Policies and Procedures

Please have your carts out by 6:00 AM on your scheduled collection day.

Our drivers work on routes that can change throughout the day depending on traffic, weather, volume, and other conditions. While we try our best to maintain consistent pickup times, your service time may vary from week to week.

Cart Placement

• Place carts at the curb or designated collection area with the opening facing the street.
• Keep carts at least 3 feet away from mailboxes, vehicles, trees, and other obstacles.
• Make sure carts are accessible for our drivers and equipment.

We understand that things happen! If your cart was out on time and placed correctly but was missed, please contact our office as soon as possible so we can look into it.

To help us investigate, please provide:

• Your service address
• Your pickup day
• Which cart was missed
• Any helpful details

Safety comes first for our customers and our drivers.

Severe weather, icy roads, extreme temperatures, or other unsafe conditions may affect collection schedules. When delays occur, we will communicate updates as quickly as possible.

Holiday schedules and service changes will be posted on our website and shared through our customer communication channels.

Your garbage, recycling, organics, and yard waste carts are designed for specific materials. Please help us keep our routes safe by placing only accepted items in each container.

Items that are not accepted in regular garbage or recycling carts may require special handling.

Examples of items requiring special disposal:

• Hazardous waste
• Liquids
• Certain electronics
• Batteries
• Chemicals
• Paint and fuels

For more information, visit our Hazardous Waste page.

Occasionally, customers may have more garbage than fits inside their cart.

Please contact our office before placing extra items next to your cart so we can help determine the best option for pickup.

Additional fees may apply for excess materials or items outside your normal service.

Highland provides carts for customer use. Customers are responsible for:

• Keeping carts clean and accessible
• Preventing damage or misuse
• Reporting lost, stolen, or damaged carts

Please do not paint, modify, or permanently mark Highland-owned carts.

Going out of town?

Customers may request a vacation hold when they will be away for two weeks or longer.

Please contact our office before your hold begins so we can update your account and schedule.

Temporary service changes must also be arranged through our office.

Large items, appliances, electronics, and special pickups require advance notice so we can properly schedule equipment and staffing.

Please contact our office before placing large items out for collection.

Check out our Large Items page for help!

Some customers receive additional service options to make pickup easier.

Driveway Service

For customers who need service beyond the curb, our drivers may provide driveway service when approved. Additional fees may apply.

Carry-Out Service

If your carts are located within 100 feet of the collection point, our drivers can walk carts out, service them, and return them to their original location.

Contact our office to learn more about these options.

Invoices are sent according to your selected billing schedule. Payments are due according to the terms listed on your invoice.

• Invoices are sent out the 23rd of each month when it is your billing period.
• Due date for invoices is usually around the 17th of the following month(NET 25 Terms).
• Autopay runs on the 1st of the month(during your billing period)

If you have questions about your bill, payment options, or account changes, please contact our office.

Our drivers operate large trucks and equipment every day. For everyone's safety:

• Please keep children and pets away from collection areas.
• Do not approach a moving garbage truck.
• Keep roads, driveways, and collection areas clear.
• Never place hazardous materials in your garbage or recycling carts.