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. Gather Your Laundry2. Check The Pockets 3. Verify The Contents Items We Do Not Clean . 4. Stuff The Bag 5. Seal The Deal 6. Set It Out
What is the turnaround time for my laundry?
We keep laundry simple with a reliable 48-hour turnaround.
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.
Can I order again?
Yes, any time! Just schedule another pickup for any available pickup timing through your account.
How do I get my Magic Basket bag?
Your first pickup goes in any bag you have. Ensure it is marked with your name and "For Magic Basket". We return your clothes in your own personalized Magic Basket bag, and you keep it for every order after that.
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 if I only have a little laundry?
You pay for what you send, with a $40 minimum which is 16 lbs on Magic First and 20 lbs on Magic Routine. Small loads are fine, they just hit the minimum.
What time do I need to put my laundry out?
You must set your bag at your designated pickup spot by 7:00 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 far ahead do I need to book my pickup?
Book one day before you want us to come. The cutoff is 11:59 PM, one night before your pickup day.Monday pickup? Book by Sunday at 11:59 PM. • Want a Tuesday pickup? Book by Monday at 11:59 PM. Wednesday pickup? Book by Tuesday at 11:59 PM. Thursday pickup? Book by Wednesday at 11:59 PM. Saturday pickup? Book by Friday at 11:59 PM. Once the clock passes midnight, that day is closed and we will show you the next one you can pick.Here is an example: You want us at your door Monday morning at 7 AM. You can book any time up until Sunday night at 11:59 PM. Already booked and something changed? That is a different rule, and it is more relaxed. Log in and change or cancel your pickup by 5:00 PM the day before.
Can I change or cancel a pickup I already booked?
All rescheduling requests must be submitted by 5:00 PM the evening prior to your scheduled service day by logging into your account.
Which days do you pick up and deliver?
We pick up and deliver on the following schedule:
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.
What if I have more than one bag?
Send as many bags as you like. You can place the addtional laundry in any secondary bag of your choice. Leave all your laundry bags at your door and our drivers will take care of the rest.
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 separately from anyone else's clothes. Our standard wash is 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, children's clothing with glitter, leather, suede, fur, faux fur, rubber, weighted blankets, wedding dresses, or dry-clean only fabrics. Unaccepted items will be returned unwashed.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.
What does it cost?
Our pricing is per-pound and can be found on our Pricing page.
Is there a minimum cost?
There is a minimum $40 requirement, which is 16 lbs on Magic First and 20 lbs on Magic Routine.
How do you weigh my laundry?
Your laundry is weighed when it reaches our facility. Laundry is weighed dry before it is washed. Any items that are rejected will be weighed out and not billed.
When am I billed?
We weigh your laundry when it reaches the facility, then charge your card at your per-pound rate, with a $40 minimum.
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, cancel, or change my recurring plan?
Yes, changes to your Magic Routine plan can be made in your account after log in. You can also reach out to us to ensure that your Magic Routine plan has been properly paused, cancelled, or changed.
Do I get a prorated refund if I cancel my recurring plan early?
Recurring plans are charged on each pickup when the bag(s) are collected and processed. You are not charged in advance for any recurring plan so if you terminate or change your recurring plan, there will be no charges and therefore no refund to provide.
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.
