Frequently Asked Questions
These are the most common questions that come our way.
If you still have questions, please reach out.
You can change your default preferences any time by going to Profile > Preferences. You'll also have a chance to edit these as you review an order, in case there's something to note.
Certain preferences are only available with the Premium Wash & Fold (e.g. low dry, certain products). If you have these selected on a Basic wash, your order will be automatically upgraded when our team gets to the item. We do this to ensure your laundry gets done to the highest standards.
Make sure to always check your preferences, as we will wash and dry according to what you set. We only follow care tags on bulk items, when they're available (or else we use our expertise to give the best clean possible).
From the app's home screen, under My Orders, click "View all". Each of those orders can be clicked to see details.
For pick up and delivery, we only accept payments via a saved card on your account.
Once you have payment details saved, you don't need to do anything else. We'll charge the saved card after all cleaning is complete and any adjustments are made.
If we cannot successfully charge your card, we'll get in touch to update your payment information. This may cause a delay in delivery if we can't reach you. We do not return unpaid orders.
Abandoned orders will be donated as per our Terms of Service.
We don't give a total until we have completed your order, because there are three factors that can impact your order significantly:
Wash & Fold orders are charged by weight. For ease of pick up, we just want to know how many bags we're getting so we don't miss anything. We'll weigh the bags on receipt at our facility and you'll be charged for that weight.*
Bulk item identification. When you submit bulk items, you're just letting us know how many to expect. When we get back to our facility, we properly identify them and assign prices based on our Pricing page in the app.
Item rejection. If we need to reject any portion of an order, we'll adjust the weight so you're only paying for what was cleaned.
* Note that the average order can lose up to 5% of its weight through the wash and fold process. Dirt, lint, humidity, and material type are all factors.
You can cancel or edit your order up until 12 hours before the pick up window, no fees or penalties.
If you need to change your delivery date, please contact us.
No problem! Sometimes you can't be around, and our pick up / delivery windows are quite large, to ensure we can battle traffic and get around the city.
You can leave your laundry somewhere discrete, or even share an access code with us. When we return it, we can leave it in the same spot if you give us instructions. A photo will be taken at time of pick up and at the delivery as well, so you know things arrived safely.
Once dropped off, it's up to you to ensure the safety of your laundry, no different than that Amazon package!