Getting Started

• How do customers typically designate pickup/drop-off location?
  The most common areas clients select for their service point:
  
  - Concierge desk or building management office
  - Building lobby or entryway
  - In a room or closet designated by building management for Garment Valet service
  - Inside or outside their apartment door
  
  When specifying a pickup/drop-off location during sign up or with your driver, please be sure that the driver will be able to access that location. Many of our clients entrust us with a key for the downstairs front door(s) so they can have service outside of their apartment door. Our encrypted key tag system ensures your anonymity and safety.
  
  If a key is needed or you would simply like to meet your driver, you can schedule an attended pickup for your first order. To find out if we already have established key access to your building, please call, send us a quick e-mail, or register online. If preferred, we will contact you during delivery back of your order to alert you of its presence.
  
  In all our years of operation, we have experienced zero security or theft issues. However, please choose wisely in selecting your location. Unlike direct person-to-person services, we cannot guarantee that your location is 100% secure (unless you have chosen an in-home delivery service point).
• How do I arrange for pickups?
  Please call (866) 80-VALET (866-808-2538) or place an order online at GarmentValet.com. Orders must be placed by the listed time on listed delivery days for your service point.
• How do I prepare my first order for pickup?
  Visit the concierge station or property management office in your building to pickup a Garment Valet Starter Kit to place your first order. Instructions on how to get started are included.
  
  If your building does not have Starter Kits, place your first order in any temporary trash bag, labeled clearly with your name, service needed (wash+fold or special care), any special instructions and *Garment Valet* on the outside of each bag. Separation of lights, whites, and darks is included with all wash+fold orders. We ask that you please separate your wash+fold order from your special care garments (dry cleaning, button down shirts, hand wash, alterations); please place them in separate bags.
  
  Your order will be delivered back in our complimentary VIP garment bags--wash+fold in black bags, special care in red bags--allowing for convenient separation for future orders. Your bags will also have personalized ID tags attached to them. The informative tags provide your account information, including cleaning and delivery preferences.
• What is Unattended Service?
  Our unattended service allows you to leave your order in an area accessible by our drivers. This avoids your having to be present for your laundry to be picked up or delivered. It is as easy as letting us know your order is out and ready for pickup in our specially marked bags. Unattended orders are returned immediately upon completion, normally by the next delivery day for your service point unless there are alterations or re-cleaning needed due to stubborn stains.
• Do you have Welcome Kits for new customers?
  If you prefer, a driver can drop off a Welcome Kit once you sign up for service and before your first pickup. The kit includes a set of complimentary VIP garment bags--black for wash+fold and red for special care--and easy to follow instructions. To request a Welcome Kit before your first pickup, simply inform us when signing up. Otherwise you will receive the materials when your first order is delivered back.

  The best way to get started is to print out temporary tags and use a temporary tag. If you live at building with a concierge or a laundrolocker, starter kits should be in stock for your convenience. Upon delivery back, you will receive your permanent bags

• How much is a pound of laundry?
  Not sure how much your laundry weighs? Here are some typical laundry assortments:

  10 Lbs.	15 Lbs.	20 Lbs.
  2 pairs of jeans 1 button down shirt 5 t-shirts 1 sweater 7 pairs of undergarments 7 pairs of socks 1 towel	3 pairs of jeans 1 pair of shorts 2 button down shirts 5 t-shirts 2 sweaters 9 pairs of undergarments 7 pairs of socks 1 towel 1 set of sheets	4 pairs of jeans 2 pair of shorts 2 button down shirts 1 flannel shirt 6 t-shirts 3 sweaters 9 pairs of undergarments 8 pairs of socks 2 towels 1 set of sheets

  Wash+fold orders will always be returned with the weight listed. By the second or third use of our service, you will become very accustomed to what your laundry weighs.
• How are my garments accounted for?
  Our wash+fold service is accounted for by the pound, first at time of pickup and again after being folded for a double check of the weight. All special care garments are recorded by the piece and kind.

Pickup and Delivery

• What are your hours of operation?
  Drivers are normally on delivery routes Sunday through Friday, 10am to 10pm. Phone support is available Monday through Friday from 9am-5pm and Sunday from 9am-1pm.
• Do I fall within your service area?
  For business efficiency reasons, Garment Valet presently serves only select neighborhoods in Boston. These areas include the North End, Back Bay, Beacon Hill, Cambridge, Kenmore/Fenway, Allston, Brighton, NU, and South End neighborhoods. If your area is not listed, please inform us using the Contact Link above and we will contact you as soon as we are viably able to service you.

