Frequently Asked Questions

Pickup & Delivery Service

1. How do I prepare my first order?

For your first pickup, you can use a standard 13-gallon kitchen trash bag. Please write your name clearly on the outside to help us identify your order. If you use our On-Demand service, you may request a reusable WashApp bag for $10 per bag. To request a bag, contact us here.

2. Do I need to be home for pickup or delivery?

No. You can leave your laundry in an accessible, designated location and include your instructions in your WashApp account. Please choose a secure, sheltered location whenever possible to protect your order from weather and unauthorized access.

3. Where should I leave my laundry?

A covered porch, garage, or another agreed-upon location is usually a good option. If you live in a building or gated community, please provide any necessary access instructions. We recommend choosing a location protected from rain and direct exposure.

4. What laundry products do you use?

We use laundry products selected for our standard wash-and-fold service. If you have allergies, sensitivities, or specific product concerns, please contact us before your scheduled pickup so we can discuss available options. We currently cannot accept customer-provided detergents or additives.

5. When will my order be picked up?

Pickup times vary depending on the day's route and service schedule. Please have your order ready by 8:00 AM on your scheduled pickup day. Most pickups take place between approximately 8:00 AM and 4:00 PM. If you miss your scheduled pickup, please contact us to arrange another available date.

6. Do I need to sort my laundry by color?

You generally do not need to sort everyday laundry by color. However, please separate items that require special handling, such as hang-dry items, and clearly identify any special instructions before pickup.

7. Can I include household items?

Yes. Common household laundry items, such as towels, sheets, and eligible blankets, may be included. Some items may have special handling requirements or additional charges. Please check our current pricing information or contact us if you have questions about a specific item.

8. Do you offer hang-dry service?

Hang-dry service may be available for eligible orders and service plans. Please separate and identify the items that should not be machine-dried, and let us know your requirements when scheduling. Availability, fees, and return methods may vary by service plan. Contact us if you need a reusable Hang Dry Bag.

9. Do you offer dry cleaning?

Yes. Dry cleaning is available through SurfSide Cleaners. Please place dry-clean-only garments in a separate, clearly labeled bag or request a designated bag. Dry cleaning is priced separately by item, and eligible garments may be returned with your laundry order.

10. Are there items you cannot accept?

For safety and proper handling, we cannot accept items contaminated with hazardous chemicals, pests, mildew, excessive pet hair, or certain bodily fluids and other hazardous substances. We may also decline items that are wet, heavily contaminated, or unsuitable for our equipment or cleaning processes. Items that cannot be safely processed will be returned unwashed.

11. What happens during bad weather?

We take reasonable precautions to protect orders during rainy weather. Please provide instructions for a sheltered pickup or delivery location whenever possible. If severe weather affects the route or makes service unsafe, we may contact you to coordinate an alternative arrangement or reschedule service.

12. How will I be charged?

Payment is processed using the payment method associated with your account. Your order charges and applicable fees will be reflected in your billing information or invoice, according to your service plan. Please review your account details and contact us if you have questions about a charge.

13. Is there a long-term contract or commitment?

Service options and cancellation terms depend on the plan you select. Please review the terms associated with your On-Demand service or subscription before enrolling. If you would like to pause or cancel your service, contact us or use the cancellation options available in your account.

14. Can you pick up and deliver to my workplace?

Yes, workplace pickup and delivery may be available depending on your location, building access, and route availability. Please include the complete address, access instructions, and any special delivery details when scheduling your order.