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Hello There!

If you're here, it's likely that you have a question or two that you'd like to have answered.  Our FAQ section is a great resource for finding quick answers to common questions about our services.. It covers topics such as hours of operation, booking online, how to contact us, and more.

If you can't find the answer you're looking for in our FAQ section, don't hesitate to reach out to our customer service team. We're always happy to help you out and provide the information you need.

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  • What is your telephone number?
    You can reach us by calling 1-833-408-0924.
  • What are your hours of operation?
    We're open: Monday thru Friday 8AM - 6PM Saturday 10AM - 5PM Sunday Closed
  • How do I sign up?
    Click here to get started!
  • Unavailable in your area?
    If our services aren't currently offered in your area, kindly provide your name and email during the sign-up process to be added to our waiting list. Rest assured, we'll notify you promptly once we expand our service coverage to your location.
  • How It Works
    Here's how it works: After signing up, you can choose the option that fits your lifestyle. If you prefer consistency, our "Weekly" option ensures we'll be there on your chosen day every week. For more flexibility, our "Single Occasion" service allows you to use our services as needed. Personalize your laundry experience by selecting your preferred detergent, softener, dryer sheets, bleach, and color-safe bleach from our selection of trusted brands. Have any special requests? Just let us know. Once you've customized your preferences, enter your billing information, and you're all set to enjoy a life without laundry worries!
  • Is there anything I need to take care of after signing up?
    The only things you need to do between now and Laundry Bliss are: Check your notifications through your account on your cell phone Leave your laundry out on the day of pickup. For your first laundering service, please use disposable or fabric bags marked with your name and “For Hello Alford”. Please do not use hampers or boxes or any sort. Upon delivery, you will receive a big blue Hello Alford laundry bag marked with your name, which holds 40-60lbs of laundry, for your future services! Your clothes will be promptly returned the following day. Simply place them in your closet(s) and bid farewell to laundry chores... forever.
  • What is your turnaround time?
    Your impeccably laundered and neatly folded clothes will be delivered to you the day following pickup. **Orders exceeding 75 pounds may require an extra day for completion.**
  • Do you offer dry cleaning?
    At Hello Alford, we take care of all machine-washable items. Please note that we do not provide dry cleaning services.
  • Is there a contract or a long term agreement?
    No restrictions at all. You have the freedom to cancel or suspend your account whenever you wish.
  • Does Hello Alford provide commercial laundry service?
    Yes, indeed! Hello Alford offers swift, dependable, and tailored laundry solutions for hotels, Airbnb accommodations, salons, barber shops, fitness centers, restaurants, medical offices, summer camps, and beyond! Explore further details here.
  • Do you provide services to military bases?
    Regrettably, due to military security protocols, we are unable to extend our services to military bases.
  • How much is Hello Alford service?
    The pricing varies based on your location. Sign up today to discover the cost of Hello Alford services in your neighborhood.
  • How will my billing be handled?
    We directly bill your credit or debit card. You'll receive a detailed invoice via email each time your card is charged. Additionally, you'll receive invoice totals via text through your online account on your mobile device.
  • How is my laundry weighed?
    Weighing your laundry is done before washing. Any bulk items, which are billed separately, are first removed before weighing.
  • Which credit cards do you accept?
    We accept MasterCard, Visa, Discover, and American Express cards.
  • Why am I unable to schedule a pickup?
    If you have an outstanding invoice with Hello Alford, scheduling a pickup will be unavailable until the past-due amount is fully resolved. You can review your invoice status under the "Billing" section of your account.
  • Is there a minimum charge?
    The minimum charges vary depending on the Hello Alford location where you are serviced. For further assistance, please contact Customer Service by emailing customerservice@hello-alford.com or calling 833-408-0924.
  • How do I change my billing information?
    To update your credit card details, log in to your account, navigate to the "Billing" section, select "Update Credit Card Information," and enter your new credit card details.
  • What was the amount billed to me?
    The invoice for your latest laundry pickup and delivery will be dynamically updated via our Hello Alford tracker on your mobile device. You can view the billed amount as soon as your laundry is completed.
