FAQs
General
How does Helpsy get their clothes?
Great question! We operate thousands of clothing bins, you can find your closest one here. We collect the clothing from these bins and sort them in one of our warehouses. We have warehouses in Eatontown, NJ; White Plains, NY; King of Prussia, PA; and Woburn, MA.
We also work directly with brands, thrift, and consignment stores to help manage their excess inventory.
In addition, we are the state of Massachusetts's textile recycling partner. Here is some more information on that partnership, as of June 2024.
We also offer home pickups for individuals in certain areas who wish to dispose of their clothing and have three or more bags. Check out this link for more information on our home pickups. We partner with Career Wardrobe to offer home pickups in Bucks, Chester, and Montgomery counties in Pennsylvania. Visit this link for more information on that partnership.
I want to purchase -- How do I start?
You've got options.
Browse our Helpsy Source website, add your desired products to your cart, and then check out when you have finished your shopping experience. At checkout, you'll notice that we provide a variety of payment options, including Klarna & Sezzle, to ensure that your transaction goes as smoothly as possible.
Contact one of our salespeople for a custom order. This works well for those who are looking for larger, bulk orders, when our volume pricing can come into play. It's also helpful to work with a salesperson so they can keep in touch throughout the duration of your order process, including to help remediate any quality concerns you may have.
To work with a salesperson, visit the Custom Orders section at the top of our Help Center.
Can I source inventory in person at your warehouse?
We occasionally offer in-person shopping appointments, which our sales team will advertise in advance.
We collect between 65k-80k pounds of clothing per day, so our warehouse teams are busy with not only sorting and condition checking, but also fulfilling all orders out of our warehouses.
Thus, we try to invite resellers to come in person and check out our operations whenever we have the capacity.
Will Helpsy Source ever ask me to email them personal information?
No, Helpsy Source will never solicit your personal information through an email, Instagram DM, or any other route. This includes usernames, passwords or credit card details, etc.
If we require any personal information from you, we will contact you by phone or send you an email requesting that you contact us back.
If you receive an alarming email asking for personal information that appears to be from helpsysource.com, we ask you to not respond and immediately forward it to [email protected].
Do you require a reseller license/certificate to be able to order?
No, our product is available to the public and no special certifications or licenses are needed.
If you do have a reseller certificate and your state collects taxes on clothing sales, send an email to [email protected], attach your certificate, and our customer service team will upload it to your account for you.
What kind of sizes can I expect in my order?
Great question -- but we want to be clear: we don't typically sort for sizes.
Our warehouses collect up to 80k pounds of clothing per day and our sorting team is comprised of 14 people, with 6 additional people on fulfillment. We sort by gender, brand, and condition, with each of our sorters thoroughly checking each garment and logging it before it gets packed into a box.
Unfortunately, we don't have the capability to track sizes and thus guarantee any kind of ratio on your order. The same goes for one pieces versus separates on a swimwear order, for example, or any other category (unless your order is category-specific and noted as such on the invoice).
I purchased a box before it went on sale, can I get refunded the difference?
We aren't able to offer any refunds for inventory that was purchased before a sale. Our inventory and prices are constantly being evaluated and changed, so we aren't able to retroactively apply a sale price to an order that has already been placed.
We apologize for any inconvenience.
What is the protocol for getting a refund/replacement on my order?
We will be sure to work with you to rectify any of our mistakes, so just reach out to us at [email protected].
Here is our protocol:
You let us know something went wrong by emailing [email protected].
We ask for some photos of the inventory. This purpose is twofold:
1. For our customer success team to understand the extent of the damages, and;
2. For our warehouse team to understand what should and shouldn't pass the condition check.
We can review the damage policy together, to ensure that the order qualifies for recourse.
After receiving the photos, we confirm with you whether a replacement or refund is best, according to the customer's needs.
In both cases (refund or replacement), we will ask for the items back. That way we can get your refund or replacement sent out ASAP. We'll be sure to provide shipping labels.
If you have any questions regarding this protocol, please don't hesitate to email [email protected].
I forgot to apply my discount code -- What can I do?
Once an order is submitted, we are unable to retroactively apply discount codes on your behalf. Please make sure to double check that you've applied any discounts before you place your order.
Shipping
How long does it take for my order to ship?
Our current fulfillment timeframe is 14-20 business days from the day the order was placed. Our warehouse team is comprised of 14 sorters and 6 people in fulfillment who can process between 15 and 25 orders per day. Our warehouses receive up to 80k pounds of clothing per day, and our team is not only sorting, but also condition checking and packing each order, so they work hard to ensure you receive your order within this timeframe.
