Question 1

Where does The Laundress ship?

Accepted Answer

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.

Question 2

Which credit cards do you accept?

Accepted Answer

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

Question 3

When do you charge for my order?

Accepted Answer

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.

Question 4

Can I cancel my order?

Accepted Answer

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.

Question 5

How long will it take for my order to arrive?

Accepted Answer

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.

Question 6

How much does shipping cost?

Accepted Answer

Domestic Ground Shipping is free in the contiguous U.S on orders over $50. For orders below $50, shipping is $5.95, and we ship from the East Coast. 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.

Question 7

How quickly will my expedited shipment go out?

Accepted Answer

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.

Question 8

How can I find out the status of my order?

Accepted Answer

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.

Question 9

What happens if my shipment arrives damaged?

Accepted Answer

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.

Question 10

What is your return policy?

Accepted Answer

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.

Question 11

Can I exchange my products?

Accepted Answer

Unfortunately, we do not offer exchanges.

Question 12

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

Accepted Answer

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: Modified formulas made with biobased ingredients that meet stringent ingredient and microbiological consumer safety standards A new manufacturing partner with expert on-site supervision of production runs 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 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.

Question 13

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

Accepted Answer

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.

Question 14

Why did you change the color of the formulas?

Accepted Answer

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!

Question 15

What does bio-based mean?

Accepted Answer

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.

Question 16

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

Accepted Answer

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.

Question 17

Will you be offering bulk or value sizing again?

Accepted Answer

We are working to bring back our gallon sizes. Please sign up for our emails and follow us on social for updates.

Question 18

Why are dosage instructions different?

Accepted Answer

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.

Question 19

Is your packaging recyclable?

Accepted Answer

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.

Question 20

Where are your products made?

Accepted Answer

Our fabric care formulas are assembled in the USA.

Question 21

Do your products expire?

Accepted Answer

Our formulas have a shelf life of three years.

Question 22

What are the ingredients in your products?

Accepted Answer

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

Question 23

How are your fragrances created?

Accepted Answer

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.

Question 24

Can I use your products in my HE machine?

Accepted Answer

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

Question 25

Are your products septic safe?

Accepted Answer

Yes.

Question 26

When will you be releasing more products?

Accepted Answer

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!

Question 27

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

Accepted Answer

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.

Question 28

Where can I see my order history?

Accepted Answer

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.

Products You May Also Like