Question 1

What do I get when I order with Duffloo?

Accepted Answer

Every Duffloo order includes wash, dry, and fold, along with free pickup and delivery. Orders are handled by a dedicated Duffloo Washer Hero, washed separately, and returned neatly folded. Every order includes our Clothes Safeguard Plan — a discretionary service guarantee providing service credits, not insurance. Exclusions apply (see details below).

Question 2

Do you have a minimum order?

Accepted Answer

Yes. The minimum order is 20 lbs — about 1 to 2 full loads. If your laundry weighs less than 20 lbs, you are still charged for 20 lbs. A minimum order is $30.48 before HST — $34.44 with it. That is $25.00 of laundry at $1.25/lb, plus a $3.99 Platform Service Fee and a $1.49 Trust &#x26; Safety Fee. 13% HST applies on top. Current rates are always shown in the app and on the pricing section of the website before you confirm.

Question 3

Is there a contract or subscription?

Accepted Answer

No. Duffloo is pay-per-order. There are no subscriptions or contracts required.

Question 4

Can I refer a friend?

Accepted Answer

Yes. Share your personal referral link and your friend gets $10 off their first order. You get $5 in Duffloo account credit once their first order is completed, and $5 more once their second is completed. Rewards are account credit, usable on Duffloo services and not redeemable for cash. See Refer a friend for the full details.

Question 5

Can I cancel or change my pickup?

Accepted Answer

Yes, and you can do it yourself in the app. Cancel free up to one (1) hour before your scheduled pickup window. Inside that hour a cancellation fee may apply — we will contact you before charging anything. You can also move your pickup and delivery dates once, yourself, from the order screen. After that, message your Washer Hero or contact support and we will sort it out.

Question 6

Do you accept discount codes?

Accepted Answer

Yes. Enter a discount code on the order summary screen before you confirm, and the discount is applied to your order and itemised on your receipt. If a friend referred you, their referral code goes in its own box on the same screen — that one is for first orders only. Both can apply to the same order.

Question 7

What are Duffloo's hours of operation?

Accepted Answer

Pickup and delivery take place daily between 9:00 AM and 8:00 PM. Pickup and Delivery

Question 8

What is your pickup and delivery window?

Accepted Answer

Orders are picked up and delivered between 9 AM and 8 PM. Orders picked up before 3 PM are typically returned the next day by 8 PM, unless special handling or extras apply.

Question 9

Can pickup or delivery be delayed?

Accepted Answer

Yes. Pickup and delivery times may vary due to traffic, weather, route optimization, or order complexity. Your Washer Hero will message you with updates through the app.

Question 10

Do I need to be home?

Accepted Answer

No. Duffloo supports contactless pickup and delivery. Simply leave your laundry in a secure, clearly labeled location. Washing and Drying Preferences

Question 11

Do I need to separate lights and darks?

Accepted Answer

No. Your Washer Hero will separate laundry as needed.

Question 12

Can I provide my own detergent?

Accepted Answer

Yes. Select "I will provide my own detergent" and place it in a sealed bag inside your laundry.

Question 13

Do you offer hypoallergenic detergent?

Accepted Answer

Yes. You can select hypoallergenic detergent during order placement.

Question 14

What drying options do you offer?

Accepted Answer

You can choose from: Normal Heat (default) Low Heat High Heat Hang Dry (hangers must be provided) Drying preferences should be selected during order placement. Extras and Special Handling

Question 15

What are extras and special handling?

Accepted Answer

Some laundry requires additional handling, equipment capacity, or cleaning time. These are optional selections shown during checkout and may affect pricing and delivery time.

Question 16

What counts as a large item?

Accepted Answer

Comforters, duvets, blankets, pillows, thick mats, or similar bulky items. Pricing: $10.99 per item (most blankets and duvets) $14.99 per item (extra-large items) Adds one additional day to delivery If an item cannot be safely washed or dried in a standard household machine, it will be returned unwashed and not charged.

Question 17

Is baby clothing treated differently?