We update tracking as soon as it's available, and the majority of all orders are fulfilled within this outlined timeframe.
If we are still within the 14-20 business day timeframe from when your order was placed, we are not able to cancel your order. However, we do have a 24-hour cancellation period, starting when the order was placed, during which you can reach out in case you need to make any changes or cancel your order for whatever reason. Otherwise, after this 24-hour period, we have up to and including 20 business days to fulfill your order.
If we have surpassed 20 business days from when your order was placed, we can cancel your order for you. Reach out to [email protected] if this is the case and you'd like us to cancel/refund you. We work hard to ensure all orders go out before this deadline.
Please note that our operations are closed on major holidays such as New Year's Day, Memorial Day, Independence Day, Labor Day, Thanksgiving Day, and Christmas Day.
I placed my order in error. How can I cancel it?
Regular orders placed on our website are able to be cancelled within 24 hours. To do so, you may log into your customer account on our website and select the option to cancel the order on the order summary dashboard.
Custom orders can be cancelled, also within 24 hours, by contacting the salesperson with whom you placed your order.
How are pallets shipped?
Pallets are shipped via freight, which requires a liftgate and pallet jack at delivery. We provide the liftgate and pallet jack by default on all pallet orders. If you'd like, you can coordinate your own freight shipping with your salesperson. Otherwise, we typically choose the freight company that is most cost effective and trustworthy.
If you are unable to accept pallets at your location, for an additional charge, our team can pack your pallet into boxes and ship them individually. However, we require advance notice for this. Please contact us before placing an order to inquire if this is an option for the product you want to buy.
My order arrived and the box is damaged -- What should I do?
We're sorry to hear that. If you find that your order has arrived and there is damage to the box itself, that is an issue on the carrier's end. If you find that the contents of your order are damaged, that's on our end, and you can find more info on that in the Condition & Damages section of this Help Center.
If your box is damaged, the quickest way to resolve this issue is by opening a claim with FedEx at here. The carrier is responsible for the boxes as soon as they leave our warehouse, so FedEx is the proper contact for mediating damages to packages.
Once you've opened a claim, please send us an email at [email protected] so we can work on your replacement package. Please include a photo of the box as you received it and your order number. We will work on getting you a replacement ASAP.
My order/tracking information has been stuck at the same stage -- What should I do?
We understand the frustration that arises when a package just doesn't seem to be moving. It is up to the carrier, which is currently FedEx, to ensure that a package is properly updated at each stage.
Typically, our customers report consistent updates on their tracking information, but if you find this is a problem & that your order has been stuck in transit for four or more days, please reach out to us at [email protected] and we will look into it further.
My tracking information says "delivered" but I didn't receive anything -- What should I do?
You will most likely have to file a lost package claim with FedEx. Sometimes, the carrier makes a mistake and the package is lost in transit. In this case, while the customer files the claim directly with FedEx at this link, we will work on sending you a replacement order. Please email us at [email protected] with your order number and stating that your package is missing so we can get started on the replacement.
We apologize for the inconvenience in the event that this happens.
Condition & Damages
What is the condition of Helpsy Source's inventory?
Our motto at Helpsy is Clothes Aren't Trash. We operate the largest network of clothing collection bins on the east coast, so we collect up to 80k pounds of clothing per day. We do recognize, however, that some clothes are basically trash, meaning they are in such bad condition that make them unfit for resale. We connect this inventory with its proper end use, whether that's as insulation or industrial rags, to name a few.
With that being said, our goal and commitment to resellers is to provide you with inventory you can actually resell.
We have a variety of products ranging from New With Tag (NWT)/New Without Tag (NWOT), to secondhand clothing, accessories, and shoes for men, women, & children. We also offer wholesale lots of damaged clothing that are suitable for those who are skilled at repurposing, upcycling, and recycling clothing.
Across all inventory, whether it is first quality (NWT/NWOT) or secondhand, we have a robust & proprietary sorting process that checks for the following:
- Stains
- Pilling
- Holes
- Missing buttons
- Fabric runs/pulls
- Deodorant marks
- Makeup marks
Our sorters look at each garment one by one to assess whether it has any of the above conditions, and an item is rejected from our sort if it is excessively damaged.
What is excessive damage? Large, unwashable stains; major pilling; large holes no where near seams, to name a few. Just because a garment has any of the above listed flaws, it does not mean it will be rejected out of the sort and thus excluded from your order.
A customer should experience more excessive damage on no more than 15% of their order. Flaws such as small, washable stains; minor pilling; holes on seams; these do not count toward the 15% rate and thus can be expected on any number of units across all inventory.
