FAQ’s

Legal

Laundry Locker’s privacy policy

As you browse Laundry Locker’s website, advertising cookies will be placed on your computer so that we can understand what you are interested in. Our display advertising partner, AdRoll, then enables us to present you with retargeting advertising on other sites based on your previous interaction with Laundry Locker’s website. The techniques our partners employ do not collect personal information such as your name, email address, postal address, or telephone number.  You can visit this page to opt out of AdRoll’s and their partners’ targeted advertising.

Section I – Laundry Locker Advertising Services

What Information Does Laundry Locker Collect And How Do We Use That Information?

Information We Collect and How We Use It

Laundry Locker collects data about your activities that does not personally or directly identify you when you visit our website, the website of entities for which we serve advertisements (our “Advertisers”), or the websites and online services where we display advertisements (“Publishers”). This information may include the content you view, the date and time that you view this content, the products you purchase, or your location information associated with your IP address. We use the information we collect to serve you more relevant advertisements (referred to as “Retargeting”). We collect information about where you saw the ads we serve you and what ads you clicked on.

Laundry Locker may target ads based on data provided by Advertisers or partners alone or in combination with the data we collect ourselves. Any data used to serve targeted advertisements is de-identified and is not used to personally or directly identify you. We require third parties, including Publishers, to provide notice and obtain appropriate consent, where required by applicable law.

Third Parties on our Website and Our Advertiser’ Websites

In order to allow Laundry Locker and our Advertisers to reach the best inventory online, we work with third party advertising companies (our “Advertising Partners”) to help us recognize you and serve relevant advertisements to you when you visit a website or online service in their network. We also work with Advertising Partners who help us recognize you across different devices in order to show you relevant advertisements. Our Advertising Partners may collect information about your activities on our website, our Advertisers’ websites, and other websites or online services in their networks. We also work with third party companies to assist us with website analytics such as evaluating the use and operation of our website so that we can continue to enhance the website and our services.

Technologies We and Our Third Party Advertising Partners Use

Laundry Locker uses technologies such as cookies and pixels to keep track of your activities on our website and our Advertiser’s websites, and to serve you more relevant advertisements. A cookie is a small text file that is stored on your device for record-keeping purposes. Session cookies expire when you close your browser. Persistent cookies remain on your device for an extended period of time. We and our third party partners use session cookies and persistent cookies to make it easier for you to navigate and enhance the experience of our site, and to monitor and evaluate our website’s operation and use.

We use persistent cookies to keep track of your activities when you visit our website or our Advertisers’ websites, and to serve you relevant advertisements. Our Advertising Partners also place persistent cookies on your device when you visit our website or our Advertisers’ websites in order to help us recognize you and serve relevant advertisements to you when you visit their website or online service or websites in their networks. Laundry Locker’s policy is that our Advertising Partners only collect information that does not personally or directly identify you via these cookies and we will cease working with partners found violating this policy. You can remove cookies by following directions provided in your Internet browser’s “help” file. You may also decline our cookies if your browser permits, but doing so may interfere with your use of our website.

Your choices regarding relevant advertisements

We believe in giving you control over which ads you see. You may opt out of having your data collected from this device for the purpose of receiving Retargeted ads from Laundry Locker (whether served by us or on our behalf). You may also opt out of receiving relevant ads from some of our Advertising Partners. If you delete your cookies you will need to opt out again. Further, if you use multiple browsers or devices, you will need to execute this opt out on each browser or device.

Click here to adjust your advertising preferences

Where required by applicable law, we obtain individuals’ consent for storing and receiving information collected via technologies such as cookies and pixels to keep track of your activities on our website and our Advertiser’s websites, and to serve you more relevant advertisements.

How we share your information

We may share your information with:

  • Service providers under contract who help with parts of our business operations, such as fraud prevention, bill collection, marketing, and technology services. We may share your information with service providers who assist us with serving relevant ads to you. We require by contract that our service providers only use your information in connection with the services they perform for us and not for their own benefit.
  • We may share aggregated non-identifiable information with Publishers or our Advertisers, such as the number of users who visit a Publisher website or the number of users who clicked on a particular advertisement. We encourage you to review the privacy policies of the website publishers that you visit to learn about their data collection practices. We do not provide information to our Advertisers about your activities. However, when you view or interact with a Retargeted ad, the Advertiser may infer that you engaged in the activities on its site that qualified you to receive the ad.
  • Companies that Laundry Locker merges with or that acquire Laundry Locker.
  • Other third parties with your consent or direction to do so.
  • We may share information about you if necessary to comply with laws or regulations or in response to a valid subpoena, order, or government request, or to protect the rights of Laundry Locker or others.

