Poplin - Nationwide Personal Laundry Service

FAQS

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Care of Laundry

Detergent

When placing an order, Poplin Laundry Pros give you 3 detergent options:

Premium-scented
Hypoallergenic (unscented/sensitive skin)
Provide your own

If you choose premium-scented or hypoallergenic, your Laundry Pro will use a top-rated premium brand detergent. If you choose “provide your own,” please include your detergent with your pickup. Your Laundry Pro will use your detergent and return any unused detergent to you.

Dry Temperature

Poplin Laundry Pros dry on low-medium heat; never high heat.

Fabric Softener

Fabric softener is not recommended because it damages fabrics and shortens the life of clothes; therefore, Poplin Laundry Pros do not generally inventory or use fabric softener. However, if you want fabric softener simply request it in “special instructions” and provide the fabric softener you want and it’ll be done for you. There is no extra fee for this.

Hang Dry

For Standard (next-day) laundry service, your Laundry Pro is happy to accommodate requests for items to be hung dry. Hang dry is not available for Express (same-day or overnight) service. For Standard (next-day) service, if you want items hung dry:

For Poplin’s Standard (next-day) service, if you want items hung dry:

Select “hang dry” and “hangers.”
Put your hang-dry items in a separate bag and label the bag “hang dry.”
Put the correct number of hangers in your hang-dry bag. (Poplin Laundry Pros do not stock hangers.)

That's it. Your Poplin Laundry Pro will hang dry those items and return them to you hung and dry. There's no extra charge for this service, but please be aware that hang dry items are weighed after they are washed, dried, hung, and packed, which means they get weighed with the hangers.

Hot or Cold Wash?

Poplin Laundry Pros launder clothes in cold water, as recommended by laundry experts. However, if you want them to launder in hot water simply request it in “additional instructions” and they’ll accommodate you.

Other Laundry Products

Poplin's Laundry Pros only inventory detergent, which is included with your wash-dry-fold service; however, you can include any laundry products you want used with your service (for example fabric softener, dryer sheets, bleach, etc.) and your Poplin Laundry Pro will use what you provide, as per your instructions, and return what is not used to you. There is no additional charge for this.

Other Services

Poplin is a wash-dry-fold personal laundry service platform.

Poplin's Laundry Pros do not look for stains, treat stains, or use any stain removal products.

Poplin's Laundry Pros do not offer additional services like ironing, lint removal, shoe cleaning, hand washing, or dry cleaning.

Poplin's Laundry Pros do offer a “hang dry” option.

Pack by Family Member

Poplin's Laundry Pros try their best to pack laundry by family member and item type, so it's easy for you to put your laundry away. Feel free to include any special requests in “additional instructions” and/or message your Laundry Pro.

Pricing & Payment

Price

Standard (next-day) laundry service is $1/LB in most zip codes, higher in some. Express (same-day or overnight) laundry service is $2/LB in most zip codes, higher in some. Pickup and delivery is free.

Cost per Bag?

There’s no per-bag charge; you are charged per pound of laundry. The number of bags you provide does not change the per pound price. In fact, smaller bags are better for Laundry Pros!

Poplin’s Standard (next-day) laundry service is $1/LB in most zip codes, higher in some. Poplin’s Express (same-day or overnight) laundry service is $2/LB in most zip codes, higher in some. Pickup and delivery is free.

Estimated Cost

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An average hamper of clothes weighs about 10 pounds. That might help you estimate the cost of your service. Or, simply weigh your laundry using a bathroom scale. First weigh yourself. Then weigh yourself holding each bag of laundry. Subtract one from the other and this will give you the weight of your laundry. Most households send 20-60 pounds of laundry per week. Curious about what 40 pounds looks like? See photos of different laundry amounts here.

Forms of Payment

Credit cards and debit cards are the only acceptable form of payment.

