Frequently Asked Questions About The Laundry Heroes
When do you offer pickup and delivery?
We will pick-up your laundry Tuesdays through Saturdays (currently no pick-ups on Sunday or Monday).
Since we deliver the next day, we delivery orders Wednesdays through Sundays.
What is the turnaround time?
24 hour turnaround
How much does pickup and delivery cost?
We include a small fuel surcharge each time we pick-up your laundry. Wash & Fold for residential laundry service costs $2.40 per pound of laundry. If you sign up for recurring weekly or bi-weekly pick-ups, we only charge $2.20 per pound of laundry for wash and fold.
Is there a minimum order?
Yes, we have a minimum of $40 per order.
That’s only 18 lbs of laundry, or about 2 typical loads of laundry at home. You can fit 10-15 lbs of laundry in a 13-gallon kitchen trash bag.
What if I can't be home when you pickup?
Tell us in the software where you will leave your clothes. It might be on the front porch, on the back porch, behind the fence, by the apartment door, in the lobby, with the apartment manager, or in an unlocked garage.
If I sign up to be a recurring customer, what happens when I go on vacation?
Just put a hold on your account in the software. We'll be back on the date you tell us.
Do I have to sign a contract?
No, there are no contracts. We know you will stay with us as long as we do a good job.
What locations are on your routes?
At this time, we are servicing cities in South King County and North Pierce County.
If you are outside of these service area, please contact us at firstname.lastname@example.org so we can discuss how we can be your Laundry Heroes!
How much is your laundry service?
What should I put my laundry in?
Trash bags work best or any kind or cinchable bag! Don't worry about labeling or tagging your bags, our driver will do that for you!
We also have two reusable laundry bags for sale. Our Wash & Fold Laundry Bag is $7 and our Dry Cleaning Only bag is $6. We will wash and return these bags to you!
Unfortunately, we are cannot accept loose laundry, laundry baskets or laundry hampers.
Can I send my own hangers?
Of course! We will ensure your hanging items are returned back to you on your own hangers!
If personal hangers are not sent in, we will provide wire hangers at NO additional cost.
What can I expect for my first laundry service?
On the day of your scheduled pick-up, our driver will arrive during the pick-up time.
You can have your items ready in a bag of your choice (garbage bags, reusable, etc.). Please separate any stained items or items that need special care. We are not able to read individual label washing instructions.
Make sure to double check your pockets! The Laundry Heroes are NOT responsible for items lost in the wash or damaged by things left in pockets (chapstick, crayons, markers, pens, lipstick, gum, etc).
Next day, your driver will bring everything back to you during your confirmed delivery time. A text will be sent when your clothes are en route and again, once your delivery has been made.
When will my order be returned?
Your clothes will be returned the next day. (Unless your payment method was declined or you selected a different delivery date)
Will my clothes be washed with other people’s clothes?
No way! We never wash or dry your items with anyone else’s.
Do I need to sort my items, such as dark from lights and whites?
No, this is supposed to be easy for you. Leave the sorting to us! Put all of your wash and fold together.
Only separate items that require dry cleaning, stain treatment, or some special care as indicated in your instructions.
Do The Laundry Heroes check pockets?
With the number of pounds we wash, our team of Laundry Heroes are unable to check every pocket. However, if we do find items when sorting for the wash, we will return them with your laundry.
The Laundry Heroes are not responsible for items that are lost in the wash or damaged due to items left in pockets (crayons, pens, markers, chapstick, lipstick, etc.)
Do The Laundry Heroes read label instructions?
We are NOT able to read individual label washing instructions. If you have items needing special care, please bag them separately and include instructions.
Can you do stain removal?
Of course! We do light stain removal. Please place all stained clothing in a separate bag and let us know by including a note in the bag or on your laundry profile and we’ll do our best to get it out. It is very useful to know the exact source of each stain, since the best treatment will vary by the type of stain and the fabric type. While we’re usually successful at removing stains, we can’t guarantee we’ll be able to get it out. If you can pretreat the stains before putting the garment in the bag, it will increase the odds of success.
If you aren’t able to set aside the clothing with stains, we are able to check every item of clothing and pre-treat all stains for an additional .40 per lb. (.30 per lb for our recurring pickup customers)
How do I give you special instructions?
It’s easy! When you schedule your pick-up, there is a place for you to enter your special instructions. These instructions follow your order through our processes so The Laundry Heroes will see them and do your laundry just the way you want it done!
Can I send you our under garments?
Of course, it’s laundry! We all wear under garments!
Clients that prefer to keep their undergarments private may send them inside a mesh bag. We will wash, dry & return undergarments in your mesh bag.
How are whites washed?
Our stand practice is to wash whites with light colored clothes (separated from the dark clothes). You may request to have whites washed separately with bleach at no extra cost.
What happens when I request air dry or hang dry?
After laundering with the rest of your Wash & Fold, Air Dry items will be placed in a dryer with air only, no heat, until they are dried and can be folded or hung.
I forgot to set my laundry out for my scheduled pick-up, now what?
Hey, we get it! These things happen. We send text reminders to help make sure you don’t forget, but life can sometimes get in the way.
