FAQs

Pickup & Delivery

How do I schedule my pickup?


If you are a new customer, the best way to schedule a pickup is by signing up at forwardcleen.com and letting us know by clicking on the "Schedule a pickup" button. If you’re an existing customer, schedule a pickup via the "Schedule a pickup" button, send us a text at 407-929-1067 or shoot us an email at care@forwardcleen.com and we'll see you soon!




Can I receive a delivery if I’m not home?


Currently, we do ask that you be home! We pickup and deliver Wednesdays and Sundays from 8 pm to 10 pm. Please let us know if there is a time during this window that works better for you and we will do our best to accommodate it.




Do you offer contactless delivery?


Absolutely, the delivery and pick up experience is contactless and our ForwardCleen Valets all must wear face masks.




Do you charge a delivery fee or service fee?


No! We don't believe in additional delivery or service fees. We want our pricing to be transparent, so you'll never see any hidden costs. You'll know the price from the get-go.




When do you pickup and deliver?


We pickup every Wednesday and Sunday from 8 pm to 10 pm and we have a standard 2 day turnaround. We can also deliver on pickup days! As we expand, we’ll be able to offer every day pick up and delivery!




What's the turnaround time?


All our plans come with a free 2-day turnaround!





General

I have a question that’s not answered in your FAQs. How should I contact you?


Reach out to us via email at care@forwardcleen.com . We’ll be happy to help you.




Is there a minimum order size for Wash & Fold?


There is no minimum! We made it affordable and efficient to take laundry day off your plate. With ForwardCleen you pay by the bag not by pound!




What locations do you support?


We currently serve Astoria and all neighborhoods in Manhattan south of 59th Street. More locations coming soon! Sign up or email us at care@forwardcleen.com and we'll let you know as soon as we expand to your neighborhood!




How do I get my bags?


Your Valet will bring them on your first order. They're yours and you can use them going forward.




What can I put on the bags?


Anything that fits and is machine washable is fair game. That can be clothes, comforters, sheets, towels. etc. We do have a few exceptions. We do not specialize in bed bug, lice or any other insect related cleaning.




Do you offer hang dry services?


Not currently, but it's certainly on our roadmap! Sign up and we'll let you know as soon as we do.




What if I need more bags for the month?


Not a problem! Just ask your Valet for an extra bag or email us in advance. Each ‘off-plan’ laundry run is $20 per bag.




How does your subscription compare to per pound pricing?


Outsourcing your laundry shouldn’t break the bank. Laundry by the pound can get expensive and easily out of hand. Our bags can hold up to 4 loads each, which is about 45 pounds of laundry. If you compare our plans to their per pound equivalents, you see the savings! 1 Bag = $0.78/lb 2 Bags = $0.67/lb 3 bags = $0.63/lb




Can I rollover my unused bags?


Our “Gold” 4 Bags a month plan is the only one that gives you unlimited rollover of unused bags. However, if you begin your subscription into the month and can’t use all of your bags during your 1st month, those unused bags will rollover regardless of what plan you’re in!





Quality & Process

How does ForwardCleen ensure quality?


We take great pride in the fact that you trusted us to clean your laundry. That’s not an easy ask and the last thing we want to do is break your trust in us. Here are the steps we take to ensure that your clothes always receive the best care: 1) We don’t outsource the cleaning: One of the reasons our on-demand competitors have quality issues is because they outsource the core product, the actual cleaning, to someone else. When that happens, the integrity and trust is lost! One lost item or shrunk shirt is enough to erode trust and we want to avoid that at all costs in order to provide an incredible customer experience. 2) We treat your clothes like we would ours: We will wash your laundry based on your personal preferences and individual care labels. If we see that an item requires dry cleaning or a special service, we’ll get in touch with you before proceeding. Additionally, we will never wash your items with someone else’s clothes. 3) We want this to succeed: Yes, we’re a startup, but that only makes us even more sensitive and aware of our quality. We know we can't succeed if we provide a poor service and we’ll go above and beyond to treat your clothes like our own and give you the best service. 4) We request constant feedback: We know the best way to iterate and build our product is by talking to our customers. We encourage and welcome your feedback and ideas for ways to improve. 5) We’ll do whatever it takes to get things right: We are confident that your items will receive the best quality service possible. If you find something wrong, let us know and we will provide you with a complimentary re-cleaning. Please email care@forwardcleen.com if this is the case.




What’s your process for Wash & Fold?


By default, we separate your lights and darks. We wash them both using cold water and dry everything using medium heat. Cold water is proven to be just as effective as hot water. It also preserves your clothing and it’s nicer to our planet! If you want to customize your preferences, please let us know! There is no extra cost.




What happens if ForwardCleen damages or loses my clothes?


We recommend you open your ForwardCleen laundry bags as soon as they are delivered to you to make sure everything is to your satisfaction. We take every precaution to ensure we always provide the highest level of service. In the rare instance that an item is damaged or missing, we will start working to make it right as soon as you let us know. For damaged items, we will first work with you to determine if it can be repaired or restored to a good condition. If the item cannot be repaired or in the case of missing items, we will reimburse you for the full value of the item. Items over $200 will be evaluated for depreciation based on the initial date of purchase and their pre-existing condition. For any damaged items that we reimburse you, we ask that we keep them for training purposes with our staff.





Referrals

What is the best way to tell my friends about ForwardCleen?


We're excited that we earned your trust and that you enjoyed your experience with ForwardCleen enough to share the love with your friends. You will get a $20 credit towards your next month's subscription for each friend you get to subscribe with us. They will also receive a $20 credit thanks to you. Message us at care@forwardcleen.com to let us know your friend’s name and we will process the credits then. Another great way to spread the word is by following us and sharing us on social media. We’re on Instagram and Twitter at @forwardcleen.





Payments & Billing

What payment methods do you support?


We accept all major credit cards as well as PayPal.




Can I pause my subscription?


Yes, you can! Go ahead and plan a long vacation or summer break without worries. Just let us know by emailing care@forwardcleen.com and we’ll take care of it. You can pause a particular month as long as you haven’t used any of your bags during that month.





Company
Connect with us

Copyright © 2020 ForwardCleen, LLC. All Rights Reserved.