Gift Cards

To purchase gift cards, please go to Poplin.co/gift-cards

How to verify weight

To verify the weight of your laundry simply weigh the bags after they're delivered. You can easily weigh the bags at home with a standard bathroom scale. First weigh just yourself, then again while holding each bag. Subtract one from the other and you'll get the weight of each bag of laundry.

Oversized Items ($8 Extra)

Oversized items, like comforters, are an EXTRA $8 per item (that's in addition to the cost per pound). An oversized item is one that requires its own wash/dry cycle in a standard sized residential washer/dryer.

Minimum Fee

The minimum order charge is $30. You can put out as little or as much laundry as you want, but if the weight multiplied by the cost/pound is less than $30, you’ll be charged $30.

Preauthorization

When you place an order, your credit/debit card is “pre-authorized.” The amount can vary and depends on your order history, the size of your order, and other factors. This preauthorization confirms that the funds are available on your credit/debit card and puts a “hold” on those funds. You are not charged this amount.

After your laundry is washed, dried, folded, packed, and weighed, your credit/debit card (or gift card or Poplin credit) is charged the cost of the service, and the “hold” amount is released.

If you cancel an order the “hold” amount is released. Please note that Poplin releases the “hold” amount immediately, but it's your credit/debit card company that determines when those funds are available to you.

If the preauthorized amount is a problem for you, we recommend you use a credit card instead of a debit card. Credit cards hold the amount from your credit line rather than charging and refunding you.

Receipt

After your laundry is washed, dried, folded, packed, and weighed, your credit/debit card will be charged for your service and you’ll be emailed a receipt.

Weighed Wet or Dry?

Your laundry is weighed after it's dry. It's not weighed when it's wet. Your Laundry Pro will gladly pick up wet laundry, although please put them in small bags so that each bag isn't too heavy. After your laundry is washed, dried, folded, packed, and weighed, your credit/debit card is charged for the cost of the service.

Potential Fees

Trust and safety fee

To enable Poplin to operate a safe and secure platform, we collect a small service fee of $3 on orders. You will clearly see this on your estimated cost breakdown.

Surge pricing

Surge pricing only applies if a Laundry Pro had to be incentivized to accept your previous orders multiple times. Laundry Pros are incentivized to accept orders they might otherwise reject. Common reasons for needing extra incentives include:

Additional requests that take more time
Small order size
Limited capacity for more orders

Surge fees are never charged without your prior approval.

Missed pickup fee

A $10 fee is applied if your Laundry Pro arrives for pickup but your laundry is not at the designated pickup location.

Unsanitary fee

A $20 fee may be charged if your laundry is deemed to be unsafe for Laundry Pros to service.

Learn more about potential fees.

Pick-up/Drop-off

Time of Pickup/Drop off

The timing of pickups and drop-offs depends on the service speed you select.

‍STANDARD SERVICE

Your pickup and delivery times depend on when you place your order:

Orders placed before 3pm are picked up before 8pm that day and delivered by 8pm the following day.
Orders placed after 3pm are picked up before 8pm the following day and delivered complete by 8pm one day after that.

Of course, Poplin’s Laundry Pros try to provide as prompt service as possible, so pick-up and drop-off often occurs well before our deadlines.

If your order is over 100 pounds your Laundry Pro may need an extra day to deliver. Immediately after your order is assigned, your Laundry Pro will message you with an approximate pickup time, which is usually within a couple of hours of placing your order.

You can also message your Laundry Pro and inquire about their schedule or coordinate pick up and drop off times.

‍EXPRESS SERVICE

Express service deadlines vary depending on when your order is placed.

Orders placed before 10am are picked up by 2pm and delivered by 8pm that evening.
Orders placed between 10am-3pm are picked up by 8pm and delivered by 10am the following morning.

Orders placed after 3pm are picked up by 2pm the following afternoon and delivered by 8pm that evening. However, Laundry Pros will do their best to pick up between 3-8pm the day the order is placed.

Express service has a weight limit of 60 pounds and does not allow for hang-dry items.

Do I need laundry bags?

