FAQs

Pickup & Delivery
Q: How do I schedule a pickup/delivery for my order?

A: (Recommended) Download Urban Cleaners app from Google Play Store or Apple’s App Store, setup your account and schedule a pickup. Alternatively, you can visit the Pickup/Delivery page on our website or call our store on (847) 983-0897 to schedule a pickup.

Q: Do you deliver to my area?

When you provide your address information in the app or when you call us, we will notify you if your area is within our service coverage. However, please register as when we have enough registrations within an area, your route could become available right away.

Q: How does pickup and delivery work?

Login to our app or website or call to schedule a date/time for pickup. We pick up your order for an expert cleaning cycle at our state-of-the-art plant, and deliver back to you at a scheduled date/time.

Q: How long does it take for orders?

We aim to deliver all orders back to our customers within 48 hours of pick up. Please note that special orders may take longer.

Q: Do I have to be home to meet the driver?

You do not have to be home to meet the driver, but you will be responsible for the safety of your laundry. Feel free to leave your laundry on your porch, with a neighbor or door person, or anywhere else accessible to our driver. Please include this information in the “Special Instructions” on the app so our driver knows.

Q: Who do I contact with questions regarding my order?

We send notifications to your phone/email from start to finish. You can also track/manage your order from the app. You can get in touch with us from the app by selecting “Contact Us” and send us a text message or email. You can also reach us at (847) 983-0897.

Q: I have a problem with my order.

Please get in touch with our support team from the Feedback page with details about your order.

Q: What should I do if some items of clothing need special treatment?

Just add it to the notes section on your order form.

Q: How do I tell Urban Cleaners my cleaning preferences?

You can enter your preferences in the notes section of the order form when you schedule a pickup from the app or via our website.

About Urban
Q: Why Urban Cleaners vs. Other cleaners.

We are a 100% eco-friendly dry cleaning and laundry company that is owner-operated with a state of the art facility. No Middlemen, No Wholesalers. Our Quality transcends that of any other dry cleaners as we have full control of your items from the time we receive them to the moment we drop it off. Our GreenEarth facility prolongs the clothing life cycle and is especially effective in killing harmful bacteria and germs. We give back to our communities and make sure we are eco-friendly every step of the way.

Q: Why is green cleaning better?

The reason for this is simple. Liquid silicone is chemically inert, meaning it doesn’t chemically react with fabric fibers. It just carries the detergent to your clothes and gently carries away the dirt and oil. It also is very light in weight and has a very low surface tension, allowing it to gently penetrate fabric fibers and rinse away dirt in a way that water or perc cannot. So it cleans without being abrasive or aggressive, leaching dyes or damaging trims. That’s why it is such a safe and effective green cleaner for even the most delicate garments–beads, delicate lace, silk, cashmere, you name it–with GreenEarth, there’s nothing to worry about.

Q: Do you undertake restoration orders?

Yes, we do. We do free on-site consultation and provide you with a quote. Additionally, we work with your insurance providers/adjustors directly to ensure the process is smooth and hassle-free. Please visit our Restoration Cleaning page for more details.

Q: Do you offer commercial cleaning services for businesses?

Yes, we do. We specialize in end-to-end dry cleaning and laundry services for medical & healthcare centers, hotels, banquets, restaurants, fitness clubs, senior & assisted living, residential towers. Please visit our Commercial Partnerships page for more details.

Pricing and billing
Q: What are your prices?

To view our full list of prices, please visit our Pricing page. We offer competitive market pricing and unlike most dry cleaners and laundromats, we strive to be 100% transparent with our prices so you will know exactly what each item costs. We want to offer you the best prices always. If you see a price for green cleaning cheaper than that of what we have. Let us know and we will match the rate.

Q: Is there a minimum order?

We have a $20.00 minimum on all pickup & delivery orders.

Q: What are your payment options?

We accept MasterCard, Visa, American Express, Diners Club and Discover Card. We do not accept cash for pickup & delivery orders. Cash is accepted in-store only.

Dry cleaning and laundry
Q: What is dry cleaning?

Contrary to popular belief, dry cleaning does not mean your clothing tumbles around in a dry basket of air. Clothes are deep cleaned in a safe liquid solution, the solution is extracted out, and then your clothes are steam pressed. During the cleaning process your clothes are wet from our cleaning solution. Dry Cleaning is a great way to safely clean garments and remove stains such as oil and grease. It is a great method for cleaning your specialty items or everyday wardrobe.

Q: Is professional laundry the same thing as doing laundry at home?

Professional laundry is very different from doing laundry at home. Your laundry is washed with soap and starch of your preference, and then placed wet on our state of the art equipment to give them the absolute best press. The solution has enzymes that help pull oils and sugars out of your clothing. 100% cotton is the safest material to process in commercial laundry. Anything else we recommend dry cleaning.

Q: What is your policy on redoing an item?

Sometimes things need a second chance! In our case, it will be a 4th chance. We make 3 attempts to correct an item before sending it back. If we don’t catch it. Please let us know and we will gladly redo. Whether it is for stain removal, pressing, or anything you’re not happy with, we will redo your item free of charge. For us to process a redo we require your phone number to track the last process date.

Q: What happens if an item is misplaced or damaged?

Urban Cleaners ensures that 100% of your items are returned to you in better condition than they were received. If something is ever lost or damaged please hold on to your receipt for that specific order and contact our store manager. All claims and adjustments must be made within 48 hours of original pickup.

Q: My garment doesn’t have a care label. Do you know how to clean it?

Yes and no. Although we’re the experts and have a good idea on how each item should be cleaned, there is no certainty without the care label. The Federal Trade Commission laws require clothing care labels to state exactly how the garment needs to be cleaned. Dry cleaners must assume that the garment as well as any extra decorations or attachments such as beads or sequins on the garment can be cleaned according to the care label. Good rule of thumb is, when you don’t know how or if it’s supposed to be laundered, just dry clean it as our process won’t damage the item.

Q: I don’t see my question here?

If you have a question that cannot be answered here. Please email hello@urbancleaners.us and we will be in contact with you within 24 hours. If it’s urgent, please call us during our main office hours at (847) 983 0897 between 9-6pm.