If you don't see your question here, please email us or give us a call. For more information on who we are, our Direct Savings and Impact to the Community (not just Monticello, but all of Piatt County), Volunteerism, and much more; please check out our Annual Report page.
What’s your return policy?
We do not provide refunds or exchanges. We advise everyone to check their merchandise carefully for flaws or common issues before purchasing. Items in the shop are sold as-is. There are few exceptions to this policy. However, if you have a question about an item you purchased, please contact a manager on duty and they will assist you.
Can I purchase items over the phone?
NO….All items are first-come-first-serve in our resale shop. Our policy does not allow anyone to reserve items via Facebook comment, messenger, or phone. We share pictures online to give everyone a chance to see what is available and ask questions about items, but you must be physically present in the shop to make a purchase.
Why are there times when you are not accepting donations of items?
If we close our donation dock, these closures are due to the high heat index. It is unsafe for our team members to be outside doing the heavy dock work in these conditions. It is extremely rare for us to close to donations due to lack of space. This typically only happens on super-busy Saturdays when many people bring very large loads in.
How Can I help?
- Volunteer at the shop or in the domestic violence program
- Become a domestic violence advocate
- Assist with fundraising
- Assist with administrative tasks
- Help with community outreach and education opportunities
- Shop at our resale shop
- Become a monthly supporter of our SEEDS program
Are you in need of any items that I can donate? (Our Wish List)
Yes! We are always in need of specific items for the shop and the domestic violence program and shelter. The following is a list of items that are always in demand.
- Safety pins
- Black Sharpies
- Rubber bands
- Ziplock bags of all sizes except snack size
- Clorox wipes
- Glass cleaner
- Paper towels
- Scotch tape
- Batteries....especially AA and AAA
- Blank stickers (garage sale style)
- Liquid hand soap
- Toilet paper
- Toiletry items such as shampoo, toothbrushes, toothpaste, etc.
- White trash bags - drawstring
- Shopping bags
How does it work with volunteers’ shopping and buying?
Our volunteers provide us with $100,000+ per year in free labor. We would not exist if not for them. Anyone who volunteers for a 2-hour shift or more is eligible to make their purchases with a 50% discount at the end of their shift. Our volunteer policy allows volunteers to purchase any items that have been researched, processed, and priced by our trained pricing team. There IS AN ADVANTAGE that volunteers get to see items first because they are there working. We are grateful that this advantage is one way we can thank them for their tireless and constant service. Anyone can volunteer if they, too, would like to gain this advantage. We believe they will quickly learn that there are many amazing reasons to be a part of this team that go far above and beyond shopping.
How is the pricing on items in the resale shop determined?
There are a lot of factors that we have to take into consideration when pricing items. It can sometimes be a tough balancing act when you consider:
- We have a lot of operational costs with two facilities and staff to maintain, but we want to provide things at affordable rates.
- We have to respect both the donor AND the shopper. A shopper may be upset at what they perceive as a high price, while the donor may be upset when their valuable donated item is priced too low.
- Some people buy items in our shop and re-sell them for profit but get angry if WE are the ones making that profit.
- We have shoppers who are on very tight budgets but we also have shoppers who love buying from us to support the mission even though they could shop elsewhere.
- One person feels something is overpriced and the next person is ecstatic at a great deal they got on the same item/same price.
The bottom line is there is never an answer that satisfies everyone. Everyone looks at things from different perspectives.
Our solution comes through balance. Our pricing makes certain that 75% of the items in our shop are available for $1.00 or less. The other 25% get priced higher to help boost the sales. We focus on NEED and ensure that NEEDS are available in the $1-2 range as we would never want someone in need to go without. We also help other organizations keep their supplies stocked for giveaways to those who cannot pay anything.
Where does the money from the resale shop go?
The resale shop is our primary source of funding, supplemented by donations. We do not receive any government funding for the services we provide. The funds we generate through our resale shop go to three primary areas:
- Bills and overhead – We have two facilities to pay for and maintain, the resale shop and the Neighbor House. For both facilities, costs include things such as mortgages, insurance, utilities, repairs, and maintenance, etc.
- Payroll and payroll taxes – We have a team of 12 staff: 4 are full-time and the remainder are part-time. These staff are supplemented by volunteers who give their time on average of 800-1,000 hours per month.
a. Having paid shop staff has allowed us to move the resale shop from 3 days per week to 6 days per week.
b. We have been able to hire a live-in houseparent for Neighbor House. This has allowed us to offer shelter on a longer-term basis than we were able to in the past. This has also enabled us to provide Bible Studies and powerful healing support groups to those in need.
c. We have been able to hire a Director of Operations, a new position for this mission. This position is a mix of client care, community awareness and education, fundraising, and collaboration. This has been a critical component in our growing collaboration with other entities and has allowed us to reach more of the victims needing our services.
- Client Needs – Many victims of domestic violence do not need shelter but have many other obstacles that get in the way of their freedom and well-being. Our funding allows us to look at each person individually, assess what their obstacles are, and remove as many as possible.