FAQ
Here are the most frequently asked questions about our laundry services. Feel free to give us a call for more info!
GENERAL
What laundry services do you offer?
We offer Wash-Dry-Bag (drop-off), Wash-Dry-Fold (drop-off), Wash-Dry-Fold with pickup & delivery and Specialty Item wash and dry.
How do I book your services? Do you have an app?
Yes! You can download our iPhone app or Android app to book our laundry services. If you prefer to book through our website, you can do that here.
Do you have a loyalty program?
We do! We have a point-based loyalty program where every $1 spent on laundry services accrues 5 points. Once you reach 500 points you can redeem for $5 OFF your next order.
Go to 'Rewards' in our app to sign up for the program, or opt in via the link in your order confirmation.
Do you do drycleaning?
Sorry, we don't offer drycleaning.
Do you have self-service and a cafe?
Not anymore, unfortunately. During the pandemic, we prioritized the health and safety of our team and community by pivoting to a drop-off only model. This was a huge lift for our small business.
We won't be switching back to self-service for the foreseeable future, so please let us do the heavy lifting for you! You can customize your order and our team will take really great care of your laundry.
What safety measures do you have in place?
A sanitary workplace is of the utmost importance to us. We store unlaundered loads in a separate area from clean loads. We vigilantly disinfect surfaces and knobs. We sanitize carts, rinse machines and wipe folding tables in between each wash and fold.
Can you use my detergent?
In the interest of keeping things streamlined, please don't bring your own detergent. We'll include a complimentary dose of unscented laundry powder. If you prefer a subtle scent, you can select lavender-jasmine laundry powder from our add-on menu ($1).
Do you have dedicated machines for fragrance-free laundry?
We don't have dedicated machines set aside for unscented loads, but we do run a 1-minute sanitizing rinse in between each customer. If the customer ahead of you selects scented powder for their order, any residue would be flushed out before your load goes in.
If you're sensitive to scents, rest assured that the lavender-jasmine powder we use on site is very light. It's scented only by natural essential oils and it's not overpowering. It contains no synthetic fragrance.
Can you use my dryer sheets?
Sorry, we can't. Dryer sheets aren't biodegradable and they're often laced with toxic ingredients. We offer these alternatives: distilled white vinegar and reusable dryer balls.
White vinegar removes buildup in your laundry and will make it feel softer to the touch. Dryer balls, which you may order online or purchase from us in-store, can also soften laundry and reduce static.
How do I pay for your services?
When you book pickup & delivery, you can easily pay online at the time of booking.
If you drop off in-store, you can tap or insert a credit card or debit card via the card reader. We also accept Apple Pay and Google Pay.
Cash is okay but you'll need to bring the exact amount when you pick up (we aren't able to make change).
PICKUP & DELIVERY
When are your pickup & delivery time windows?
For Wash-Dry-Fold service, our pickup windows are Monday through Saturday 9am-12pm, 6-8pm and 7-9pm. On Sunday, our pickup window is 2-5pm.
Return delivery windows are Monday through Friday 11am-3pm, 6-8pm and 7-9pm. On Saturday and Sunday, 11am-3pm.
Our team serves all five New York boroughs.
We also have flex pickup & delivery (30-minute windows throughout the day) powered by Uber. Please note that if you choose this option, you'll be interacting with Uber drivers, and not Celsious drivers.
Please find info and pricing here and book here.
What if I miss my scheduled laundry pickup or delivery?
Missing your laundry pickup (after a 5-minute driver wait) or cancelling less than 1 hour before the start of a scheduled pickup window will result in a $25 missed pickup fee.
Missing your return delivery (after a 5-minute driver wait) or cancelling less than 1 hour before the start of a scheduled delivery window will result in a $15 missed return delivery fee.
This is to ensure every customer can book the delivery window that works best for them and our drivers are able to service their routes as efficiently as possible.
DROP-OFF
If I drop off in person do I need to make an appointment?
No appointments necessary. We accept walk-ins throughout the day, Monday through Sunday. Please check our website footer for hours.
If you can't come in person, we can also pick up and deliver to your doorstep! Head here to book your pickup.
How should I prepare for my visit?
First, choose Wash-Dry-Bag or Wash-Dry-Fold service. If you choose Wash-Dry-Bag, you'll need to sort your laundry at home so that the contents of the entire bag (and the bag) can be washed and dried together on the same settings.
If you choose our premium Wash-Dry-Fold service, there's no need to pre-sort (we'll do that for you).
Bring your laundry loads in washable laundry bags. Make sure the bags are fully closed.
Why do I need to use washable laundry bags that close?
We prefer drawstring laundry bags or bags with enough space at the top to be knotted, in order to prevent items from falling out before and after the laundry is processed.
If you don't have a bag like this, we can place your items in one of our rental bags ($1) and return your load in a clean plastic bag ($1).
We'll empty the contents of the bag into the washer, and add your bag too, so that everything returned to you is clean.
If I rent a bag, do I get to keep it?
No, the rental bag is there to prevent unlaundered items from falling out of your open bag while on site. Once clean, we'll put your laundry in a paper or plastic bag ($1).
To avoid plastic waste, we suggest finding a drawstring laundry bag that you can wash and dry (plenty of options online) or purchasing one of ours ($12).
Do you mix loads?
Never. Only one customer at a time per washer and dryer. We also run a 1-minute sanitizing rinse in between each customer's load.
Can you take out one item and return it to me wet?
We can't. Everything must be fully dry before it is stored for pickup.
Can you hang dry some of my items?
We can't, but here's a solution: Select 'No Heat' for the pieces in your Wash-Dry-Fold load that you would like air dried—they will be ready in approximately 48 hours.
Will I get my laundry back today?
Yes, as long as you drop off before our daily cutoff time for same day service, which is 3pm (Monday to Sunday).
For Wash-Dry-Bag, same day turnaround is at no extra charge. For Wash-Dry-Fold, it's an extra dollar per pound for the expedited service ($3.45/lb).
If I pay extra, can I get my laundry back faster?
Let's say you can't make it here before our same day cutoff but need your laundry back ASAP. Give us a call and we'll let you know whether we can fit you in depending on the volume of drop-offs that day. If we confirm it's possible, a $10 rush fee will be applied to your order. We also offer an Express Wash-Dry-Fold service (max. 4 hour turnaround, $5.75/lb).
How will I know when my laundry is ready?
We'll send you a text message to notify you when your laundry is ready for pickup. Please note that our system cannot text non-US international numbers at this point.
I have a pillow, comforter or weighted blanket in my load. How much will I be charged?
If your load contains pillows, duvet inserts or comforters, you'll be charged by item (comforter - $38, pillow - $24). While your load might not weigh much, those bulky items require more space in the washer for the best washing experience, and longer drying times (24 hours). Weighted blankets require even longer drying times and are priced at $59 per item.
