Donation Acceptance Policy
v1.0 Draft · Applies to all product accepted at donor sites, at the dock, and during scheduled pickups
Purpose: This policy exists to protect the people we serve, our storage capacity, and our staff's time. Accepting product we cannot distribute safely or efficiently does not help anyone — it creates waste, consumes freezer space, and delays products that actually reach families. When in doubt, refer to this document or contact a supervisor before accepting.
Food — All Categories
- Fresh produce (fruits and vegetables) in sellable condition
- Canned goods — vegetables, fruits, beans, soups, meats
- Dried goods — rice, pasta, flour, beans, lentils, cereal, oats
- Frozen meats, poultry, and seafood — must arrive frozen solid
- Refrigerated meats and dairy — must arrive at or below 40°F
- Prepared and packaged foods — meals, deli items, bakery
- Snacks — chips, crackers, granola bars, cookies, candy
- Condiments, sauces, oils, and dressings
- Baby food and infant formula — commercially packaged only
- Shelf-stable meals and entrees
Beverages
- Bottled water and bulk water — all sizes
- Juice and juice drinks — shelf-stable and refrigerated
- Sports drinks and electrolyte beverages
- Coffee, tea, and hot beverages
- Milk and shelf-stable dairy alternatives (oat, almond, soy)
- Non-alcoholic beverages of all kinds
Alcoholic beverages: do not accept without supervisor authorization.
Health & Personal Care
- Vitamins and dietary supplements — commercially packaged
- Over-the-counter medicines — pain relievers, cold/flu, antacids, allergy
- First aid supplies — bandages, gauze, antiseptic
- Alcohol wipes, hand sanitizer, and disinfectants
- Baby care items — diapers, wipes, formula
- Personal hygiene — soap, shampoo, toothpaste, deodorant
- Feminine hygiene products
- Masks and basic PPE
Prescription medications: never accept under any circumstances.
Household Essentials
- Toilet paper, paper towels, and tissues
- Dish soap, laundry detergent, and cleaning supplies
- Trash bags and storage bags
- Aluminum foil, plastic wrap, and food storage items
- Basic kitchen supplies — plates, cups, utensils (disposable)
- Pet food — commercially packaged
Household items are secondary to food, water, and health supplies. Accept when space allows.
Drivers have authority to refuse product on-site that falls into any category below. You do not need supervisor approval to decline a clearly refusable donation. If a donor pushes back, be respectful, cite this policy, and offer to have leadership follow up. Do not accept product you are unsure about just to avoid the conversation — contact your supervisor.
Non-Food, Non-Essential Items
- Appliances of any kind — air conditioners, fans, microwaves, refrigerators
- Furniture — chairs, tables, sofas, mattresses
- Clothing and textiles
- Electronics — TVs, computers, phones, cables
- Tools, hardware, and building materials
- Toys, games, and recreational equipment
- Books, media, and office supplies
- Décor, holiday items, and miscellaneous household goods
We are a food bank. These items cannot be processed, stored, or distributed through our channels. Refer donors to appropriate organizations.
Unsafe or Unidentifiable Product
- No ingredient label — cannot distribute to clients with allergies
- No expiration, best-by, or use-by date — cannot determine safety
- Home-packaged or home-canned food of any kind
- Unlabeled bulk product with no commercial origin
- Product with labels in a language staff cannot verify for safety information
- Prescription medications or controlled substances
- Opened, partially used, or repackaged consumables
Compromised Condition
- Visibly moldy, rotten, or decomposing product
- Swollen, dented, or severely damaged cans
- Broken seals or tampered packaging on any product
- Perishables that arrived warm — refrigerated above 40°F, frozen above 10°F
- Product with evidence of pest infestation or rodent damage
- Strong off-odors indicating spoilage or contamination
- Product past its expiration date at time of pickup
Bulk Frozen — Capacity Restrictions
- Bulk frozen product exceeding available freezer capacity
- Frozen product with no clear distribution plan or agency partner
- Frozen product that will expire before it can be distributed
- Unpackaged or loose frozen product with no labeling
See bulk frozen callout below. When in doubt about capacity, contact the warehouse before accepting a large frozen load.
⚠ Special Guidance — Bulk Frozen Product
Bulk frozen donations are one of our highest-risk acceptance scenarios. Freezer space is limited, FEFO rotation is difficult at high volume, and large loads of frozen product have directly contributed to expiry waste.
- Before accepting any bulk frozen load (4+ pallets), contact the warehouse to confirm available capacity.
- Confirm the product has a realistic distribution path — an agency partner that can take it within the timeframe before expiry.
- If capacity is uncertain, it is better to accept a partial load than to refuse entirely. Discuss with the donor and your supervisor.
- Never accept bulk frozen product just because it is available. Volume alone is not a reason to accept.
- Document all partial refusals — what was offered, what was taken, and why.
Visually inspect before loading anything
Look at the product before you touch it. Check for mold, odors, pest evidence, compromised packaging, and obvious temperature issues. This is your first and most important filter.
You are not obligated to load product that fails visual inspection. A polite refusal at this stage is far easier than a return trip or a dock rejection.
Check label, date, and packaging integrity
Every product must have a legible ingredient label and a visible expiration, best-by, or use-by date. Packaging must be commercially sealed. If any of these are missing — refuse the product.
Home-canned, unlabeled, and undated product are automatic refusals. No exceptions regardless of donor relationship.
Assess product type — food, beverage, health, household, or other
If it does not fit into an accepted category, do not load it. Appliances, furniture, clothing, electronics, and miscellaneous goods are not accepted under any circumstances.
When a donor offers non-food items, be respectful — they are trying to help. Thank them and suggest they contact local thrift organizations or donation centers.
For perishables — check temperature before loading
Refrigerated product must be at or below 40°F. Frozen product must be frozen solid (at or below 10°F). Record the temperature. If out of range, do not load and contact your supervisor.
A donor's cooler or freezer being set to the right temperature is not sufficient confirmation — take the product temperature, not the equipment temperature.
For large or unusual loads — call the warehouse first
If the donation is significantly larger than expected, is predominantly bulk frozen, or contains product types you have not handled before, call the warehouse before loading. Confirm capacity and get verbal authorization.
It is never wrong to make a phone call. It is always wrong to accept a load that creates a capacity or safety problem downstream.
Document what you accepted and what you declined
Record the donation details, any items refused and the reason, temperature readings for perishables, and any donor communications about partial refusals. This documentation protects you and the organization.
Refusing a donation is not a rejection of the donor's generosity — it is a protection of the people we serve and our ability to operate. Handle refusals with care and consistency.
Pending confirmation: Specific escalation contacts for on-site refusal disputes and partial load authorization thresholds are pending confirmation from Distribution Services leadership. When confirmed, this document will be updated with names and direct contact numbers.