Frequently asked questions
Pickup, delivery, fees and how we care for your clothes.
How does pickup and delivery work?
Pick a plan, a day and a window in the app. Your driver picks up your bag, we wash and fold it at a partner laundromat, and we bring it back to the spot you chose.
Do I need to be home?
No. Choose Leave it at checkout and put your bag outside your door. If you choose Hand it to me, your driver messages you on arrival.
Where do you leave my bag?
Where you told us: your door, the front desk or the mailroom. You get two photos.
What if I miss my pickup?
Your driver waits 5 minutes. After that a $6.99 fee applies and we move you to the next window. If we miss it, there's no fee.
Can I talk to my driver?
Yes, by message in the app.
Which neighborhoods do you serve?
02155 (02155), Back Bay (02116, 02199), Brookline (02446), Fenway (02115), Kenmore (02215), Mission Hill (02120).
Is there a subscription?
No. You pay per bag.
Are there any other fees?
Pickup and delivery are included. Everything else is in this table.
| Item | Price | When |
|---|---|---|
| Bag up to 15 lbs | Included | One LOD bag. Fill it, close it. Up to 15 lbs. |
| LOD Starter Kit | Free | First order only. Your LOD bag, a care card and a few extras. Yours to keep. |
| 15.1–20 lbs | +$5 | We text you first. No reply in 5 minutes means yes. |
| 20.1–25 lbs | +$10 | Same |
| Over 25 lbs | Second bag, $41.99 | At the same plan. We split it into two bags and text you first. |
| Declined overage | $6.99 | Reply NO and we'll leave the bag with you, $6.99. |
| Wait time at pickup | $0.50/min | Only if you chose Hand it to me. Starts after 2 free minutes. |
| Missed pickup | $6.99 | If we can't collect your bag after 5 minutes. No wait charge on top. |
| Missed by us | Free | We move you to the next window and tell you right away. |
| Cancel more than 2 hours before your window | Free | Full refund |
| Cancel within 2 hours | $6.99 | Rest refunded |
| Garment Protection | $6.99 per order | Up to $150 per order in LOD credit |
What if my bag is over 15 lbs?
We text you the extra charge before we take it. Reply NO and we'll leave the bag with you, $6.99.
How do I cancel?
In the app, up to 2 hours before your window for free. After that, $6.99.
What if something is damaged or lost?
Tell us within 24 hours. LOD covers up to $30 per order in LOD credit, or up to $150 per order with Garment Protection.
Are my clothes washed with other people's clothes?
No. Each bag is washed and dried on its own.
What detergents do you use?
Quality detergent, or fragrance-free if you ask. Set it in your wash preferences.
How do stamps work?
The app adds a stamp when your order is delivered. See the Rewards page for what each stamp unlocks.
What photos do you take?
Your driver photographs your bag at pickup and delivery, and it's time-stamped at every step. You see the photos in the app.