First time using Poplin? Getting fresh, folded laundry delivered to your door is easy. Here is a quick look at how your first order works from start to finish.
Step 1: Prep Your Laundry
A little preparation ensures a seamless experience:
Get your laundry together: Most customers collect their laundry into 17-gallon plastic kitchen bags, but personal hampers, baskets, or laundry bags work great too. Reusable bags, hampers, or baskets will be returned with your clean clothes.
Separate hang-dry items: If you request hang drying, put those clothes into their own labeled bag. (Note: Hang dry is available for Standard service only).
Leave out specialty items: Keep dry-clean-only, hand-wash, and stain-treatment items out of your order. Learn more about what Poplin can and cannot process.
Sending your own supplies is completely option: Detergent is included with every order at no extra charge. You only need to include detergent with your pickup if you want a specific personal brand used. Any unused products you supply will be returned.
Learn More: Check out Getting Your Laundry Done Your Way for a full breakdown of care preferences.
Step 2: Place Your Order in the App
Setting up your request takes just a couple of minutes:
Enter your location details: Provide your address, building type, and pickup spot so everything goes smoothly.
Select your service speed: Choose Standard (next-day delivery, if placed before 3:00 PM) or Express (faster turnaround). Learn more about order processing times here.
Pick a detergent: Choose between Classic Scented, Unscented Hypoallergenic, or "I Will Provide".
Select optional extras: Request optional Additional Touches like fabric softener, Oxi Boost, or scent beads. You can also add Ironing or Steaming on a per-item basis or book specific 3-hour Pickup and Delivery Windows.
Add simple instructions: Keep laundry care notes clear and straightforward.
Select your protection: Basic coverage is included for free on every order, with optional upgraded coverage available.
Step 3: Order Acceptance & Pickup
Your order is offered to Laundry Pros: A local Laundry Pro reviews your entire order before accepting, including your detergent choice, service speed, Additional Touches, and any special instructions.
Get to know your Laundry Pro: Once accepted, open the app to view your Laundry Pro's profile, learn what motivates them, and see who will be caring for your clothes. Your assigned Laundry Pro manages your clothes with personal care from pickup to delivery.
Plan for pickup: As soon as your order is accepted, you'll receive an estimated pickup time. You can also message your Laundry Pro directly in the app from the moment they accept until six hours after delivery for quick follow-ups or notes of appreciation.
Easy handoff: Ensure your bags are in your designated pickup spot. You do not need to be home for pickup; your Laundry Pro will simply pick up your laundry and send an automated notification through the app once they've retrieved your order.
Step 4: Washing, Folding, & Billing
Smart laundry practices: Lights and darks are separated, washed in cold water, dried on medium heat (unless specified otherwise), and neatly folded and sorted by family member or item type.
Tailored care added: Any extra preferences you chose are applied, including your detergent selection, Additional Touches, hang dry, ironing, or steaming.
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Weighing and billing: Once your laundry is clean and folded, your Pro weighs your order and your card is charged. Your final total reflects:
Your local per-pound rate multiplied by your order weight (or the minimum fee, whichever is greater)
$8 per oversized item such as comforters, sleeping bags, or pillows requiring their own wash or dry cycle
Any selected Additional Touches, ironing, or steaming
Applicable taxes and fees
Stay in the know: You'll receive an automated notification as soon as your order is weighed and charged.
Step 5: Delivery, Rating, & Tipping
Returned fresh and organized: Your Laundry Pro returns your clean, folded, and bagged clothes directly to your designated spot by your delivery deadline. You'll receive an automatic app notification and a digital receipt once delivered. You can also view the billing breakdown for the order.
Rate and tip: Bring your fresh laundry inside, then open the app to rate your experience and leave a tip. If you loved the service, you can request the same Laundry Pro for future orders.
That’s It!
Poplin offers you a simple, effortless way to take laundry off your to-do list while still giving you the choices to get your clothes cleaned just how you like them. Simply prep your bags, set your preferences in the app, and enjoy your extra free time while your Laundry Pro handles the heavy lifting.
Ready to simplify laundry day? Place your first order in the Poplin app today!
FAQs
Do I need to be home for pickup or delivery? No, you do not need to be home, though we highly recommend keeping your app push notifications turned on so you don't miss real-time updates or access requests from your Laundry Pro.
How should I bag my laundry? In a kitchen trash bag or your own laundry hampers or bags — your choice.
Can I cancel or change my order after placing it? You can cancel an order in the app anytime before pickup. To modify selections like your pickup location or any Additional Touches, you'll need to cancel and submit a new order request.
What if my laundry weighs less than the minimum? You'll be charged the minimum order fee. Oversized item fees and extras are added on top.
What if something is lost or damaged? It's rare, but Poplin has your back. Read here for more about how Poplin protects your laundry.
Can I use the same Laundry Pro next time? Yes! If you loved your Laundry Pro you can select them as a Preferred Laundry Pro on all future orders.
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