Frequently Asked Questions Magic Basket is here to remove the weekly burden of doing laundry.
What is Magic Basket and how does it work?
Magic Basket is a premium laundry care provider. We take the hassle out of doing laundry. We have modernized the traditional laundry process to provide a seamless, delivery-first experience.
Which areas do we serve?
We currently serve the following areas:care@magicbasketlaundry.com
What can I expect on my first pickup?
1. Receive Your Welcome Bag 2. Check The Pockets 3. Verify The Contents Items We Do Not Clean . 4. Stuff The Bag 5. Seal The Deal Additional Bag Pricing for more information. 6. Set It Out
What is the turnaround time for my laundry?
We maintain a strict 48-hour service standard.
Can I receive delivery if I'm not home?
Yes! Our drivers will deliver your freshly washed and folded laundry to a safe spot. Our drivers will take a Proof of Delivery photo upon drop-off.
Should I choose a Monthly Subscription or the "On-Call" plan?
Our monthly subscriptions are designed for households that want to "set it and forget it," offering predictable pickup schedules and significant cost savings over the per-pound rates. Subscription vs "On-Call" for more information.
How do I get my Magic Basket bag?
If you are a new customer, we will drop off your personalized Magic Basket Welcome Bag before your first scheduled pickup.
What do I need to do before putting clothes in the bag?
We strongly recommend you check all pockets for loose items such as cash, jewelry, or electronics. You should also ensure you are not including any prohibited items.How To Prepare Your First Bag for more information.Items We Do Not Clean for more information.
What time do I need to put my laundry out?
You must set your bag at your designated pickup spot by 6:00 AM on the morning of your service.
What happens if I forget to leave my laundry out?
If our driver arrives during your service window and the laundry is not available, we will make a reasonable attempt to reschedule your service for the next available route. At our discretion, we may treat your first missed pickup as a courtesy.Missed Laundry Pickup for more information.
Is there a fee for a missed pickup?
Yes, a $5.00 Driver Fee may be applied to your account for each repeated missed pickup or failed access attempt. Missed Laundry Pickup for more information.
How late can I schedule or reschedule a pickup?
All scheduling or rescheduling requests must be submitted by 5:00 PM the evening prior to your scheduled service day by logging into your account.
Can you pick up if I live in a gated community?
Yes we can, but we need to able to access the community. To avoid a missed pickup fee, please ensure your gate or building codes are up-to-date in your profile and the bag is not placed in a obstructed spot.
How much laundry fits in one bag?
Each Magic Basket bag is designed to hold approximately 30 lbs of laundry, which accommodates about three laundry loads. The bag must be able to close completely to be accepted for washing.The Magic Basket Bag for more information.
What if I have more laundry than what will fit in the Magic Basket bag?
You can place the addtional laundry in any secondary bag of your choice. If you have remaining monthly allocations, we will deduct from those first; otherwise, extra volume is weighed and billed separately. Additonal Bag Pricing for more information.
How do you charge for extra laundry bags?
One full bag is considered to be up to 30 lbs. Full bags will be first deducted from your monthly allocations if applicable. Otherwise, if the total weight is less than 30 lbs, you will be charged the lesser of the applicable per-pound rate or your plan's per-bag subscription price. Additonal Bag Pricing for more information.
Do I need to sort my laundry before pickup?
No sorting is required. Our processing facility handles it all. You simply toss in your everyday clothes and towels, ensure the bag fully closes, and set the bag out before the pickup time.
What kind of detergent do you use?
We have standardized our processing to use hypoallergenic and fragrance-free detergents by default. This ensures that every garment we return is safe for every member of your household and eliminates the risk of irritation.Safe By Default for more information.
Do you use fabric softeners or perfumes?
No, our standard includes 0% dyes and 0% perfumes, avoiding synthetic fragrances or masking agents. This neutral canvas won't clash with your personal products.
How are my clothes washed and dried?
Your clothes are washed using cold water wash cycles and standard machine drying settings.
Do you remove stains?