  • How does Hello Alford pre-authorize my order?
    As a Hello Alford customer, prior to initiating the laundry process, we'll place a hold on your credit or debit card for the estimated total of your order. This pre-authorization is an approximation based on the total weight of your laundry and will reflect as a pending charge on your bank statement. Once your Hello Alford laundry is washed, dried, folded, and ready for return, we'll bill your card for the final order total, consequently releasing the pending charge. Typically, unless your order includes large items billed separately (such as comforters, pillows, etc.), your final invoice will be within $10 of the pre-authorized amount.
  • What is a Credit or Debit card Pre-Authorization?
    Pre-authorization serves as a test to verify the functionality of your card upon its entry into your profile and our payment processor. This includes assessing available funds, address matching, and card activation. Here's how the process works for credit and debit card pre-authorization: Transaction Initiation: A transaction is initiated once your laundry is weighed. Pre-authorization: Also known as a "pre-auth" or "authorization hold," this is a temporary hold on your debit or credit card that typically lasts five days or less. The duration is determined by your bank, not Hello Alford, or until the post-authorization (or "settlement") is completed. Voiding Pre-authorization: Upon return of your laundry, Hello Alford charges your card for the service amount, voiding the pre-authorization. Invoice: An invoice is sent to you via your online account.
  • What occurs if my credit or debit card is declined?
    When we collect your items, we'll weigh them and pre-authorize your card. If the charge is declined, we may postpone processing your laundry until the issue is resolved. You'll receive notifications based on your preferences. If your items are already laundered, we may hold them until your invoice is settled. Once payment is made, we'll arrange for delivery during our next visit to your area, within 3 business days at most.
  • How to cancel my service?
    If you've scheduled a pickup and need to cancel, please ensure you do so before 4am on the morning of your pickup to avoid any missed pickup fees. To cancel on the same day, simply click 'cancel this pickup' in your account, then confirm cancellation on the following screen. If the pickup is canceled after 4am on the same day, you may incur a missed pickup fee. If you wish to pause your weekly service, you can place your account on hold. We will not schedule any pickups until you remove the hold!
  • Is it possible for both my roommate and me to share an account?
    Absolutely, but for ease of use, we strongly advise each of you to create your own account. If you choose to share an account, you'll be billed jointly and will need to separate your laundry upon its return.
  • How do I redeem a coupon/promo code?
    To apply a coupon or promo code, you must do so while creating your account. You'll be prompted to enter the code on the billing page. For further inquiries, please contact customer service at 833-408-0924 via phone or text, or email us at customerservice@hello-alford.com.
  • What happens if I have large bedding items? Are they priced based on weight?
    Items such as comforters, pillows, and bedspreads are excluded from the weighing process and instead billed individually based on a per-piece rate.
  • Do you offer Gift Cards?
    Yes we do. Click here.
  • How to schedule a laundry pickup?
    If you're subscribed to the Weekly Hello Alford plan, your next pickup will automatically be scheduled for the same day of the following week. To modify your Weekly schedule or schedule a By-Request Pickup: Log in to your Hello Alford account (via your mobile or desktop). Choose the desired date for your laundry pickup. Click 'update.' Verify that your 'Next Pickup' has been successfully updated to the selected date. Please be aware that any changes or requests made after 4:00 am on the day of pickup are subject to the flexibility of the Hello Alford driver's route for that day.
  • What do I put my laundry in for pickup?
    For your initial pickup, feel free to use any plastic or fabric bag. However, please refrain from using hampers or boxes. Upon your first drop-off, you'll receive a large blue Hello Alford bag for future use, capable of holding around 60 pounds. If you require an additional laundry bag, please contact Hello Alford Customer Service at 833-408-0924.
  • How can I obtain extra laundry bags if I need more than one?
    You can easily add extra laundry bags through your account or when scheduling your next pickup. Alternatively, you can email customerservice@hello-alford.com and specify the quantity you require.
  • Is there a limit on how much I can send to be washed?
    No, you can send all your laundry in at once. However, please be aware that orders over 75 pounds may require an extra day for processing.
