Got Questions?

Don't hesitate to ask us at (212) 203-6624 or at info@lioxclean.com!

General

Good to Know

1. Make sure instructions you give us are accurate. Please leave note about special items that may shrink or get damaged.

2. Make sure there is nothing sharp or toxic in the laundry bag for the safety of your garment and our cleaning team.

3. Zip up all zippers and empty all pockets before putting your clothes in laundry bag. Some zippers are very sharp and some are fragile.

4. All your account information is stored in our secure database. Security is our main priority when it comes to personal information. If you are using public or unsecure computer or network, log out from your account once you done with your order.

5. If your bag is less than 18 lbs or total is less than $30, you will still be charged minimum of $30.

6. If you reschedule or cancel drop-off/pick-up within less than 1 hr of actual delivery window, or if you aren't home for delivery and did not notify us in time there will $6 additional delivery charge. If your order had any discounts applied to it, it will not be restored if canceled.

Can i use regular laundry bags for Liox services?

Totally, you will also get one free Liox bag after first order. However we encourage customers to only use bags with the shoulder strap, we care about our drivers and want them to get your bag safely through those tough stairs.

Note that we will not pickup any bags that can't be sealed completely or broken. We care about your belongings and do not want you to be missing anything due to a broken bag.

Do you offer same day service?

Yes, in mosts area you are eligible for the same day delivery, if order is set for pickup in the morning.

What if I'm not able to be home during scheduled pick up and drop off windows?

If you have a change in your schedule, contact us immediately with new pickup and drop off times.

Note if you move your pickup window to later, you must also move your delivery window to later, please let us know ahead of time.

Will I get a refund if i cancel an appointment or not home during pick up window?

Yes. You will get a full refund if you cancel appointment within an hour of a pickup time. For those who fail to notify us in time, we will keep a $5 reservation fee.

Delivery

I have waited for 2 hours and my delivery person is still not here!

That doesn't sound like us. Please double check that this is indeed the day and time your order was scheduled for by looking up your confirmation email we sent to you.

It's possible our driver is simply trying to park the car downstairs, however if we are running more than 15 mins late, please reach out to us at 212-203-6624 to confirm the status of delivery.

It's been a few days and my dry cleaning order is still not here!

That is a common issue with doorman buildings, we don't use paper tickets so your apartment number will be witten on the laundry bag, please tell your doorman to look for white Liox bag attached to a nicely packaged garments on hangers.

What are the latest and earliest you can pickup/deliver?

Currently we do 6:30 am - 12 pm morning and 6 pm - 10 pm evening shifts for pickup and delivery hours. You may choose any 1.5 hour window within those times. Example 6:30 - 8:00 am.

What is Liox delivery area?

We deliver anywhere below 125th street Manhattan or Downtown Brooklyn.

What if i want my laundry delivered to my work or to my new address?

No problem, if you moved to a different address and it is within our service area, after we pick it up from you, simply change your account address and we will see the update in our system with the new address.

Washing and Drying

Can you hang dry my delicates?

Yes, hang dry items must be separated by a plastic bag within Liox bag, so that we know which items should be hang dried. It is subject to additional charge of $2 per piece. So if you order includes 15 pieces for hang dry, you will be charged additional $30

What temperatures do you use for washing and drying?

We handle your clothes as our own, first we determine their fabrics and colors and set such temperature for washing, that it doesn't fade during washing cycle.

If there are heavy items like towels or sheets, we set drying on hot. If there are only light clothes like shirts, dresses etc. we set drying on medium.

Can i ask you to dry half of my clothes on low and half on hot

Since we don't charge for color separation we can only do it if your order is over 25 lbs. We can't dedicate 2 or more dryers for small orders. You may want us to hang dry some of your clothing.

I want my clothes to be washed with my own detergent, how do i do that?

You should put your detergent (not bleach) into our laundry bag, make sure you seal it tight, and leave additional instructions when making an order. Even when providing your own detergent, you will pay the same amount of money.

Can you hand wash my clothing?

When it comes to washing of delicate fabrics, we always recommend dry cleaning, we do not offer hand washing at this time.

Dry Cleaning / Wash & Press

Do you offer wash & press shirts or launder shirts service?

Absolutely, its $3 per shirt to be washed and pressed.

It is part of the dry cleaning order, either list number of shirts yourself (it's first on the list) or we can count them ourselves.

Will i be charged exactly the same price as listed here?

Prices listed on the order page are for a common description of an item. However we can not list all possible types of garment.

For items that are: extra heavy, long, extra-large or extra-small, bulky items, fancy buttons, special fabric, leather or fur, there may be an extra charge since it requires extra attention or is different than the standard item of that kind.

Like the difference between a suit jacket and outter jacket could be minimal, however treatment and price varies greatly.

