Frequently Asked Questions
Our all-in-one laundry service covers a majority of garments and bedding with the exception of select items. At the moment, we do not accept the following list of items for laundry pick up:
- Curtains
- Sofa covers
- Area rugs
- Sleeping bags
- Dog beds
- Restaurant linens
- Wedding dresses
- Costumes
- Shoes
- Thinx/Period underwear
- Cloth diapers
- Soiled bedding or clothing
- Orders contaminated by: Human or pet soil, Insects, Smoke, Excessive pet hair, Poison ivy/oak oils, Cooking or motor grease, Hazardous chemical residue, Drug paraphernalia, Excessively soiled items.
Our loss protection policy ensures that your clothes don’t go missing which is why lost or damaged items are a rare occurrence. Regardless, we understand the value of personal clothing and never leave our clients in distress. Rest assured, we’re always here to help when things go wrong.
Here’s how it works:
If your items get damaged, just take some photos and send them to our Support Squad using the chat feature in the app or email them to [email protected].
However, if your items are damaged due to wear and tear such as colors fading, shrinking, buttons coming off, or piling, we can’t cover those. Similarly, if the clothes got damaged as a result of your specific washing instructions (for example: instruction to use harsh detergents) or any foreign objects left inside the bag, Tidy cannot cover those either.
To get reimbursed for missing or damaged items, let us know within 7 days of getting your order delivered. Rest assured, we’ll go above and beyond to find the missing item. However, if it still is not recovered after 10 days, we’ll consider it lost and proceed according to Tidy’s terms and conditions.
You should report the missing items to our customer experience team via email or chat support on the Tidy app. Simply letting the washer know is not recognized as a valid method of reporting.
Note** Tidy does not cover missing socks or loose items like keys, toys, AirPods, money, or jewelry left in pockets or bags.
Absolutely not, that’s what we’re for. The Tidy team takes care of all prewash measures so just put your garments in the bag and hand it to us. However, we do urge you to check pockets and other compartments stitched into clothing to ensure no items have any possessions in them that don’t belong.
Here’s how it works:
If your items get damaged, just take some photos and send them to our Support Squad using the chat feature in the app or email them to [email protected].
However, if your items are damaged due to wear and tear such as colors fading, shrinking, buttons coming off, or piling, we can’t cover those. Similarly, if the clothes got damaged as a result of your specific washing instructions (for example: instruction to use harsh detergents) or any foreign objects left inside the bag, Tidy cannot cover those either.
To get reimbursed for missing or damaged items, let us know within 7 days of getting your order delivered. Rest assured, we’ll go above and beyond to find the missing item. However, if it still is not recovered after 10 days, we’ll consider it lost and proceed according to Tidy’s terms and conditions.
You should report the missing items to our customer experience team via email or chat support on the Tidy app. Simply letting the washer know is not recognized as a valid method of reporting.
Note: Tidy does not cover missing socks or loose items like keys, toys, AirPods, money, or jewelry left in pockets or bags.