Frequently Asked Questions

We recommend that your pickup/drop-off location be protected from the elements if possible. Most customers have us leave their laundry on a front or back porch, in a garage or with their building manager. Please be sure to include the location to pickup and drop off your laundry in your pickup/drop off instructions in your account.

We also keep an eye on the weather. If a hurricane or blizzard is coming, we’ll contact you and make alternate plans.

While we love animals, to ensure the safety of our drivers, we request that any pet be kept in an enclosed area during pickup/drop-off. 

For your first pickup, please use a standard 13-gallon kitchen bag, or fabric equivalent. Our navy HappyNest bags are about the same size, and can hold approximately 2 full loads of laundry. Please note, bags larger than a 13-gallon can be used, but may be charged for more than one bag depending on volume of laundry.

Please do not use hampers or boxes.

You will receive your very own HappyNest bags in the mail after your second drop-off to use moving forward.

First Order Bag Guide

No! You can send all your laundry in at one time. Please note orders over 75 pounds may take an additional day to process.

Our drivers start driving their routes as early as 7 am and may continue making pickups and drop-offs into the evening. On days when you’re expecting a visit from HappyNest, we’ll notify you by email, text, or through the HappyNest app (depending on your preferences) of your driver’s arrival status. Please be aware that our drivers may contact you from their personal cell phone when they arrive.*

*Please be advised that select facilities begin their routes prior to 7 am. If you would like to confirm the earliest pickup time in your area, contact our Customer Service team and they would be happy to provide you with that information.

When you turn on notifications, we'll remind you to leave your laundry bag outside on pickup day and send you updates every step of the way. We'll let you know when our driver is on their way to pick up and drop off your clothes and send you photo confirmation when its back at your door.

Once you create an account, simply choose your detergent, softener, dryer sheet, washing and drying temperature preferences and select a pickup day. On the morning of pickup, leave your laundry bag outside and our driver will come by between 7AM - 8PM to pick it up. We'll wash, dry, fold in a professional facility and return your laundry the very next day. Turn on notifications to receive updates every step of the way.

To find out if we service your area, simply provide your zip code during the sign up process. If we don't service your area yet, you will be placed on our waiting list and we will notify you when we begin servicing your area.

Here at HappyNest, we will handle any items that are machine washable. We do not offer Dry Cleaning.

Your perfectly washed and folded clothes will be returned to you the day after we pick them up.

* Some providers offer Friday pick up with Monday drop off, please call Customer Service for any questions.
** Please be aware that processing time for high volume orders may be extended. Please contact Customer Service at 855-335-9274 for more details.

None whatsoever. Use us whenever you need us or schedule recurring weekly or bi-weekly pickups to keep your routine seamless and automatic. You can cancel or suspend your account at any time. 

Yes, a valid credit or debit card will be required to complete account creation. Your card will not be charged until laundry is picked up by the driver.

We employ highly vetted, trained staff who process your laundry in the same, professional facility. Laundry is never done by gig workers in their private residences.

No. We wash and dry our customers’ laundry individually in separate machines.

If you have received items that are not yours, please contact the Customer Service team. We thank you in advance!

The service is priced by the bag, meaning that you are charged a flat price per bag left out for pickup. The price includes pickup, wash, dry fold, and delivery. The rate varies by location and will be specified during the sign up process. You can always Customer Service to confirm pricing in your area.

Check out the video below for a full overview.

 

With your first drop off, you will receive 2 disposable HappyNest bags to use for your second pickup. We will mail you 2 of your very own reusable navy HappyNest bags in after your second drop-off. Once received, please write your name in the white space on the front of the bag.

To request more bags, submit the bag request form under your account profile or contact our Customer Service. Please allow 5-10 business days to receive them.

There are no separate bulk rate charges. Fill the bag with whatever machine washable laundry you have and it is still the same flat rate per bag.

For the safety and protection of your laundry, it is important that the laundry bags be completely closed and secured. Any navy per bag HappyNest bags and/or 13-gallon kitchen bags that we pick up, that are over filled to the point that they cannot be cinched tight, will be charged a $7.99 bag closure fee. 

Your card is not charged until your laundry is picked up by our driver. Upon pick up, we may pre-authorize your card, placing a hold for the estimated total of your order. This estimate will show on your bank statement as a pending charge. Your card will be charged on drop-off day and the pre-auth will be released.

When we pick up your items, we will pre-authorize your card. If the charge is not accepted, we reserve the right to hold off on processing your laundry until it is cleared. You will see notifications of this based on your preferences.

If your items are laundered, we reserve the right to hold your items until your invoice is paid. Once paid, we will drop off when we are next in your area, no more than 3 business days.

During account creation, you will be prompted to enter the promotional code or gift card code in the box provided, on the billing step.  For any promotions received after your account has been created, you may click on the 'Credits' tab located under your profile in your dashboard, select 'Redeem' and enter the promotional code.

Promotional credits can only be applied towards laundry/washables on your invoice.

To schedule a pickup, log into your account and tap your preferred pickup day available on the calendar. You will be given the option to set recurring pickups on that day of the week or confirm the one-time pickup.

 

If you signed up for a pickup and need to cancel, please cancel before 6am in your account the morning of your pickup to avoid any missed pick up fees. To cancel same day, click "cancel this pickup" on your homepage, then confirm cancellation on the next screen. If the pickup is canceled after 6am same day, you may be subject to a missed pick up fee.

If you want to stop your weekly service, you can place your account on hold, we will not come by until you remove the hold.

Yes, most facilities offer service on the weekends. You can view pickup day availability from within your dashboard. Please be aware that there may be an additional convenience fee applied in certain markets.

We are closed on the following holidays:

New Year’s Day
Memorial Day
Independence Day 
Labor Day 
Thanksgiving Day
Christmas Day

Yes, if you’re going to be away, just log into your account, click "Account Information" and "Place My Account on Hold" until you return. Please be sure to remove this hold and schedule your pickup at least a day before your preferred pickup day.

You can review water temperatures, drying temperature, detergents, bleach, softeners, folding preferences and more. You can even add your own special notes on your dashboard. All preferences can be changed at any time in your account.

Yes, we do. Please place all stained clothing in a smaller “Special Attention” bag, and place that bag inside your main bag of laundry. Let us know by including a note in the bag or on your laundry profile and we’ll do our best to get it out. While we’re usually successful at removing stains, we can’t guarantee we’ll be able to get it out. If you can pretreat the stain before putting the garment in the bag, it will increase the odds of success.

Yes, you may send all clothing that is machine washable including coats, shoes, and delicates. We recommend placing your delicates/undergarments in a small mesh bag to ensure they are not damaged in the machine.

HappyNest reserves the right to refuse service of items soiled with bodily fluids, hazardous chemicals, mold, garbage, or evidence of pests or insect infestation. If we are unable to safely launder the items, they will be returned unwashed. If the items can be safely processed, a sanitation fee may be applied. 

Please be advised, if you are hyper allergic to scents from laundry products we may not be able to guarantee your order will be returned as needed. We will do our best to follow all specified preferences for your order. If you have questions regarding this please contact us prior to scheduling a pickup.

Yes, your white clothing items will be washed separately from colors. For smaller orders, select locations only will use color catchers.

Please be advised that any items sent inside-out will be washed and returned the way that they were received to preserve any colors or graphics on the item.

We strive to provide high-quality care and we work hard to keep up with those standards. If we lose or damage an article, please notify customer service within 24 hours of the laundry being returned to you.

Unfortunately, we cannot be responsible for laundry that is lost or damaged by the weather after it is dropped off at your home.

Please review our Terms of Service and Protection Policy for more details.