  • Curious about the state of your laundry?
    Simply log into your account via the Hello Alford website on your mobile or desktop to track the status of your laundry. You can find out when our driver is expected to arrive, whether your clothes have been picked up or returned, and even check if they're waiting to be washed, in the wash, or folded and packaged for delivery.
  • What time should I leave my laundry out by?
    Our drivers begin their routes as early as 7 a.m. and may continue pickups and drop-offs into the evening. On days when you're expecting a visit from Hello Alford, we'll notify you of your driver's estimated arrival time via email, text, or through the your Hello Alford account, based on your preferences. Please note that our drivers may contact you from their personal cell phones upon arrival.
  • I forgot to leave out my laundry on the scheduled pickup day. What steps should I take?
    Hello Alford offers email and text reminder features in its software to assist you in remembering your laundry pickup day. However, if you forget to leave out your laundry, a missed pickup fee will be charged to cover the driver's visit to your location. The amount of missed pickup fees varies depending on your Hello Alford service location. **To Avoid Missed Pickup Fees: Please cancel the pickup on your account by 4 am ET on the day of your scheduled pickup. Any cancellations after 4 am ET are subject to missed pickup fees.**
  • Could you pick up and deliver to my place of work?
    Certainly. We offer pickup and drop-off services to any address within our service area. While we strive to accommodate specific time frames, we cannot guarantee them. Please provide any pertinent business details in your pickup/drop-off instructions within your account.
  • It's raining outside, and I'm concerned about my clean laundry getting wet. What steps should I take?
    In inclement weather, we take extra precautions by double-bagging your laundry to safeguard it from the elements. While we make every effort to protect your laundry, we cannot assume responsibility for any damage caused by weather conditions after the drop-off at your home. For further information, please refer to our Terms of Service.
  • Where is laundry left for pickup and drop off?
    We suggest choosing a pickup/drop-off spot that is sheltered from the weather, if feasible. Many customers opt for their front or back porch, garage, or coordinate with their building manager. Please specify your preferred pickup/drop-off location in your account instructions. Additionally, we monitor weather conditions closely. If severe weather, such as a hurricane or blizzard, is forecasted, we'll reach out to you to make alternative arrangements. Although we adore pets, for the safety of our drivers, we kindly ask that any pets be kept in an enclosed area during pickup/drop-off.
  • Is it possible to pause my pickups while I'm on vacation or out of town?
    If you're planning to be away, simply log in to your account and temporarily place it on "hold" until your return. Remember to remove this hold and schedule your pickup at least a day before you require our service!
  • Will my laundry be returned on time if there's severe weather and the roads are unsafe?
    Although uncommon, it's a possibility. In the event of severe weather, we'll return your laundry as soon as it's safe for our drivers to do so. Rest assured, we'll keep you informed of any delivery changes through phone, email, or text.
  • If I received a bag of laundry that doesn't belong to me, what should I do?
    If you've received items that don't belong to you, please contact our Customer Service team at 833-408-0924 or email customerservice@hello-alford.com. Thank you in advance!
  • How can I tip my driver?
    Our drivers work diligently to ensure the safe and convenient pickup and delivery of your laundry. Many satisfied customers have expressed their appreciation for the service and expressed a desire to tip the driver. If you wish to leave a tip, you can do so while booking your laundry pickup and delivery. Please be aware that tipping is entirely optional, and it is at your discretion.
  • Are you closed on Federal Holidays?
    We are closed on the following Federal Holidays: New Year’s Day – January 1 Memorial Day – Last Monday in May Juneteenth -- June 19 Independence Day – July 4 Labor Day – First Monday in September Thanksgiving Day – Fourth Thursday in November Christmas Day – December 25
  • Do you pick up on the weekends?
    For your convenience, some of our facilities offer services on weekends. Please note that we are closed on Sundays, so your next scheduled drop-off will be on Monday.
  • Who is doing my laundry?
    Your laundry is laundered by professional members of the Hello Alford team. We do not rely on gig workers in private residences for our laundry services.
  • Can I choose my dryer settings?
