Restricted & Prohibited Items Policy 🚫
Let's Talk About Restricted & Prohibited Items: A breakdown of what we can and can't sell — and why we have to stick to it.
Honestly, we'd love for every item that comes through our doors to find a good home. But operating a store built on freight recovery and retail returns means not every rule is ours to write. Some are set by Kansas state law, others by federal regulation — and at the end of the day, we're obligated to follow them, no exceptions.
What we can't sell
So what kinds of things are we talking about? We get that question a lot, so here's a general breakdown of the categories we can't sell:
Age-restricted items — This includes tobacco and nicotine products, smoking accessories such as pipes and related items, and anything else that requires age verification under Kansas or federal law. No ID check system, no sale.
Federally recalled products — It is illegal under federal law to offer recalled products for sale. Because we deal in freight recovery and returns, recalled items can occasionally slip through our receiving process. If we catch one — at any point — it comes out of inventory immediately, no exceptions. You can check current recalls at cpsc.gov.
Products with known safety violations — This includes items flagged for lead content, unsafe children's products, flammability standard violations, or anything else that doesn't meet federal safety requirements.
Broken, damaged, or incomplete items flagged as hazardous — Even items that have not been recalled should not be sold if they are broken or missiing parts in a way that poses a safety risk.
Counterfeit or fraudulent goods — Items that misrepresent a brand, have removed serial numbers, or are otherwise not what they claim to be.
Items restricted by management — Our team is trained to flag anything that doesn't meet our standards for safe, compliant resale, even if it doesn't fall neatly into one of the above categories.
Locked devices or devices with PII — If a device (phone, tablet, laptop, computer, etc.) is locked or contains personal identification information (PII), we will not sell it and the device will be sent to recycling. If the device is unlocked and does not contain PII, you are welcome to purchase!
This list isn't exhaustive — regulations change and new restrictions can apply at any time. When in doubt, our team will always err on the side of compliance.
Because we deal in high-volume freight recovery, every now and then something restricted slips through our sorting process onto the floor. That's on us, and we're always working to catch it sooner.
What happens if you're already at checkout?
If our team spots a restricted item at the register — even if it made it all the way to the checkout line — we have to pull it from the transaction. We know that's annoying, especially if you've been holding onto something all day. We get it. But here's the thing:
It doesn't matter if the item was sitting on the floor for hours
It doesn't matter if it's brand new or sealed in packaging
It doesn't matter what you plan to use it for
The moment we identify it as restricted, we have to pull it before the sale goes through. No workarounds, no exceptions. Our team isn't making a judgment call about you — they're simply following a policy that protects everyone, including themselves.
No exceptions — and we mean it kindly
There are no exceptions to this policy. If you believe a mistake was made or that your experience fell short of the standard we hold ourselves to, we encourage you to reach out to management directly and/or email hello@carlscloset.com, as we take this feedback seriously.
Our right to refuse
Carl's Closet reserves the right to refuse the sale of any item or service at our discretion, in accordance with applicable laws and in the interest of maintaining a safe, compliant shopping environment for everyone.
A Note on How Removal Decisions Are Made
Can an associate just pull an item they personally want under the guise of it being "non-compliant?"
The short answer is no — and here's why.
Removing an item from the floor or from a transaction is not a judgment call any individual associate gets to make based on personal preference. There are defined, documented criteria for what qualifies as restricted or prohibited, and those standards apply consistently across the board. Item removals are subject to management oversight and these aren't decisions made in isolation.
Beyond that, employees setting aside, claiming, or otherwise diverting inventory for personal use is a direct violation of our internal employee policy and is treated as a serious infraction. We hold our team to a high standard, and that standard exists to protect you just as much as it protects us.
If you ever feel that an item was removed without a legitimate, explainable reason — or that the situation wasn't handled with professionalism and transparency — we want to hear about it. Please ask for a manager on duty or email us at hello@carlscloset.com.
We're always improving
Carl's Closet is committed to ongoing improvements in our sorting and receiving operations to prevent restricted items from reaching the sales floor. We recognize that occasional oversights may occur and sincerely appreciate your patience and cooperation."
Thanks for your cooperation and being part of the Carl's Closet community! We really do appreciate you.
— The Carl's Closet Team