What if there's loss or damage?

How We Prevent Issues

The Poplin Protection Policy

Need to Report a Lost or Damaged Item

We understand how stressful it is to realize a favorite piece of clothing is missing or damaged. Your clothes hold memories, stories, and real value, and we take that very seriously.

If something goes wrong with your order, we are going to make it right. 

 

How We Work to Prevent Issues

While mistakes are rare, Poplin is designed around safety, care, and accountability. In fact, 99.5% of Poplin orders are completed with absolutely zero claims, and our average customer rating is a remarkable 4.89 / 5 stars.

If you're looking to learn more about how the platform actively safeguards your wardrobe, here's how the system works.

Vetted & Trusted Laundry Pros

The platform use strict screening and safety standards before matching any order:

• ID Verified: Laundry Pros verify their identity using a secure system that cross-references government-issued IDs and personal data.

• Background Cleared: Laundry Pros undergo a comprehensive nationwide background check.

• AI-Screened: Proprietary AI analyzes data points to detect and block bad actors before they ever access the platform.

• Top-Rated Laundry Pros Get Priority: The platform automatically prioritizes high-performing Laundry Pros based on customer ratings and reliability, ensuring experienced hands take care of your order.

Thoughtful Care & Separation

Your clothes are treated with the highest standards of care from start to finish:

• Zero Mixing: Your order is tagged upon pickup and kept entirely separate from other orders.

• Standard Best Practices: Laundry Pros default to cold water, wash whites and darks separately, use standard home machines, and dry according to your specific preferences.

• Best-Practice Resources: Poplin shares comprehensive operational resources with Laundry Pros regarding effective product usage, proper machine maintenance, and optimal temperature controls to help ensure successful results every time.

 

The Poplin Protection Policy

Every single order is automatically backed by the Poplin Protection Policy. This policy offers varying coverage options, limits, and terms if an item is permanently lost or damaged during service, allowing you to select the exact protection tier you need based on the value of your laundry when you place your order. All orders are protected with Basic Coverage free of charge.

 

How to Get Help Immediately

To ensure our team can investigate your order effectively and apply the Poplin Protection Plan, please report the issue within 14 days of delivery. You have two direct options to flag it for us:

1. Rate your order in the Poplin app: Leaving a negative rating and selecting the options for missing or damaged items immediately flags your order. A senior member of the Poplin Concierge Escalations Team will reach out to you right away to begin working on a claim.

2. Contact us directly: You can also let us know there's an issue by opening an in-app chat or by emailing us directly at [e-mail].

For a deep dive into our specific step-by-step resolution processes, please check out our detailed guides: Missing an Item From Your Order? Here's What to Do and What Happens if an Item is Damaged?

Next Steps: If you're currently facing an issue, please head to the Poplin app now to rate your order or reach out via chat. Our Escalations Team is standing by to help you.