If you find that more than 15% of your order is damaged in severe ways (including but not limited to those bolded above), please send photos of the damages and the barcodes on each unit to [email protected]. We will be sure to fix this for you ASAP.
Is it the same policy for NWT/NWOT clothing as for secondhand?
Yes, our 15% flaw rate and expected flaw list apply equally to NWT/NWOT and secondhand inventory.
My order is damaged, what is the returns/refund process?
First, we ask that you revisit our Damage Policy, which explains what kind of flaws are acceptable and which are not.
Second, please send us photos of the damages as well as the barcodes on each damaged garment. The damage photos help us get on the same page about the flaws you received, and the barcodes help us internally figure out where this inventory came from and how it passed the condition sort, so we can improve in the future.
Then, please wait for a reply from our customer service agent. We only have one person in customer service handling these tickets, so we appreciate your patience.
We will get back to you ASAP with how to proceed to resolve your case.
We apologize for any inconvenience and will be sure to make this right for you!
What is the age of Helpsy Source inventory?
You can expect any age of clothing in your order.
We do not guarantee any ratio of clothes, meaning you shouldn't expect only new styles, on any order.
Our sorting team sorts primarily by brand and condition, taking note of each flaw and ensuring that you receive the correct brand in your order. Our sorting team does not take age of the garment into account, as this is subjective.
Please expect any ratio of current to older styles, and note that we do not offer any kind of compensation for receiving all older styles.
Payments
What payment methods do you accept?
You can pay by credit or debit card at checkout. We accept all major credit cards: Visa, Master Card, Discover and AMEX. We do not accept PayPal.
We also accept payments from Apple Pay, Google Pay, Facebook Pay, and Shop Pay.
Need more time to pay? We are happy to offer extended payment options through Klarna and Sezzle.
Can I do payment terms on my order?
We can accommodate payment terms. If you have a salesperson already, contact them to discuss terms, and if not, please shoot us an email at [email protected] and we'll connect you with someone who can help.
Policies
Damage Policy
All inventory sold by Helpsy Source has been in a retail or warehouse environment prior to being shipped to your door, and this should be kept in mind when placing an order. Items should be expected to show signs of use or wear, even if advertised as NWT/NWOT. For many items, this does not affect their ability to be resold, but may require small attention to blemishes or cleaning.
Expected flaws include:
- Pilling
- Makeup on collar
- Missing buttons
- Minor fabric runs/pulls
- Deodorant stains / marks
- Small holes on seams
- Small, washable stains
- Dust marks
- Holes in pockets
- Odor
These flaws should be expected on all packs. More egregious flaws like major pilling; large, unwashable stains; holes nowhere near seams, are flaws that we consider harder to fix, and therefore we will not send you these kinds of flaws in more than 15% of your order.
In other words, you can receive any combination of any of the above bulleted flaws on any inventory. Flaws that are not included in that list will not appear on more than 15% of your order, so in the case of an order of 40 units, no more than 6 will be flawed in ways not listed above.
If you find that more than 15% of your order is damaged in more severe ways, please send your order number, photos of the damages, and the barcodes on each garment to [email protected] and we will resolve it for you ASAP.
Shipping Policy
Orders destined for the US and Canada are shipped via FedEx. Please note that pallet shipments are limited to the US and are typically shipped via LTL/freight. For international bulk orders, please reach out to [email protected] for assistance.
Please note, we are not responsible for lost, stolen or damaged packages. Once a package has left our facility, the shipping carrier will hold all liability if a package is lost, stolen or damaged.
Fulfillment times may vary, and while some inventory ships promptly, others may require 14-20 business days for processing. We appreciate your patience as our dedicated team operates diligently five days a week to sort, pack, and fulfill orders.
Kindly note that certain orders may be shipped via freight delivery, either in a gaylord, on a pallet or in boxes placed on a pallet.
For Canadian orders, shipping rates are weight-based, and duties/fees are collected at checkout to prevent additional customs charges for customers.
Privacy Policy
Protecting your private information is our priority. This Statement of Privacy applies to https://www.helpsysource.com, and Helpsy Source and governs data collection and usage. For the purposes of this Privacy Policy, unless otherwise noted, all references to Helpsy Source include https://www.helpsysource.com. The Helpsy Source website is an e-commerce site. By using the Helpsy Source website, you consent to the data practices described in this statement.
Collection of your Personal Information
In order to better provide you with products and services offered, Helpsy Source may collect personally identifiable information, such as your:
- first and last name
- mailing address
- email address
- phone number
- social media
If you purchase Helpsy Source's products and services, we collect billing and credit card information. This information is used to complete the purchase transaction.
