Need Help? Call or Text 678.298.8002

Pure Laundry
FAQs

Getting Started

Pure offers 3 options to start your laundry service by creating an account for Pure Laundry’s Valet Service. 

  1. You may Create an Account on our website
  2. You may download the Pure Laundry Company App from the App Store or Google Play Store and    create an account.
  3. You may call/text our office at 678.298.8002. We can set up your account live.

Once you set up your account and select your laundry preferences, Pure will deliver to your door, the next business day, a Welcome Kit which contains the Pure Valet Bags. You will use the respective bag to place your garments inside of and place outside in your designated location for pick up by Pure Laundry. The following business day after your Welcome Kit is delivered, is the first day that your first pick up can occur.

Your Free Welcome Kit will come in a branded Pure Laundry multipurpose blue tote bag. Each Pure Laundry bag is labeled with the respective service. The kit contains a large Wash-N-Fold Bag, Medium Wash-N-Fold Bag, Dry Cleaning/Launder Press 2 IN 1 Bag and a Door Hanger. 

I am sorry, we only deliver the Welcome Kit to customers who have set up an account with a credit card on file and who selected a pick up date?

Yes, you must schedule your first pick up before you can receive your free Welcome Kit.

There is no commitment for your service duration. You may cancel your service simply by not requesting your next pickup.

Pure’s pick ups occur between 8:30am -2:00pm Monday-Saturday and our deliveries occur between 2pm-6:30pm Monday-Saturday. Please ensure your Pure Bags are outside and ready for pickup by 8am on your scheduled pickup day. Your clean clothes will be delivered to you and placed in your designated location the following business day, within the delivery timeframe. Pure will use text to update you on your pick up and delivery statuses. 

Your laundered and dry cleaned clothes will be returned clean and neatly packaged within 24 business hours for Monday through Thursday pickups. Clothes picked up on Friday will be returned Monday/Tuesday.

Please be aware that some additional cleaning services need additional time to process, including Wash-N-Hang, alterations/repairs, items with hard to remove stains and dry cleaning for certain household items, as well as shoe/bag cleaning/repairs. If at any time you need an update on an item, please text 678.298.8002 or email to wecare@purelaundrycompany.com. 

Billing

Your Pure Bag Kit contains multiple bags. 

  1. The Large Teal Wash-N-Fold Bag is a flat charge of $39 for everything that can be put into the bag, with the bag closing within 6”. Size (36”L X 24”W)
  2. The Medium Teal Wash-N-Fold Bag is a flat charge of $29 for everything that can be put into the bag, with the bag closing within 6”. Size (28”L X 22”W)
  3. The Blue Tote Multipurpose Bag for Wash-N-Fold cost $39 for everything that can be put into the bag, with the bag closing within 6”. Size (18”L X 10”W X 14.5”H expandable to 22.5’H)
  4. Wash-N-Hang is charged by the pound at $2.50/lb.
  5. Dry Cleaning and other Cleaning Services are priced individually.

Pure offers three Wash-N-Fold laundry bag options included in your free Pure Valet Bag Kit. A Tote or a Large Wash-N-Fold bag is 24″x36″ and you may add up to 24 pounds for the flat rate of $39. A Medium Wash-N-Fold bag is 22″x28″ and you may add up to 18 pounds for the flat rate of $29. If bags are over the weight limit, the extra poundage will be calculated at a per pound rate of $2.25 per pound.

There is no extra charge for the pickup and delivery service. 

No, Pure does not store a customer’s credit card information. Once the credit card information is entered into our POS system, the card number is stored on our credit card processor’s server. We only have access to see the last 4 digits of your card number from the initial input time forward.

Large items such as bedspreads and comforters are not subject to the flat rate bag pricing. They are billed at a piece rate. Please check out Valet Bedding Price List.

Pick up & Delivery

We do not guarantee a 1 business day return for Wash-N-Hang. The fabric type will mandate how long it will take the fabrics to dry naturally. 

Unfortunately, your pickup and delivery time is determined by our driver’s route demand for the day. We are sorry we cannot accept specific time request or make special accommodations.

Yes, you can reschedule a pickup, if you call or text us by 6:00am of your scheduled pick up day.  Please note that you will be subject to a $10 convenience fee for a failed pick up or delivery attempt.

You do not need to be at home to receive your clean clothes delivery personally. Your clothes will be left at your designated location at your home. You will need to note any specific instructions for your deliveries in your notes section of your account. You should also provide any gate codes in this section also to ensure your delivery reaches you in a timely manner. Please be sure to place the provided door hanger that was included in your Welcome Kit on your respective selected door. 

Your Pure Valet Bag Kit contains a black metal door hanger. Please place this door hanger on your designated door for your return hanging clothes. 

