Frequently Asked Questions
How does Clean work?
It's easy. Sign up on our website, then schedule your preferred pick up date. Indicate whether you want your clothes laundered or dry cleaned, and add information regarding any stains you want us to take care of. Finally, let us know specific pickup and delivery instructions, then submit the order. We’ll come and pick up your order, work our magic, and get it back to you.
What's the turnaround time?
The turnaround time for all services is three business days.
Do you offer same day service?
We currently do not offer same day service.
What locations do you service?
Our service is currently only open to the Upper East Side of New York City. We will be expanding our services to the rest of Manhattan in the future.
How do I know where my clothes are in the process?
Once your clothes are picked up, you can track their cleaning progress by signing into your account and accessing the section called “Clothes Tracker”.
Click here to sign into your account and track your clothes.
What services does Clean provide?
We offer 3 main services: Essentials: Dry cleaning for all types of clothing. We also offer shirt and blouse laundering. Additional services like folding, hand pressing, and replace and repair for buttons and cuffs are available as well. Home Cleaning: Bring us your linen closet and we’ll clean it too! We offer laundering for bed sheets to tablecloths and everything in between. Personalized Laundry: A few steps beyond your normal laundry service, we give you options like extra care for athleisure wear and lingerie, your choice of detergents, and deodorization services.
Click here for a detailed pricing list, or go to www.clean.nyc/services/.
Do I have to be home when you come by?
Not necessarily. You can leave your bag of laundry outside your home by the door (as long as we can access the building). You can also leave your items with your doorman. Make sure to let us know in the “special delivery instructions” notes so we know we have your approval. For deliveries, we prefer if you or someone you know is at home to accept your clothes, or we can leave it with a doorman in your building.
What is the hang dry policy?
If you want your product to be hang dried, you can select the hang dry option and add an additional charge of $6 per item to acquire a higher quality care for your product.
Do you check the care instructions for my clothing?
We pride ourselves on the care we take of your clothes - and that means we definitely check the care instructions for every piece of clothing we process. Our cleaning experts will also determine the exact cleaning processes needed for each piece of clothing depending on the material, type of stains, and other factors. We do everything necessary, including removal of button before cleaning and trimming, so that your garments return to you in top condition. We will seek your approval beforehand if any of the additional process would incur additional charges.
We also give you the opportunity to let us know exactly how you'd like your clothing treated via the "special delivery instructions" section when you schedule an order. If you have any questions or concerns about rare or delicate materials, send us a message and we can discuss the process together.
Where does my clothing go?
After your clothes are picked up by one of our porters, they arrive at our flagship processing facility in NYC. We process and treat all of your clothes at the facility, which we own and operate ourselves, so you can rest assured that the only hands on your clothes are our cleaning experts'.
Can I provide special instructions for my address?
Absolutely! Every time you schedule a pickup you'll be able to enter specific instructions related to your address, such as "buzzer is broken" or "watch out for the neighbor's dog!". You can also email us your special instructions for pickup and delivery if you didn’t specify them during scheduling.
Does Clean fix buttons and tears?
We do provide a button replace service, just make sure you specify it in the instructions. For tear repair, contact us about the specifics and we can fix your items for an additional charge.
Do you offer tailoring?
We offer minor tailoring for your essentials. Please specify the tailoring you need in the “special delivery instructions” when you schedule a pick up. All tailoring incurs an additional price and we will let you know how much it costs before we start the procedures.
What is Clean's standard for laundering?
For our standard laundering service, we service your shirts and blouse only. If you want to specify instructions, just let us know in the “special delivery instructions” when you’re scheduling a pickup. You can specify detergents, hang drying, fabric softener, and so on. Any specifics are at no extra charge, with the exception of hang dry.
For your athletic leisure wear and lingerie, we have special treatments just for those delicate garments. Check our price list for additional charges associated with these items.
Is there a minimum order?
There is no minimum order charge. Every order under $25 will have a $4.99 delivery fee to cover the costs of our valued porters, who pick up and deliver your clothes. For all orders above $25, the delivery fee will be waived!
How do I pay?
We request that you fill in your credit card information when you schedule your pickup. Once your cleaning is completed, you’ll receive an invoice, and we’ll charge the card on file.
If you have a voucher or coupon code, we’ll deduct the amount from your total bill. Any remaining amount will be billed to your credit card on file, so please be sure to fill out the information when you place the order.
Should I tip?
It’s up to you to decide whether you’d like to tip our porters.
How will I know how much my order is?
Once we have received your order and our experts have examined all your items to determine what services will be required, we will send you an invoice so you can see how much you’ll be paying before we actually charge you. If you have any problems with the charge on your invoice, please contact us right away.
What's your schedule?
We pick up and deliver your clothes on weekdays from 9am to 5pm.
What happens if I miss a pickup or delivery, or cancel last minute?
We understand that unexpected situations happen. If you miss a pickup, just schedule another one on our website. If you miss a delivery, email us and we will reschedule your delivery as soon as possible. If you want to cancel your pickup or delivery before it happens, just send an email to us.
Can I leave my laundry bag with the doorman?
Yes you can. Please make sure to notify your doorman that you wish to use Clean as your dry cleaning service so our porter can pick up your clothes.
My clothes have been picked up, what are the next steps?
Once the clothes are picked up from your apartment, they’ll be transported to our state-of-the-art facility for cleaning. Our cleaning experts will examine each piece of clothing to determine what procedures are needed to make it spotless. The cleaning takes three business days. We’ll send you an invoice the day before the clothes are returned, and we’ll automatically charge the amount to your card on file. Once the payment is completed, our porters will deliver your clothes back to your doorman or apartment, depending on your specification during scheduling.
At any time throughout the process, if you have any questions or concerns, shoot us a message at firstname.lastname@example.org or call us at 212-627-6060.
How will my clothes be returned to me?
After three business days, our porter will deliver your clothes to your doorman or directly to your apartment, depending on your specification during scheduling. We’ll also send you a text notification to let you know when your clothes have been delivered back to your apartment.