FAQ’s

We do offer this service. Please call us at (415-858-9274) for prompt customer service for your needs.

We are including here the content of our standard new customer welcome email, because we know sometimes emails do end up in junk mail folders or may not be noticed by busy people between when they schedule and the day and time of their first pickup (or occasionally, emails do get lost in cyberspace, as emails occasionally do).

The content below references a standard residential customer.

For business customers, the preparation is the same, but our driving team members will typically come into your receptions area or follow whatever specific guidance you enter in your pickup and delivery preferences.

For hotel guests, please leave your laundry with the front desk by 8:00 a.m. for them to secure for our team, and expect that it will be returned to the front desk. (Hotel guests, please note that our new customer promotions are always for local residents who we hope will become long term customers once they experience our service. If we are picking up from a hotel and a coupon code has been entered, the credit will be removed before invoicing unless we know you will be in town for an extended stay.)

Subject: Welcome To Marin Wash and Fold – What To Expect On The Day of Your First Pickup

Thank you for scheduling your first pick up with Marin Wash and Fold Laundry Service. This short email will help orient you to what to expect on the day of your first pick-up. If you have any additional questions, please contact us by replying to this email or by calling us at (415) 858-9274, and pressing extension two. Please also don’t forget to review the FAQs on our website, which also answer a lot of questions.

Please leave your clothing out front, or in the location you specified in your pickup and delivery instructions, in a closed or sealed bag, such as a large plastic garbage bag, by 900 a.m. This allows our driving team members to place the entire bag or bags within our bags. Your clothing will be returned in our bags, which you will have for future use. Our driver will leave you a welcome card when he or she gets your laundry the first time.

If you are set up for email or text alerts in your profile, you will receive notifications with an estimated time of arrival, letting you know when your clothes have been picked up, and on your return day you will receive notifications with both another estimated time of arrival and letting you know when your clothes have been returned. If you have hanging clothes returned in one of our eco hanging bags instead of plastic, please try to remember to send that bag back with your dirty clothes for future use. You can simply leave it on top of or alongside our primary laundry duffel bags.

You will notice that we return clothing in plastic bags within our duffel bags. This helps us separate clothing by family member (to the best of our ability to do so) and keep folded clothing neat during transportation. Unfortunately, it is also a a major source of wasted plastic and not good for our environment. If you would like to help minimize plastic waste, please place the several plastic bags within one plastic bag within your duffel bag when you send us your dirty laundry. We will maintain those as your plastic bags and reuse them with your personal clothing only. We will periodically discard them and provide new ones if they either develop a scent or become excessively wrinkled. But, this is better for our environment than replacing them every week or with every service. If you prefer to have fresh plastic bags with every service, then simply keep the plastic bags.

If you select to have certain clothing returned hanging rather than folded in your customer preferences, please return your hangers to us with your dirty Laundry for reuse. We know that over time the hangers we send back eventually end up discarded. So, asking our customers to periodically send them back rather than discarding them is also another way of reducing waste and helping our environment.

We look forward to being of service. If anything ever does not live up to your expectations, please let us know right away so we can make it right.

Sincerely,

The Marin Wash and Fold Team

You can track the progress of your order from within the Springboard software platform by logging into the system from our website.

Also, when you sign up for service, you will have the option to set notification preferences that can include email, text message, or both. You can update these preferences at any time. If you select one of these options (unless there is a technical problem that day) you should receive alerts notifying you of an estimated pick-up time. If there is a delay due to traffic, or for other reasons, our drivers will try to update you by sending revised alerts.

Please be alert for phone calls from one of our drivers or one of our Customer Satisfaction Team Members. They may try to reach you by phone on your pick-up or drop-off day.

Yes. We do not charge for pick-up and delivery. But, we do charge a $17.00 missed pick-up fee. Please remember to leave your laundry in the place where you specify in your profile that it will be left.
If you are going to be traveling or on vacation or want to cancel your pickup for another reason, please log in or call and cancel for the day by 8:00 a.m.  We request that you cancel by this time, because knowing who has cancelled affects how we schedule and plan our day.  If we have incurred the cost of our driver going to your home before you let us know you wish to cancel or reschedule, it seems fair that we cover the cost of the visit.

However rare this is, it can happen. If there is a severe storm, we will return your laundry to you as soon as we consider it safe for our drivers to do so. We will keep you updated on any changes via phone, email and/or text.

In many cases, our customers provide us with access to a covered or partially enclosed area that is secure from the elements. That specific location is detailed in the customer’s preferences so our drivers know where to go, and how to access it.

If this solution is not available at your home, and nobody is home when our driver arrives, we will take extra precautions. When the weather is bad, we will double bag your laundry to make sure it is protected from the elements. (i.e. Our laundry bag will be surrounded by a large plastic bag.)

⦁ We always do our best to protect your laundry. However, we cannot be responsible for laundry that is lost, stolen, or damaged by the weather after it had been dropped off at your home. Please review the terms of service section of our website for more details.

No problem. Just leave the laundry somewhere we can access it and then log into your account and edit your Pick-up/Delivery Instructions. Many customers have us leave their laundry at their back door or in a foyer if they are not home. Whenever possible, please select a drop-off site that’s protected from the elements.

That depends on your neighborhood.
We make every effort to build our routes so you will have roughly consistent and convenient pick-up and drop-off times. Generally, pick-ups and drop-offs happen concurrently (i.e. both in the morning in some areas and both in the afternoon in some areas).

For residential customers,
we currently commit to a return date that is on our next route day (i.e. in Marin, Monday, Wednesday, or Friday). If we can return it the next business day, you may receive it faster.

For business customers,
we may make special arrangements depending on your specific needs and volumes, which is likely to include return on the next business day. In some cases, this may include Saturdays, if possible and if that is a necessary for your business.

For on-demand customers,
We would appreciate it if you could schedule your pick-up by no later than 7:00 a.m. on the day of your requested pick-up. This allows enough time for our drivers to plan their routes for the day. And, it helps us provide all our customers with more consistent pick-up and drop-off times. However, you may be able to schedule an on-demand pick-up as late as 8:45 a.m.