To compensate your driver’s time, there will be a $10 missed pick-up fee. We can reschedule the pick-up for the following week - on your normal route day.
Or, If you'd like your items washed that week, we can return later that day or the following day for an additional $10 rush fee.
What will be returned on hangers?
Our standard is to hang collared shirts, button up shirts, dresses, blouses, sweaters, hoodies/sweatshirts, jackets and slacks/dress pants. If you have a request for something else to be placed on a hanger, just let us know.
If you’d like us to use your hangers, just send them in your laundry (separate bag as to not damage your clothes).
Do you offer dry cleaning services?
Yes, we have partnered with a locally owned dry cleaner. We will pick up your dry cleaning, deliver it to the dry cleaner and then bring it back to you. Typical turn around for dry cleaning is 4 business days.
We will deliver your wash and fold with your dry cleaning after it is finished.
Am I supposed to weigh my laundry before pick-up?
No, we will do that for you. If you want an estimate, you can use your scale by weighing yourself and then weighing yourself holding the laundry.
We will weigh your laundry when off-loaded from our pick-up van and after it's been washed and dried. We use our trade certified scale.
What detergents do you use?
Fresh Scent Standard Option
- Fresh Scent Detergent, such as Gain Original
- Scented Fabric Softener, such as Downy April Fresh
- Dryer Sheet, such as Bounce Outdoor Fresh
Unscented Free & Clear Standard Option
- Unscented Free & Clear Detergent, such as All Free & Clear
- Unscented Frree & Clear Fabric Softener, such as Downy Free & Gentle
- Dryer Sheet, such as Bounce Free & Gentle
You can also request Detergent Upgrades or even Send Your Own Detergents
- Tide Detergent – $0.05 per pound
- ECOS Free & Clear Detergent – $0.05 per pound
- ECOS Magnolia & Lily Detergent - $0.05 per pound
What is the cleaning process for my order?
We follow best practices for cleaning all orders. We will follow any of your special instructions, however, if no specific instructions are given then our standard process is:
Standard Wash: Clothes are separated by Light Colors and Dark Colors, then Washed Separately.
We wash with Cold Water and use Medium Dryer Heat unless you request other options.
We put the following clothes on hangers, all other clothes are folded and ready for the drawer: collared shirts, button up shirts, dresses, blouses, sweaters, slacks/dress pants, and jackets.
We provide the option to choose scented or hypoallergenic detergent. If you have special requests or preferences around the dry temperature, detergent, or fabric softener, you can adjust your account preference
Are there additional costs for large items?
Yes, in some cases there are larger items that are charged on a per item basis. Primarily, these items include:
Comforter (King/Queen) $35.00
Comforter (Full/Twin) $25.00
Quilt Bedding / Mattress Pad (King/Queen) $25.00
Quilt Bedding / Mattress Pad (Full/Twin) $20.00
Blanket / Duvet Cover $20.00
Bath Mat $5.00
Dog Bed Cover $20.00
Sleeping Bag $20.00
The reason we charge separately for these items is because they require washing and drying to be separated from the rest of your order. Comforters in particular take several hours to dry on air-only setting, which is why it’s an industry standard to charge them at a higher rate.
Are there items The Laundry Heroes doesn’t clean?
Yes, there are a handful of items that we cannot accept for cleaning due to the nature of the item or the risk they may pose to our team. We cannot accept the following items for cleaning:
Certain non-clothing items (These specific non-clothing items often require a specialized cleaning process that we are not equipped to provide as clothing care experts):
- Commercial linens
- Sofa covers
- Rugs (bath rugs are the exception)
Contaminated items (We cannot accept items that may pose a risk to the safety of our team and/or the items of other customers cleaned in the same facility. These include items that have been contaminated with):
- Bodily fluids from a human or pet
- Excessive pet hair
- Poison ivy or poison oak oils
- Hazardous chemical residue
Specialty care clothing items (These clothing items require specialty care that falls outside of our area of expertise):
- Wedding dresses
- Vintage clothes (in some cases)
- Fur & Animal products (feathers, fur coats)
Where will you put my hanging items if I’m not home?
If you have a wreath hanger on your front door, we will hang your clothes there. Otherwise we will carefully drape your hanging items over your bagged folded clothes. Both your hanging items and the folded items will be protected in plastic garment bags. If you’d like us to provide a door hanger, please let us know and we will deliver one upon picking up your laundry.
Do you iron?
No, sorry we do not iron wash and fold laundry.
What is an “average” weekly laundry order?
For a family of 4-5, an average is approximately 40-50 lbs per week... if you’d like an estimate before we pick-up your laundry, simply place your hamper on your home scale. A 13-gallon kitchen trash bag will hold about 15 lbs of laundry.
We will weigh your order with our Trade Certified Scale once we receive your order and you will be emailed a detailed receipt upon order completion.
Is The Laundry Heroes a franchise?
No, we are a locally owned and operated small business.
We are here to support you and do your laundry, so you can spend your time on the things that matter most.
Can I just drop-off my laundry?
No, we only pick-up and deliver laundry. We process all of your laundry at night when the laundromat is closed to walk-in customers. We do not have a laundry attendant to receive your laundry during the day.