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FREQUENTLY ASKED QUESTIONS
Click on a section below to review our FAQs
Do you outsource the wash and fold laundry? Many companies outsource the laundry process or even allow their contractors to do the laundry at their homes! We never outsource the laundry. Laundry is done by our laundry specialists right at our facility, and to your satisfaction. We own the entire process end to end.
What temperature are my clothes washed on? We wash all non-whites in cold water. Whites are separated out and washed hot with bleach. We can override these settings at your direction.
How do you dry the clothes? We always dry items on low heat to avoid shrinkage and ensure your clothes are handled with care. High heat is used for towels and sheets.
What is “pristine fold”? We fold items using professional folding techniques and tools to deliver “pristine” and flawless looking clothes. All items are separated by size and delivered back to you so all you have to do is put them away – no sorting and fits neatly in your drawers.
Do you fold kids clothes “pristine”? We take care to ensure younger children’s clothes are folded neatly and ready for put away upon receipt. Because children’s clothing does not always fit on our folding equipment and within our pristine process, we perform a hand fold of the items.
What if I am missing an item? Notify us as soon as possible so we can review our overstock and camera footage. Wash and fold services are not itemized but are weighed in, so we cannot account for each individual item that was sent. Laundry is re-weighed at the end of the processes to validate it is the same as when it was checked in, for quality purposes. You are emailed the weight or itemization upon check in for confirmation.
How do I sign up for service? Click on the “My Account” icon at the top right. Complete the form and you will be ready to roll. Choose recurring or one time service.
How do I update my service preferences? You can login to your account by clicking the “My Account” icon at the upper right hand side of this site and update all service and billing preferences, or schedule a one-time pickup.
Can I select my own detergent and softeners? Yes! You can even select to provide your own. All of this can be done in the “My Account” icon at the top right hand side of this page.
How do I pay? When you create an account you’ll place your card on file. We will bill the card automatically prior to order completion for your services.
When will I get my first pickup? Our route runs in a geographical fashion across Atlanta. We are in most regions each day, and your date will be confirmed shortly after you sign up.
Do you charge for bags? For recurring service signup, we provide bags at no cost for your normalized service volume. Customers who request ad hoc service are provided the first bag free and are charged for bags thereafter. Charges are $9 for laundry bags.
On my first service, what do I place the bags in? For your first service, place the bags in a trash bag or basket. We’ll provide bags back to you for your next service, which are required to use for our workflow and to ensure proper handling of your items.
When will you arrive at my location? Routes change daily and may differ in time of arrival. We ask that you leave the laundry in a designated area and provide that information to us when you sign up. We can also alert the driver to give you a call prior to arrival.
When will my items be returned? Unless otherwise agreed to, we turnaround your items in 48 hours.
Other laundry companies turnaround is 24 hours, why does yours take longer? This business is highly fragmented and largely outsourced by other companies to independent (1099) contractors, which means your laundry would likely be done in someone’s house, in order to turn it around in 24 hours. Our process is NEVER outsourced, always controlled by us end to end, and done with our staff at our facility. In order to guarantee the high quality, controlled, chain of custody and pristine fold nature of our service, 48 hours is a necessity. Other companies simply do not invest to have their own facility and cannot meet the level of quality we offer and therefore use 1099 contractors to get the job done. Don’t take our word for it – check out if the company actually has an address with a real facility (not a house) and pictures of the facility. For the most part, they are only a webpage and that is how you’ll know. Just some advice for you as you do some shopping around! Our driver runs a full route on day 1, checks in the laundry upon return, the laundry is processed on day 2, and then delivered on day 3.
How do you ensure chain of custody? We use barcode technology to track every package through each step of the process. From the time a driver picks the items up to the time it is returned to you, a barcode is utilized throughout the process. You’ll receive text and email notifications through each step of the process as well to ensure you are kept in the loop on where things stand.
What areas do you service? North to Peachtree Corners, East to Snellville and South to downtown.
Do you charge for missed pickups? There is a $15 fee if you do not cancel your pickup prior to our arrival. You are notified via text and email the day prior that you are on schedule, simply respond to the text that you’d like to cancel if the pickup is not needed.
Why do you charge a 15 lb minimum on laundry? Our largest cost is the transportation piece of this business, so a minimum is necessary. In addition, laundry processing still requires us to start/stop/process a washer and dryer, which has a cost in itself (both labor and utilities). Minimums help us to offset the cost and keep our overall prices lower. We are happy to work with you to change to a lesser service frequency in our app or on request.
What text/emails should I expect for pickup & delivery? You will receive a text reminding you of the pickup the day before, a text confirming the weight of the laundry at our location, a text confirming the date of delivery of your items.
What hours can I drop-off laundry? Our store is attended during the day but drop-off can occur anytime between 7 AM and 11 PM with our convenient locker system. Just use the kiosk at the side of our lockers in the store and complete the information. Don’t forget to sign up for a drop-off account using the “My Account” button at the upper right of the screen. The kiosk will also send you a link via text to do the same.
How should I drop the items off, in what container? If you don’t have a Pura Vida Laundry bag, use a trash bag or basket to bring the items.
When will my items be ready? Laundry drop-offs are usually complete within 1-2 business days for normal volumes. You’ll be notified via text of its completion. We can place the items in a locker for pickup if an account has been created with a card on file, and you’ll be notified that the items are ready for pickup and what locker they have been placed in.
How do you ensure chain of custody? Items are barcoded upon check-in and you are notified of the barcode ID (Order number) via text/email. All items are tracked through the process using barcode technology and using our proprietary software.
Where are you located?
Tucker: 4511 Hugh Howell Rd, Tucker, GA 30084
Do you accept credit cards? Yes, we accept credit cards on all machines in the facility.
What do you mean 10th wash free? If you sign up for our loyalty program or use a credit card, our washers will automatically detect your 10th wash on the card and give it to you for free! Loyalty pays.
When is the last wash? 10:00 PM
How does the store close if no one is onsite at 11:00 PM? There is an automatic lock on the door. If you leave the facility, you cannot get back in after 11:00 PM.
The machine took my money. Please contact us at 404-458-1211 to discuss.
Do you have…
- Air Conditioning? Yep.
- Bathrooms? Yep – men and women.
- Cool music? Yep.
- Tablet for kids to play? Yep.
- TVs? Yep.
- Large Machines? Yep – up to 80 lb washers!
- Low prices? Lowest in Tucker!
- Vending machines? Snacks or soap.
If you have other suggestions we are always open to them! Email us at info@puravidalaundry.com
