Frequently asked

questions

Schedule & Rates

What are your hours for pickup & delivery?


We offer the following 4-hour, pickup & delivery, windows every day:

  • EARLY MORNING
    5:00 am - 9:00 am
  • MORNING
    9:00 am - 1:00 pm
  • EVENING
    4:00 pm - 8:00 pm
  • NIGHT
    8:00 pm - 12:00 am




Is there a delivery fee?


NO

  • All orders (scheduled within the alloted 4-hour windows) are FREE!
  • However, if you need a 1-hour window it is an additional $20 (each 1-hour window). Please call the Front Desk, 718-559-0434, to book a 1-hour window.




What are your delivery schedules & rates?


  • STANDARD
    Next-Day Delivery
    $1.75 per lb
  • RUSH
    12-16 Hour Delivery
    $2.70 per lb
  • SUPER-RUSH
    8-12 Hour Delivery
    $3.30 per lb
  • DRY CLEANING
    3-Day Delivery
    price per item (see price list here)




What are your order minimums?


  • LAUNDRY
    20 lb Minimum

    All laundry orders 20 lb or less will be charged for 20 lb (times the selected rate)
    • Standard Minimum Order = $35
    • Rush Minimum Order = $54
    • Super-Rush Minimum Order = $66
  • DRY CLEAN
    $40 Minimum
    Laundry costs can be combined to meet the dry clean minimum order





Appointments

Do I have to be home for pickups & deliveries?


  • YES
    Someone must be home from the start of the scheduled window through to the end
  • OTHER OPTIONS
    • Doorman:
      • If you have a doorman, you can they can give or recieve your order.
      • You must make sure to book a time-slot during their shift.
      • Indicate this preference in your notes when you sign up online (desktop or mobile app).
    • Leave outside house/building/apt. door:
      • You can leave your bags and have the driver deliver your bags in front of your house/building/apt. door
      • You must ensure the driver has access to your desired location for pickup/delivery (If the location is an apt. door, the customer usually provides a passcode to enter the building)
      • Indicate in your notes when you sign up online (desktop or mobile app) your preferred location ( house/building/apt. door)




How will I know when my driver is coming?


  • 4-HOUR WINDOW
    The driver will arrive within the reserved 4-hour window
  • COMMUNICATION
    If the driver is running late for any reason that is out of his control, someone (either the driver himself or the Front Desk) will contact you as soon a possible
  • SPECIFIC TIME OF ARRIVAL NEEDED
    Due to the number of orders the driver is managing during his shift, it is difficult to determine exact time of arrival. However, if you need the driver to arrive at a specific time, we offer 1-hour windows for pickup/delivery (+$20 each). Please call the Front Desk, 718-559-0434, to check for availability.




Is there a fee if I am not home?


  • YES
    $15 No-Show fee
  • 3 CONTACT ATTEMPTS
    When our driver arrives for your pickup or delivery, he will make three attempts to contact you:
    1) Doorbell/Buzzer
    2) Phone
    3) Text
  • DRIVER'S NEXT STEPS
    If you cannot be reached, he will move onto his next appointment and you will be charged the $15 No-Show fee
  • RESCHEDULE
    Our Front Desk attendant will contact you to reschedule your appointment. You can contact them at 718-559-0434




Can I cancel an order?


  • YES
    2-HOUR NOTICE REQUIRED: In order to avoid a fee, you must cancel at least 2 hours before your scheduled time-slot
  • LATE-NOTICE FEE
    Any cancellations with less than 2 hours notice will be charged a $10 Late-Notice Fee.




Can I reschedule an order?


  • YES
    • Cancel the order (online or mobile app) and book a new one.
    • Or call the Front Desk, 718-559-0434, and we’ll take care of it for you.
    • 2-HOUR NOTICE REQUIRED: In order to avoid a fee, you must cancel at least 2 hours before your scheduled time-slot.
  • LATE-NOTICE FEE
    Any cancellations with less than 2 hours notice will be charged a $10 Late-Notice Fee.





Add-On Items

Will I be automatically charged for “Add-On” items?


  • YES
    By default you will automatically be charged for any Add-On items found in your order.
  • If you do not want to be charged:
    ONLINE / MOBILE APP: When you reach the “Order Preferences” screen, select the “NO” option.




I don't want to pay "Add-On" charges. What do I do?


  • ONLINE / MOBILE APP
    • When you reach the “Order Preferences” screen, select the “NO” option.
    • Alternatively, you can call the Front Desk, 718-559-0434, and they can do this for you.
  • YOUR ITEMS
    Any "Add-On" items found in your order will be separated and returned to you unwashed. No extra fees will be charged
  • For the exact option you must choose on the "Order Preferences" screen, see screenshot below:




What are your “Add-On” items prices?


  • Bathmat
    $3.50
  • Blanket
    • Large: $13
    • Medium: $11
    • Large: $10
  • Comforter
    • Twin: $11
    • Full: $12
    • Queen: $14
    • King: $16
  • Duvet Cover
    $5
  • Mattress Cover
    $11
  • Pillow
    $4.50
  • Rug
    $14.50





Hang-Dry Service

How much does hang-dry service cost?


$1.50 per item




How do I choose hang-dry when I place an order online?


When placing an order online (desktop & mobile) and you reach the “Order Preferences” screen:

  • Choose the “Hang-Dry” preference option
  • See screen shot below:




How do I prepare the hang-dry items for my pickup?


  • SEPARATE BAG with LABEL
    Put all hang-dry items in a separate bag clearly labelled "Hang-Dry".
  • DRIVER
    • Verbally telling our driver will not guarantee that we recieve the message.
    • We are not responsible for any verbal communication told to the driver that you have hang-dry items in your order.
  • LABEL
    • Label must be firmly attached to the bag.
    • We are not responsible for any labels that fall off your bag(s) and items are not hung dry.
  • RISKS
    Any items NOT put in a separate labelled bag may delay your order and/or risk that the items will end up being processed in our machine dryers.





Order Policies

What is your policy regarding missing or damaged items?


  • Store Credit
    We can only offer store credit for missing or damaged items.

  • 7-Days Notice
    Claims must be submitted withing 7 days after pickup.

  • Receipt

    • New items must be verified with proof of purchase receipt within 30 days of order placed.

    • Unverified items may be refunded a maximum credit value of 25%-50% current market value. Subject to store management's assessment.

  • Sentimental Value
    Nostalgic or sentimental value will not factor into item(s) appraisal

  • Video Footage
    24-hour video footage may be use to verify claims




Why do you need a purchase receipt within 30 days of date of purchase in order to reimburse me for lost/damaged items?


  • If for any reason we lose or damage a newly purchased item, we are happy to credit any customer the equivalent to full market value.
  • However, the only way we can verify this value is with proof of purchase receipt within 30 days from the date the order was placed. Considering many retail stores will not accept returns on items after 14 days of purchase, we feel our 30-day policy is fair.
  • Any item purchased more than 30 days from the date the order was placed, is not considered new.