Frequently Asked Laundry Questions

Read our frequently asked laundry questions to learn how you can manage your laundry schedule and how you can create a laundry plan that’s right for your household.
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Top Frequently Asked Laundry Questions

What happens if Laundry Genie loses or damages one of my items?

At Laundry Genie, we do all that we can to ensure your clothes are handled with care. We follow the standards and policies set forth by the Fabricare Industry to limit wear or damage. However, we cannot guarantee against all color loss, color bleeding, shrinkage, or damage to weak and tender fabrics.

Laundry Genie is not responsible for any reparation beyond $100 for damaged items. Single items can’t be valued beyond $25.00 for reimbursement.

While we will do our best to remove and return items left in your clothes, Laundry Genie is not responsible for lost or damaged items left in your pockets.

If you have any missing items, you have 24 hours to inform a member of our team. After 24 hours have passed since the return of your laundry, Laundry Genie will no longer be responsible for lost items.

You are responsible for securing your laundry before pickup and after delivery. We will not be liable for lost or stolen items left at an unsecured location.

What happens if Laundry Genie cannot deliver my order because I have canceled?

You may cancel your pickup anytime. If you cancel your service after Laundry Genie has picked up your items, we will return your order within 24 hours.

What happens if the payment method I have on file cannot be successfully charged?

A member of our team will contact you if your selected payment method is unsuccessful. If payment cannot be secured, or you are unreachable to secure payment, your order will be returned.

Does Laundry Genie re-clean clothes if the stain doesn’t come out?

We do our best to spot-treat stains and ensure the successful cleaning of all your items. If any of your items are returned and have not been cleaned to your satisfaction, please contact us within 24 hours of delivery, and we will do our best to correct any issue.

What is Laundry Genie’s policy on items with risk of damage during cleaning?

Customers are ultimately responsible for what clothes they wish to have laundered. Review all care instructions carefully. If you have items that have become aged or otherwise damaged, Laundry Genie is not responsible for maintaining the integrity of these items. Carefully inspect your clothing before pickup. If you have any items that you believe are at risk, we advise marking them for dry cleaning or hand washing the items at home to prevent further damage or wear.

What is Laundry Genie’s policy on items with faux leather?

Faux leather care varies by item. Before submitting your item with faux leather, carefully review the care instruction on the tag. If your clothing item with faux leather suggests dry clean only, then please submit the item for our dry cleaning services. Generally, faux leather must be gently washed and air-dried. Please submit all special care instructions before pickup.

What does Laundry Genie do when it finds items with potential for color bleeding?

We sort your clothes before washing to help prevent color bleeding. However, we are not responsible for the color bleeding of your items. Please review your items carefully before submitting your items for our standard wash and fold service.

What is Laundry Genie’s policy when it finds pre-existing damage?

While pre-existing damage will be noted, the customer is ultimately responsible for submitting the desired items to be washed, dried, and folded. If you believe an item has become damaged due to an error on our part, please contact us within 24 hours of receipt of your order.

What does Laundry Genie do when it finds Dry Clean or Launder and Press items in Wash and Fold?

When sorting your clothes, our team will do its best to remove any dry clean only items that may have been included by mistake. These items can be dry cleaned for an additional fee.

This Is My First Time Using A Laundry Wash and Fold Service

How do I schedule my first Wash and Fold service?

There are three ways you can schedule your first wash and fold service, including:

  1. Using our online scheduler through our website
  2. Downloading our free Laundry Genie App
  3. Contacting our team via email or phone

What can I expect to happen on my first scheduling?

Scheduling your first pickup is easy and only takes a few minutes. If you live or work within our pickup zones, we can pick up your clothes typically within 24 to 48 hours. Clothes should be placed in a mesh laundry bag and left in a secure place where our team can pick them up. You will be charged by the pound for our wash and fold service. Bulky items and dry cleaning is not included with our by-the-pound pricing. When your clothes are cleaned and folded, we’ll return them to your desired location, usually within a day or two.

Do you send out reminders for laundry pickup and delivery?

We will automatically send all customers reminders within 24 hours of your scheduled pickup. Reminders can be sent through email, text message, or with our smartphone app.

Should I separate my dry cleaning and laundry?

Please separate out your wash and fold service items from your other orders. While dry cleaning and bulky wash items are available for an additional fee, you will need to contact our team for pricing and pickup details.

Can I select a time preference? Or are times preset?

If you have a preferred pickup or drop-off time, we will do our best to accommodate your request. We operate seven days a week and service many areas through Houston and the surrounding cities. Most routes for our drivers are pre-determined 24 hours prior. However, if your requested time falls within our driver’s schedule, we will do our best to accommodate it.

Can I make special requests and preferences?

At Laundry Genie, your wish is our command. Please contact us or include any special instructions when you schedule your pickup. Our team has been trained to accommodate requests for water temperatures, drying temperatures, detergents, fabric softeners, and more!

How do I pay?

You will select your preferred payment method when you set up your account and schedule your pickup. After your clothes have been laundered, your account will be billed.

How will I know the total cost?

Our weekly service starts at just $1.79, and our by request service starts at $1.79. Pricing includes free pickup and delivery. Final pricing will be determined after your clothes have been weighed and sorted at our professional laundry facility. Your account will be charged the final amount.

Service Frequently Asked Laundry Questions

What services does Laundry Genie provide?

We proudly offer Houston’s best wash and fold laundry service. This service offers competitive pricing and includes free pickup and delivery. In addition to our wash and fold service, we offer laundering of bulky clothing, bedding, large household items, and dry clean only clothing for an additional fee. Please contact us for a full list of services and pricing for items outside the scope of our basic wash and fold service.

