While we do not have a program to donate the items we receive to others, we can offer clothing vouchers to organizations that run Goodwill donation drives. We also suggest that individuals in need contact Connect2Help (dial 2-1-1) or their township trustee’s office.
Q. What does Goodwill do with my donations?
A. We give every donation as many chances to be sold as possible, maximizing the revenue we can generate to support employees, students, families and others. Donations are first sorted to determine those items that will be sold on the retail sales floor. Items that are not sold at retail stores are typically sent to one of our outlets stores where they are sold by the pound. A small percentage of items are sold online. If items do not sell at the outlet stores, they are recycled or further sorted (plastics, non-ferrous metals, etc.) for secondary-market sales. All revenue generated from the sale of donations stays local, helping thousands of Hoosiers each year. See how your support matters.
Q. Why does Goodwill throw some items away?
A. When Goodwill receives items that we can’t sell, such as broken, torn or damaged items and products that have been recalled by the Consumer Product Safety Commission, we are forced to dispose of those items for the safety of our customers. The fees for disposal of these items raise our expenses and reduce the revenue available for employment and education services. Our relationships with recyclers and other buyers of bulk materials (fabrics, metals, etc.) do help us to keep tens of millions of pounds of items out of landfills every year.
Q. What can I do with items that Goodwill doesn’t accept?
A. There are a number of local resources available to help you safely and securely dispose of unwanted items that Goodwill can’t accept:

  • Documents containing personal information – such as medical records, tax records, bank statements and more – can be securely shredded by companies including Shred-It and Shred Monkey. Visit their websites for specific locations and costs.
  • College Hunks Hauling is a Goodwill partner that can remove items (including items Goodwill can’t accept) from anywhere on your property. They will deliver acceptable items to Goodwill while properly disposing of items Goodwill can’t accept. There is a fee for this service, but Goodwill donors receive a discount.
  • Need help disposing of a non-working television? Many communities, the state of Indiana and even some stores have recycling programs. Visit our resource page to learn how you can safely and properly dispose of a non-working television. It is against state law to dispose of a television with regular trash services.
  • Your local trash pick-up usually can remove items on their “heavy pickup” days. Gas tanks should be removed from grills and other gas-powered equipment and disposed of at a toxic waste site before these items can be picked up. Call your local trash pick-up service for details and pickup information.
  • Household paint products, gasoline, pesticides, lead acid batteries and many other household products and chemicals can be taken to ToxDrop locations throughout Indianapolis. ToxDrop’s days and hours vary, so please check their website or call 317-327-2234 for more information.
  • Car batteries can be dropped off at Ace Battery, 2166 Bluff Road, Indianapolis. Ace Battery does not accept nickel cadmium batteries. For hours or more information, call (317) 786-2717.

“People with disabilities will work harder than anyone else in your office. We’re the most loyal employees because we want to show how much we want to be here to work. We’re loyal, punctual and hard-working — just give us a chance.”

Bobbie Jo Franson

Rewards

Q. What is the Goodwill Rewards program?

A. Rewards is our way of saying “thank you” to our loyal shoppers and donors. Since 2011, Goodwill has rewarded our customers with everyday savings and surprise rewards, too. In 2022, Goodwill Rewards is taking a leap forward to be even better for all our shoppers:

  • Rewards based on how much you shop
  • Earn rewards faster
  • More rewards for email subscribers

And we’re keeping what customers already love about Goodwill Rewards:

  • Access to your online account
  • Donation tracking
  • Birthday rewards
  • Surprise rewards
  • And more!
Q. What is the difference between the two tiers?

A. Rewards customers will now be broken down into two separate tiers: Rewards VIP and Rewards Members.

  • Rewards VIP - Members who spend $125 or more each year are members of Rewards VIP, and they receive 10% off purchases of $20 or more, all the time.
  • Rewards Member - New members and members who spend less than $125 a year are Rewards Members, and they earn a 10% off reward to be used on their next purchase every time they reach $25 in purchases – whether in one day or over the course of a few weeks.
  Rewards VIP
(spend $125+ per year)
Rewards Members
(spend less than $125 per year)
Non-Members
10% off every purchase of $20 or more    
Earn a 10% off reward to use on your next purchase every time $25 in purchases are accrued    
Surprise rewards all year long
if member subscribes to emails

if member subscribes to emails
 
Birthday rewards  
Online access and donation tracking
if member subscribes to emails

if member subscribes to emails
 

 

Q. Who is eligible to join?

A. All Goodwill of Central & Southern Indiana shoppers and donors! Whether you shop at one of our 70+ retail locations or one of our Outlet stores -- you can earn rewards! Donors can also easily keep track of their donation history when they are a member of Goodwill Rewards.

Q. How do I join?

A. Joining is free and easy! Sign up in-store or on your own device at goodwillindy.org/rewards.

Q. Do I have to provide a phone number to sign up?

A. A phone number is required in order to sign up for a Goodwill Rewards account. We use your phone number as the unique identifier to match your purchases to your Rewards account. Only one phone number per account is allowed.

