Frequently Asked Questions
How Do I Sign Up?
Just click here to get started!
How much does your service cost?
Pricing couldn’t be easier. We charge $1.75 per pound to our customers.
Is there a minimum charge?
There is a minimum charge of 25 lbs. per pickup.
How will I be billed?
We bill your credit or debit card directly. We will email you a detailed invoice each time your card is billed. You can also receive invoice totals by text.
Which credit cards do you accept?
We accept MasterCard, Visa, Discover and American Express cards.
Is there a delivery charge?
There are no pickup or delivery fees.
I missed my pick up day. Is there a missed pickup fee?
We’ve put in place email and text reminder tools to help make sure you don’t forget. However, if you do forget to leave your laundry out we do reserve the right to charge a $10.00 missed pickup fee to cover costs.
Is there any contract or long-term commitment?
None whatsoever. You can cancel or suspend your account at any time.
How often can I change or update my laundry profile?
As often as you like. Some of our customers tweak their profile prior to every pickup because they have special instructions for us. Other customers set up their preferences when creating their account and then rarely change them.
What's in the Welcome Kit?
The Welcome Kit consists of one black laundry bag, one green dry cleaning bag (if applicable) and one white mesh “special attention” bag and a welcome card.
What if I am not home when you pick up and deliver?
No problem. Just leave the laundry somewhere we can access it and then log into your account and edit your Pickup/Delivery Instructions. Many customers have us leave their laundry at their back door or in a foyer if they are not home. Whenever possible, please select a drop-off site that’s protected from the elements.
When will my laundry be picked up and returned?
That depends on your neighborhood. We make every effort to build our routes to make sure you have a consistent and convenient pickup/drop-off time.
When is the latest I could schedule a pick up?
We prefer you schedule your pickup by 4:00 am the day of your pickup. This allows enough time for the drivers to plan their routes for the day.
Is there any way that Top Drawer Laundry could remind me to leave my laundry out for pickup?
Sure. We send all of our customers email and text reminders at least 12 hours before scheduled pickups.
I forgot to leave my laundry out on pick up day. What should I do?
Could you pick up and deliver to my place of work?
Absolutely. Many of our customers have Top Drawer Laundry pickup and deliver to their workplace. Just specify in your laundry preferences the pickup and delivery details.
It's raining outside and I'm afraid my clean laundry will get wet. What should I do?
When the weather’s bad we double-bag your laundry to make sure it’s protected from the elements. We always do our best to protect your laundry however, we cannot be responsible for laundry that is lost or damaged by the weather after it’s dropped off at your home. Please review the terms and conditions for more details.
If there's severe weather and the roads are unsafe will my laundry be returned on time?
However rare this is, it can happen. If there is a severe storm, such as a blizzard or a hurricane, we will return your laundry to you as soon as it’s safe to for our drivers to do so. We will keep you updated to any changes via phone, email and/or text.
What is the turnaround-time?
You can expect your laundry to be returned less than 24 hours after we pick it up. Dry cleaning will be returned within 72 hours of pick-up.
I would like some of my clothes returned on hangers, but I don't have a spot for the driver to hang the clothing, what should I do?
If there is not a hook available for the driver to hang your laundry on we will provide one for you.
Where is laundry left for pickup/drop-off?
We recommend that your pickup/drop-off location be protected from the elements if possible. Most customers have us leave their laundry on a front or back porch, in a garage or with their building manager. We also use common sense and watch the weather. If a hurricane or blizzard is coming, we’ll contact you and make alternate plans.
Can I get texts as well as, or instead of, emails?
Absolutely. Just log into your account and adjust your notification settings.
What happens if I have special instructions one week?
Simple. Just log in to your account and update your Laundry Preferences adding a note in the “Laundry Instructions” or “Folding Instructions” field. Our employees check your personal laundry profile for any changes every time they process your laundry.
Will my clothes be washed or dried with other customer's clothes?
No. We wash and dry our customers’ laundry individually in separate machines.
I want my laundry washed, dried, and folded a specific way, is that possible?
Absolutely! You have full control over how your laundry is done. Choose the water temperature, the type of detergent, and whether you like fabric softener or not. You can also tell us how you want your clothes dried and folded.
Can I get my clothes air dried?
Yes, but please keep in mind that since we have 24 hour laundry turnaround time, some clothes will be returned damp.
Can my roommate and I share an account?
Sure, but for your convenience we highly recommend you each sign up for your own account. If you do decide to share an account you will have to separate your laundry upon its return.
What is the black bag for?
The black bag is for everyday laundry.
Does Top Drawer Laundry wash, dry, and fold bedding?
Yes, we do!
I'm really particular about how I like my laundry done. Can I make special requests?
We do our best to accommodate every request. If there’s something special we need to know just log into your account and update your laundry and folding instructions.
Do you treat stains?
Yes, we do. Please place all stained clothing in the “Special Attention” 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. 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 stain before putting the garment in the bag, it will increase the odds of success.
What happens if you lose/damage some garments?
While we are known for our high quality care, mistakes can happen. If we lose or damage an article please notify customer service within 48 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’s dropped off at your home. Please review the terms and conditions for more details.
Does Top Drawer Laundry do tailoring?
Do we text and email customers 12 hours before or just email?
Please send me all the automated responses so I can see what they say.