Are there items that Laundry Genie doesn’t clean?

Our wash and fold pricing includes most basic clothing items. Designer, clothing, bulky bedding, and other household items can be laundered for an additional charge. Contact us if you have questions regarding the laundering of a specific item.

What is the cleaning process for my Wash and Fold order?

After your pick up time has been scheduled, your clothing will be picked up by one of our drivers, who will take your order to our state-of-the-art laundry facility. Your items will be sorted, spot-treated, washed, dried, and folded, then returned to the address of your choosing. Your account will be charged depending on your selected service and the final amount of clothing laundered.

Are there any additional costs for large items in Wash and Fold?

Yes, large and bulky items will be charged separately on a per-item basis. Please contact us for pricing questions regarding large and bulky bedding and other household items your may need cleaned with your standard wash and fold services.

Is there a minimum order size for Wash and Fold?

While we are happy to accommodate small orders, there is a minimum order charge of $45. After the $45 minimum has been reached, the order will be charged by the pound according to your selected service.

What type of detergent can I choose from?

Most major detergent brands are available upon request, including hypoallergenic deterrents. Please specify your preferred detergent when scheduling your service, and we will do our best to accommodate your request.

Do you provide "Green" services?

At Laundry Genie, we want to do our part to protect the environment. Our efforts include using water-efficient washers and energy-efficient dryers. We also strive to utilize technology to limit our environmental impact from our delivery routes to our local laundry facilities.

What happens if my laundry requires hang dry or air dry?

Air drying is available upon request. Please allow an additional 24 hours to accommodate all air-drying requests.

What repair, restoration services do you offer?

If you need repair or restoration services, contact us for details. We have some additional services available for an additional charge, or we may be able to direct you to a trusted partner, depending on your needs.

Do you clean leather?

Leather goods and clothing should not be included with your wash and fold clothing items. Leather goods may be cleaned for an additional per-item cost. Please contact us for details.

Can you clean other specialty items?

Specialty items are not included with our wash and fold service. Please contact us for details regarding your specialty item request.

Do you accept clothing donations?

No, at this time, we do not accept clothing donations.

Are you able to clean wedding dresses?

Wedding dress laundering is not included with our wash and folds services. Please contact us for wedding dress requests, and our team will be happy to share available options and pricing.

Do you clean curtains?

Curtains are not included with our wash and fold services. Please contact us today for pricing and details regarding our curtain cleaning services.

Pickup and Delivery Frequently Asked Laundry Questions

What if I am running late and the delivery is on the way?

If your laundry bag is not available for our team members for pickup during your scheduled pickup time, please contact us as soon as possible to reschedule or select an alternate time.

Is it possible to have my clothes delivered to an alternate address?

Yes, we are happy to accommodate pickup and delivery at the location of your choice within our service zones. Customers may choose to have their laundry delivered to their homes, work, school, or any location most convenient to them.

Can I receive a delivery if I’m not home?

You may instruct our delivery team to leave your laundry if you are not at home. However, we are not responsible for lost or stolen items after your laundry has been delivered according to your request, so make sure you choose a safe, secure location.

What locations do you pick up and deliver to?

We proudly serve Houston and the surrounding area with our wash and fold laundry service. You can determine if we deliver your area using our online scheduler or with our convenient smartphone app.

Is there a service fee for wash and fold pickup and delivery?

Free pickup and delivery are included with our Weekly and By Request wash and fold services. Expedited delivery is available depending on your area for an additional fee.

How late can I request for my laundry to be picked up?

To ensure your desired pickup time, you should schedule your service at least 24 hours in advance. We operate seven days a week, and typically delivery routes are determined early morning the day of.

When will my clothes be ready for delivery?

Clothes are washed quickly at our local laundry facility. All reasonable requests for delivery will be accommodated, and typical delivery times should take between 24 and 48 hours, depending on our current volume and your location.

Can I give you more clothes at the time of drop-off?

Yes, we are happy to take the receipt of additional orders at any time. Please do your best to schedule your wash and fold service at least 24 hours in advance. However, our delivery drivers will be happy to accommodate your request when servicing your area.

Can I get my Wash and Fold turned around for same day laundry pickup and delivery?

Yes, same-day delivery and pickup are available in some of our service areas. Additional fees may apply for our same-day services. Please contact us for details.

What is the difference between Standard Turnaround and Rushed Service?

Our standard service could take 1 day to complete. Rushed or same-day services are available upon request. Both services will receive our By Request or Weekly wash and fold service.

Billing and Payments

Is there a minimum order amount?

Yes, all orders are subject to a $45 minimum. Otherwise, you can select from our Weekly service at $1.79 per pound or the By Request service at $1.79 per pound.

How much does your laundry service cost?

Weekly customers pay $1.79 per pound, or you can select our By Request wash and fold service for $1.79 per pound. $45 order minimum applies. Free pickup and delivery are included with both wash and folder service options.

Do you have surcharges, delivery, or "hidden" fees?

We have order minimums of $45. Additionally, all first-time pickups will be charged $1.79 per pound. Weekly service pricing applies to start on your second pickup. Additional fees may apply for bulky or large items not included with our standard wash and fold service. Rushed services or same-day delivery and pickup are available for an additional fee. For specific questions regarding your order and applicable fees, please contact us.

How do I enter or update my billing information?

To enter your billing information, please follow the prompts during your account setup. Please contact us if you encounter any issues when attempting to enter or save your billing information.