Q. Can I sign-up for Goodwill Rewards without an email address?

A. Currently, we are not requiring customers to provide their email address, but we do strongly encourage it. Rewards members who subscribe to our emails will also receive special offers throughout the year. Those without an active email address who do not subscribe to our emails will not be eligible for these special rewards. You can register your Rewards account online at any time by visiting rewards.goodwillindy.org.

Q. Can I get a Rewards card?

A. We no longer provide physical Rewards cards to customers. We will be looking customers up by their phone number or name to apply their Rewards account to their purchases. If a Rewards customer has a physical card that they’d like to use, please feel free to scan their card.

Q. How do I use my Goodwill Rewards account without a physical card?

A. Simply give the cashier the phone number associated with your Rewards account every time you check out. You can add donations to your account by logging into your Rewards Account portal.

Q. What type of rewards do I receive?

 

  • Members who spend $125 or more each year are members of Rewards VIP, and they receive 10% off purchases of $20 or more, all the time.
  • New members and members who spend less than $125 a year are Rewards Members, and they earn a 10% off reward every time they reach $25 in purchases – whether in one day or over the course of a few weeks.
  • Rewards members who subscribe to our emails will also receive special offers throughout the year. Make sure to ask your cashier if you have any rewards to use!
  (spend $125+ per year) (spend less than $125 per year)
10% off every purchase of $20 or more

 
Earn a 10% off reward every time $25 in purchases are accrued

 

Surprise rewards all year long
(if member subscribes to emails)

Birthday rewards

Online access and donation tracking
(if member subscribes to emails)

Q. Where can I use my Rewards after I earn them?

A. That depends on the Reward! Some rewards will be available at our Retail stores only while others will be available at both our retail and outlet locations. We will always include this type of information in any email communication we send regarding each Reward.

Q. How many rewards can you use at one time?

A. One reward can be used at a time. Advise the cashier during your purchase which reward you would like to use or not use. 

Q. Do my rewards expire?

A. That depends on the Reward! Reward expiration dates will be included in any email communication regarding the reward. You can also find the expiration date for each reward by logging into your online Rewards account.

Q. Can my rewards be loaded manually after my transaction has been completed?

A. Your account must be used during each purchase and donation to be tracked. We cannot backdate receipts or donations.

Q. How will I learn about what rewards are available to me?

A. To check your rewards, log in to your Goodwill Rewards account, and then click on My Rewards, or, you can check your rewards at any register at a Goodwill store. You will also find out about upcoming rewards through email and store promotions.

Q. Can Goodwill Rewards be used on online purchases, i.e., shopgoodwill/clickgoodwill?

A. No, Goodwill Rewards cannot be used for online purchases at this time. Goodwill Rewards can only be used at our retail and outlet locations.

Q. How do I log in to my Goodwill Rewards account?

A. Click here to log into your Rewards account. You can also reset your password.

Q. Can my family members use my account?

A. Yes, however it is encouraged that each family member sign up for their own account. Our philosophy is if you are old enough to shop at Goodwill you are old enough to receive rewards.

Q. What happens if I lose my Goodwill Rewards Card?

A. A physical Goodwill Rewards card is no longer needed. Please use the phone number associated with your account to use your rewards!

Q. What are the benefits of having my birth date?

A. During the month of your birthday you will receive a birthday reward. If you choose not to provide your birthday we cannot give you this reward.

Q. Will I receive lots of emails or mail from you?

A. You will receive notices of your upcoming Rewards and advance notice of sales and promotions. We aim to only communicate via email when necessary. No one likes a cluttered inbox.

Q. Can my Rewards purchase be tax exempt?

A. Tax exempt purchases are not eligible for any rewards benefits, including sales, promotions, discounts or coupons. To receive rewards, you should create a new, personal account (charging tax) separate from the existing tax exempt account to get rewards.

Q. Why do I have to sign up for Goodwill Rewards to use my tax exempt certificate if I am unable to earn any rewards?

A. Signing up for a Goodwill Rewards account allows us to keep your tax exempt documents on file, meaning you do not need to present your tax exempt documentation each time you shop in order to not pay sales tax on your purchase. Simply give the phone number associated with your Rewards account to receive your tax exemption.

Q. My tax exemption did not work on my purchase. Why?

A. This issue can occur when your tax exempt documentation is expired. Please bring in your valid tax exemption documentation to reactivate your exemption. Without a valid exemption document on file, you will not be able to make tax exempt purchases.

Q. How are my donations tracked?

A. Each time a donation is made and your account is used, an entry will be made to your online account. Then when you log in to your online account you can itemize your donation entry for that donation transaction. Records are kept on a calendar year basis for tax purposes.

Q. How do I use my Rewards account to track donations without a card?

A. Whenever you make a donation, simply give your phone number to associate your donation with your Rewards account. Then, when you log into your online account, you can itemize your donation entry for that donation transaction.