Customer Service

CONTACT US

Ask about our products, an order you placed, and get expert fabric care advice. We’re here to ensure you have an exceptional experience.

Monday - Thursday 10:30am to 5pm EST, Friday 9:30am to 1pm EST

Call Us: +1-800-282-4121

Email Us: customerservice@thelaundress.com

Our Customer Service team works to respond to all inquiries within 24-48 hours. To help ensure the quickest response, kindly leave only one message, and include your order number, if applicable.

MEDIA INQUIRIES

Frequently Asked Questions

ORDERS & SHIPPING

Where does The Laundress ship?


The Laundress ships to any street address in the United States, including Alaska and Hawaii for an additional air shipping cost. The Laundress does not ship to APO addresses within the United States or internationally.

Which credit cards do you accept?


We accept Visa, MasterCard, American Express & Discover. The Laundress also accepts ShopPay, PayPal, and Amazon Pay.


When do you charge for my order?


Your form of payment will be charged at the time your order is shipped. You will see a pending authorization charge at the time your order is placed on our website.

Are there exclusions to the discount codes?


All Laundress codes and promotions exclude Auto-Replenishment orders, gift sets, and E-gift cards, unless otherwise indicated. Laundress discounts and loyalty rewards cannot be combined. Gallons are excluded from all Laundress codes and promotions with the exception of the 15% welcome code unless otherwise indicated.

Can I cancel my order?


Yes, if it is within 30 minutes of placing your order, you can cancel your order directly on the Order Confirmation page. This page should be accessible via your confirmation email by clicking "View Order Status", or via your browser's history. Under "Order Actions", click Cancel to cancel the order.

If it has been more than 30 minutes since placing your order, please contact our customer care team as soon as possible on the day of ordering to see if a cancellation is possible. We start to process orders soon after they are received and cannot guarantee cancellation of an order once it has started to be processed.

If your order has shipped, we cannot cancel your order.

How long will it take for my order to arrive?


Standard shipments placed before 11am EST will typically process by the next business day. Standard shipping will take 3-5 days via UPS.

Expedited shipments placed before 2pm EST will ship the same day. Your tracking information will be emailed to you once as it is assigned in our warehouse so you can follow along with the package’s progress.


How much does shipping cost?


We offer free domestic ground shipping within the contiguous US with orders of $50 or more, after any discounts or promotions are applied and before tax. If your subtotal falls below $50 after any discounts are applied, you will be charged for shipping. For orders below $50, shipping is $5.95. Shipments to Alaska and Hawaii are subject to additional air shipment fees.

If you select expedited shipping at checkout, the cost of shipping will vary depending on where you are located, the weight of the products being shipped, and how quickly you wish to receive your merchandise. You will be able to preview the cost of shipping prior to placing your order.

How quickly will my expedited shipment go out?


Expedited shipments placed before 2pm EST will ship the same day. Your tracking information will be emailed to you once as it is assigned in our warehouse so you can follow along with the package’s progress.


How can I find out the status of my order?


You will receive an email with tracking information as soon as your order ships from our warehouse. You can also track your order within your account on thelaundress.com. If you experience any issues with tracking your order or need help accessing your account, please reach out to us at customerservice@thelaundress.com.


What happens if my shipment arrives damaged?


If your order arrives damaged, please reach out to us at customerservice@thelaundress.com as soon as possible so we can do our best to help resolve the situation. In your message to us, kindly please include your order number and which item(s) were damaged, and we will reach out to you to provide instructions.


What is your return policy?


If you are unsatisfied with our product for any reason, you may request a return within 30 days of your purchase. Please email us at customerservice@thelaundress.com to initiate a return.


Can I exchange my products?


Unfortunately, we do not offer exchanges.


PRODUCT INFORMATION

Do your products expire?


Our formulas have a shelf life of two years.


What kind of testing is being performed on the formulas to ensure contamination won’t happen again?


Our #1 priority is ensuring our products adhere to the highest standards of product quality and safety. We partnered with global experts from R&D, Supply Chain, Manufacturing, and Quality Assurance to make comprehensive changes to our supply chain and products to address all issues and improve our safety standards beyond what is required. Our new safety program includes:

  1. Modified formulas made with biobased ingredients that meet stringent ingredient and microbiological consumer safety standards
  2. A new manufacturing partner with expert on-site supervision of production runs
  3. Comprehensive quality assessment and monitoring of ingredients to ensure they are optimized to deliver on performance as well as a thorough review of suppliers, in a renewed commitment to the highest raw material standards
  4. Rigorous inspection and robust microbiological testing of product batches that exceeds US industry standards.

