Question 1

We have a business that offers towels to our guests, can we send just towels in?

Accepted Answer

Yes! We launder towels for both residential and commercial pickups.

Question 2

Can I send in my shoes to be washed?

Accepted Answer

Any machine washable shoes may be sent in.

Question 3

Do you launder coats?

Accepted Answer

Yes, any machine washable coats may be sent in with your regular laundry.

Question 4

Do you treat stains?

Accepted Answer

Certainly, we do offer stain removal services. Please segregate all stained clothing and place them in the designated "Special Attention" bag. Kindly inform us of the stained items by leaving a note in the bag or updating your laundry profile, and we will endeavor to remove the stains to the best of our ability. However, please note that although we have a good track record of stain removal, we cannot guarantee that all stains will be completely eliminated. For optimal results, we recommend pre-treating the stains before placing the garment in the bag.

Question 5

Do you launder items that are soiled?

Accepted Answer

Lux Laundry reserves the right to refuse service of items soiled with bodily fluids, chemicals, or garbage. If we are unable to launder, items will be returned unwashed. In the event that we can launder, laundry is subject to a sanitation fee.

Question 6

Does Lux Laundry wash, dry, and fold bedding?

Accepted Answer

Yes, we do!

Question 7

What happens if you lose/damage some garments?

Accepted Answer

We strive to provide high-quality care and we work hard to keep up with those standards. If we lose or damage an article, please notify customer service within 24 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 is dropped off at your home.

Question 8

Will my clothes be washed or dried with other customer's clothes?

Accepted Answer

No. We wash and dry our customers' laundry individually in separate machines!

Question 9

Can I add special instructions for my laundry?

Accepted Answer

Yes!

Question 10

What steps do you take to accommodate customers with allergies?

Accepted Answer

Kindly note that if you have a hypersensitivity to scents from laundry products, we may not be able to guarantee that your order will be returned in accordance with your needs. However, we will make every effort to adhere to your specified preferences for your laundry. If you have any concerns or queries regarding this matter, please do not hesitate to contact us before scheduling a pickup.

Question 11

What detergents, softeners, dryer sheets and bleaches does Lux Laundry offer?

Accepted Answer

Detergents: Tide, Gain, Cheer, All Free & Clear, Seventh Generation
Softeners: Downy, White Vinegar
Dryer Sheets: Bounce
Bleaches: Clorox, Oxi-Clean

Question 12

Can I choose if my items are folded or hung?

Accepted Answer

Absolutely! When customizing your preferences, you can select this option for both shirts and pants. Additionally, you have the flexibility to modify or update these preferences at any time via your account.

However, please be aware that we are currently facing supply shortages of metal hangers due to national constraints. As a result, some facilities may levy a fee of up to $1 per hanger used.

We encourage you to send in your own hangers, which should be labeled with your name for ease of identification, or return any wire hangers to be recycled.

Question 13

Can I choose my dryer temperature?

Accepted Answer

Yes! You can select low, medium or high when you set up your preferences. These can also be changed and updated anytime in your account.

Question 14

Who is doing my laundry?

Accepted Answer

We employ W2 professional staff who complete your laundry in our professional facilities. Laundry is not done by gig workers in their private residences.

Question 15

Do you offer pickups on weekends?

Accepted Answer

Pickup is available Monday through Friday, 8 AM–2 PM Eastern.

Question 16

Are you closed on Federal Holidays?

Accepted Answer

New Year's Day – January 1
Memorial Day – Last Monday in May
Independence Day – July 4
Labor Day – First Monday in September
Thanksgiving Day – Fourth Thursday in November
Christmas Day – December 25

Question 17

I received a bag of laundry that is not mine, what do I do?

Accepted Answer

If you have received items that are not yours, please text, or call the Lux Laundry Customer Service team at 484-246-9163. We thank you in advance!

Question 18

Where is laundry left for pickup/drop-off?

Accepted Answer

It is advised that you choose a pickup and drop-off location that is sheltered from weather conditions, if feasible. Majority of our customers prefer having their laundry left at a front or back porch, garage or handed over to their building manager. It is important that you specify the exact pickup and drop-off location in your account's instructions.

Question 19

How do I schedule my next laundry pickup?

Accepted Answer

Simply click on schedule tab and fill out the form

Question 20

What do I put my laundry in?

Accepted Answer

For your first pick up, any type of plastic or fabric bag will do! Please do not use hampers or boxes.

Question 21

Is there a limit to how much I can send in to be washed?

Accepted Answer

No! You can send all your laundry in at one time. Please note orders over 75 pounds make take an additional day to process.

Question 22

I forgot to leave my laundry out on my scheduled pickup day. What should I do?

Accepted Answer

Lux Laundry has incorporated email pickup tool in its software to help you remember your laundry pickup day. However, if you do forget to leave your laundry out, we will charge a missed pickup fee ($35) to cover the cost of a driver going to your home or business.

To Avoid Missed Pickup Fees: Please cancel the pickup on your account by 4 am ET the day of your scheduled pickup. Any cancellations after 4am ET are subject to Missed Pickup fees.

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