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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: 78701,78702, 78703, 78704, 78705, 78712, 78722, 78723, 78731, 78735, 78741, 78745, 78746, 78748, 78749, 78751, 78752, 78756, 78757. 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.

What are your pickup and delivery time slots?

That depends on your zip code. The best way to find out is to sign in here. Our AM delivery route is from 7am - noon. Our PM delivery route is from 2pm - 7pm.

With a 5-hour delivery window, we keep you notified by automated text messages when your driver has a more accurate ETA. However, most customers opt to leave their clothes out for pickup. If you have any notes on where to collect your clothes (ex. back porch, by garage door, at concierge desk, etc) feel free to include those in your order notes. 

My laundry has been picked up. When is it coming back?

Our delivery schedule is a function of the pickup slot your order was collected in. Below is the schedule of deliveries. To reschedule your delivery, contact support@thefolde.com or 512-676-5807:

  • Monday AM pickup - Wednesday AM delivery
  • Monday PM pickup - Wednesday PM delivery
  • Tuesday AM pickup - Thursday AM delivery
  • Tuesday PM pickup - Thursday PM delivery
  • Wednesday AM pickup - Friday AM delivery
  • Wednesday PM pickup - Friday PM delivery
  • Thursday AM pickup - Saturday AM delivery
  • Thursday PM pickup - Saturday AM delivery
  • Friday AM pickup - Monday AM delivery
  • Friday PM pickup - Monday PM delivery
Does mobile pick-up and delivery cost extra?

All orders are subject to a $6 delivery fee. Business accounts on weekly recurring order schedules are exempt from this delivery fee. To see if your business qualifies, please contact support@thefolde.com

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 HERE! 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.

While we do our best to catch dry cleaning items that are placed in the wash and fold bags, we can't always catch everything. That's why we give you bags to differentiate the two! The Folde is not responsible for dry cleaning items sent in wash and fold bags.

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 your wash and fold clothes. Any clothes not transferred to The Folde branded bags will be estimated for pricing into our flat-rate bag pricing structure.

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!

Can I put laundry into my dry cleaning bag?

Our dry cleaning bags are much larger in size as compared to our two flat-rate wash and fold bags to accommodate the gentle nature of our dry cleaning product.

Any clothes not transferred to the proper The Folde branded bags will be estimated for pricing into our flat-rate bag pricing structure. As such, any wash & fold that is included in our dry cleaning/launder press bags will be charged as a Standard Bag ($30)  and an XL Bag ($40) totaling $70.

Can I get a replacement laundry bag?

Yes! If you need a new laundry bag, one will be provided with your next order for $5. Feel free to specify in your order notes or ask your driver at pickup.

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.

While we do our best to catch dry cleaning items that are placed in the wash and fold bags, we can't always catch everything. That's why we give you bags to differentiate the two! The Folde is not responsible for dry cleaning items sent in wash and fold bags.

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.

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.

How do I update my credit card?

You can update your credit card by logging into your account at www.thefolde.com/order.

Do you charge extra for special requests?

There are some special requests that we charge extra for. The easiest way to view this is by logging into your account at www.thefolde.com/order and browsing your account preferences.

These include:

  • Hang dry: $5
  • Sanitization: $5
  • Replacement bag: $5
  • Hang all tops: $10
  • Customized packaging: $10
  • Missed pickup: :$15
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 Monday - Friday depending on your zip code. To find out which pickup and delivery slots are open in your neighborhood, sign up here.

Our delivery routes are open:

  • Mon - Fri: 7am - noon
  • Mon - Fri: 2pm - 7pm
  • Sat: 7am - noon
Do you offer self-service washing machines?
No. We do not offer self-service laundromat-style service. C'mon.
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