Yes, we can place your clothes inside your garage for safe keeping if you provide a garage entry code and a place to hang your clothes. We actually prefer this method in order to safeguard against the elements and to keep secure and safe. 

You may leave additional bags for pick up and our drivers will tag your bags upon pick up. 

No, that is the beauty of Pure Laundry. Leave the work to us. If you have any special notation regarding a shipment, please enter this into your preferences section on the Pure App or Pure Laundry website. 

Yes. Pure Laundry can provide pick up from these type locations, as long as they fall within our current service zones. When creating your account, please be sure to note any and all special pick up or delivery instructions that will be needed to access and return your laundry. Pure respects and abides by the rules of all locations that we service. Your laundry may be left at a public designated location within your building facility that is specified by the respective property management. Pure Laundry does not control nor govern these delivery locations and is not responsible for garments after delivery dropped off.

Please schedule all pickups by 6:00am the day of your requested pick up. 

Yes. We will keep you updated by text of your upcoming pick ups. 

Please call or text 678.298.8002 or email wecare@PureLaundryCompany.com. If our driver is still in your area, we will make every effort to pick up your laundry to try to avoid a $10.00 missed pickup fee that is automatically charged to your account.

If there is a severe storm, such as an ice or snowstorm, we will return your laundry to you as soon as it is safe to do so. 

Yes, we can pick up a large rug from your home, but due to our insurance restrictions, we cannot come into your home to fold or roll the rug. We can only pick up a rug that has been removed from the room and placed in an easily accessible exterior location. 

Services

Please enter your zip code on our Service Finder to determine our service areas.

No, that is the beauty of Pure Laundry. Leave the work to us. If you have any special notation regarding a shipment, please enter this into your preferences section on the Pure App or Pure Laundry website. 

Yes. Please email us at wecare@PureLaundryCompany.com  to request additional bags. We will deliver the requested bags to you on your next delivery.

We are closed on the following Federal Holidays:

  • New Year’s Day – January 1
  • Memorial Day-Last Monday in May
  • Independence Day-July 4
  • Labor Day-First Monday in September
  • Thanksgiving Day-Fourth Thursday in November
  • Christmas Day-December 25

Yes. We offer garment alterations and repairs.

Yes. We offer shoe repair as well as leather shoe and bag conditioning and polishing.

Yes. We do our best to treat stains that we see. However, in our Wash-N-Fold service we do not thoroughly inspect every garment. If a garment becomes stained while wearing, we advise not to pretreat the stains with anything at home other than cold water. Always follow all fabric care notations on all garment tags. We will try to treat a stain, but cannot guarantee that stains can be removed. Additional stain treatment may be engaged through using our dry cleaning service. 

Yes, we do. We clean room size rugs.

Yes, we can pick up a large rug from your home, but due to our insurance restrictions, we cannot come into your home to fold or roll the rug. We can only pick up a rug that has been removed from the room and placed in an easily accessible exterior location. 

Yes, we clean most natural hides and fur garments and rugs. 

Quality

Your clothes will be wrapped in plastic cling wrap and placed into a clear plastic bag wrapped with a twist tie. If your items are oversized, they will be placed directly into a plastic bag without being shrink wrapped. Small items may also be placed into a Pure Shopping Bag for return. Wash-N-Hang garments will be placed on hangers and packed with a Pure Dust Cover in a clear plastic bag.

No. All customers’ garments are washed separately. We do not mix customers clothes with other customers’ garments.

I am sorry, we are not able to accommodate the use of the customers own hangers. 

While it is very rare that an item go missing from a shipment, with the current security procedure we have in place, if you think you are missing an item, please notify Pure Laundry within 7 days of receiving your delivery. We will do our best to track and locate any item that was left out of your shipment. 

You finished clean laundry is generally wrapped in a plastic cling wrap and then placed inside of a plastic bag and closed with a twist tie.

When the weather is bad, we double bag your laundry to try to make sure it is protected from the elements. We always do our best to protect your garments however, we cannot be responsible for laundry after it is delivered, whether it be lost or damaged by weather.

Preferences

Yes. You may select from the options of Free & Clear, Scented or an Eco-Friendly detergent. Specific soap brand request may be available at a surcharge.

If you are going to be away, please call 678.298.8002 so that we may put your account on “Vacation Hold” for the designated away period.

You may log into your account and update your preferences, or you may call 678.298.8002 for our Pure Care Team to update your profile. 

Sure, but for ease of payment and separation of clothes, we highly recommend that you each sign up for your own account. We do not separate laundry from one account into multiple respective packages.

We do our best to accommodate every request, but there are things that make it logistically impossible for us to comply with. 

Unfortunately, we cannot pick up your own detergents and laundry supplies on our Valet Service.

Getting Started is Easy.

Register Online or Download Our Mobile App