Helpsy Source may also collect anonymous demographic information, which is not unique to you, such as your:
- age
- gender
We do not collect any personal information about you unless you voluntarily provide it to us. However, you may be required to provide certain personal information to us when you elect to use certain products or services. These may include: (a) registering for an account; (b) entering a sweepstakes or contest sponsored by us or one of our partners; (c) signing up for special offers from selected third parties; (d) sending us an email message; (e) submitting your credit card or other payment information when ordering and purchasing products and services. To wit, we will use your information for, but not limited to, communicating with you in relation to services and/or products you have requested from us. We also may gather additional personal or non-personal information in the future.
Use of your Personal Information
Helpsy Source collects and uses your personal information to operate and deliver the services you have requested.
Helpsy Source may also use your personally identifiable information to inform you of other products or services available from Helpsy Source and its affiliates.
Sharing Information with Third Parties
Helpsy Source does not sell, rent or lease its customer lists to third parties.
Helpsy Source may share data with trusted partners to help perform statistical analysis, send you email or postal mail, provide customer support, or arrange for deliveries. All such third parties are prohibited from using your personal information except to provide these services to Helpsy Source, and they are required to maintain the confidentiality of your information.
Helpsy Source may disclose your personal information, without notice, if required to do so by law or in the good faith belief that such action is necessary to: (a) conform to the edicts of the law or comply with legal process served on Helpsy Source or the site; (b) protect and defend the rights or property of Helpsy Source; and/or (c) act under exigent circumstances to protect the personal safety of users of Helpsy Source, or the public.
Tracking User Behavior
Helpsy Source may keep track of the websites and pages our users visit within Helpsy Source, in order to determine what Helpsy Source services are the most popular. This data is used to deliver customized content and advertising within Helpsy Source to customers whose behavior indicates that they are interested in a particular subject area.
Automatically Collected Information
Information about your computer hardware and software may be automatically collected by Helpsy Source. This information can include: your IP address, browser type, domain names, access times and referring website addresses. This information is used for the operation of the service, to maintain quality of the service, and to provide general statistics regarding use of the Helpsy Source website.
Use of Cookies
The Helpsy Source website may use "cookies" to help you personalize your online experience. A cookie is a text file that is placed on your hard disk by a web page server. Cookies cannot be used to run programs or deliver viruses to your computer. Cookies are uniquely assigned to you, and can only be read by a web server in the domain that issued the cookie to you.
One of the primary purposes of cookies is to provide a convenience feature to save you time. The purpose of a cookie is to tell the Web server that you have returned to a specific page. For example, if you personalize Helpsy Source pages, or register with Helpsy Source site or services, a cookie helps Helpsy Source to recall your specific information on subsequent visits. This simplifies the process of recording your personal information, such as billing addresses, shipping addresses, and so on. When you return to the same Helpsy Source website, the information you previously provided can be retrieved, so you can easily use the Helpsy Source features that you customized.
You have the ability to accept or decline cookies. Most Web browsers automatically accept cookies, but you can usually modify your browser setting to decline cookies if you prefer. If you choose to decline cookies, you may not be able to fully experience the interactive features of the Helpsy Source services or websites you visit.
Links
This website contains links to other sites. Please be aware that we are not responsible for the content or privacy practices of such other sites. We encourage our users to be aware when they leave our site and to read the privacy statements of any other site that collects personally identifiable information.
Security of your Personal Information
Helpsy Source secures your personal information from unauthorized access, use, or disclosure. Helpsy Source uses the following methods for this purpose:
- SSL Protocol
When personal information (such as a credit card number) is transmitted to other websites, it is protected through the use of encryption, such as the Secure Sockets Layer (SSL) protocol.
We strive to take appropriate security measures to protect against unauthorized access to or alteration of your personal information. Unfortunately, no data transmission over the Internet or any wireless network can be guaranteed to be 100% secure. As a result, while we strive to protect your personal information, you acknowledge that: (a) there are security and privacy limitations inherent to the Internet which are beyond our control; and (b) security, integrity, and privacy of any and all information and data exchanged between you and us through this Site cannot be guaranteed.
Right to Deletion
Subject to certain exceptions set out below, on receipt of a verifiable request from you, we will:
>Delete your personal information from our records; and
>Direct any service providers to delete your personal information from their records.
