Your laundry matters
Damaged or missing items are our biggest fear, because your belongings are personal. We’re a small local wash-and-fold, not a giant insurer, but we will always do everything in our power to make things right.
Last updated: October 8, 2026
How we care for your order
- Tagged & separate
Every order is tagged at pickup and kept separate through wash, dry, and fold.
- Sorted
Lights and darks are separated when it’s practical.
- Your choices
You choose detergent and care options at checkout. Following garment care labels helps us protect what you send.
Basic care credit
A clear, fair starting point when we review a concern. When the situation calls for it, we may also refund part or all of the service charge, alongside an apology.
per garment
max per order
Store credit toward future Dirty Load service. Not insurance.
100% satisfaction guarantee
Not happy with your first order? Open a support ticket within 14 days of delivery. We’ll refund that first order in full when the service wasn’t for you. One per household, on your first order.
If something’s wrong
A real local person will read your message and work with you.
- 01Tell us
Open a support ticket in your account within 14 days of delivery, or email Support@Dirtyloadlaundry.com. A little late with a good reason? Still tell us — we’ll listen.
- 02Show us
Share your order number, what happened, and photos if they help. The more we know, the faster we can help.
- 03We make it right
We review in good faith. That may mean store credit, a partial or full refund, and a sincere apology — whatever fits the situation.
Leave sentimental pieces at home
Even with our best care, laundry involves machines, water, heat, and handling. If an item has irreplaceable sentimental value — a wedding dress, a child’s keepsake blanket, a one-of-a-kind heirloom — please don’t include it. Everyday clothing and household laundry is what we’re built for.
Harder to cover
We still want to hear from you. A credit or refund may not apply the same way for:
- Items left in pockets (cash, jewelry, paper, electronics, and so on)
- Wear, stains, tears, or damage that were already there
- Normal shrinkage, fade, or dye transfer when fabric or labels make that likely
- Items that shouldn’t go in a commercial wash/dry, or that were marked wrong
- Orders with prohibited or hazardous contents
- Irreplaceable sentimental items that were included despite this guidance
Holds, charges, and refunds for the service itself follow our payment timing (hold at checkout; charge when we’re on the way to pickup) and our Terms of Service.