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Laundry delivery FAQ. We’re here to help make laundry day easy!

Laundry Delivery User Guides

The Folde Laundry Delivery Service

What to Expect?

A Guide to Your First Service

This in-depth guide to your first laundry service walks you through FAQ from scheduling all the way to getting your clean clothes delivered.

Laundry Delivery Tips | The Folde | Austin & Houston, TX

Leaving Clothes Out

Tips leaving clothes out for pickup

Does leaving your clothes out for pickup seem strange? It’s not! It’s common. Here are some tips from our delivery drivers.

Laundry Delivery Tips | The Folde | Austin & Houston, TX

Meet the Bags!

How do the laundry bags work?

We use different bags to differentiate treatment and pricing. It’s up to you to control the treatment and pricing of your order.

Laundry Delivery Tips | The Folde | Austin & Houston, TX

Treatment Details

We keep your clothes safe!

Our goal is to deliver quality! We think folding laundry is an art, not a science. We’re real people doing real laundry – really well!

Laundry Delivery Tips | The Folde | Austin & Houston, TX

Laundry Frequency

How Others Use The Folde

There is no one size fits all solution – but here is some advice from our current customers to help you find your sweet spot.

The Folde Next Day Laundry Delivery Service

Next Day Delivery

We now offer next day laundry delivery!

All wash & fold laundry orders are eligible for next-day laundry delivery. In the app, you’ll be prompted with the $5 charge.

Laundry Delivery Service FAQ

How much does it cost?

Our flat-rate wash & fold laundry pricing makes laundry predictable and affordable. We’ve eliminated the hassle and sticker shock of per pound pricing. Stuff your bags full; it doesn’t change the price! With that, we have a $35 bag & a $45 bag for wash & fold laundry.

Dry cleaning & launder-press garments are priced per piece between $3-$6.

What you should look for in a delivery laundry service?

It’s important to know who is doing your laundry!

While you might not care who is delivering your pizza, you should care who is doing your laundry. With the rise of middle-man apps that pair you with the closest or cheapest service provider, you have no idea who is picking up, cleaning, and delivering your clothes. And, this likely changes order-to-order – sometimes even being sent to individuals to wash at their home instead of a professional company operating in a professional laundry facility.

At The Folde, we’re real people doing real laundry – really well. Our Laundry Care works because we really care about your laundry.

What should you expect from your first order?

We get it; this whole pick-up and delivery laundry concept is new. We’re here to help bridge the gap between your traditional laundry practices and our new, digital take on it. We’ve put together a complete guide to your first order here.

How do most people use The Folde?

It’s not always clear how to best use it in unison with the rest of your life: budgets, schedules, work, school, family, etc. There is no one size fits all solution.

We asked our customers how they use The Folde to better show you the flexibility that a residential laundry service can provide. Here is what we found.

How do I customize my laundry preferences?

Laundry is tricky! Everyone has their own preferences. And, it’s our goal to make sure you know how to share these preferences with us. After all, saving time on laundry day isn’t worth much if it’s not exactly how you want it, right?

We offer customizations for detergent, softener, bleach, hang-dry, folding preferences, hanging preferences, and more. Here are some tips to help you customize your laundry preferences before scheduling your next order.

How do the bags work?

With your first order, you will be provided two specific wash and fold bags and one specific dry cleaning bag to easily separate your dry cleaning clothes from your wash and fold clothes.

Please note that any items that you wish to be pressed should be included in the dry cleaning bag and will be priced individually. Learn more about our laundry bags here.

Do you offer next-day service?

Yes! We offer next-day delivery for wash & fold laundry orders for an additional $5.

In your app, you first have the option to select which laundry services you need. The options here are 1) wash & fold laundry service and 2) dry cleaning service, or 3) both.

If you only need wash & fold laundry service, you’re eligible for next day laundry delivery. Not into that? Two-day service is still available at the same price and the same scheduling availability.

Delivery Q&A

Do you accept walk in orders?

We do not. All ordering is processed online for pick-up and delivery service. Got questions? Feel free to contact us here.

How do I know if my address is within your delivery zone?

The easiest way to know if your address is serviced is to sign up for an account here. Once you enter your address you will be notified if your address is serviced. If your address is not currently serviced, you will be notified when service reaches your area.

You can also see our delivery radius for both Austin & Houston, TX here.

What are your pickup and delivery time slots?

The best way to find out is to sign in here.

On Monday, Wednesday, and Friday our AM pickup and delivery route is from 8am – 1pm and the PM pickup and delivery route is from 2pm – 7pm.

On Tuesday, Thursday, Saturday, and Sunday all pickup and deliveries are from 10am to 3pm.

Next day wash & fold deliveries are available for wash & fold orders picked up before 3pm for +$5. More info on next day service here.

With a 5-hour delivery window, we keep you notified by automated text messages when your driver has a more accurate ETA. However, most customers opt to leave their clothes out for pickup. If you have any notes on where to collect your clothes (ex. back porch, by garage door, at concierge desk, etc) feel free to include those in your address notes. Here are some tips for leaving your clothes out for pickup and delivery.

I was notified my laundry delivery was delayed. What do these delays mean?

