Frequently Asked Quetions
How do I sign up for the service?
| By phone: Call 415-457-8000 and give the information requested to our customer service.
We need the basics such as name and address, home and cell phone, email address and a valid credit card. Your service can start within 4-6 hours. Please note email is required in order to email your monthly statements and also communicate with you regarding your orders or your account. By Internet: Using our website, click on the free pick up button, and enter your information. You will receive a confirmation email or a follow up call. |
What are scheduled pick-up and delivery days in my area?
Regardless where you live, You have 2 options: Automatic Route or Will Call |
What time do you pick up and deliver?
| For Marin - Our pick ups start at 6:00 AM- and delivery is between 2-8 PM Please leave your bag on the porch as soon as you have called in your order. We have drivers in the area and pick ups are constantly dispatched. For SF – Our pick up and delivery is between 9AM-2PM For Peninsula - Our pick up and delivery is between 9AM-2PM |
Do you charge a delivery fee?
| No. However, we have a $20.00 minimum charge. |
How do I pay for this service?
| By Credit Card - We accept visa, Master Card, American Express and discover. A monthly statement at the end of each month will be emailed to you.
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What's a welcome kit?
| It is our way of welcoming you to our service. In your welcome kit, you’ll receive your personalized laundry bag, a complimentary lint roller, a brass hook to be placed on your porch or side gate, spot tape to indicate any known spots; complimentary collar stays, a note pad and an pen, and a complimentary shoe polish coupon, and often times a surprised item of the month. If you are interested in using less plastic please ask for our reusa-bags. These bags convert to a garment bag when we return your orders to you. |
Where do you pick-up and drop-off my clothing?
| Pick ups are from your porch or a pre-designated area. Clean clothes are returned to you and placed on the hook that is provided to you in your starter kit. |
Do I have to be there when the order is picked-up and delivered?
| No. Leave your bag on the porch or a pre-designated area, and we take care of the rest. We'll pick it up and deliver it back to you according to your pick up and delivery days above. |
How do I place an order each time?
| By Phone: call 1-800-44 VALET - 24/7 voice mail leave your name, address and phone number
By Internet: go to www.alexdryclean.com and click on the Free Pick Up button up on our website |
Do I have to tip your delivery driver?
| No. It is not required, however, it is appreciated. |
How do I tell you about a special request concerning a garment?
| If you have special instructions, attach a note to the item or leave a message on our voice mail at 1-800-44VALET (1-800-448-2538). If ordering on line, enter a detailed note in the space provided in the special instruction field. |
What if I have a problem after I get my clothing back?
| We will do our best to remedy the situation. In most cases we would need to pick up the item and examine it and get back to you. Please call us at 415-458-8180 and ask for customer service or leave a message and we will contact you. |
What happens if I leave something valuable in my pockets?
| If any personal items are found, they are placed in a security bright color envelope and are attached to the invoice found in front of your order. If cash is found, because our drivers don’t carry cash on the vans, it will be credited to the account and will appear on your monthly statement. |
How do you keep my credit card information safe?
| We use industry-accepted encryption and authentication technology for all web transactions to assure that only our authorized staff can read any information that is transmitted to us. |
Where do the clothes get processed for cleaning?
| All services are provided at our facility in San Rafael with the exception of leather and suede. |
Can I come and see your operation?
| Yes – and we would be happy to give you a tour of our facility. We are located at: 628 Lindaro Street San Rafael, CA 94901 (Map) 415-458-8180 (Direct Line) 415-457-8002 |
