FAQ

What if I arrive early to school?

Laundry Service follows the undergrad academic calendar. The first pick up will be the first full week of classes. If you arrive early and have clothes to be laundered before service has begun, simply drop it off at either of our locations and we can offer wash/dry/fold or dry cleaning services at our standard retail prices.

What if I decide to enroll in Laundry Service after service has begun?

We are happy to sign you up at any point in the school year. Either email us at info@universitycleanersva.com or sign up online here.

What if I miss my scheduled morning pick up?

Late bags may be dropped off at our Lexington store at 534 East Nelson Street by 12 pm the day of pickup. If you drop your duffel bag off after 12 pm or the following day, your laundry will not be ready for pick up until Friday after 3 pm.

Why were some of my clothes separated out of my wash, dry, and fold?

During the check in process of the laundry duffel bag, our laundry technicians may find a garment that the student has not included in their dry clean only bag but has specific cleaning instructions from the manufacturer requiring special care or the dry cleaning process. *Although technicians will do their absolute best to identify these items & send them through our dry cleaning and special-care only department, it remains the student’s responsibility to sort out any items they desire to be dry cleaned or to receive special care (i.e. line dried, lay flat to dry, handwash, etc)

We highly recommend that student’s place sweaters, raincoats, jerseys, garments with appliques, silk, rayon, wool, and fleece in their dry cleaning / special-care only bags as those garments are typically processed in our dry cleaning and special-care only department. Likewise, items marked “hang to dry”, “line dry”, “hand wash” should be placed in the dry cleaning / special-care bag by the student.

Click HERE to view a price list for these additional services. A credit card is required to be on file to cover dry cleaning and special-care charges.

*Should you wish to have all your clothing washed, dried, and folded with no dry cleaning or special-care services provided regardless of a garment manufacturer’s cleaning instructions, click HERE to obtain a release of liability form.

Can I opt out of the dry cleaning portion of the Laundry Service?

Should you wish to have your clothing washed, dried, and folded with no dry cleaning and special-care-only services provided regardless of a garment manufacturer’s cleaning instructions, click HERE  to obtain a release of liability form.

What do I do if I have a question about my laundry duffel bag or dry cleaning items?

Please call our Nelson Street office at 540-464-6900 with any questions or concerns. *Please note, dry cleaning and pressed items may be returned on a separate delivery truck from your laundry duffel bag.

What safety precautions are taken to ensure that my clothing is sanitized and free from germs?

We have taken numerous precautions, companywide, to further protect our employees and customers. As it relates to sanitation and disinfection of customer clothing, we use a process called Chemo-Thermal Disinfection, which is a certified cleaning method that encompasses a combination of time, temperature, disinfectant, and detergent. This process meets the requirements necessary to kill both category A (bacteria and fungi) and B (viruses) agents. We take sanitation and safety very seriously to protect all parties involved throughout our cleaning process.

Is there a Cancellation Policy?

Should you require to cancel your laundry service subscription at any point during the academic year, please see our cancellation guidelines:

• Any request to cancel a laundry service subscription must be received in writing. Please email info@universitycleanersva.com.
• Any cancellation request received before August 23rd, 2024 will receive a full refund
• Any cancellation request received between August 24th, 2024-October 6th, 2024 will receive a prorated refund for the remainder of the academic year minus a $75 operations cancellation fee
• Any cancellation request received between October 7th, 2024-January 8th, 2025 will receive a second semester only refund minus a $75 operations cancellation fee
• Any cancellation request received between January 9th- March 1st, 2025 will receive a second semester prorated refund minus a $75 operations cancellation fee
• No refunds will be issued after March 2nd, 2025

How can I be sure that none of my clothes go missing

Our process is designed so only your clothes will come back in your duffel bag assigned to you. If you have any claim for lost or damaged items it must be reported within 48 hours of delivery. Our goal is 100% accuracy and our processing systems are designed to eliminate any mix ups. However, if you believe you received someone else’s clothes, please notify us at info@universitycleanersva.com so we can find a solution immediately.

What if I miss my scheduled morning pick up?

Late bags may be dropped off at our Lexington store at 534 East Nelson Street by 12 pm the day of pickup. If you drop your duffel bag off after 12 pm or the following day, your laundry will not be ready for pick up until Friday after 3 pm.