First Time Customers
I have never used Clean Box before, what do I need to do?
Clean Box couldn’t be more simple to use. Please see our how it works page for step by step instructions.
I don’t have a locker in my building. Can I still use your service?
Clean Box has hundreds of locations and many ways to use our service. Please visit our locations page to see all of our public locations.
Where is the nearest Clean Box location?
Most of our locations are located securely inside apartment and office buildings. We also operate public locations located throughout the city. If you are not near our public location, or a tenant of the building, you will not be able to use our locker based service. If your building is over 40 units, you can have your property manager contact us about having lockers installed.
How do I place my order using Text Messaging?
If you are at a locker location, simply text the locker number (e.g. 124) to (727) 221-5105. The system looks up your default address and places an order for you.
Do you guarantee two day service?
We do our best to ensure that your orders get delivered back in a timely manner. However, we also need to ensure that we properly treat stains and press your clothes. In most cases, orders are delivered back within two business day, but if one item is held up, we will hold the order until the next day when everything is ready. Items such as shoe shines, sheets, pillowcases, hand washed items and other specialty items often require an extra day of processing and may delay your order.
I have some special requirements, what do I need to do?
Would you like us to use fabric softer, dry your clothes on low, use bleach or provide other special service? No problem, just enter your requirements into your profile and we’ll follow your instructions. We may charge a small fee for some of these services. You can send us an email if you have a question about a specific request.
I put my laundry in a locker, how do I pay for it?
As soon as your order is picked up you will receive an email detailing your items and requesting payment. Simply login to the website, select your order and pay with your credit card. If you select the convenient automatic payment option, we will automatically charge your card for all future orders. Please make payments promptly so we can ensure your order gets returned on time.
Is my laundry safe?
Absolutely! Remember, only you and a Clean Box employee has the passcode to your locker. If someone else wants to pay for your laundry, that is fine, but only the holder of the passcode can retrieve it. If you like, you can easily give your passcode to your wife, roommate, etc. and have them pick up your laundry for you.
How do I get a laundry bag?
The first time you do laundry with us, your clothes will be returned in your personal laundry bag. This bag is yours to use and keep. Each time we receive laundry in your bag, we will know it’s from you. Please don’t give your laundry bag to someone else or we may mistakenly charge your account. If we notice that your bag is getting worn, we will replace it automatically for you.
I would like Clean Box to automatically charge my credit card, but is it safe?
Absolutely! Clean Box has partnered with PayPal, the premier online payment processor, for this single reason. When you enter your credit card information, we don’t actually keep your credit card anywhere in our system. We keep a reference to your last transaction and when you have a new order, we make a request to PayPal to charge you the same way you were charged last time. Therefore, we have absolutely no trace of your credit card number anywhere in our system.
It has been a couple of days, where is my order?
Our standard turnaround time is two business days for any orders dropped off after 7am Monday through Friday. For orders dropped off before 7am, our turnaround time is one business day Monday through Thursday When we pickup your order and when we deliver it back, you will receive an email confirmation and text message. If you didn’t receive the email, we either did not pickup your order, or we picked it up and did not know it was yours. This usually happens if you forget to place an order or enter the incorrect locker number.
Don’t worry! We will have this straightened out in no time and it is a very easy issue to fix. We just need you to call customer service at (727) 223-5891, letting us know your name, locker number and contact info so we can get it straightened out and have your order returned back to your locker quickly.
I asked to have my shirts laundered, why was I charged the price for a blouse?
Shirts with special pleats, decorations or any other non-standard design elements, or shirts that are too small to fit on the machines need to be pressed by hand and will be charged the blouse price.
Wash & Fold
Do you have monthly laundry plans?
We sure do, and they can save you lots of money! To see our laundry plans, click here.
Can you hang dry items?
With wash & fold, unfortunately we do not have the space or time to hang dry items. We can dry your order on low heat. We suggest you send these items in for dry cleaning and we will clean them according to the manufacturer’s specifications. If the item specifically requires hang drying, we will hang dry them, though there is an extra cost for this and they may require an extra day to service.
If I have a wash & fold order that weighs only 5 pounds, and some dry cleaning,
will I be charged the 10 pound minimum wash & fold charge?
