Frequently Asked Questions | USA Cleaners: XPress

F.A.Q's.

HOW DO I SIGN-UP?

Just click on ‘Sign-up’ Tab towards top right webpage, or click “Start” on home page

SOUNDS GOOD, IS THERE A SERVICE FEE?

There is no service fee to use our online services or subscription required. While we provide free pickup and delivery for all of Simi Valley and Moorpark areas, there is a minimum balance requirement of $25. Otherwise a $5 delivery fee will apply for orders that fall below $25.

HOW DO I PAY FOR MY ORDER? DO I HAVE TO PREPAY?

We accept all forms of payments for added fleximility. Smply note your preference during sign-up. If you need to change a payment type for any specific order, just call, text, or email us in advance. We kindly ask to have balance paid prior to delivery when possible. Payments can be made via following:
* Zelle ® (code: usa_cleaners@yahoo.com, our preferred method).
* Cash
* Check (payable to USA Cleaners: XPress)
* Credit card (during delicery via Square tap to pay, or card info stored on our secured file).
or
* CashApp (cashtag is $usacleanersxpress).

IS THERE A MINIMUM CHARGE OR MINIMUM AMOUNT OF ITEMS?

In order to unlock free delivery, there is a minimum order balance of at least $25 required. Otherwise there is a $5 delivery fee for any order below this threshold.

DO I HAVE TO SIGN-UP FOR A SUBSCRIPTION OR LONG-TERM PLAN?

Nope! At USA Cleaners: Xpress we don’t believe in contracts or ‘service/convenience fees’ in order to utilize our services. You simply pay for cost of cleaning (or alterations) as per your order balance, nothing ‘extra’. You may use the service as little or as much as you need. Services are rendered on a on-demand, weekly, bi-weekly, twice a week, or monthly timeframe. The choice is yours, simply select your preference during sign-up, and have the ability to change it anytime.

WHAT IS THE LATEST I CAN SCHEDULE PICKUP?

We have certain timeslots indicated to place pickup requests (between 830am to 1230pm, or 3pm to 630pm), our cut-off is typically 2 hours prior to 630pm for same day pickup.

WHAT IS YOUR TYPICAL TURN TIME? IS THERE SAME DAY SERVICE?

Typical turn time for orders are within 3 days, or 72 hours, after pickup. Certain heavier items or larger orders consisting of more than 10+ items may take longer. In any event we will keep you updated.
Unfortunately, we are unable to offer same-day service at this time, but do offer next-day/24-hour service for certain items and order amounts. Just reach out to us in advance to verify. Next-day/24-hour orders must be picked up prior to 930am the day of pickup.

DO YOU HAVE A FEE FOR MISSED PICKUP? OR IF I NEED TO CANCEL AFTER PICKUP?

There is no ‘missed pickup fee’ if items are not ready by the time driver arrives. Life happens we understand, just let us know when to return to pickup your items.

For cancellations, please notify us at least 2 hours after pickup, otherwise your items will be already under sorting and cleaning process, and will complete the order. If order is cancelled prior to pickup there is no fee, however if order is cancelled within 2 hours after pickup, there is a $5 return order fee.

WHAT HAPPENS IF I’M NOT HOME FOR DELIVERY?

Delivery preference can be selected during sign-up process. If you select to ‘prefer to be home’ during sign-up, and are not, the order will be left safely in a porch or doorway and a text notification will be sent. Just let us know in advance if you are unable to make it home by a scheduled time, and we can re-schedule. However once driver arrives to drop site, he must drop off order. We also recommend having a hook or small bench near doorway to place orders on.

I DON’T LIVE IN SIMI OR MOORPARK, DO YOU DELIVER TO MY WORK?

We can arrange delivery for your order anywhere in Simi Valley or Moorpark, whether it’s a home or business. Just make sure someone is able to accept delivery of your order at a business during normal business hours.
NOTE: In the event no one is able to accept delivery at a business drop site, there will be a $5 fee for every subsequent attempt for delivery.

WHERE DO I PUT MY GARMENTS DURING PIKCUP? WILL A LAUNDRY BAG BE PROVIDED?

All customers will be provided (1) complimentary garment bag for their use going forward. For 1st time pickups, simply but your clothes in a plastic or paper bag (which we will recycle, and hand you one of our linen or vinyl bags during drop-off). Additional bags may be purchased as well for $10.

I’M VERY PICKY WHEN IT COMES TO MY CLOTHES, CAN I MAKE SPECIAL REQUESTS?

Sure! Just let us know what the special request is during sign-up process or during any order placement under ‘notes’, and we will do our best to satisfy. In the event a request is atypical we will notify you in advance.
NOTE: Currently all orders will be on hangers, or folded on hangers, and do not have the option to ‘Box’ any order, despite this option on drop-down menu (unable to remove due to website glitch). Most drapes, blankets, mattress-toppers and comforters will be folded and wrapped in plastic bag.

WILL MY GARMENTS BE COMBINED WITH OTHER CLOTHES?

Most likely yes. Dry cleaning and laundering items are sorted by either color (i.e. lights vs darks), texture (delicates), and/or composition (silk, cotton, linen, polyester, etc). They are separated and cleaned in larger machines in bulk in order to: expedite service, minimize damage, eco-efficiency, reduce waste/energy, and/or to reduce costs and keep prices lower. NOTE: We do not add or use perfumes or fabric softeners in our cleaning process, however other customer garments with heavy perfumes may affect your clothing.

DO YOU ACCEPT ALL TYPES OF GARMENTS?

If you wear it, we can clean it. We accept most clothing items including leather and suede (see price summary section). However at this time we cannot accept under-garments (i.e. underwear, bras, shapewear, boxers, etc), socks, hats, beanies, clip-on ties, or dresses with rhinestones/heavy ornamentation, vintage silk, or confetti/glitter/sparkles.

In addition, due to health & safety of our staff, please also do not include any items with ‘bathroom’ accidents or stains. These items will be placed in plastic bags and returned. For these type of stains PLEASE always saturate and rinse with water the area affected first, then place in drop bag for pickup.

WHAT HAPPENS IF ITEMS ARE DAMAGED OR LOST?

There is always some amount of risk involved in the dry cleaning/laundering process, as main cleaning process is done by machines. While we are known for our high quality care, and take all necessary precautions and steps to secure garments for cleaning (placing in garment bags, turning shirts inside out, covering buttons, etc.), however once placed inside the machines, items are completely out of our control. Thus due to happenstance or mere probability, sometimes garments may entangle with one another during high-velocity drying cycle and cause certain damages (i.e. zipper getting caught in lining, button banging against drum, small hook from dress getting caught, missing sequins, etc), and therefore mistakes can occur.

We are also not liable for items left in pockets (napkins, gum, mints), bad quality/loose stitching, loose buttons, inferior dyes used in garments prior to pickup, that may lead to further damage during cleaning. Please see Terms of Service and Disclaimer section for further info regarding lost or damaged items.

If you do notice an item missing from your order, please notify us within 48 hours of the laundry being returned to you.
Unfortunately we cannot be responsible for laundry that is lost or damaged by the weather after it’s dropped off at your home. Please review the terms and conditions for more details.

DO YOU OFFER ANY KIND OF DISCOUNTS OR COUPONS?

Yes! In addition to our already low competitive pricing and great rates, 1st time customers all get 20% their first order. Also, we have bonus tier discounts for orders consisting of 10+ or 20+ items, unlocking 5%-10% additional discount, as well as loyalty rewards unlocked every 10th cleaning order. Please check periodically for other limited time offers throughout the year.