FAQs
Find answers to common questions about laundry pickup and delivery.
Get Started
No location near you?
If we don't service your area yet, please provide your name and email here to be placed on our waiting list. We will notify you when we begin servicing your area.
How does it work?
Once you've decided which service suits best for you, simply place your order and schedule your pickup here and you're good to go!
You can choose your detergent, softener, dryer sheets, bleach and color-safe bleach from our wide assortment of familiar brands. If you have any special instructions or requests, just let us know. Last step – enter your billing information and you’re on your way to a laundry-free life.
Do I need to do anything after I schedule my pickup?
Between now and your first LaundryMates service, please:
• Leave your laundry out on the scheduled pickup day.
• For your initial service, use disposable or fabric bags labeled with your name and “For LaundryMates.” Please avoid using hampers, boxes, or any other containers.
Once we return your laundry, you'll receive LaundryMates bags for all future services.
Your clothes will be delivered back to you the day after pickup. Simply put them away in your closet(s) and enjoy the convenience of never having to do laundry again!
What is the turnaround-time?
Your clothes will be returned drawer-ready usually within 36 hours and within 48 hours guaranteed or the next load is free. Rush service is also available for an additional fee.
Do you offer Dry Cleaning?
At LaundryMates, we take care of all your machine-washable items. Please note that we do not provide dry cleaning services.
Can I get texts as well instead of emails?
Absolutely. We’ll ask for your preferred mode of communication and will make sure to use it for all future interactions.
Is there any contract or long-term commitment?
Not at all. There’s no contract or long-term commitment needed, but we’d be thrilled to have you stay with us for the long haul!
Does LaundryMates provide commercial laundry services?
Absolutely! LaundryMates offers fast, reliable, and tailored laundry services for a wide range of businesses, including hotels, Airbnb properties, salons, barber shops, fitness centers, restaurants, medical offices, off-campus housing, and more! Learn more here: https://mylaundrymates.com/commerciallaundry
Bag Pricing
How does the bag pricing work?
LaundryMates will provide you with one of two bag sizes: the 22" x 28" Standard Bag or the 24" x 36" XL Bag, based on your needs and preferences. Just fill the bag with your laundry and schedule a pickup. You'll be charged a flat rate per bag. If you have any questions or concerns, feel free to contact our Customer Service team at 312-880-7095.
How do I get LaundryMates bags?
We will include your LaundryMates bags folded inside with the return of your first service.
What if I need more bags?
Just reach out to our Customer Service team at [email protected] or 312-880-7095, and we'll be happy to send you additional bags from our office.
What bags do I use for my first service?
For your first service, since you won’t have our LaundryMates bags yet, you can use any laundry bag you have or a kitchen bag. Our LaundryMates bags can hold about 25 lbs (Standard Bag) to 35 lbs (XL Bag) of laundry. We’ll weigh your laundry and calculate the charge based on the number of bags needed, dividing the total weight by 25 or 35 pounds accordingly.
What about bedding and bulk items, how are they charged?
At LaundryMates, we offer a special bag designed specifically for beddings, towels, and washcloths, known as the Linens Bag. It starts at $35 per bag.
What is a bag closure fee?
To ensure the safety and protection of your laundry, please make sure the bags are completely closed and securely fastened. If any LaundryMates bags are overfilled to the point where they cannot be tightly cinched, a $7.99 bag closure fee will be applied.
Billing
How much does your service cost?
Pricing varies based on the LaundryMates bag you use and your specific needs. You can view our pricing details at https://mylaundrymates.com/pricing-page_.
How will I be billed?
We bill your credit or debit card directly and will email you a detailed invoice each time your card is charged. If you prefer, you can also receive invoice totals via text. Just let us know your preferred method of communication.
How does my laundry get weighed?
Before washing, we will weigh your laundry. Any bulk items that incur separate charges will be removed before the weighing process.
Which credit cards do you accept?
We accept MasterCard, Visa, Discover, and American Express cards.
Is there a minimum charge?
No, there is no minimum charge.
Why Does LaundryMates Pre-Authorize My Order?
