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Mobile Pick-up and Delivery Questions

Do you accept walk in orders?

We do not. All ordering is processed online for pick-up and delivery service. Got questions? Feel free to call us at 512-676-5807 or email support@thefolde.com

How do I know if my address is within your delivery zone?

We deliver to addresses within the following zip codes: 78704, 78746, 78703, 78702, 78701, 78712, 78705, 78702, 78722, 78741, 78745, 78749, 78735, 78748, 78731, 78751, 78757, 78752, 78723, 78756. If your address is not in one of these zip codes, you will be notified upon sign-up. For more information, see our Delivery Page.

Does mobile pick-up and delivery cost extra?

If you are a subscriber, both mobile pick-up and mobile delivery are free with your $12 per month subscriber charge. If you are a classic customer (non-subscriber), delivery is subject to a $6 mobile charge. For more information, see our Pricing Page. Classic customer accounts (non-subscribers) include one-time $10 bag fee at signup.

Is there a minimum delivery requirement?

No. With our flat rate pricing system, if it’s dirty and you want it clean, we will pick it up, clean it, and drop it off.

How do I schedule a mobile pick-up?

Schedule your pickup at www.thefolde.com/order. Bags are provided with your first scheduled pickup. Once your clothes are cleaned and delivered, the bags are yours to keep - stuff them full and reorder at your convenience.

How do I differentiate my wash and fold laundry from my dry cleaning laundry?

Upon placing your first order, you will be provided two specific wash and fold bags and one specific dry cleaning bag to easily separate your dry cleaning clothes from their wash and fold clothes.

How do I know when my laundry is done?

When your clothes are clean, you will receive a text message notification. Click the link in the text message to either 1)change an existing delivery time or 2)schedule a new delivery time.

I got a text telling me my clothes are clean. How do I schedule a new delivery or change an existing mobile delivery?

To schedule a new delivery or change an existing delivery, you can use our ORder Adjustment Portal to notify us online or call (512) 676-5807.

Once the delivery is scheduled: WE DROP IT OFF or LEAVE IT by your door and we charge your card on file upon the completion of the delivery.

How do I pay?

Your card will be kept on file once you setup your account in store or online. You pay for your order services when we charge your card on file upon the completion of the delivery.

Laundry Wash and Fold Questions

How do you charge for wash and fold?

Wash and fold is charged on an easy to understand flat rate pricing system. We measure your laundry by fit into our Folde Bags. Our Standard Folde Bag is $30 and packs three full loads. Our X-Large Folde Bag is $40 and packs 5+ full loads. For more information, see our Pricing Page.

How do I differentiate my wash and fold laundry from my dry cleaning laundry?

Upon placing your first order, you will be provided two specific wash and fold bags and one specific dry cleaning bag to easily separate your dry cleaning clothes from their wash and fold clothes.

How do you wash my laundry?

We wash all laundry to industry and manufacturer standards, the best practices of laundry. We separate whites (hot water), colors (warm water, color safe detergent), and darks (cold water, color safe detergent) into separate loads. We use high-efficiency, eco-friendly washing machines and all wash and fold laundry uses premium name brand detergents. Not too shabby, right?

How do you fold my laundry?

We fold it better than you do. All laundry is folded and stacked neatly and pesky socks are paired and placed on top. If placed in your Folde Bag, shirts with collars and blouses are hung on hangers and steamed - but are not pressed. For pressing, you will need to include the garment in your dry cleaning bag or separate the item for your driver before pick-up. It will then be treated and charged as a dry cleaning item.

How do I notify The Folde about special care instructions for my clothes?

Special care items should be noted upon placing an order in the ‘notes’ section, with your driver upon pick-up, or in-store upon drop-off. We do our best to treat special care items on a case-by-case basis. Some of which include: hang dry, stain treating, and delicate wash. Typically, we suggest the customer opt for dry cleaning services on special care items as a measure for extra care.

Do you offer hang-dry options instead of machine dry?

Yes. Hang-dry options are available upon request. Please specify upon collection.

Do you do alterations?

No. We do not do alterations. However, feel free to give us a call (512-676-5807) or email (support@thefolde.com) and we will happily share where we send all of our threads to get fixed up.

Who is responsible for items left/damaged in pockets?

As part of our thorough and complete cleaning processes, we check all pockets before any treatment begins. However, pens, lipstick, and gum can be sneaky. They do their best to ruin your day and ours.

While we always go above and beyond to prevent damage. And, in the case that garments are damaged from customer oversight of items left in the pockets, we will do our best to fix the damage at no extra charge. However, we are not responsible for any remaining damage due to customer oversight.

So, help us out! Please check your pockets!

Dry Cleaning Questions

How do I notify The Folde about special care instructions for my clothes?

