Frequently Asked Questions

Laundry Care

  • Detergents: When scheduling your laundry pick-up, you’ll select detergent preference between premium-scented or hypoallergenic (unscented/sensitive skin).

    Dryer sheets: In effort to minimize environmental waste, we opt out of using dryer sheets and instead use wool dryer balls.

  • We launder clothes in cold water, as recommended by laundry experts and to reduce our energy footprint. However, if you want us to launder in hot water simply request it in “special instructions.”

  • We take a retail approach to our folding to minimize wrinkles and easily transition from The Fluff bags to your closet or drawers.

  • Our laundry professionals work out of professional laundry facilities. Your laundry is not done by gig workers in private residences.

  • We will credit your account for the value of the item damaged.

  • Yes, we will work on the stain to establish if it is possible for the stain to be removed by The Fluff.

  • We do not service unsafe or unsanitary laundry. We also don’t service laundry that includes excessive pet hair.

    Before you place an order you will be asked to certify that your laundry:

    Is safe and does not include bed bugs, fleas, roaches, or biohazardous materials.

    Is sanitary and does not include feces, urine, blood, or vomit, beyond traces normally found in household laundry.

    Does not include excessive pet hair.

    Violators incur a $20 fee, laundry returned “as is,” and the account may be closed.

Pick Up & Drop Off

  • You can schedule online or by downloading our app. You’ll enter your contact information, set your cleaning preferences, detail your preferred location for pickups and deliveries, add your payment information, and select your date and time of your first pickup.

  • Leave your laundry in disposable bags (tall kitchen works best) for our drivers to pick up. Please avoid sending your laundry in hampers or on hangers.

    We will return your clean laundry in The Fluff laundry bags. Once you have these laundry bags, you can stuff them full at your convenience for future orders. If you need more bags or replacement bags, just ask!

  • No, most of our pick-up and deliveries are contactless. Feel free to leave a note for where to collect or drop off your clothes (ex. front door, side porch, garage door) in the “Special Instructions” section.

Billing & Payments

  • We’ve ditched the per lb pricing model and keep things simple with our flat-rate bag pricing.

    Standard Bag (holds 18-20 lbs of laundry on average) is $40.

    X-Large Bag (holds 30-32 lbs of laundry on average) is $60.

    Our flat-rate wash & fold pricing makes laundry predictable. Stuff your bags full; it doesn’t change the price!

    Included in this pricing:
    Pick-up and delivery
    48-hour turnaround time
    Premium detergent
    Washing and folding of laundry
    Reusable laundry bags for future use

    We also offer ways to save! Click here to learn more.

  • There are no additional or hidden fees at The Fluff! Everything is covered as part of our flat rate bag pricing.

  • Yes, you can opt to expedite your laundry order to a 24 hour turnaround (instead of the standard 48 hour) for an additional 10% per bag.

  • With our convenient monthly subscription, you’ll receive four bags for laundry service each month, perfect for keeping your wardrobe fresh and clean. Please note that unused bags do not roll over to the next month, so be sure to take advantage of your monthly allowance to enjoy the full benefits of our service.