Cleaning

• Can you do alterations or repairs on clothes?
  We are capable of any alteration needed. Please pin and note alterations for the tailor.
• Can you restore garments after smoke or fire damage?
  Personal garments and bed clothing can be cleaned and restored following exposure to smoke odor, mold spores, and fire. We provide extra special care in such situations, attempting multiple cleanings at no extra charge. Soot will come out of most garments, including linen. Detailed invoices are available in a format that is acceptable for insurance purposes.
• What is your Guarantee Policy?
  We have the highest concern for the proper cleaning and transportation of your clothing. While in our care, we take responsibility for your garments up to ten times our charge for processing it. There are instances where we will refuse to clean an item either at pickup or after being spot-checked after it reaches our facilities. This is because we feel the garment may have existing high levels of wear and tear or is simply too fragile to care for. We do this to minimize the chance for any mishap on our part. We do not take responsibility for missing items or orders both before we pickup and after we drop-off orders. We encourage you to choose an unattended service point that you are comfortable with.
• What is your policy on re-cleaning?
  If you are at all unsatisfied with the quality of service or our garment care, we will re-clean your garment or refund the full cleaning costs to you without question.
• What if my garments require special care?
  Special care requests should be noted in the pouch of the Special Care bag tag only or attached to the garment in question and placed in your red special care bag. We always take the time to check garments in the red Special Care bag for cleaning instructions (e.g., hand wash only) and always spot check for stains. Please alert our staff to any allergies you have to any soaps or chemicals and we will happily accommodate your needs.
• Do you have special order forms?
  We do not provide any written order forms. For alterations, stubborn stains or other special instructions, please make a note while placing the order online in the proper field or by calling our customer loyalty team at (866) 80-VALET (866-808-2538).

Payment

• What are my payment options?
  Garment Valet prefers payment by debit card or credit card (Visa, Master Card, American Express, Discover). We also accept the Husky Card or personal/travelers checks with the usual documentation. Simple debit/pre-pay accounts are available; you will be alerted when funds are running low. To ensure the safety of our drivers, no cash please!
• Do you offer Gift Certificates?
  Gift certificates are available for purchase in denominations of your choice. Purchase includes card and envelope, with explanation of Garment Valet services and can be sent directly to the recipient if you prefer.
• What is your delivery minimum?
  In order for us to continue providing you convenient garment care, there is a $25 minimum for deliveries to service points that are not used by any other customers. Shared service points and other store locations/service centers do not require the delivery minimum.
• Are there any other charges I might incur?
  Garment Bags: Our VIP garment bags are free, as many as you need. The only time we must charge for them is when a customer loses or misplaces them. Sometimes a customer will lose them between each use of service and we need to charge $5 or $7 each, depending on the size. We apologize for the charge but the bags get very expensive when we need to replace missing or lost bags.
  
  Missed Pickup: From time to time, a customer will forget to place out an order that they have requested a pickup for. In order to properly compensate our drivers we must insist on charging the minimum order amount of $25 if the pickup cannot be made. If the driver must wait longer than ten minutes, we will apply a $10 attended service charge to the order.

Other

• What if I have a problem with my order?
  Garment Valet takes great pride in resolving all issues in a timely and professional manner. Our customer satisfaction is the key to our success. If you have an issue, simply log into your online profile and click the Feedback tab. Under Feedback, there is a section specifically for creating and managing problem tickets. If you prefer, you can always call our customer support team at (866) 80-VALET (866-808-2538). We try our best to resolve all issues in less than one week.
• Do you collect clothing donations?
  Yes, we would be happy to accept your old and unwanted garments. We will pickup these garments from you and forward them to Goodwill Industries of Boston. Please make sure that bags with donations are clearly marked FOR DONATION ONLY on the outside of the bag.
• What should I do with all these hangers?
  You are welcome to give them to your driver or include them in a temporary disposable bag marked on the outside with *For Garment Valet - Hangers - Please Send To Office*. We will have them properly recycled along with any excess paper or plastics that accumulate in our facilities.
• Do you handle commercial accounts?
  Yes we do. To inquire about our commercial account program, please call (866) 80-VALET (866-808-2538). A member of our customer support team is always available to discuss your cleaning and delivery needs.