Pickup & Delivery Policies
To keep service reliable, efficient, and clear for all customers, the following policies apply to one-time and recurring pickup and delivery orders.
Scheduling & Availability
Pickup and delivery service is available in select areas and is subject to route availability. Pickup windows, delivery windows, and service days may vary by location.
Pickup Readiness
Please have your laundry bagged, secured, and ready by the start of your scheduled pickup window. Orders should be placed in the agreed pickup location with any necessary access instructions provided in advance.
Skipped Pickups vs. Missed Pickups
A skipped pickup is a scheduled pickup the customer asks to skip in advance. Skipped pickups are not charged.
A missed pickup occurs when a pickup remains scheduled, our driver arrives for the confirmed stop, and the pickup cannot be completed because the customer is not available, access is unavailable, or the laundry is not ready or not left out. Missed pickups may be subject to a $20 missed pickup fee.
Canceled or Rescheduled Pickups
If you need to cancel, skip, or reschedule a pickup, please let us know as early as possible. We will do our best to accommodate changes, but availability is not guaranteed.
Recurring Pickup Policy
Recurring pickup service is intended for active, ongoing orders. To keep routes efficient and reliable, recurring schedules may be canceled after 3 skipped pickups within 60 days. If a recurring schedule is removed, service can always be restarted by contacting us or placing a new order online.
Access Issues
Customers are responsible for providing accurate pickup and delivery instructions, including gate codes, call boxes, locker details, concierge information, or other access notes. If we are unable to complete pickup or delivery because access is unavailable or instructions are incorrect, service may be delayed or the stop may be treated as missed.
Turnaround Times
Standard turnaround times are based on the service selected and route schedule. While we aim to meet quoted turnaround times, timing may occasionally be affected by order volume, weather, holidays, access issues, or other operational factors.
Payment & Billing
Customers are responsible for all charges associated with their order, including applicable service fees, minimums, and taxes. Payment methods on file may be charged once the order is completed or according to the billing settings associated with the account. If payment cannot be processed, future service may be delayed or suspended until the balance is resolved.
Lost or Damaged Items
We handle every order with care. In the rare event of a lost or damaged item, any issue should be reported promptly after delivery so it can be reviewed. Any approved compensation is limited to a reasonable amount based on the item’s age, condition, and original value.
Items Left in Pockets
Please check all pockets before pickup. We are not responsible for damage caused by items left in pockets, including pens, cosmetics, gum, tissues, keys, or other personal items.
Special Care Items
Please clearly identify any items needing special care. Unless specific instructions are provided and accepted in advance, orders will be processed using our standard wash, dry, and fold procedures. We may decline items that are heavily soiled, unsafe, or not suitable for standard laundry service.
Service Refusal or Suspension
We reserve the right to refuse, pause, or cancel service for safety concerns, abusive behavior, repeated missed pickups, unpaid balances, inaccurate access information, or other operational issues.
Questions?
Need help with a pickup, delivery, skip, pause, restart, or schedule change? Please contact Half Price Laundry and we’ll be happy to help.