Please note that we may not be able to comply with requests to delete your personal information if it is necessary to:
>Complete the transaction for which the personal information was collected, fulfill the terms of a written warranty or product recall conducted in accordance with federal law, provide a good or service requested by you, or reasonably anticipated within the context of our ongoing business relationship with you, or otherwise perform a contract between you and us;
>Detect security incidents, protect against malicious, deceptive, fraudulent, or illegal activity; or prosecute those responsible for that activity;
>Debug to identify and repair errors that impair existing intended functionality;
>Exercise free speech, ensure the right of another consumer to exercise his or her right of free speech, or exercise another right provided for by law;
>Comply with the California Electronic Communications Privacy Act;
>Engage in public or peer-reviewed scientific, historical, or statistical research in the public interest that adheres to all other applicable ethics and privacy laws, when our deletion of the information is likely to render impossible or seriously impair the achievement of such research, provided we have obtained your informed consent;
>Enable solely internal uses that are reasonably aligned with your expectations based on your relationship with us;
>Comply with an existing legal obligation; or
>Otherwise use your personal information, internally, in a lawful manner that is compatible with the context in which you provided the information.
Children Under Thirteen
Helpsy Source does not knowingly collect personally identifiable information from children under the age of thirteen. If you are under the age of thirteen, you must ask your parent or guardian for permission to use this website.
Disconnecting your Helpsy Source Account from Third Party Websites
You will be able to connect your Helpsy Source account to third party accounts. By connecting your Helpsy Source account to your third party account, you acknowledge and agree that you are consenting to the continuous release of information about you to others (in accordance with your privacy settings on those third party sites). If you do not want information about you, including personally identifying information, to be shared in this manner, do not use this feature. You may disconnect your account from a third party account at any time. Users may learn how to disconnect their accounts from third-party websites by visiting their "My Account" page. Users may also contact us via email.
Email Communications
From time to time, Helpsy Source may contact you via email for the purpose of providing announcements, promotional offers, alerts, confirmations, surveys, and/or other general communication.
If you would like to stop receiving marketing or promotional communications via email from Helpsy Source, you may opt out of such communications by Customers may unsubscribe from emails by "replying STOP" or "clicking on the UNSUBSCRIBE button..
https://helpsysource.com/pages/ccpa-opt-out
Changes to this Statement
Helpsy Source reserves the right to change this Privacy Policy from time to time. We will notify you about significant changes in the way we treat personal information by sending a notice to the primary email address specified in your account, by placing a prominent notice on our website, and/or by updating any privacy information. Your continued use of the website and/or Services available after such modifications will constitute your: (a) acknowledgment of the modified Privacy Policy; and (b) agreement to abide and be bound by that Policy.
Contact Information
Helpsy Source welcomes your questions or comments regarding this Statement of Privacy. If you believe that Helpsy Source has not adhered to this Statement, please contact Helpsy Source at:
Helpsy Source
100 Springdale Rd
Ste A3-293
Cherry Hill, New Jersey 08003
Email Address:
[email protected]
Return Policy
Customers have 14 days after tracked delivery of their package to reach out to [email protected] to request a return. Helpsy Source is not obligated to offer a return to customers who reach out outside of this window. We understand that life happens and it isn't always possible to reach out promptly, so please communicate with your salesperson if you are under any special circumstances.
The circumstances under which Helpsy Source can honor a return include but are not limited to the following:
- When a customer receives the wrong inventory.
We're so sorry about this! This is a mistake on our part and we will send you a return label(s)/replacement right away.
- When a customer receives an excessively damaged order.
Excessively damaged orders are orders where more than 15% of the units are damaged in ways not listed on our Damage Policy.
We are not obligated to offer returns under the following circumstances:
- When a customer just doesn't like their inventory, with respect to sizes, season, categories, or age.
- When a customer changes their mind and doesn't want the inventory anymore.
- When an order is not more than 15% damaged in the specified ways.
You can track your return using the associated tracking number, and please allow 2-3 business days after tracked delivery back to our warehouse for us to process & refund your order. We need this time to process the return, i.e. count the pieces to ensure you are being refunded for the correct amount.
If you find that you are eligible for a return, please email [email protected] with:
- your order number
- your reason for requesting a return
- photos of the damages/barcodes on each damaged garment
and we will be sure to get back to you ASAP.
Tax Policy
We are required to collect applicable taxes for specific states.
If you believe you qualify for tax exemption based on your resale status, we kindly request that you send your resale certificate to [email protected] and we will upload it to your account for you. This certificate will exempt you from taxes on future orders. Please note that this exemption will only apply to orders shipped to the states that honor resale certificates.
For more information, please refer to the following links:
https://help.shopify.com/en/manual/taxes/us
https://help.shopify.com/en/manual/taxes/us/us-tax-reference#state-tax-reference
https://help.shopify.com/en/manual/taxes/us
https://help.shopify.com/en/manual/taxes/us/us-tax-reference#state-tax-reference
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