Accepted Answer

No special cleaning methods are applied unless requested. The additional charge reflects extra sorting and folding time due to smaller garments. Pricing: $0.29 per pound Only the baby/kids portion is charged May add one extra day to delivery

Question 18

What qualifies as excessive pet hair?

Accepted Answer

Laundry heavily covered in pet hair beyond normal household levels. Why is there an extra charge? Excessive pet hair requires additional cleaning of washers and dryers between customer orders. Pricing: $0.29 per pound May add one extra day to delivery ⚠️ Duffloo does not guarantee lint or pet hair removal. This fee covers equipment cleaning and handling, not cosmetic results.

Question 19

What is considered wet laundry?

Accepted Answer

Laundry that is soaked, rain-exposed, or stored damp in bags. Why is it charged extra? Wet laundry is significantly heavier and harder to transport and handle at pickup. Pricing: $0.60 per pound of wet laundry You tell us how much of your order is wet — either as a number of bags ("2 of my 4 bags") or as a percentage — and we charge that share of your order's weight Charged based on dry weight at delivery, not wet pickup weight May add one extra day to delivery ℹ️ Bags are only a way of describing how much of your order is wet — you are charged by weight, not by bag, so bag size does not change the charge.

Question 20

What items are not accepted for deep cleaning?

Accepted Answer

Duffloo does not process items requiring deep or hazardous cleaning, including: Urine or bodily fluids Bugs or infestations Biohazard or unsafe conditions Severe contamination or odors Such items must be removed before placing an order.

Question 21

What happens if I leave something in a pocket?

Accepted Answer

Please empty every pocket before your laundry is picked up. Your Washer Hero checks pockets as a courtesy, but that check is not a guarantee and small items are easy to miss. You are responsible for items left in your laundry and for any damage they cause. Lipstick and other cosmetics, pens, markers, crayons, lighters, batteries, gum and similar items can melt, leak or smear in the wash or dryer — and once that happens the marks can transfer to other garments in the same load, even when lights and darks were separated, because residue is left behind in the drum. Duffloo and your Washer Hero are not responsible for damage caused by something left in your laundry, and that damage is not covered by the Clothes Safeguard Plan. If a left-in item damages garments or means the machine has to be cleaned out or repaired before it can be used again, an Item damage &#x26; equipment cleanup fee of up to $100 may be charged. The amount reflects the cleanup actually required, you are told before it is charged, and it is only applied when the item and the damage it caused have been identified and recorded. Valuables are a different case: if your Washer Hero finds cash, jewellery, keys or similar, it is set aside, noted in the app and returned to you. Clothes Safeguard Plan

Question 22

What is the Duffloo Clothes Safeguard Plan?

Accepted Answer

Every order includes our Standard Clothes Safeguard Plan at no extra charge. It is Duffloo's own service guarantee — our promise about how an order handled through the platform is put right, delivered as discretionary service credits. It is not insurance , it does not indemnify you, and it does not guarantee payment. Service credits have no cash value and can be used only for Duffloo services. Report a problem in writing within 48 hours of delivery to support@duffloo.com . Reports made after 48 hours may not be eligible. You then have 7 days from delivery to send supporting evidence (photographs, proof of purchase, or anything else we ask for). Service credits are calculated at 60% of an item's retail purchase price and are issued at Duffloo's discretion. Proof of purchase or item value may be required. Service-credit limits by level — Standard: up to $30 per item and $150 per order. Gold ($0.45/lb): up to $45 per item and $300 per order. Diamond ($0.65/lb): up to $70 per item and $450 per order. Gold and Diamond are paid service upgrades that also include priority handling. Exclusions: ordinary shrinkage, holes or tears from normal laundering and wear, and colour bleeding are not covered, as these can occur in any standard laundering process. Nothing in the Plan limits your non-waivable rights under Ontario's Consumer Protection Act, 2002. Full terms are in Terms of Service section 6 . Additional Information Extras and special handling selections are shown before order confirmation. Final charges are itemized in your receipt. Delivery timelines may adjust based on selected extras. You can always message your Washer Hero through the app for updates.

General

Pickup and Delivery

Washing and Drying Preferences

Extras and Special Handling

Clothes Safeguard Plan

Additional Information

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