We provide basic stain treatment as part of our standard laundry service, but we do not guarantee the removal of any stain, including set-in, oil-based, or cosmetic stains.
What is "Drawer Ready" packaging?
We sort and kit your items into four primary categories: Tops & Outerwear, Bottoms, Undergarments & Socks, and Linens & Towels. Like-items are wrapped or grouped together into neat "bricks" so you can lift them out and place them directly into your drawers.Drawer Ready Packaging for more information.
Do you group family members' clothes together?
While we process orders by the bag, we do our best to group clothes together within the bag, making it easier for parents to separate nursery items from master suite items.
How do your protect clothes during transit back to me?
Every kit is placed back into your bag with the heaviest items at the bottom and the most delicate "finishing" items on top.
Are there any items you do not clean?
Yes, we do not accept shoes, rugs, dog beds, purses, backpacks, stuffed animals, goose down, tutus, leather, suede, fur, faux fur, rubber, weighted blankets, wedding dresses, or dry-clean only fabrics.Items We Do Not Clean for more information.
Do you offer dry cleaning services?
No, Magic Basket provides a pickup and delivery "wash-and-fold" service for your everyday clothes and we do not offer commercial-grade processing or specialized dry-cleaning at this time.
Do you clean large household items?
We cannot accept large or structured household goods, including area rugs, bath mats with rubber backing, heavy bedding like sleeping bags, or pet items like dog beds.Items We Do Not Clean for more information.
What is your policy for heavily soiled or biohazard items?
For health and safety, we strictly refuse items contaminated with bodily fluids (blood, feces, urine, vomit), pests (bedbugs, lice), mold, mildew, or hazardous chemicals like gasoline. Heavily soiled items will be isolated in a sealed bag and returned unwashed.Heavily Soiled Laundry for more information.
When am I billed for my subscription?
Subscription plans are month-to-month and may be subject to payments on the date of signup or the 1st of each month. Subscriptions automatically extend for successive renewal periods unless you opt out.
When am I billed if I use the "On-Call" plan?
The "On-Call" plan is billed after we collect your laundry and weigh the amount of clothes. This plan is billed at our per pound rate which can be found on our Pricing page.
Can I customize my subscription plan?
We do not allow customization of subscription plans. You may renew your subscription to increase your allotment or use the one-time "On-Call" purchase option.
Is there a minimum charge for "On-Call" orders?
Yes, every "On-Call" order is subject to a $30.00 minimum charge.
Do you offer gift cards or referral bonuses?
Yes, we offer both gift cards and referral bonuses. These can be found under your account after you log in.
Can I pause or cancel my subscription?
Yes, please reach out to us to ensure that your subscription has been properly paused or cancelled.
Do I get a prorated refund if I cancel my subscription early?
If you terminate a Paid Service, you may use your subscription until the end of your then-current term, but you will not be eligible for a prorated refund of any portion of the subscription fee paid for that period.
Is Magic Basket responsible for items left in my pockets?
No. Magic Basket is not liable for items left in your pockets nor damage caused by items left in your pockets, such as pens, lipstick, gum, or electronics. Magic Basket also does not take responsibility for any loose items lost, like watches, jewelry, AirPods, or cufflinks.
What is your damaged item policy?
If you believe an item has been damaged due to our process, our Quality Control team will evaluate the garment to determine if the damage was a process error, a pre-existing condition, or due to improper care labels. We are not responsible for normal wear and tear.Damaged Item Policy for more information.
What is your lost item policy?
We utilize tracking audits, staff interviews, and physical searches to investigate lost items. Magic Basket is not liable for items misplaced before our driver arrives or after the bag has been delivered.Lost Item Policy for more information.
How long do I have to report a missing or damaged item, and what is the maximum compensation?
All claims for damaged garments or missing items must be submitted within seven (7) days of the delivery date. The maximum total compensation is capped at $100.00 in total credits per order, and we do not provide reimbursement via check, cash, or replacement items.Damaged Item Policy for more information. Lost Item Policy for more information.