Since we wash every customer`s clothes separately, each order is separated into colors and lights to make at least two loads (2 washers & 2 dryers) and handled by our experienced team. Hence the reason for a 10 lb minimum order size. It is fine to send in less than 10 pounds, and we will charge the 10 pound minimum for the order or deduct 10 pounds from your laundry plan balance. This is a service that is handled separately from any dry cleaning order, and so we must charge the minimum.
How much does my laundry weight?
Our average order is 15 to 20 pounds. That is about two weeks worth of dirty laundry. A full hamper is about 20 pounds. If it is overflowing, it’s about 30 pounds. If you have a scale at home, you can weigh yourself, then weigh yourself holding your laundry and the difference is the approximate weight.
Why does my wash & fold order say 23 items? Isn’t it supposed to be weighed?
Yes, wash and fold orders are weighed by the pound. In our system, the word “items” equates to pounds. In this case your order would weigh 23 pounds.
I have sensitive skin and use a special detergent. Can Clean Box do my laundry?
Clean Box offers a variety of detergents to choose from. As a registered customer, under the My Preferences section, you can configure your detergent, fabric softner, dryer sheets and other washing preferences. However, we do not allow customers to provide us with their own products. Because we are a delivery service, the transportation of the liquid is too risky to your clothes and the clothes of other customers. If there is a product that you would like us to carry that you don’t see currently available on our website, please and we will try our best to accommodate you.
Where can I view your terms and conditions?
When you register as a new customer we require you to agree to our terms and conditions. You can view our complete terms and conditions by clicking here.
How do I change my credit card?
If you would like to change your credit card, you can go to "My Preferences". Select the "Credit Card" tab and enter your new credit card information.
What if I am going out of town, or cannot pick up my laundry right away?
Since we provide quick service, we recommend that you wait to place your clothes in the locker when you know you will be able to pick them up. This way your neighbors and other customers can use the locker while you are away. This helps to keep our prices low.
What if the lockers I use are full?
Clean Box does our best to monitor locker use to ensure that there are always enough free lockers. If we find that a location is constantly full, we will add another locker – if the landlord / business owner approves.
What if all my laundry does not fit in one locker?
Our lockers are designed to hold one to two weeks worth of laundry. If you cannot fit all of your laundry into one locker then feel free to use two lockers.
What if I do not pay?
If you don’t pay within 2 days of dropping off your clothes, the lock on the unit will be changed so that other customers can use the locker. We will store your clean clothes at our facility and you can call us at (727) 223-5891 to schedule a delivery.
If we don’t receive payment within 30 days, your clothing will be donated to charity. We strongly suggest you setup automatic payment to help prevent this.
What happens if an item is damaged or lost?
We take every precaution to ensure your items are not damaged or lost. In the rare circumstance that something does happen, we have a very fair claims policy. To view all of our terms and conditions, click here.
What if I do not have Internet access?
If you don’t have Internet access, you can call our support center and we will process your order over the telephone. All we need is your Location, Locker Number, and Credit Card Number. As soon as we receive your payment, and your clothes are cleaned, we will return them to the locker.
I am moving out of town. What should I do with my bags?
We’re sorry to see you go. We can’t reuse the bags for other customers, so they are yours to keep. Please make sure you destroy the tags on the bags so that no one else can use your account.
What if I do not have a credit card?
Currently Clean Box only accepts payment with Credit Card. Most ATM cards will work as well as long as they have a VISA, MasterCard, or American Express logo on them.
I would like Clean Box to automatically charge my credit card, but is it safe?
Absolutely! Clean Box has partnered with PayPal, the premier online payment processor, for this single reason. When you enter your credit card information, we don’t actually keep your credit card anywhere in our system. We keep a reference to your last transaction and when you have a new order, we make a request to Verisign to charge you the same way you were charged last time. Therefore, we have absolutely no trace of your credit card number anywhere in our system.
Can I store my luggage or other items in a Clean Box drop-off unit?
All Clean Box drop-off locations are emptied several times a day. If we find any items that Clean Box doesn’t service we will store the items for several days and change the lock on the unit. If you would like to reclaim your property, please contact our customer service department at (727) 223-5891.