As a LaundryMates customer, before we begin washing your laundry, we will place a hold on your credit or debit card for the estimated total of your order. This pre-authorization is an estimate and will be based on the total weight of your laundry. The estimate will show on your bank statement as a pending charge. Once your LaundryMates laundry is washed, dried, folded, and ready to come home to you, we’ll bill your card for the final order total, thereby releasing the pending charge. Your final invoice is usually within $10 of the pre-authorized amount.
What happens if my Credit Card is declined?
When we pick up your items, we will weigh and pre-authorize your card. If the charge is not accepted, we reserve the right to hold off on processing your laundry until it is cleared. You will see notifications of this based on your preferences.
If your items are laundered, we reserve the right to hold your items until your invoice is paid. Once paid, we will drop off when we are next in your area, no more than 3 business days.
Do you have a referral program?
Yes we do! Referral program is give $20, get $20. Refer a friend and after they place their order, you get $20 credit.
What if I have large bedding items? Are they charged by the pound?
Beddings, sheets, towels, and washcloths should be placed in the Linens Bag, with pricing starting at $35. Please note that we do not accept curtains or rugs.
Pickup/Delivery
How do I schedule my next laundry pickup?
If you're on the Weekly LaundryMates plan, your next pickup will be automatically scheduled for the same day of the following week. If you need to adjust your Weekly schedule or request a pickup on a different day, please visit https://mylaundrymates.com/contact, and we'll be happy to make the necessary changes for you.
Should I enable text updates for my laundry pickup/delivery?
Isn't it easier to do everything on your phone?!
Here are some things you can do when you prefer to have Text-notifications:
1. Confirm or cancel your next LaundryMates pickup by simply responding to a text.
2. Receive text updates on your driver's arrival on the day of pickup/drop-off.
3. Receive your invoice totals via text.
What do I put my laundry in?
For your first pickup, any plastic or fabric bag will work! Please avoid using hampers or boxes.
With your first drop-off, you'll receive a LaundryMates bag for future use. The bag holds approximately 25 lbs (Standard Bag) to 35 lbs (XL Bag). If you need an additional bag, just call or text LaundryMates Customer Service at 312-880-7095.
I need more than one laundry bag, how do I get another?
If you need additional LaundryMates bags, please email [email protected] or call us at (312) 880-7095 and let us know how many you need.
Is there a limit to how much I can send in to be washed?
You can send all your laundry in at once!
When is the latest I could schedule a pickup?
Please schedule your pickup by 5:00 AM Central Time on the day of service. This ensures our LaundryMates drivers have enough time to plan their routes for the day.
Is there a way that LaundryMates could remind me to leave my laundry out for pickup?
Certainly! You can choose to receive reminders by email, text, or both, the day before your scheduled pickup.
What time should I leave my laundry out by?
Our drivers begin their routes as early as 7 a.m. and may continue pickups and drop-offs into the evening. On the days you’re expecting a visit from LaundryMates, we’ll notify you of your driver’s estimated arrival time via email, text, or phone call, based on your preferences. Please note that our drivers might contact you from their personal cell phones upon arrival.
Could you pick up and deliver to my place of work?
Absolutely. We can pick up and drop off your clothes at any address within our service area. While we will do our best to accommodate specific time frames, we can’t guarantee them. Please include any relevant business information in your pickup/drop-off instructions when placing your order.
It's raining outside and I'm afraid my clean laundry will get wet. What should I do?
In inclement weather, we double-bag your laundry to protect it from the elements. While we take every precaution to safeguard your items, we cannot be held responsible for any weather-related damage once your laundry has been dropped off at your home. For more details, please review our Terms of Service - https://mylaundrymates.com/terms
Where is laundry left for pickup/drop-off?
We recommend that your pickup/drop-off location be sheltered from the elements whenever possible. Many customers choose to have their laundry left on a front or back porch, in a garage, or with their building manager. Please specify the pickup and drop-off location in your account instructions.
We also monitor weather conditions closely. If a hurricane or blizzard is approaching, we’ll reach out to you to make alternate arrangements.
