FAQs

Satisfaction Guarantee

What happens if my business hours conflict with the pickup & delivery windows?

2ULaundry makes pickups between 8:30am-12:30pm. Deliveries are made the following business day between 2:30-6:30pm.

If your pickup & delivery location takes place at a business, please make sure to notify Customer Care of business hours during the signup process.

While we will do our best to accommodate timing restrictions, however we cannot guarantee set pickup and delivery times due to the way our routes are set.

As a standard, if we arrive at a business location for delivery and the business is closed, we will proceed with delivery the following business morning.

What if you find an item you cannot clean?

Our Cleaning Care Professionals carefully inspects all garments during the check-in process to ensure we take the best care of your items. If we come across an item that we are unable to clean, we will set the item aside and return it to you unclean with advance notice. 

If we find items with pre-existing damage, we will hold off and check in with you before proceeding if there is any risk of further damaging the item during the cleaning process. If the damage is repairable, we may recommend a repair through our repair service. If the damage is unrepairable and you would like to proceed with the cleaning, we ask that you give us your approval to do so. 

For items susceptible to color bleed, heavily embellished items, or items that we need to send to a specialty cleaner, such as leather, we will check in with you to determine the best course of action before proceeding. 

Additionally, 2ULaundry is not equipped to service orders that have been contaminated with bodily fluids, fungus (such as mildew and mold), or pests (such as bed bugs, flees, etc.) Contaminated orders may be subject to a $40 contamination fee, even if we return your items unclean. If you have any questions about these restrictions, please contact Customer Care in advance of your pickup. 

How do you handle missing or damaged items?

Taking care of your garments is our number one priority. We strive to provide exceptional service and while we are very cautious to treat all garments with care, there’s an inherent risk in cleaning, including the potential for clothing and other items to be damaged or misplaced.

We have implemented several processes to ensure strong inventory control, so you can rest assured that when you give us your clothes for cleaning, they will come back to you in great condition! Quality is extremely important to us, so what that said, in rare instances of lost or damaged items, we are 100% committed to making things right for our customers. 

For damages, we will work with you to determine if it can be repaired or restored to good condition. If it cannot, and we determine the damage is a result of our cleaning process, we will reimburse you for the item in accordance with our terms and conditions. 

We will ask to keep any damaged items that we replace in order to have those repaired and donated to one of our local charity partners.

For missing items, our Customer Care Team will ask for receipts or proof of purchase in order to initiate the reimbursement process for items deemed missing through our investigation process.

2ULaundry will do its best to avoid situations of this nature. However, in the rare event that something is damaged or misplaced, customers must provide notice to 2ULaundry within 14 days of delivery. Once a claim is filed, we will do everything we can to provide a resolution within 5-7 business days.

What happens if I use the wrong bag?

All 2ULaundry services have a unique bag color, so it is important to sort all clothing into the correct bags for cleaning in advance of pickup. 

  • The Blue Bag is for Wash, Dry, Fold
  • The Pink Bag is for Wash & Hang Dry
  • The Black Bag is for Dry Cleaning or Launder & Press.

If you are a current customer and would like to use a new service for the first time, please contact Customer Care to request a new bag of the correct color and service. We will do our best to deliver the bag in advance of your preferred pickup date. 

We care about your garments and will do our best to set aside items sent in the wrong bag. However, given the volume of orders we clean, we cannot fully guarantee everything will be identified.

2ULaundry is not liable when items are sent in incorrect bags (e.g. dry cleaning place in a blue Wash, Dry, Fold bag). 

What is our policy on stains?

Our cleaning process has been designed to ensure your orders receive thorough cleaning and care. Upon check-in at our facility, all garments are scanned and treated for stains.

After the initial cleaning process, our Clothing Care Professionals may choose to hold on to an item for additional TLC if further treatment to the stain will be successful. Should this process create a delivery delay, Customer Care will notify you in advance of your scheduled delivery.

If our Clothing Care Professionals feel that further attempts to remove a stain could cause damage to an item, we will return your order with a stain-notice tag. If a stained item is returned without a stain-notice tag and you feel the stain should be readdressed, please notify Customer Care. We will work with you to schedule a pickup and have the item evaluated and re-cleaned if we feel we can do so without damaging the garment.

What is your satisfaction guarantee?

We’re obsessed with delivering the perfect customer experience and caring for your items just as you would. With this comes our commitment to providing high-quality cleaning for every garment you place in our care.

We’ve hired the best professionals in the industry with decades of experience under their belts. All of our Clothing Care Professionals have completed an extensive onboarding program and continue to receive ongoing training, as well as thorough quality assurance checks during every shift. Our Clothing Care Professionals also maintain a direct line of communication with our Leadership Team to ensure we’re continuously improving the service we deliver to our customers.

While we’re confident you’ll receive quality service, if you’re ever less than 100% satisfied with your order, let us know. We promise we’ll make it right, starting with a complimentary re-cleaning.