Special care items should be noted upon placing an order in the ‘notes’ section, with your driver upon pick-up, or in-store upon drop-off. We do our best to treat special care items on a case-by-case basis. Some of which include: hang dry, stain treating, and delicate wash. Typically, we suggest the customer opt for dry cleaning services on special care items as a measure for extra care.

How do I differentiate my wash and fold laundry from my dry cleaning laundry?

Upon placing your first order, you will be provided two specific wash and fold bags and one specific dry cleaning bag to easily separate your dry cleaning clothes from their wash and fold clothes.

Do you collect hangers to recycle?

Yes, of course. We accept them on our deliveries. Feel free to hand them over.

Do you do alterations?

No. We do not do alterations. However, feel free to give us a call (512-676-5807) or email (support@thefolde.com) and we will happily share where we send all of our threads to get fixed up.

Who is responsible for items left/damaged in pockets?

As part of our thorough and complete cleaning processes, we check all pockets before any treatment begins. However, pens, lipstick, and gum can be sneaky. They do their best to ruin your day and ours.

While we always go above and beyond to prevent damage. And, in the case that garments are damaged from customer oversight of items left in the pockets, we will do our best to fix the damage at no extra charge. However, we are not responsible for any remaining damage due to customer oversight.

So, help us out! Please check your pockets!

Billing Questions

How do I pay for my laundry and mobile delivery?

Your card will be kept on file once you setup your account in store or online. You pay for your order services when we charge your card on file upon the completion of the delivery.

How do I upgrade my monthly subscription?

You can cancel your monthly subscription at www.thefolde.com/subscription. You can also cancel your subscription by calling 512-676-5807 or emailing support@thefolde.com.

How do I pay for my monthly subscription?

Your card on file will be charged monthly on the date of your enrollment. Classic customer accounts (non-subscribers) include one-time $10 bag fee at signup charged automatically at signup.

How do I cancel my monthly subscription?

You can cancel your monthly subscription at www.thefolde.com/subscription. You can also cancel your subscription by calling 512-676-5807 or emailing support@thefolde.com.

I didn't understand the pricing. Can I get a refund?

We handle refunds on a case by case basis. However, all pricing options are stated clearly on both our How It Works page, Pricing page, and ordering portal upon signing up and placing your order. The Folde is not liable for issuing refunds or credits on the sole basis of not understanding the pricing structure. We've worked to make it as transparent and simple as possible. For questions on pricing or billing, please contact support@thefolde.com or call/text 512-676-5807.

Customer Service Questions

Who do I talk to about a problem with my order?

Feel free to call us at (512) 676-5807 or email support@thefolde.com. We will be happy to work it out with you.

What if my clothes are damaged?

Taking care of your garments is our number one priority. We strive to provide exceptional service. While we are very cautious to treat all garments carefully, we cannot guarantee against color loss, bleeding, or shrinkage. In addition, The Folde is responsible for the proper treatment of the garments in the bag the customer provides. Dry cleaning items left in wash & fold bags by the customer are not included in this liability. 

  • For any items deemed damaged in dry cleaning, The Folde may reimburse you by paying up to ten (10) times the charge for cleaning the item regardless of brand, price, or condition of the garment.
  • For any items deemed damaged in wash and fold, it shall be evaluated on a case-by-case basis, but in any case reimbursement for lost wash and fold items shall not exceed two (2) times the price of the weight of the wash and fold load.
  • Any damaged items must be reported to support@thefolde.com and inspected by The Folde within seven (7) days through digital photos or in-person. If the cost of damage exceeds $150, the item must be tested at the International Fabricare Institute Garment Analysis Lab.

Who is responsible for items left/damaged in pockets?

As part of our thorough and complete cleaning processes, we check all pockets before any treatment begins. However, pens, lipstick, and gum can be sneaky. They do their best to ruin your day and ours.

While we always go above and beyond to prevent damage. And, in the case that garments are damaged from customer oversight of items left in the pockets, we will do our best to fix the damage at no extra charge. However, we are not responsible for any remaining damage due to customer oversight.

So, help us out! Please check your pockets!

Thornton Road Questions

Do you accept walk-in orders?

We do not. All ordering is processed online for pick-up and delivery service. Got questions? Feel free to call us. (512) 676-5807.

Where are you located?

We offer online ordering only; no retail walk-in service. For business development inquiries, we're located at 2311 Thornton Rd. #B Austin, TX 78704. It's just off Oltorf between South Lamar and First St. - near ABGB.

When are you open?

Currently, we only accept new orders for pickup Sunday - Friday while we work on opening our operations seven days a week. With that, our online ordering (mobile pick-up and delivery) is open from 6am - 9pm Monday through Thursday and between 8am - 6pm on Friday & Sunday. We are currently closed on Saturday.

  • Mon - Thurs: 6am - 9pm
  • Friday: 8am - 6pm
  • Saturday: Closed
  • Sun: 8am - 6pm

Do you offer self-service washing machines?

No. We do not offer self-service laundromat-style service. C'mon.