There are a few reasons that a laundry delivery might be delayed. While we always work to get everything delivered on schedule, there are some instances where we need more time to clean properly. These vary in cause from errors on your end to errors on our end.

Here is what these special situations are, how to fix them moving forward, and when you will get your clothes back.

I missed my pickup. How do I reschedule?

Missed pickups happen! We understand. However, our drivers operate on very full routes. These routes operate like a UPS or FedEx route – not a pizza delivery or an Uber ride.

The driver will notify you when they are on the way through our automated messaging system. If no clothes are left out, they will personally 1) call you, 2) text you, 3) then call you again from the same phone number. If at that point we can’t reach you in 3-5 minutes, our drivers are instructed to move on with their route.

You will need to create a new order in the app or by contacting customer support.

Treatment Q&A

How do the bags work?

We use different bags to differentiate service, treatment, and pricing. This means it is up to you to control the treatment and pricing of your order.

Wash & Fold Bags: Our wash and fold bags come in two sizes:

  1. Standard Bag ($35 – roughly 3+ loads)
  2. X-Large Bag ($45 – roughly 5+ loads).

Items in the wash & fold bags get treated like regular laundry – washed, dried, and folded.

These bags hold your everyday laundry including clothing, towels, sheets, and other items that you would run through a personal washer and dryer.

As part of our wash & fold service, we hang and steam all collared shirts, dresses, and blouses.

Dry Cleaning & Launder Press Bag: This garment bag for our dry cleaning and launder press service doubles as a garment carrier. Garments included in the dry cleaning bag are either laundered or dry cleaned then pressed or steamed depending on the manufacturer’s recommendations. Dry Cleaning services are priced per item.

How do I know my laundry is safe?

With a good laundry service, it’s all about what you don’t see! We don’t like wrinkles. We think folding laundry is an art, not a science. And, we believe you should know who is doing your laundry – not just ordering from any app you find online.

Here is more information on our treatment processes.

Can I get a replacement bag?

Yes! If you need a new laundry bag, one will be provided with your next order for $5. Feel free to specify in your order notes or ask your driver at pickup.

Can I put laundry into my dry cleaning bag?

Our dry cleaning bags are much larger in size as compared to our two flat-rate wash and fold bags to accommodate the gentle nature of our dry cleaning product.

Any clothes not transferred to the proper The Folde branded bags will be estimated for pricing into our flat-rate bag pricing structure. As such, any wash & fold that is included in our dry cleaning/launder press bags will be charged as a Standard Bag ($30) and an XL Bag ($40) totaling $70.

Who is responsible for items left/damaged in pockets?

As part of our thorough and complete cleaning processes, we check all pockets before any treatment begins. However, pens, lipstick, and gum can be sneaky. They do their best to ruin your day and ours.

While we always go above and beyond to prevent damage. And, in the case that garments are damaged from customer oversight of items left in the pockets, we will do our best to fix the damage at no extra charge. However, we are not responsible for any remaining damage due to customer oversight.

So, help us out! Please check your pockets!

Billing Q&A

How much does it cost?

Our flat-rate wash & fold laundry pricing makes laundry predictable and affordable. We’ve eliminated the hassle and sticker shock of per pound pricing. Stuff your bags full; it doesn’t change the price! With that, we have a $35 bag & a $45 bag for wash & fold laundry.

Dry cleaning & launder-press garments are priced per piece between $3-$6.

How do I update my credit card?

To update online: Log in to the app from your mobile device or log in to www.thefolde.com/order from your computer. Navigate to your “profile tab” using the menu in the top left corner. Add new payment info into the “payment” row.

To update by phone: Feel free to call 833-676-5807 to speak to one of our team members and get this updated by phone.

To update by chat: From the website, you can chat with one of us in the chatbox that pops up in the bottom right corner of your phone or computer screen.

I didn’t understand the pricing. Can I get a refund?

We handle refunds on a case by case basis. However, all pricing options are stated clearly online and in the app. The Folde is not liable for issuing refunds or credits on the sole basis of not understanding the pricing structure. We’ve worked to make it as transparent and simple as possible. For questions on pricing or billing, please contact support.

Do you charge extra for special requests?

There are some special requests that we charge extra for. The easiest way to view this is by logging into your account and browsing your account preferences.

These include:

  • Fabric Softener: $.50
  • Bleach: $1
  • Hang dry: $5/bag
  • Sanitization: $10
  • Replacement bag: $5
  • Next-day wash & fold delivery: $5
  • Missed pickup: :$15
What is the $15 missed pickup fee?

All missed pickups are charged a $15 missed pickup fee. This includes orders that are skipped up to two hours before the route starts. If we reserve your spot on the route, that means someone else was left off the route so we could care for your laundry. The $15 fee helps us cover some of the lost cost of a missed pickup. And it helps you remember to set your clothes out next time!

Do business owners or Airbnb rental hosts get discounted pricing?

Yes – we offer commercial pricing and free delivery to all business and commercial partners. For more on our discounted commercial laundry pricing, choose which service you’re interested in here.

Submit a Support Inquiry

Support is available Monday – Saturday 12PM-6PM. Please submit your inquiry below and we will be in touch as soon as possible. We appreciate your patience!

Ready to get started with delivery laundry service?