Special requests: questions about customizing your order

Laundry is personal and we understand that. That is why we allow you to choose standardized cleaning preferences for your order, including multiple detergent and hypoallergenic options.  These cleaning preferences will be set during the signup process and can be changed at any time in your app or by requesting changes to our Customer Care team.

This article includes some of our most frequently asked questions regarding special requests:

• Hypoallergenic options
• Is it possible to send in my own detergent or softener?
• Can I send my own hangers for be used?
• Can I request special folding and sorting by family member?
• Can I set a specific pickup and delivery time?
• Wash & dry temperature preferences
• Can I send in my own hangers?

Hypoallergenic options

This is very common for our customers to request. In fact, most people opt for unscented, free & clear detergent that is hypoallergenic. We have a hypoallergenic/unscented detergent and fabric softener available in all our laundry facilities. You set this preference when you sign up to our service, and you can also change it at any time from within your profile preferences using our app.

Is it possible to send in my own detergent or softener?

Unfortunately not. We are not able to use any personal cleaning products from customers. Out of an abundance of caution for your laundry, other laundry, our staff, and our washing machines, we are not able to accept outside chemicals and solvents for processing.

If you have any questions about what type and brands of detergents and softeners we use, please reach out to our Customer Care team.

Can I send my own hangers for be used?

Unfortunately not. All garments that are sent in the Dry Cleaning bag are returned on traditional wire hangers. Out of an abundance of caution for your laundry, other laundry, our staff, and our machines, we are not able to accept outside supplies for processing.

Can I request special folding? Sorting by family member?

Right now, we do not have the ability to request special folds or sorting by family member. However, all items will be folded, sorted by item type, and stacked with similar sizes to the best of our ability. Our goal is to make the “putting away” process easy.

Can I set a specific pickup and delivery time?

Due to the way our complex logistics operate, we do not offer custom pickup or delivery times. Our drivers operate on routes like UPS or FedEx and have full routes all over the city. Because of this, we don’t offer custom delivery windows or requests.

We do however encourage you to add detailed pickup or delivery notes to your account. We’re happy to pick up or deliver to a designated spot to make this easier for you. And, this is how most people handle absentee pickups and deliveries. You can reach out to our Customer Care team with this information.

Wash & dry temperature preferences

Some of our customers have preferences regarding the temperature in which they want their items to washed and/or dried. For the time being we do not have the capacity to cater for customized preferences of this sort, and all of our items are washed with cold water and dried on medium temperature.

If you have a request for your items to be hang fried, we do provide a wash & hang dry service that adjusts for items that you do not want exposed to the heat of a drier.