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General

Do I need to be home for laundry pickup and delivery?
No. If you have previously arranged with us (in writing) to pick-up or leave your laundry in a secure location there is no need for you to be home for either.

If I schedule a one-time ASAP pickup on your website, should I follow it up with a call directly?
A follow up call is not necessary. Once you have set up the ASAP pickup, a message is sent directly to our driver who will retrieve your laundry as soon as possible DURING OFFICE HOURS, which are roughly 8 AM to 4:30 PM EST Monday through Friday. So if you ask for an ASAP pickup on a Friday night, you might not get it until Monday morning.

My item was damaged in your care, how can you fix this?
After determining that the damage was in fact done by our laundry machines and/or handling we will reimburse you fully for up to $20 per item (max $50.) Reimbursement for damaged items is performed at the discretion of management.

What are your phone hours?
Our normal phone hours are 9 AM to 5 PM EST Monday-Thursday, and 9 AM to 4 PM EST on Fridays.

When do you charge my credit card and how often?
Your card will be charged once we have processed your laundry each time we pick it up. All dry cleaning is charged at time of pick up.

Laundry

Do I need to separate my laundry?
There is no need to separate your colors and whites. We will do that for you. You should, however, be sure that your socks are not balled up, and that there aren’t clothes inside of clothes, such as two shirts that you took off together, or shorts and sweats that came off together. These oversights will prevent your clothes from getting their cleanest and may result in color runs. We also suggest that women use garment bags for their bras and underwear to prevent damage and potential loss from the laundry machines (due to some of these garments being so small).

How can I be sure that nothing is missing?
We weigh the clothes when we receive them (to the tenth of the pound) and we weigh them when they are completed, so we always know when there is a problem in the system. We also wash and dry all of our customers’ stuff individually (never mixing customers’ laundry). If you think something is missing, you can tell us and we will immediately investigate. However, all claims of missing clothes must be made within three days of laundry delivery or we will not be liable.

How much is 15lbs of laundry?
It is difficult to describe in words what this is. Basically a normal household washing machine holds 7 or 8 pounds of laundry.  
15 Pounds 20 Pounds
3 pairs of Jeans 4 pairs of Jeans
2 button-down shirts 2 button-down shirts
2 pairs of shorts 2 pairs of shorts
5 t-shirts 6 t-shirts
9 pairs of underwear 9 pairs of underwear
2 towels 2 towels
7 pairs of socks 8 pairs of socks

What about delicate items like sweaters?
If you would like something special done with your clothes, we will be more than happy to comply if possible. We will air dry, low heat dry, wash in delicate cycle, and wash separately. Simply put a note in your laundry bag with specific instructions, or tell us when you sign up online. If you can isolate the specific garments you want special care for that helps make sure we get the right ones. We also offer dry cleaning at competitive rates. Note that if an item has “dry clean only” on the label, or if our highly trained washing staff feel the item will be damaged by ordinary laundering, we will send the item out to be dry cleaned.

What if I give you something brand new?
Please let us know when you are washing something for the first time. We will be happy to wash it separately (at no extra charge). This will prevent colors from running on your other clothes.

What if I miss my laundry normal pickup?
We are flexible. Simply give us a E-mail within 3 business hours and we will get or driver out to you right away. If you completely miss a week of laundry for any reason, please call us so we can give you double the pounds for the following week.

What is the procedure if I miss a laundry pickup for a week and need to submit double the pounds for the following week?
You can request double pounds, give us a call or send us an email letting us know you missed the pickup and would like double pounds for the next week. We can move your pickup to later in the week or carry over your missed pounds to the following week. Please note that this is a special arrangement we make when people miss a week, we do not offer a standard option of getting double pound EVERY other week and  you ALWAYS need to notify us ahead of time that you want double pounds.

Will my laundry shrink?
If you are worried about something shrinking and don’t want it to be dried, no problem. Just put a note with a description of the article and request that it be air-dried (There is no extra charge for air drying). These items will most likely come back damp (and wrapped separately) with your regular delivery, but this will definitely avoid any possible shrinkage. If you don’t like the idea of getting some clothes back wet, request having your clothes low-heat dried. We will gladly lower the heat on our dryers for you. This will not only reduce any shrinkage, but will also allow the clothing to smell fresher and there is no extra charge! There may still be some shrinking, however, with certain fabrics and especially with newer clothes.

Dry Cleaning

Do you do dry cleaning?
We offer dry cleaning but it is a separate charge from any laundry plan. Our prices are generally the same or lower than a dry cleaner you’d have to bring your clothes to. If you want us to dry clean items you need to give them to us in a separate, labeled bag. We charge per item and it may add 1 business day to your delivery time. Your clothing is returned hanging and covered in plastic.

How do I indicate items I want dry cleaned instead of laundered?
Put your dry clean items in a small bag inside your regular laundry bag. Either write ‘dry clean’ on that small bag, or put a piece of paper inside saying ‘dry clean.’

How long does it take to get dry cleaning back after you pick it up?
This varies depending on when we picked it up and what the items are. We make every effort to get these items to your next day but at times they may take an extra business day. Repairs, or cleaning of leather or suede, will usually take at least a week.

Why did you dry clean items I gave you to launder?
Our personnel are trained to watch out for items of clothing that might be damaged by regular laundering. If they find an item whose care instructions say ‘dry clean only’ or ‘hand wash’ those items will be sent out to be dry cleaned and your credit card will be charged for that service. If you want to avoid this, you can either tell us NOT to dry clean a specific item by pinning a note on it, or email or call us telling us to NEVER dry clean ANY of your items.