First Time Customers

I have never used Laundry Locker before, what do I need to do?

Laundry Locker couldn’t be more simple to use. Please see our how it works page for step by step instructions.

I don’t have a locker in my building. Can I still use your service?

Laundry Locker has hundreds of locations and many ways to use our service. Please visit our locations page to see all of our public locations or your can inquire about our home delivery service.

Where is the nearest Laundry Locker location?

Most of our locations are located securely inside apartment and office buildings. We also operate public locations located throughout the city. If you are not near our public location, or a tenant of the building, you will not be able to use our locker based service. If your building is over 40 units, you can have your property manager contact us about having lockers installed.

How do I place my order using Text Messaging?

Simply text the word LAUNDRY to MOSIO (66746). The system looks up your default address and places an order for you. If you are at a locker location, you will need to text the locker number too, in the format LAUNDRY [locker #]. e.g. LAUNDRY 675

Do you guarantee two day service?

We do our best to ensure that your orders get delivered back in a timely manner. However, we also need to ensure that we properly treat stains and press your clothes. In most cases, orders are delivered back within two business day, but if one item is held up, we will hold the order until the next day when everything is ready. Items such as shoe shines, sheets, pillowcases, hand washed items and other specialty items often require an extra day of processing and may delay your order.

I have some special requirements, what do I need to do?

Would you like us to use fabric softer, dry your clothes on low, use bleach or provide other special service? No problem, just enter your requirements into your profile and we’ll follow your instructions. We may charge a small fee for some of these services. You can send us an email if you have a question about a specific request.

I put my laundry in a locker, how do I pay for it?

As soon as your order is picked up you will receive an email detailing your items and requesting payment. Simply login to the website, select your order and pay with your credit card. If you select the convenient automatic payment option, we will automatically charge your card for all future orders. Please make payments promptly so we can ensure your order gets returned on time.

Is my laundry safe?

Absolutely! Remember, only you and a Laundry Locker employee has the key to your locker. If someone else wants to pay for your laundry, that is fine, but only the holder of the key can retrieve it. If you like, you can easily give your key to your wife, roommate, etc. and have them pick up your laundry for you.

How do I get a laundry bag?

The first time you do laundry with us, your clothes will be returned in your personal laundry bag. This bag is yours to use and keep. Each time we receive laundry in your bag, we will know it’s from you. Please don’t give your laundry bag to someone else or we may mistakenly charge your account. If we notice that your bag is getting worn, we will replace it automatically for you.

I would like Laundry Locker to automatically charge my credit card, but is it safe?

Absolutely! Laundry Locker has partnered with Verisign, the premier online payment processor, for this single reason. When you enter your credit card information, we don’t actually keep your credit card anywhere in our system. We keep a reference to your last transaction and when you have a new order, we make a request to Verisign to charge you the same way you were charged last time. Therefore, we have absolutely no trace of your credit card number anywhere in our system.

It has been a couple of days, where is my order?

Our standard turnaround time is two business days for any orders dropped off by 9am. When we pickup your order and when we deliver it back, you will receive an email confirmation. If you didn’t receive the email, we either did not pickup your order, or we picked it up and did not know it was yours. This usually happens if you forget to place an order or enter the incorrect locker number.

Don’t worry! We will have this straigtend out in no time and it is a very easy issue to fix. We just need you to call customer service at (415) 255-7500, letting us know your name, locker number and contact info so we can get it straightened out and have your order returned back to your locker quickly.

Dry Cleaning

I asked to have my shirts laundered, why was I charged the price for a blouse?

We are able to process laundered shirts at discount pricing because there is special machinery designed for processing standard sized button down shirts with cuffs and collars. However, shirts with special pleats, decorations or any other non-standard design elements, or shirts that are too small to fit on the machines need to be pressed by hand and will be charged the blouse price.

I have shirts that I want laundered and pressed, what locker should I put them in?

Laundered shirts should go in the dry cleaning locker. This will allow us to return them to you on a hanger. We will clean the items in the dry cleaning locker in accordance with the guidelines recommended by the manufacturer unless you specify otherwise. Meaning if a shirt is supposed to be laundered, we will launder, not dry clean, it.

Wash & Fold

Do you have monthly laundry plans?

We sure do, and they can save you lots of money! To see our laundry plans, click here.

Can you hang dry items?

