You’re Protected with Poplin

You’re Protected with Poplin

Your safety and peace of mind are our top priorities. We take extensive measures to ensure that every laundry experience with Poplin is secure, professional, and protected.

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Verified and Vetted Laundry Pros

🔍 ID Verified
Every Laundry Pro is required to verify their identity using a secure system that cross-references government-issued ID, personal data, and more.

🛡️ Background Cleared
We perform comprehensive background checks to ensure each Laundry Pro has a clean, law-abiding history.

🤖 AI-Screened
Our proprietary AI analyzes billions of data points across a cross-merchant identity dataset to detect and block bad actors—before they ever join the platform.

📈 Performance-Based Ranking
Our algorithm continually ranks Laundry Pros using dozens of performance metrics, including customer ratings and reliability. Top-ranked Pros receive more jobs—so you're likely to be matched with the very best.

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The Poplin Protection Plan

In the rare event of loss or damage, you're backed by the Poplin Protection Plan, which offers up to $1,000 in coverage. Most customers never need it—but it’s there for peace of mind.

Coverage Tiers

• Basic (included with every order):
  Up to $50 per garment, $300 per order
  
  
• Premium:
  Up to $100 per garment, $500 per order

• Premium+:
  Up to $150 per garment, $1,000 per order
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‍How does Poplin handle reimbursements for lost items?

In accordance with your chosen Poplin Protection Plan, we offer flexible reimbursement options to make things right if something goes missing from your order:

• You can get up to 100% of the retail cost reimbursed (up to your coverage amount) if you choose to repurchase the item and meet our claim requirements.
  
  
• Or, if you prefer, we can issue Poplin account credit up to 100% of the item’s new value (up to your coverage amount), if a purchase receipt is provided. 

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How does Poplin handle reimbursements for damaged items?

If a garment happens to be damaged during service, Poplin will provide account credits based on the Protection Plan you selected for that order. The credit amount is calculated using the item’s gently used value (typically 70% of its original price) and is capped according to the limits of your plan. Our goal is always to make things right — and we’re here to help every step of the way.

To be eligible for loss or damage compensation, just make sure to submit your claim within 14 days of delivery, and follow the steps outlined in our protection plan. All claims are reviewed carefully, and final decisions are made by the Poplin team. 

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Our Laundry Process = Yours at Home

We treat your laundry with the same care you would at home:

• Cold wash by default (unless you request otherwise)
  
  
• Whites and colors, lights and darks washed separately
  
  
• Medium heat drying, low-heat drying, or hang-dry, based on your preferences
  
  
• Standard washers and dryers—no industrial shortcuts
  
  

Your order is tagged upon pickup and kept separate from other orders during the entire process. Loss or damage is rare, and most issues are preventable with standard laundry best practices.

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What’s Not Covered

Some wear-and-tear is part of any laundry process. Here’s what the Protection Plan does not cover:

• Shrinkage
  Many garments shrink due to fabric type, construction, or age—especially when exposed to any heat. We wash in cold and dry with care, but we cannot guarantee against shrinkage. If you have specialty or delicate garments, we highly recommend you request for those items to be hang-dried, and place them in a garment care bag before placing your order out for pick up.
  
  
• Small Holes or Tears
  Damage from regular use and laundering (e.g., thinning fabric or worn seams) is not covered.
  
  
• Color Bleeds
  While we separate loads, certain garments may still bleed colors. This is a common risk in any laundering process and is not covered.
  
  
• Items Left in Pockets
  We do our best to check, but items missed in pockets (lip balm, pens, etc.) can cause damage and are not our responsibility.
  
  
  

In Summary

Poplin is built to be safe, dependable, and customer-focused. We combine people, technology, and clear policies to ensure you always feel confident placing an order. If something does go wrong, we’ve got your back—with real protection and responsive support.