Frequently Asked Questions
All of the facts — none of the fluff.
how does it work?
Fill our provided hamprs and create an order on the app with your custom preferences—our washrs will take care of the rest! By the following day, you’ll get freshly fluffed and folded clothes delivered right to your door. Sounds pretty amazing, right?
how much does it cost?
To use our platform, you’ll need to purchase an annual membership for $39 per year. Your first year of membership comes with four of our custom designed hamprs. For wash and fold service, the price is $10-15 per load.* One hampr = one load.
*price dependent on market location
when will my membership arrive?
Membership kits typically arrive in 3-6 business days after signing up.
is there a delivery fee?
Delivery and pick-up are free! However, we do charge a service fee of $2.99 for orders of 3 hamprs or less. If you have more than 4 loads, this fee is waived.
can I tip my washr?
If you had a great experience, we absolutely recommend tipping your washr! This can be done on the app once your order is completed. You will see the option to “Rate your washr” on the home screen once your order has been delivered. Clicking on that will take you to a screen where you can leave feedback and a tip.
can I pick my washr?
Had a great experience and want to request your favorite washr? Now you can. We will also let you block your not-so-favorites.
This can be done three different ways in the app – on the order feedback & tip screen, on the washr profile page, and on the new My Favorite washrs section in your Profile.
Your favorited washrs will see your orders first. If a favorited washr does not claim your order within 10 minutes, the order is sent to washrs in your area that are not in your BLOCKED list. A heart icon next to your orders indicates to a washr they are your favorite.
For BLOCKED, BLOCKED washrs will not get notifications for your orders, nor will they see your orders in their available orders.
what if I need more than 4 hampr bags?
We sell additional hamprs for $10 each. If you need more hamprs, please reach out to us on the support chat via the app.
how quickly will I get my laundry back?
Your hamprs will be delivered the next day — washed and folded!
will I be notified when my laundry is delivered?
Yes — we notify you every step of the way. You will receive a text message when your order is claimed, picked up, and delivered.
how much clothing fits in a hampr?
1 hampr = 1 load of laundry. We recommend leaving some space at the top — overstuffing* can prevent your clothes from being cleaned well. If it’s too much for your personal washer and dryer, it will be too much for our washrs’ equipment.
Our bag measurements are 21”x14”x14”.
*Please note: If the washr arrives and your bag is overstuffed, they reserve the right to refuse your order, and you will incur a $2.99 cancellation fee.
how does hampr fold my clothes?
We take folding very seriously and provide our washrs with training videos on how to fold “the hampr way.” We take a retail approach to our folding, utilizing tips and tricks from major retailers on folding items to minimize wrinkles.
what about stains or color sorting?
You handle all of that on your end! Just sort your laundry (if that’s how you roll) into separate loads and fill up your hamprs — you decide what gets washed together. If you have stains or need something treated, we recommend that you pre-treat it before adding it into a hampr.
what type of detergent does hampr use?
We have a partnership with Dropps — the inventor of the laundry pod. Our standard detergent is their scent-free, dye-free detergent pod. However, if you have your own detergent that you’d prefer, you can include that in the pocket inside the hampr.
what if I prefer a specific scent or brand of detergent?
We included a pocket in our custom-designed hampr where you can include your own detergent pod, if you’d like.
what about dryer sheets?
At this time, if you would like a dryer sheet to be used in your order then you will need to provide one in the hampr pocket. Our default detergent, Dropps, has a fabric softener included already — and it’s better for the environment!
can any item be put in my hampr?
If you would put it in your washer or dryer, it is likely that we can also handle it.
However, we do have some limitations on what we can process, including:
- Commercial linens – including event table cloths
- Sofa covers
- Area rugs
- Sleeping bags
We also cannot accept items that have been contaminated with:
- Bodily fluids from a human or pet
- Excessive pet hair
- Moisture if the item is still wet or damp
- Bedbugs or lice
- Poison ivy or poison oak oils
- Cooking grease or motor grease
- Hazardous chemical residue
- Excessively soiled items or items with caked-on mud or dirt
Specialty care clothing items
- Wedding dresses
If your bag is overstuffed, the washr reserves the right to refuse your order upon pick up.
how does hampr ensure quality?
Our customers consistently rate us highly and feedback is very important to us! We have a strict rating system with our washrs that ensures that orders are met with the same high-quality level of service.
what if my white socks come back pink?
hampr members are responsible for separating laundry before it goes into their hampr(s). Our washrs will dump the contents of your hampr into their washing machine, so it’s important to check pockets and make sure your colored clothes aren’t mixed, if that’s a concern.
are my clean clothes delivered in the same hampr used to transport my dirty laundry?
Yes, but don’t fret! Our hamprs are custom-designed with certified antimicrobial and water-resistant fabrics for long-lasting freshness.
does hampr provide dry cleaning?
At this time, we do not offer dry cleaning but will be adding it as an option in the near future.
can I send clothing that needs to be hung dry?
We are working on adding a hang dry option — stay tuned!
do I have to be home when my hamprs are picked up or delivered?
You can leave them out on your porch or in the back with special instructions on the app, or you can bring your hamprs to work with you if you prefer hand-off delivery and pick up.
how do I request hampr in my area?
The more demand we get in an area, the more likely we are to launch there! Download the app and do the service check. If we are not in your area, you will be able to enter your email address and we’ll use this information when deciding to launch a new market.
what is your cancellation policy?
We are happy to cancel orders before the membership kits are fulfilled. If you already received your hamprs and you have utilized the service, we are unable to offer refunds. If your hamprs are unused, you can send them back for a refund within the first 90 days of becoming a member. Refunds are not issued until the hamprs are received and you will be responsible for covering the cost of shipping the hamprs back.
what is the policy on damaged / missing items?
We are proud of our proactive loss protection policy. In the rare event that something is missing or damaged, we will work with you to ensure that we can make it right.
If the item is damaged, please send photos to our customer support team via the support chat feature of the app. If an item is damaged or lost, we will reimburse you up to the full value of the item in accordance with our terms and conditions. Damages related to normal wear and tear will not be covered, including:
- Color fading
- Button damage
hampr is not liable for damage caused due to incorrect preferences set by the user (i.e. – washing something on hot when it should have been washed on cold, etc.)
In order to receive reimbursement, any missing or damaged item must be reported to our customer experience team within seven (7) days of the delivery of the order. In the event of a lost item, we will attempt to recover the item. If the item is not recovered ten (10) days after the initial report of the incident, the item will be considered lost and the proper steps will be taken in accordance with our terms and conditions.
Please note that telling your washr is not a means of reporting a missing or damaged item and will not be covered by hampr. You must notify us via chat support through the app.
Exceptions to our missing item policy include:
- Loose items in pockets or the hampr bag such as cufflinks, money, wallets, earphones, jewelry, watches, credit/debit cards, etc.
hampr is not liable for any such items.
What is your overstuffing policy?
In order to receive the best quality service, we recommend that you leave room at the top of your hampr and do not compress clothes in order to fit more items.
When room is not left at the top, the clean, folded clothes will not all fit back inside of the hampr. To ensure your clothes are returned completely cleaned and neatly, we recommend filling your hampr no further than the detergent pocket.
If a washr arrives to pick up your order and they deem it overstuffed, they reserve the right to refuse pick up. Your order will be canceled and a $2.99 service fee will apply.
What steps are you taking during COVID-19?
Your safety — and the safety of our washrs — is our topmost concern during the Coronavirus (COVID-19) situation. See how we are taking active steps to ensure the safety and well-being of our communities. Learn more.