While we love animals, for the safety of our drivers, please ensure that any pets are kept in an enclosed area during pickup and drop-off.
If there's severe weather and the roads are unsafe will my laundry be returned on time?
While it’s rare, severe weather can occasionally impact our service. If such conditions arise, we will return your laundry to you as soon as it’s safe for our drivers to do so. We will keep you informed of any delivery changes through phone, email, or text updates.
I received a bag of laundry that is not mine, what do I do?
If you have received items that are not yours, please email [email protected], text, or call the LaundryMates Customer Service team at 312-880-7095. We thank you in advance!
Are you closed on Federal Holidays?
We are closed on the following Federal Holidays:
New Year’s Day – January 1
Memorial Day – Last Monday in May
Independence Day – July 4
Labor Day – First Monday in September
Thanksgiving Day – Fourth Thursday in November
Christmas Day – December 25
Do you offer pickups on weekends?
Yes, we do!
Laundry
Do you treat stains?
Yes, we do handle stained clothing. Please place any stained items in the bag and include a note specifying the stains. We’ll do our best to treat and remove them. While we are usually successful, we can’t guarantee complete removal. Pretreating the stain before placing the garment in the bag will improve the chances of success.
What steps do you take to accommodate customers with allergies?
Please be aware that if you have severe allergies to scents from laundry products, we may not be able to guarantee that your order will be returned exactly as needed. We will do our best to accommodate all specified preferences for your order. If you have any concerns about this, please contact us before scheduling a pickup.
Who is doing my laundry?
We employ W2 professional staff who handle your laundry in our dedicated facilities. Your laundry is not processed by gig workers in their private residences.
Can I choose my dryer temperature?
Yes! You can select low, medium or high when you set up your preferences. These can also be changed and updated anytime when you're scheduling a pickup.
Can I choose what water temperature I want for washing?
Yes! You can select cold, warm or hot when you set up your preferences. These can also be changed and updated anytime when you're scheduling a pickup.
What detergents, softeners, dryer sheets and bleaches does LaundryMates offer?
• Detergents: Unscented, Tide Original, Gain Original, or you will provide.
• Softeners: Downy, White Vinegar
• Dryer Sheets: Bounce
• Bleaches: Clorox, Oxi-Clean
Can I add special instructions for my laundry?
Yes, you can. When you're scheduling a pickup, leave a note in the order page and let us know.
We do our best to accommodate every request. If there’s something special we need to know, don't hesitate to reach us at https://mylaundrymates.com/contact . Please be sure to update any instructions 24hrs before your scheduled pick up.
Will my clothes be washed or dried with other customer's clothes?
No. We wash and dry our customers’ laundry individually in separate machines!
Will my whites be washed separately from my colored items?
Yes, your white clothing items will be washed separately from colors. For smaller orders, select locations only will use color catchers.
Please be advised that any items sent inside-out will be washed and returned the way that they were received to preserve any colors or graphics on the item.
What happens if you lose/damage some garments?
We strive to provide high-quality care and we work hard to keep up with those standards. If we lose or damage an article, please notify customer service within 24 hours of the laundry being returned to you.
Unfortunately, we cannot be responsible for laundry that is lost or damaged by the weather after it is dropped off at your home.
Please review our Terms of Service: https://mylaundrymates.com/terms for more details.
Can I send in laundry items with mold?
The Aspergillus species of mold on clothes can easily be inhaled by people and has been known to cause respiratory problems, like coughing, sneezing, wheezing, and even fever. Accordingly, LaundryMates will refuse to launder items covered in mold and will return the items, unwashed.
Does LaundryMates wash, dry, and fold bedding?
Yes, we do!
Do you launder items that are soiled?
Yes, we do!
Do you launder coats?
Yes, any machine washable coats may be sent in with your regular laundry.
Can I send in my shoes to be washed?
Any machine washable shoes may be sent in.
Can I send my undergarments in to be washed?
Yes, you may send all clothing that is machine washable.
We have a business that offers towels to our guests, can we send just towels in?
Yes! We launder towels for both residential and commercial pickups.
