While our systems are engineered with logistical precision to ensure every garment returns home, the nature of high-volume laundry processing carries an inherent risk of loss. At Magic Basket, we have implemented rigorous tracking measures to prevent these occurrences, but we cannot guarantee that items will never be misplaced.

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When a discrepancy occurs, we follow a strict Search Protocol to investigate and resolve the matter as quickly as possible. To ensure a fair and transparent resolution for our customers, we adhere to the following Lost Item Policy.

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The 7-Day Reporting Window

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To maintain the integrity of our search, any missing items must be reported within seven (7) days of your delivery date. Because our facility processes a high volume of orders, we are unable to conduct a reliable investigation or consider claims submitted after this 7-day window.

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How to File a Claim

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To report an issue, please send an email to care@magicbasketlaundry.com with the following information:

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• Subject: Lost Item 
• Your account name and order date.
• A photo of the item if available.
• A description of the item that provides enough details to locate and confirm the item.

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Exclusions & Limitations

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To keep our service affordable and efficient, we maintain specific boundaries regarding our liability:

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• Loose Items: Magic Basket is not responsible for loose items included in your bag, such as watches, jewelry, AirPods, cufflinks, or cash. Please perform a "Pocket Sweep" before placement.
• Pre-Pickup/Post-Delivery: We are not liable for items misplaced before our driver arrives for pickup or after the bag has been delivered. We utilize Proof of Delivery (POD) photos to confirm the safe return of your bag to your designated location.

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Our Investigation Process

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When you submit a claim, a Customer Care Agent will initiate a formal investigation. This process includes:

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• Tracking Audit: A full review of your order’s digital tracking information. 
• Staff Interviews: Interviews with the drivers and facility technicians involved in your order’s lifecycle.
• Physical Search: An ample search of our processing facility and transit vehicles.

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Timeline: While we aim for a quick resolution, the detail of this review means the process can take up to 21 days to complete.

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Resolution & Compensation

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If an item is deemed lost and cannot be located after our 21-day investigation period, we provide compensation based on the following standards:

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• Maximum Limit: Total reimbursement is capped at $100.00 per order. 
• Method: All compensation is issued as Magic Basket account credit. We do not provide reimbursement via check, cash, or the purchase of a replacement item.