In 95% of cases we try to not charge anything extra and keep the cost as low as possible.

Can i order same day dry cleaning?

Unfortunately we can not provide the same day dry cleaning service at this time.

Commercial Laundry

Do you do laundry for businesses?

Absolutely, we work with many types of businesses and organizations in New York City

If your business needs clean towels, sheets, table covers or uniforms, rest assured that Liox got you covered, please check this link to find out more about our commercial laundry services.

Do you provide towel / linen rental for businesses?

Yes. We have a towel rental service for white towels.

Home Cleaning

Why do you offer Home Cleaning?

Liox was born as laundry service on demand in 2011. 2 years later we started offering dry cleaning service.

We realized the only way we can truly service our customers is to take care of all household chores: laundry, dry cleaning and home cleaning.

We keep it all in-house. Liox is a family owned business. We don't outsource and don't contract. All Liox team members are hired employees.

Is my property safe with Liox?

Liox is insured and bonded.

Rest assured that your belongings are safe with Liox. We respect your property and want to make sure our presence doesn't disturb your peace.

In the unlikely event that an item is damaged, please notify us right away. Email us at info@lioxclean.com or call us at 212-203-6624

Do i need to be home for the appoinment?

You can give us instruction on how to access your place if you have plans during the appointment.

If you live in the doorman building, you can leave the keys with the doorman and the note.

Please make sure your home is accessible to avoid appoiment cancelation and avoid $50 no show fee.

Can i leave my Pets home?

Most of the time, it's ok to leave pets during the cleaning. However if your pet get's agitated around people, you may have to make arrangements to have your pet looked after during the cleaning appoinment.
Safety of our cleaning professionals is at the most importance to us.
In case your pet shows any signs of aggression to our personel, we reserve right to cancel appoinment at any time without refund.

Do i need to provide cleaning tools or supplies?

We provide most of the cleaning supplies, as well as the portable dry and wet mop. However you would need to provide vacuum for the carpeted areas. Stepping stool for hard to reach areas and other specialty products for areas that require special treatment.

Can i leave cash tips or gifts for my cleaner?

Cash tips are welcome, however we require a special note to be left with it, that has your name and signature. We don't consider money left on the counter as the sign to take it. Same rule applies to any gifts you may want to gift to your cleaner.
We have a very strict policy in place to protect your property and to avoid any misunderstanding or even the slightest chance of theft.

How does pricing work?

Visit our order page to estimate the cost of your cleaning apoinment. Price indicates cost for 1 person cleaning and estimate amount of time it will take.
If you have a large studio or loft over 1000 sq.ft. please list it as 1 bedroom. Anything over 1200 sq.ft. must be listed as 2 bedroom apartment.
Prices listed are an estimation and will be adjusted based on the apartment size and complexity as required to complete the proper cleaning.

Commercial Cleaning

Can i get a price estimate for my business?

Every business is unique, we would need some pictures and details on the job to estimate the price.

Please submit a quote request here and we will get back to you with more information.

Can you clean at night?

We can definitely clean after hours.

We will also have a supervisor during first clean to make sure we do the best possible job.

Billing

When will i get charged?

For laundry and dry cleaning orders, we process the payment as soon as we receive and itemize your garments and send you payment confirmation email with exact details.

Home Cleaning payments will be processed at noon the day before scheduled cleaning.

What forms of payment do you accept?

We accept all major credit cards: Visa, MasterCard, American Express, Discover.

Liox Guarantee

What is Liox Guarantee?

We guarantee that we get the job done right.

If you are not happy about your Laundry, Dry Cleaning, or Home Cleaning service, please provide us with the details, we will redo the job till it's done right.

Are there any limitations?

We can only accept request to redo the job within 48 hours of the delivery or completion of the job.

Home Cleaning reclean can be scheduled for no further than 48 hours from the day of your request.

Issues Solving

What happens if you lose my entire laundry bag?

We got some good news for you!

In over 9 years in business and 5 000 000 + orders, we have never lost our customer's laundry.

Systems that we put in place, track your order from the time it leaves your home till it arrives back, at every step of the way. Security cameras, paper trail, bar code scanning, picture taking... All part of what keeps it on track back to you.

I lost one piece of clothing, i think it wasn't returned to me with my laundry.

Unfortunately, we can not insure each particle of clothing will not get lost in wash and fold service. We try to keep the best service possible and will do our best to accommodate you within reason. If you have a missing item, please contact us about your item with description either by phone or email and will try our best to track it.

Also, we can not refund you on lost items. In the future, if you have an items in specific that are important, please notify us ahead of time in the instruction box for us to give special attention to.

I made a mistake with my order, but its already submitted, what can I do?

Contact us through the phone +1 212-203-6624 or email at info@lioxclean.com and explain your problem, we'll make any adjustments on your instructions.