Frequently Asked Questions about FreshStart Laundry Delivery Service
How do I sign up?
Just click "My Account" or "Schedule A Pickup" to get started!
How much does your service cost?
Pricing couldn't be easier. Regular weekly customers are charged $2.09 per pound and "on-demand" customers are charged $2.25 per pound. Dry cleaning and large bedding items are priced by the piece.
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.
Is there a minimum charge?
There is a minimum charge of $35.00 per pickup.
I forgot to leave my laundry out on pickup day. What should I do?
Contact Customer Service by calling (203) 406-7496 or emailing erika.freshstartlaundry@gmail.com. If our drivers are still in your area, we will make every effort to arrange for a pickup.
I missed my pickup day. Is there a missed pickup fee?
We've put in place email and text reminder tools to 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 missed pickup fee to cover costs.
Is there any way that FreshStart Laundry could remind me to leave my laundry out for pickup?
Sure. We send all our customers email and text reminders 24 hours before scheduled pickups.
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 customers modify their order 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.
When is the latest I could schedule a pickup?
We prefer you schedule your pick-up by 4:00 am the day of your pickup. This allows enough time for the drivers to plan their routes for that day.
Could you pick-up and deliver to my place of work?
Absolutely. Many of our customers have FreshStart 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 is 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 for our drivers to do so. We will keep you updated to any charges via phone, email and/or text.
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.
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 pickup.
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 put my pickups on hold while I'm on vacation or out of town?
If you are going to be away just log into your account and place your account on "vacation hold" until you return.
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 customers’ clothes?
No. We wash and dry our customer’s laundry individually in separate machines.
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 lime green bag for?
The lime green bag is for everyday laundry.
Does FreshStart Laundry wash, dry and fold bedding?
Yes, we do!
I'm particular about how I like my laundry done. Can I make special request?
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 pre-treat 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 FreshStart Laundry tailor garments?
We do not.