Every Poplin order comes with careful, consistent standard care — and there are plenty of ways to customize your order so your laundry comes back exactly how you like it.
This article walks through what's included with every order, the preferences you can set during checkout, and how special requests work.
What's included with every order
Every Laundry Pro, as standard:
- Supplies detergent
- Separates lights and darks
- Washes in cold water
- Dries on medium heat
- Folds neatly and returns in clean, clear delivery bags
You don't need to request any of this — it's how every Poplin order is handled.
What Laundry Pros don't do
To keep your order simple and your turnaround fast, Laundry Pros do not:
- Treat stains
- Hand-wash items
- Dry clean
- Read care tags
- Fold in specific ways
- Handle unsafe or unsanitary items
If an item needs special treatment, like a hand-wash-only sweater or a dry-clean-only jacket, please leave it out of your Poplin order.
Special instructions (Additional Requests)
During checkout, you can add a note with any necessary additional requests for your Laundry Pro. A few tips for getting the best results:
- Keep it simple. Laundry Pros see your requests before accepting your order, and simple orders get accepted more quickly.
- Stick to what Pros can do. Requests within standard care — like which products to use or how to handle your hang-dry bag — work great. Requests for stain treatment, hand-washing, reading tags, or specific folding styles fall outside what Laundry Pros provide.
- Use separate, labeled bags for anything special. If certain items need different treatment, such as air-drying or being folded separately, put them in their own bag with a note (e.g., 'Hang-dry only' or 'Joan's items — keep separate'). This is the easiest way to make sure your Pro knows exactly what to do.
Note: For any information related to pickup or delivery logistics, please put that information in the pickup instructions, not in your order's "Additional Requests."
You choose your detergent
During checkout, you'll pick one of three detergent options:
- Classic Scented: Your Laundry Pro uses a fragranced detergent for that just-washed, fresh-out-of-the-dryer smell.
- Unscented Hypoallergenic: Your Laundry Pro uses a gentle, unscented hypoallergenic detergent. A great choice for sensitive skin.
- I Will Provide: Include your own detergent with your pickup, and your Pro will use it for your order. Any unused portion will be returned with your clean laundry.
You can send preferred laundry products at no extra charge
Feel free to include your own laundry products with your order, like fabric softener, dryer sheets, bleach, or anything else you use at home. Your Laundry Pro will use them as instructed and send back any unused portion.
There's no additional charge for this. If you're sending your own detergent, select "I will provide" under the detergent selection and skip Additional Touches, just make sure it's actually out with your laundry at pickup.
If you're sending extra supplies but not detergent, go ahead and select your detergent preference as usual, then set your additional products outside with your laundry. Send your Laundry Pro a message in the app letting them know what you'd like done with them.
Want your Laundry Pro to use their supplies?
If you'd like to enhance your laundry experience but don't have the extra products on hand, or if you'd rather not send your own, you'll see options for Additional Touches during checkout. These are laundry extras like fabric softener, dryer sheets, vinegar, Oxi Boost, laundry sanitizer, or scent beads, and your Laundry Pro will provide them for an additional fee.
A quick way to think about it:
- You're sending supplies with your laundry → don't select Additional Touches
- You want your Laundry Pro to bring the supplies → select the Additional Touches you want
Learn more in Additional Touches: What They Are & How They Work.
Ironing & Steaming (charged per item)
Beyond products, you can also add garment-care services to your order during checkout:
- Ironing: Select the number of items you'd like ironed. Your Laundry Pro will press each item to reduce wrinkles and creases.
- Steaming: Select the number of items you'd like steamed. Steaming is a gentler option that works well for delicate fabrics or items that need a quick refresh without direct heat.
Both services are charged per item, and your Laundry Pro sees your selections before accepting the order. Availability varies by market.
Learn more about Ironing and Steaming.
Hang Dry (unavailable for Express orders)
For Standard service orders, you Laundry Pro will be happy to accommodate hang-dry requests at no additional fee. Hang Dry is not available for Express service.
To have items hung dried:
- In the checkout flow, update your "Laundry Care" preferences in your selected Profile to include "Hang Dry"
- Put your hang-dry items in a separate bag and label the bag "Hang Dry"
That's it! Hang-dry items will be air-dried, folded, and returned with the rest of your order.
Want them returned on hangers? Additionally select "Return on Hangers" and leave out the appropriate number of hangers with your order at pickup. Laundry Pros do not provide hangers.
Please note: items returned on hangers are weighed after the full washing process — washing, drying, hanging, and packing — so they're weighed together with the hangers. This ensures accurate billing.
FAQs
Can my Laundry Pro treat stains or hand-wash delicate items? No. Laundry Pros don't treat stains, hand-wash, dry clean, or read care tags. Please keep items that need special treatment out of your order.
Is there a charge for sending my own fabric softener or dryer sheets? No. Including your own products is always free. Your Laundry Pro will use them as instructed and return anything unused.
Can I request a different water temperature or dryer heat? Yes, you can request it. Your Laundry Pro will do their best to accommodate it.
Can I get hang-dry items with Express service? No, Hang Dry is only available for Standard service.
Can I ask for a specific folding style? Laundry Pros fold all laundry neatly and sort intelligently, but they aren't able to accommodate specific folding methods.
Will my Laundry Pro see my "Additional Requests" before accepting the order? Yes. Your Laundry Pro sees your detergent selection, Additional Touches, and any special instructions before accepting your order.
Will my Laundry Pro see my "Pickup Instructions" before accepting the order? No. Your Laundry Pro will only see any information about your location or laundry pickup spot after accepting your order.
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