We are confident that the quality and consumer safety procedures we have put into place embody our uncompromising commitment to you and will exceed your expectations for exceptional fabric care.

How can I tell these are new products and not the old?


From a safety perspective, it was important to us that customers can visibly see the difference between our new products and old. The new detergents are transparent, the formulas have a lightweight consistency, and the matte labels on the bottles have been updated with new product language. If you have any questions, please reach out to our Customer Care team to verify.

Why did you change the color of the formulas?


Our updated, transparent detergents are expert-crafted with only the highest quality, bio-based ingredients—we included only what we felt was necessary to improve ingredient and micro-biological safety while meeting the fabric care performance our discerning customers have come to expect. We can’t wait for you to try them!

What does bio-based mean?


The term biobased (or bio-based) means our ingredients come primarily from renewable sources that are not petroleum based. The biobased ingredients in The Laundress products are exclusively plant-based and are not tested on animals.

Is this safe to use on my children’s clothes or around my pets?


When used as directed The Laundress products can be used to wash children's clothing. Like most cleaning products, The Laundress products should be kept out of reach of children and pets. If swallowed, drink plenty of water and contact a physician. For contact with eyes, flush with water for at least 15 minutes and contact a physician. For product contents, see ingredient list on back of label.

Will you be offering bulk or value sizing again?


We're thrilled to announce our gallons are back! Please visit Everyday Fabric Care page here to shop gallons

Why are dosage instructions different?


You’ll notice that we’ve updated our dosage instructions from capfuls to ounces/milliliters. For a less messy experience, we recommend measuring out our concentrated formulas in a washable silicone Measuring Cup or kitchen measuring cup according to load size, then following the instructions on the detergent label for your machine type.

Is your packaging recyclable?


Our bottles are currently made from recyclable #1 PET Plastic, and we are always looking into packaging options that allow us to not only be more sustainable, but also safely store and transport our fabric care solutions. Please note that the bottle caps are not recyclable and should be disposed of separately. For more d etails on how to recycle PET plastic, contact your municipality.

Where are your products made?


Our fabric care formulas are assembled in the USA.

Do your products expire?


Our formulas have a shelf life of three years.

What are the ingredients in your products?


Please visit our Ingredient Glossary, where we break down the functionality of each ingredient in our products.

How are your fragrances created?


We routinely evaluate to ensure our fragrances are equivalent to the highest-quality fragrances on the market.

We work closely with the master perfumers at our boutique fragrance houses to ensure our fragrances stay as close as possible to the original scents and contain the same premium blends of essential oils, botanical ingredients, and synthetic fragrance compounds that our scents are loved for. Each fragrance represents the most luxurious and authentic expression of our brand. We hope you love them as much as we do.

Can I use your products in my HE machine?


Absolutely, our fabric care formulas are optimized for HE (high efficiency) machine usage.

Are your products septic safe?


Yes.

When will you be releasing more products?


Focusing on a small assortment of our best-selling products allowed us to incorporate customer feedback and meticulously ensure product quality. We’re working on bringing more products back… please drop us a laundry line to let us know what you’d like to see back on your laundry shelf!

ACCOUNT INFORMATION

I can't log in to my account, what do I do?


If your account login information is not working, you can reset your password by clicking the “Forgot Password” link on the login page. Follow the prompts to reset your password. Once you reset your password, you will be able to login to your account using your new password and email. If resetting your password is unsuccessful, please check your email address to confirm you are attempting to login with the same email address you originally signed up with.


If the above steps are not successful, please reach out to customer service team at customerservice@thelaundress.com for additional support.


Where can I see my order history?


Log in to your account by entering your email and password on our My Account page, and your order history will appear.

We updated our website platform in April 2022. Any order before April 2022 will not appear in your account. However, we do have order history here on file, so if you need us to look up a specific order from the past for you, we still can. If you have additional questions, please reach out to our Customer Service team anytime at customerservice@thelaundress.com.