At The Eco Laundry Company, our mission is to make your life easier by treating your articles and your customer service experience with the utmost care and attention.
We take every precaution to deliver the highest standard of cleaning. We use gentle, non-toxic, phosphate-free detergents for wash and fold services and environmentally responsible, human-safe methods for dry cleaning.
To ensure complete transparency, we have outlined our store policies so you can clearly understand the terms in place when you entrust your garments to us.
Site Accessibility
We are committed to making our website accessible and usable for all people, including those with disabilities. We make reasonable and good-faith efforts to meet accessibility standards and to continually improve the user experience. If you need any assistance, please reach out to us.
Loss or Damage
We go to great lengths to ensure that your articles are treated with the highest level of attention and care. While we work diligently to avoid issues, there may be rare instances in which an article is misplaced, lost, or damaged during the cleaning process. If this occurs and the mishap is confirmed to be the result of our error, the following policy describes how claims are evaluated and addressed. The Eco Laundry Company is not responsible for loss or damage that arises from pre existing conditions, inherent garment defects, normal wear, or manufacturer construction issues. Cleaning or quality assessments conducted outside of The Eco Laundry Company do not determine or influence our policies or our resolution process.
Third-Party Services
In the event we outsource an item for specialized cleaning or handling, including leather or other materials that require specific attention, The Eco Laundry Company is not liable for the outcome of that service or for any issue resolution. Any concerns related to third-party work must be addressed with the provider.
Delivery / Third-Party Handling
While we strive for accurate and timely deliveries, our complimentary delivery service is provided as a convenience and does not fall under the same liability terms that apply in-store. The Eco Laundry Company cannot accept responsibility for loss or damage related to delivery. This includes issues that occur in transit, weather-related concerns, mishandling by building personnel, or errors by our team or by third-party couriers. We cannot assume liability for orders once they leave our care and are marked as delivered. Use of this service is at the client’s discretion.
Bags/Hampers
We make every effort to return client bags, including those used for drop-off, dry cleaning, and pickup or delivery. However, our drop-off location is not a storage facility, and we cannot guarantee the return of any bag unless you have clearly communicated with us about the item or requested that the bag be professionally cleaned with your garments. For health and safety reasons, we only handle bags that can be cleaned or recycled, and the decision to return or recycle a bag is made at our discretion.
For pickup and delivery orders, we are not responsible for the return of personal bags. For returning clients, we offer branded bags that hold dry cleaning or small wash and fold orders, and these will be returned with your delivery.
In store, we kindly ask that clients use soft, washable bags that do not take up excess space. We are unable to store rolling carts, wire-framed hampers, suitcases, or oversized containers.
Dry Cleaning / Laundered Shirts
In the event an article is lost or deemed damaged by our plant, our liability will not exceed an amount equal to twenty times the cost of cleaning that item, regardless of brand or original retail value. The industry standard in the United States is up to ten times the cost of the specific cleaning ticket. We recognize that these situations can be unpleasant, and we aim to address them in a fair and considerate manner.
All claims must be submitted within seventy two hours and must include the original itemized receipt. The garment must also be returned in unworn, from-store condition, with any tags, labels, or packaging from the cleaning still intact. Claims that do not meet these requirements cannot be evaluated. Any settlement or credit is issued at the discretion of management in consultation with the Dry Cleaning and Laundry Institute International (DLI). Our claims review process includes an audit of high resolution images of your garment, a review of its pre-cleaning condition, an internal quality control review, and a fabric and wear composition assessment. Because these instances are rare, we take them seriously, and review times vary based on the specifics of each claim.
Please inform us if any of your dry clean articles require special care or attention. The Eco Laundry Company does not accept responsibility for damage, shrinkage, or fading to any article that has not been identified as new or noted as requiring special attention at the time of drop off.
Some materials, including synthetics, textiles with a heavy pile or simulated finish such as faux fur or faux leather, and natural or synthetic blends, may react poorly to our gentle dry cleaning process. In these rare cases, we do not accept liability. Cleaning is at the client’s discretion, and responsibility for inadequate or inaccurate care label instructions rests with the manufacturer.
Upholstery weight and household fabrics, including those with stain resistant or water resistant coatings, may occasionally react poorly to spot treatment or to the dry cleaning process. Any reaction that results in discoloration or damage to the fabric, weave, or pile in these materials falls under the liability of the manufacturer, and cleaning is performed at the client’s discretion.
Shrinkage or inconsistent results with bedding items, including comforters and mattress toppers, are considered manufacturer issues and are cleaned at the discretion of the client.
Garment Details and Hardware
Adhesive based prints, heat reactive graphics, vinyl transfers, appliqués, and similar decorative elements may react unpredictably to both dry cleaning and wash and fold. Buttons, snaps, and other closures can also weaken or break during the normal cleaning process. The Eco Laundry Company does not accept responsibility for damage to these elements, and cleaning of such items is at the client’s discretion.
Wool, Cashmere, Silk
Garments made from wool, wool blends, cashmere, cashmere blends, silk, and silk or synthetic blends are delicate and may behave unpredictably during the cleaning process, though we handle them with special attention. Although certain blends can be water washable, we generally recommend our delicate dry cleaning process for the best result. The Eco Laundry Company does not accept responsibility for shrinkage, distortion, or natural reactions such as pilling in items made from these fibers or blends.
Wash and Fold Service
As standard protocol, we wash in cold water and dry on the lowest heat setting available, unless you direct us otherwise. Warm or hot cycles are used only at the client’s request or when necessary to properly clean specific articles. In addition to being gentler on fabrics, the use of cold water helps reduce our environmental footprint and supports our sustainability goals. We use plant based, non abrasive detergents that are free of toxic chemicals. Given this established process, we are unable to provide additional internal measures to further protect articles during wash and fold. The Eco Laundry Company does not accept responsibility for any item that becomes compromised in any way during the cleaning process under these conditions, or in the event of machine or equipment related malfunction.
If a garment is new and being washed for the first time, there is a risk that shrinkage may occur, or that colors may run; it can not be assumed that multicolor items are colorfast, and the cleaning process is at client discretion. We will not accept responsibility for shrinkage to any garment during the drying process, or damage due to bleeding of dyes during the cleaning process, regardless of service specified.
If you believe that a garment may be at risk of damage during the normal cleaning process, we offer hand wash, hang dry, and dry cleaning options that may be more appropriate for that item. While we encourage the safest possible care and take every precaution to achieve this, we cannot accept responsibility for any item that reacts poorly to the cleaning method you request. Hang dry items must be separated from the rest of the order and clearly indicated. Items that are not identified as hang dry will be processed as standard laundry.
The Eco Laundry Company will not accept responsibility for sorting mixed items intended for multiple services. Items that require dry cleaning must be separated and clearly marked. Without clear indication of the preferred service, we will assume that any unmarked items are to be handled as wash and fold.
The Eco Laundry Company will not accept responsibility for loss of color, shrinkage, or damage to vintage or purposefully distressed items. Garments that have been treated to appear worn or aged often react poorly to the wash and dry process.
Unless the client itemizes all pieces in their order and provides a copy of that list prior to service, The Eco Laundry Company does not accept responsibility for claims of missing items. If a detailed list has been provided and confirmed upon receipt, and an item is found to be missing through our error, a review of used item valuation will guide the resolution. Because of the tracking systems we have in place, The Eco Laundry Company does not maintain a “lost and found.” Client orders are never mixed with other orders in machines or during processing.
In rare instances an item may become misplaced. If a client wishes to submit a claim for a missing piece, they must present the original itemized list that accompanied the order along with the service ticket within seventy two hours of receipt.