Auction Policy & FAQs
Buying through an auction is a little different than buying from a traditional store. The good news: it's simple once you get the hang of it. Below are answers to the questions we hear most often.
Common questions, straight answers.
How do I set up a maximum bid?
Your maximum bid is the highest amount you're willing to pay for an item.
Enter that amount into HiBid and the system will automatically bid on your behalf against other bidders until your limit is reached.
No other bidders can see your maximum bid — they will only see the current high bid. Many experienced bidders place their max bid ahead of time so the system can compete for them automatically.
Why did more time get added when the item I was bidding on was about to end?
Our auctions use a soft close. If a bid is placed when a lot has only a few minutes remaining, additional time is added so other bidders have a chance to respond. This keeps the auction fair and prevents last-second bid sniping.
What is a buyer's premium?
A buyer's premium is a fee that helps cover the cost of running the auction.
If you win an item, you will pay your bid amount, the buyer's premium (calculated as a percentage of your bid), and applicable sales tax.
How do I know if I won?
After the auction closes:
- Winning bidders receive an email notification
- Log into your HiBid account to see which items you won
What payment methods do you accept?
We currently accept credit card payment only. When registering for an auction, you must provide a credit card.
After the auction closes, the card on file will automatically be charged for:
- Your item amount
- Buyer's premium
- Applicable sales tax
How does pickup work?
All pickups are by appointment only to keep things organized and ensure everyone has a smooth experience.
After the auction closes, we'll send you an email and text message with a link where you can choose your pickup time.
Please wait to visit until you have scheduled your appointment.
When can I pick up my items?
Pickup appointments are available:
- Monday – Friday, 8:00 AM – 4:00 PM
- Appointments are first-come, first-served
- If these times do not work for you, please do not bid
What happens if I don't pick up my item?
Items must be picked up within one week of the auction closing.
If items are not removed within that timeframe, they may be considered forfeited and handled at our discretion.
Scheduling your pickup soon after the auction closes is the best way to avoid any issues.
Can you help load items?
Our team is not able to assist with loading items.
Please plan to bring:
- Any people or equipment needed to safely load your purchases
- A vehicle suitable for the items you have won
Do you offer shipping?
Yes, shipping is available for many items.
Shipping charges include:
- Shipping cost
- Handling
- Packing materials
What should I know about product condition?
We inspect items and document their condition with photos whenever possible. On every lot, the second photo will show the item's condition.
Please review photos and descriptions carefully before bidding. All items are sold as-is.
Is there an auction preview?
At this time we do not offer in-person previews. If you have questions about an item, email us at auctions@thesurplusdepot.com. We're happy to provide additional photos or details.
What warranty or guarantee do I have?
All items are sold as-is, where-is — no warranties or guarantees unless specifically stated.
Many items come from retail returns, overstock, or liquidation inventory, so they may include:
- Cosmetic wear
- Damaged packaging
- Missing parts
How do I cancel my bid?
Bids are considered final commitments to purchase if you win the item. Because other bidders rely on the integrity of the auction process, bids cannot be cancelled once they are placed.
How do I submit a tax exemption certificate?
Email your certificate to taxexempt@thesurplusdepot.com. We'll add it to your buyer profile so future purchases can be processed correctly.
What are your hours of operation?
We are not a traditional retail store and do not have open shopping hours. Pickup is appointment only, and our doors are not open to walk-in customers.
What if my item was misrepresented?
If you believe an item was materially misrepresented, we're happy to review the situation.
Please submit a claim within 7 days:
- Email claims@thesurplusdepot.com
- Include the auction name and lot number
Important Auction Policy
We truly appreciate your business and your cooperation.
To keep auctions fair and efficient for everyone, payment and pickup deadlines are firm.
Items not paid for and removed within the listed deadlines may be considered abandoned and disposed of. Returns are not available for abandoned items.
Before bidding, please review photos, descriptions, and condition notes carefully. All items are sold as-is and may include overstock inventory, customer returns, or open box merchandise.