FAQ

You'll load up your laundry, place your order, and we will pick up, wash, dry, fold, and deliver your laundry the next day. Unscented, dye-free detergent is always included in your order — you're also welcome to provide your own detergent!  

1 laundry bag (or a 13 gal. non flex kitchen bag) = 15lbs of laundry. We recommend leaving some space at the top — overstuffing can prevent your clothes from being cleaned well. 

*Please note: If our driver arrives and your bag is overstuffed, they reserve the right to reject your order, and you will incur a $4.99 cancellation fee. 

Yes. To ensure your clothes receive the best possible care according to their needs, we require customers to pre-sort laundry before pickup. 

Please separate your items and use a distinct bag for each of the following categories: 

• Whites: For items that can typically be washed in warmer water and potentially bleached. 
• Colors: For colored fabrics that should be washed separately from whites, usually in cooler water to prevent bleeding. 
• Delicates: For items requiring a gentle wash cycle and cold water (please ensure items placed here are suitable for machine washing, even on a delicate setting). We recommend checking care labels if you're unsure. 

Our team at The Charleston Laundry Co. processes laundry based on the bag it arrives in – we do not sort items after pickup. Pre-sorting ensures your whites stay bright, colors remain vibrant, and delicates are handled gently, leading to the best cleaning results for all your garments. 

Remember, 1 bag = 1 load. Using non-approved bags may result in your order being rejected or an additional load(s) being added to your order.  

For your laundry orders, you can use our laundry bag or a 13-gallon non-flex kitchen bag. To keep things simple and ensure accurate pricing, we do not accept open laundry baskets, open-faced bags (like reusable shopping bags), dry cleaning garment bags or large trash bags.  

There are some Restricted Items! Please see below: 

• Pillows 
• Sofa covers 
• Area rugs 
• Grow Clothes (Hemp-based) 
• Wedding dresses 
• Costumes 
• Hats/Headwear 
• Shoes 

We cannot accept the items below due to the risk they may pose to our equipment:  

• Thinx/Period underwear 
• Cloth diapers 
• Training pants 
• Soiled bedding or clothing 

We also cannot accept orders contaminated by the following:  

• Human or pet soil (urine, feces, blood, vomit, etc.)  
• Bed bugs, lice, or any other insects  
• Cigarette, cigar, or marijuana smoke or odor 
• Excessive pet hair  
• Poison ivy or poison oak oils  
• Cooking grease or motor grease  
• Hazardous chemical residue  
• Drug paraphernalia  
• Excessively soiled items  
• Items with caked-on mud or dirt 

Orders containing ineligible or restricted items may be refused at pick up or returned unprocessed. 

We take pride in our approach to handling lost or damaged items. While such instances are rare, if something is missing or damaged, we are committed to working with you to find a satisfactory resolution. 

If an item is damaged, please send photos to our Customer Support team via email at support@thecharlestonlaundryco.com. If an item is confirmed as lost or damaged due to our service, we will provide compensation as outlined in our terms and conditions. 

Please note that we do not cover damage resulting from normal wear and tear, such as: 

• Color fading 
• Shrinkage 
• Button damage 
• Piling 

The Charleston Laundry Co. is not liable for damage caused by incorrect care preferences you set (e.g., requesting a hot wash for cold-wash items). Since items are not pre-sorted or inspected before washing, we are also not liable for damage caused by foreign objects left in pockets or laundry bags. 

To be eligible for reimbursement, you must report any missing or damaged items to our customer support team within seven (7) days of your order's delivery. If an item is reported missing, we will initiate efforts to locate it. If the item cannot be found within ten (10) days of the initial report, it will be deemed lost, and we will proceed according to our terms and conditions. 

Exceptions to our missing item policy include: 

• Socks 
• Any loose items left in pockets or laundry bags (e.g., keys, toys, cufflinks, earbuds/AirPods or similar devices, cash, wallets, jewelry, watches, credit/debit cards, etc.). 

Our company is not liable for the loss of such items though we will do our best to return them to you if found. 

To ensure you receive the best quality service from The Charleston Laundry Co., we recommend leaving ample room at the top of your laundry bag. Please do not compress clothes tightly to fit more items. 

If the bag is overfilled, your clean, folded clothes may not fit back properly upon return. To help ensure your clothes are returned clean and neat, we suggest filling your bag no more than approximately three-quarters full, leaving plenty of space at the top. 

If our driver arrives for pickup and determines your bag is overstuffed, they reserve the right to decline the pickup. In this event, your order may be canceled, and a $4.99 service fee could be applied. 

Nope! You don't need to be home! The Charleston Laundry Co. offers convenient, contactless pickup and delivery for your ease. 

Simply leave your laundry bags in a safe and accessible location – like your porch, front step, or carport. Please include any specific pickup or delivery instructions (including gate codes or access details) when you place your order through our site. 

Alternatively, if you prefer a direct hand-off, you can arrange for pickup or delivery at your workplace or another attended location – just let us know the details when you order. 

Our current available pickup window is 7am to 11am. 

Your order will be washed, folded and returned by the next day. 

Our current delivery window is 4pm to 8pm the next day. 

*Delivery could be as early as within 24hours of the original pickup.