You can put your laundry out for pickup in any bag you want, disposable bags, or your hamper. Most people use disposable bags. If you use your hamper your Laundry Pro will transfer your clothes to a disposable bag and leave your hamper behind. You can also use laundry bags, which your Laundry Pro will return to you laundered.

Free pickup/delivery

The laundry service that your Poplin Laundry Pro provides includes free pick up and delivery (7 days a week).

Hotel Guests

Poplin Laundry Pros service hotel guests nationwide. The service provided and the ordering process is the same as if you were ordering from your home.

A few important points to note:

Designate the “front desk” of your hotel as your pickup/dropoff location. Laundry Pros cannot pickup/dropoff from/to a hotel room. Poplin Laundry Pros service hotel guests through the front desk of the hotel only.
Make sure to label each bag with your name, “Poplin Pickup,” and the bag number (for example 1 of 3, 2 of 3, etc.). Proper labeling of your bags is important, as there are often multiple customers staying at the same hotel.

Schedule a pick up

Poplin is an on-demand laundry service platform, like UBER. In most cases your laundry is picked up shortly after you place an order, though this varies depending on the time your order is placed and the service speed selected. See the FAQs about pickup and drop-off for more details.

However, at this time, there is no way to “schedule” a pickup for a later date.

Can't leave laundry out

When ordering, most customers put their laundry at the designated pick up spot, and let Laundry Pros do the rest. It's incredibly easy and convenient. However, if you can’t leave your laundry out after you place your order, never fear. Here’s how Poplin can accommodate you.

When the order is accepted you'll get a message from your Laundry Pro indicating a pickup time. Message your Laundry Pro back and let them know that your laundry will not be out and that he/she should knock/ring/message once they arrive, at which time you can hand-deliver your laundry. If your Laundry Pro's pickup/delivery time doesn't work for you then you can message them to agree upon a mutually convenient time.

In either case above, after you place your order you will be asked to put your laundry out for pickup. You may ignore that request. Please note: You will be billed a surcharge fee of $10 if your Laundry Pro arrives for pickup and is not able to secure your laundry.

Business Accounts

Poplin Laundry Pros service many types of business accounts. All the information in the Help Center, on our website, and in the app applies for business accounts as well as residential.

If you have over 500 pounds of laundry/week please contact us so we can discuss how we can best service you and offer you a dedicated account manager.

Limitations

Size Limitations

Poplin Laundry Pros will launder anything that fits in a standard sized residential washer and dryer.

Poplin Laundry Pros cannot accommodate extra-large items, like king comforters. Any item that cannot be laundered will be returned in a separate bag, not laundered, not weighed, and no charge.

Unsafe or Unsanitary Laundry

Poplin Laundry Pros do not service unsafe or unsanitary laundry. They 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.

Weight Limitations

For Standard (next-day) laundry service, there is no maximum amount of laundry we can do for you; however, if it's over 100 pounds Laundry Pros may need extra days to complete the work. For Express (same-day or overnight) service, the weight limit is 60 pounds.

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NATIONWIDE PERSONAL LAUNDRY SERVICE IN OVER 500 CITIES

Your clothes like

you've never seen them

Your Laundry Pro will professionally wash, flawlessly dry, expertly fold, and deliver your laundry.

Laundry is

Ashley A.

"I absolutely love making my customers happy. I try to go above and beyond for them!"

Maria P.

"I love serving my customers, making a difference in their lives by taking a load off their schedules, and helping those who can't do laundry."

Janet S.

"I am so grateful for my amazing, regular customers, who are so kind and appreciative of the service I provide!"

Monique B.

"My customers are the best. They've become a part of my life!"

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"I love helping people with something that can be very overwhelming and tedious. Everyone feels better with clean clothes!"

Particular about your laundry? Poplin Laundry Pros are too.

No sock left behind

No mixing

No high heat

No worries

Your laundry,

FAQS

Want to know more?

NATIONWIDE PERSONAL LAUNDRY SERVICE IN OVER 500 CITIES