Pelican Pick-Up – Frequently Asked Questions
Frequently Asked Questions
Quick answers to common questions about our laundry service
General Service Questions
How do I schedule a pickup?
You can schedule your pickup directly through our website or upcoming mobile app. Choose the date, time window, and any special notes for your valet. It’s fast, simple, and only takes a minute.
Do I need to be home for pickup or delivery?
No. Pelican Pick-Up offers fully contactless service. Just place your bag in your designated pickup spot and we’ll handle the rest.
What areas do you serve?
We currently serve Venice, Nokomis, and Wellen Park. Additional service areas will be added soon. Join the expansion list for updates.
Can I pause or cancel my service?
Yes, you can pause or cancel your service at any time through your account settings. We offer flexible scheduling to fit your lifestyle.
How do I contact support?
You can reach our support team through the contact form on our website or by emailing us directly. We typically respond within 24 hours.
Preparing Your Laundry
What should I put my laundry in?
Any standard bag works for your first order. Once you become a recurring customer, you’ll receive a free reusable Pelican Pick-Up Laundry Bag for future pickups.
How do I flag special items or stains?
Place the item in a separate, labeled bag and add notes in the app when scheduling. Our team will pretreat and handle them with extra care.
Do you handle dry cleaning?
No. We specialize exclusively in premium wash and fold services. Please do not include items that require dry cleaning.
What items should I not include?
Please avoid including leather, suede, silk, heavily embellished items, or anything labeled dry clean only. When in doubt, leave it out.
Is there a minimum or maximum weight?
There’s no strict minimum, but our service is most cost-effective for loads of 10+ pounds. Maximum weight per bag is typically 30-40 pounds for easy handling.
Cleaning & Detergent
How do you wash the clothes?
Your laundry is always washed separately from other customers’ orders. We never mix loads. Each bag is cleaned, dried, and folded individually.
What detergent do you use?
We offer several premium detergent brands at no extra charge. During checkout, you can select your preference from Gain, Tide, Persil, or a hypoallergenic option.
Can I request different detergent or special wash settings?
You can add handling notes in the app. Additional accommodations may be available depending on your request.
Do you use fabric softener?
We use a gentle, hypoallergenic fabric softener by default. You can request no softener or specific preferences in your order notes.
How do you handle delicate fabrics?
Delicate items are washed on gentle cycles with appropriate water temperatures. Flag any particularly delicate items in your order notes for extra attention.
Delivery & Turnaround Times
How fast is your service?
We offer both Rush (24hr turnaround) and Standard (48hr turnaround) options. You choose the speed when scheduling your pickup.
How will I know when my laundry is delivered?
You’ll receive notifications when your valet is on the way, when your order is being processed, and when your clean laundry has been delivered.
Where will my laundry be delivered?
Your order will be placed in your designated delivery spot. If you prefer a specific location, you can add instructions during scheduling.
What if I miss my delivery window?
Your laundry will be left at your designated spot as part of our contactless service. If there’s an issue, our team will reach out to reschedule.
Can I change my delivery time after scheduling?
Yes, you can modify your delivery preferences through the app or by contacting support, subject to availability.
Billing & Pricing
How is my laundry weighed and billed?
After pickup, your laundry is weighed on a certified scale. You’ll receive an email with the final weight and cost before your items are cleaned.
Do you charge for pickup or delivery?
Pickup and delivery are free on orders over $100. Orders under that threshold may include a small fee.
How are bulky items billed?
Items like comforters or pillows are billed individually because they require special equipment and extra drying time.
Are there any hidden fees?
No. Your invoice clearly lists the service tier, weight, add-ons, and applicable taxes. No surprises, ever.
What payment methods do you accept?
We accept all major credit cards. Payment is processed automatically after your laundry is weighed and before cleaning begins.
Can I get a refund if I'm not satisfied?
We stand behind our service. If you’re not satisfied with the quality of your clean, contact us within 24 hours and we’ll make it right.