    Yes, you can choose from low, medium, or high settings when setting up your preferences. You can also modify and update these settings at any time in your account.
  • Can I choose my water temperature preference?
    Yes, you have the option to select cold, warm, or hot settings when configuring your preferences. These settings can also be adjusted and updated at any time in your account.
  • What detergents, softeners, dryer sheets and bleaches do you offer?
    Detergents: Tide, Gain, Persale, All Free & Clear Softeners: Downy Dryer Sheets: Downy Bleaches: Clorox 2 Color Safe (no scent), Oxi-Clean
  • What steps do you take to accommodate customers with allergies?
    We utilize Tide Free and Clear, a dermatologist-approved detergent that is completely fragrance-free, making it suitable for customers with specific allergies.
  • How often can I change or update my laundry profile?
    You can adjust your preferences as often as you like. Some customers prefer to update their profile before each pickup to provide special instructions, while others set up their preferences during account creation and seldom modify them afterward. Please remember that any changes should be made at least 24 hours before your scheduled pickup.
  • Can I add special instructions for my laundry?
    We review your personal laundry profile for any updates each time we handle your laundry. To add or modify your special instructions, simply log in to your Hello Alford account and navigate to the relevant section. We strive to accommodate all requests, so if there's anything specific we should be aware of, please update your laundry and folding instructions accordingly. Remember to make any updates at least 24 hours before your scheduled pickup.
  • Will my clothes be washed or dried with other customers' clothes?
    No, we wash and dry our customers' laundry individually in separate machines!
  • Will my whites be washed separate from my colored items?
    Yes, your white clothing items will be washed separately from colors. For smaller loads we will use a color catcher.
  • What occurs if there's a loss or damage to some garments?
    Hello Alford maintains a strong customer satisfaction rating, thanks to customers like you. We are committed to delivering top-notch care and continuously strive to meet these standards. In the rare event that an article is lost or damaged, please notify customer service within 24 hours of receiving your laundry. Regrettably, we cannot assume responsibility for laundry lost or damaged due to weather conditions after it has been dropped off at your home.
  • Can I send my items if they have mold on them?
    Aspergillus species of mold found on clothes pose a risk of inhalation, potentially leading to respiratory issues such as coughing, sneezing, wheezing, and fever. Therefore, Hello Alford will decline to launder items contaminated with mold and will return them unwashed.
  • Does Hello Alford wash, dry, and fold bedding?
    We sure do!
  • Do you wash heavily soiled items?
    Hello Alford retains the right to decline service for items soiled with bodily fluids, chemicals, or garbage. If laundering is not possible, the items will be returned unwashed. However, if laundering is feasible, a sanitation fee may apply.
  • Do you treat stains?
    Yes, we do handle stained clothing. Please place all stained items in a separate bag and notify us by including a note in your laundry profile through your account. We'll make every effort to remove the stains. While we're generally successful, we can't guarantee complete removal. Pre-treating the stain before placing the garment in the bag can improve the chances of success.
  • Do you wash coats?
    Yes, you can include any machine washable coats with your regular laundry.
  • Can I send my shoes to be washed?
    Machine washable shoes are accepted.
  • Can I send my undergarments in to be washed?
    Yes, feel free to send all machine washable clothing.
  • We operate a business that provides towels to our guests. Can we send only towels for laundering?
    Certainly! We provide laundering services for towels in both residential and commercial settings.
  • How do I schedule online?
    We try to make it super simple :) To book online please click here. Choose the service(s) you need in the first section, then pick a date and time. Enter your payment information and submit. That easy! A representative will contact you to finalize details and schedule an initial walk through of your salon, salon suite, or home.
  • Will I get a confirmation?
    You will receive a text and/or email confirmation immediately after booking your service online. REMEMBER...if you do not receive a confirmation of your service appointment, it means it did not go through. Please wait 10 minutes for the held spot to show back up as available and try again. If you need any assistance, please contact us at 1-833-408-0924.
  • Can I reschedule my appointment online?
    You sure can. After booking your first service, an account will be automatically created for you where you can login and modify your bookings at anytime by logging in with the cell phone number you entered at the time of booking.
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