Questions people actually ask

We handle each situation case by case. Tell us what happened and we will work it out with you directly. There is no form to fill in and no script to get past.

We would rather you told us about a problem than quietly stopped booking.

You do not need to be home. Tell us where to leave it and where to find it — a porch, a side door, a gate code, a building desk — in the instructions box when you book.

If we cannot get to it safely, we will call you before we leave.

Yes. You can cancel or change it yourself up to 4 hours before your pickup window. Closer than that, call or text us at (404) 596-6095.

If our driver shows up and there is no bag out, and you have not let us know at least an hour before your pickup time, there is a $12.50 no-pickup fee.

Within 36 hours on orders under 100 pounds. Express orders come back in 24 hours, and Express pickups run 7:00am to 11:00am. Anything picked up Saturday comes back Monday. We are closed Sunday.

Bigger orders than that take longer, and we will tell you when rather than leave you guessing.

Yes. $25, which is about 18 pounds at the $1.40 rate. Express orders have a $40 minimum, 20 pounds at the $2.00 express rate. A smaller bag is welcome, it just comes to the minimum.

For comparison, delivery services around us generally start at $30 to $45.

When the order is done, not when you book. We collect the bag, weigh it, wash it and fold it, and you settle up at the end.

Nothing is taken from you at the point you request a pickup.

Your bag is weighed on a digital scale and the weight is on your receipt. Wash and fold is priced per pound, so the weight is the bill. We would rather you see it than trust us on it.

Bedding, bath mats, pet beds and other bulky items are not weighed at all. They are priced per item, so a comforter cannot inflate a per-pound charge.

Four choices, and you pick when you book: Commercial at $1.40/lb, Tide at $1.65/lb, Gain at $1.65/lb, and hypoallergenic at $1.75/lb with no dyes or added perfume.

Hypoallergenic is there for sensitive skin, eczema, babies' clothes, and anyone who reacts to scented detergent. It is $1.75 a pound, a dime more than Tide or Gain.

If you want it. It is a yes or no on the request form. We use one softener, so there is no brand or scent to choose.

Yes, and anything else you ask us to keep apart. Put it in its own bag or basket and tell us in the instructions box. A separate load or a bleach load is $7.

Anything with feces, heavy urine, mold, blood, or bed bugs. Please keep those items out of the bag. If we find one, we set it aside unwashed and text you.

Dry clean only items are the other one. See below.

Not currently. Timeout is wash and fold, plus bedding and specialty items priced by the piece.

If a label says dry clean only, leave it out of the bag. We would rather tell you now than hand it back ruined.

Yes, all priced per item rather than by weight: down comforter queen or king $32, duvet cover $22, mattress cover $24, bath mats up to three $20, MontVoo rugs $25, pet beds $8 to $12, and patio cushions $10 small or $20 large.

Yes. You buy one from your own account rather than from a page on this site. Sign in on the booking page, or create an account if you have not ordered before, and you will find gift cards under your profile.

If you cannot find it, call or text (404) 596-6095 and we will walk you through it.

DeKalb County and East Atlanta, centered on the Moreland Avenue corridor: East Atlanta Village, Kirkwood, Edgewood, East Lake, Reynoldstown, Ormewood Park, Grant Park, Candler Park, Little Five Points, Decatur and more.

7:00am to 1:00pm Monday, Wednesday, Thursday and Friday, and 7:00am to 11:00am Tuesday and Saturday. Closed Sunday.