With wash & fold, unfortunately we do not have the space or time to hang dry items. We can return them wet for you to hang dry at home or we can dry your order on low heat. We suggest you send these items in for dry cleaning and we will clean them according to the manufacturer’s specifications. If the item specifically requires hang drying, we will hang dry them, though there is an extra cost for this and they may require an extra day to service.

If I have a wash & fold order that weighs only 5 pounds, and some dry cleaning, will I be charged the 15 lb minimum wash & fold charge?

Since we wash every customer`s clothes separately, each order is separated into colors and lights to make at least two loads (2 washers & 2 dryers) and handled by our experienced team. Hence the reason for a 15 lb minimum order size. It is fine to send in less than 15 pounds, and we will charge the 15 pound minimum for the order or deduct 15 pounds from your laundry plan balance. This is a service that is handled separately from any dry cleaning order, and so we must charge the minimum.

How much does my laundry weigh?

Our average order is 15 to 20 pounds. That is about two weeks worth of dirty laundry. A full hamper is about 20 pounds. If it is overflowing, it’s about 30 pounds. If you have a scale at home, you can weigh yourself, then weigh yourself holding your laundry and the difference is the approximate weight.

Why does my Wash and Fold order say 23 items? Isn’t it supposed to be weighed?

Yes, wash and fold orders are weighed by the pound. In our system, the word “items” equates to pounds. In this case your order would weigh 23 pounds.

I have sensitive skin and use a special detergent, can Laundry Locker do my laundry?

Laundry Locker offers a variety of detergents to choose from. As a registered customer, under the My Preferences section, you can configure your detergent, fabric softner, dryer sheets and other washing preferences. However, we do no allow customers to provide us with their own products. Because we are a delivery service, the transportation of the liquid is too risky to your clothes and the clothes of other customers. If there is a product that you would like us to carry that you don’t see currently available on our website, please and we will try our best to accommodate you.

Other Questions

Where can I view your terms and conditions?

When you register as a new customer we require you to agree to our terms and conditions. You can view our compete terms and conditions by clicking here.

How do I change my credit card?

If you would like to change your credit card, you can go to “My Preferences”. Select the “Credit Card” tab and enter your new credit card information.

What if I am going out of town or can not pick my laundry up right away?

Since we provide quick service, we recommend that you wait to place your clothes in the locker when you know you will be able to pick them up. This way your neighbors and other customers can use the locker while you are away. This helps to keep our prices low.

What if the lockers I use are full?

Laundry Locker does our best to monitor locker use to ensure that there are always enough free lockers. If we find that a location is constantly full, we will add another locker – if the landlord / business owner approves. We apologize for the inconvenience and hope that you use one our other many drop off locations throughout San Francisco.

What if all my laundry doesn’t fit in a locker?

Our lockers are designed to hold one to two weeks worth of laundry. If you can not fit all of your laundry into one locker then feel free to use two lockers.

What if I lose my key?

If you lose your key, please email or call us to arrange for a way for us to get your order back to you. We will charge you a $25 lost key fee. If you find the key, please let us know and we will refund $10 back to you upon receiving the found key.

What if I don’t pay?

If you don’t pay within 2 days of dropping off your clothes, the lock on the unit will be changed so that other customers can use the locker. We will store your clean clothes at our facility and you can go to the my account section of our website to schedule a delivery date. When your scheduled delivery date arrives, we will place your clothes back in the locker and install your lock back on the locker. You can then simply pickup your clothes at your earliest convenience using your key.

If we don’t receive payment within 30 days, your clothing will be donated to charity. We strongly suggest you setup automatic payment to help prevent this.

What happens if an item is damaged or lost?

We take every precaution to ensure your items are not damaged or lost. In the rare circumstance that something does happen, we have a very fair claims policy. To view all of our terms and conditions, click here.

What if I don’t have Internet access?

If you don’t have Internet access, you can call our support center and we will process your order over the telephone. All we need is your Location, Locker Number, and Credit Card Number. As soon as we receive your payment, and your clothes are cleaned, we will return them to the locker.

I am moving out of town. What should I do with my bags?

We’re sorry to see you go. We can’t reuse the bags for other customers, so they are yours to keep. Please make sure you destroy the tags on the bags so that no one else can use your account.

What if I don’t have a credit card?

Currently Laundry Locker only accepts payment with Credit Card. Most ATM cards will work as well as long as they have a VISA or MasterCard logo on them.

Can I store my luggage or other items in a Laundry Locker drop-off unit?

All Laundry Locker drop-off locations are emptied several times a day. If we find any items that Laundry Locker doesn’t service we will store the items for several days and change the lock on the unit. If you would like to reclaim your property, please contact our customer service department.