Everything you need to know

Lougheed Laundry is a local family laundry pickup and delivery service for the Lower Mainland, BC. You leave your laundry out for us, we pick it up, have it cleaned to your preferences, quality-check everything, and return it to your door — typically within 48 hours.

We handle two types of items: bag laundry (everyday clothes, towels, bedding — priced per bag) and hanger items (dress shirts, blazers, dresses, suits — priced per piece by tier). You can combine both in the same pickup.

We're not a drop-off counter and we're not a gig app. We're a family business — we handle your order personally from the moment we pick it up to the moment we drop it back off.

A laundromat is self-serve. A dry cleaner is a counter you drop items at. With both, you're responsible for getting your clothes there and picking them up — and when something goes wrong, it's hard to get a clear answer from anyone.

We come to you. We coordinate the cleaning on your behalf, we know your preferences, and we personally quality-check everything before it comes back. If something doesn't look right, we deal with it before you ever see it. There's one point of contact — us — and we're accountable for your order end to end.

Think of us less like a store you visit and more like a trusted household service that takes something off your plate entirely.

We pick up every order ourselves, sort and inspect everything, coordinate with our vetted local cleaning partners for the actual washing and pressing, quality-check every item when it comes back, and then deliver everything personally to your door.

We're not a gig app dispatching a random driver. We own the business, we handle your order at both ends, and we're accountable for what happens in between. Our cleaning partners are carefully chosen and we've tested them ourselves. But you don't deal with them — you only ever deal with us.

This means if something isn't right, there's no finger-pointing. We own it.

Because that's where we can handle every order personally. The moment we expand beyond what we can manage ourselves — without adding layers of staff or logistics we can't control — the quality suffers. And we're not willing to let that happen.

We serve where we live. The Lower Mainland is our home, and we know it well. We'd rather do one region excellently than many regions adequately.

Everyday items that can be machine-washed and tumble-dried together: t-shirts, jeans, underwear, socks, casual pants, sweaters, activewear, pyjamas, and similar items. Towels and face cloths also go in the bag.

Items that do not belong in the bag: anything with a care label saying dry-clean only, silk, wool that isn't machine-washable, structured blazers or suit jackets, dress shirts that need pressing, delicate knitwear, or anything you'd normally wash alone on a gentle cycle. Those are hanger items or special-care items — see below.

One standard bag holds roughly 7–10 kg of laundry when comfortably filled — think a full week of clothing for one adult. If you're unsure whether something belongs in the bag, text us a photo and we'll tell you right away.

You don't need anything special. Any large reusable tote, laundry bag, or even a tied garbage bag works fine. We return your items folded in the same bag they came in. If you'd like a Lougheed Laundry bag, just mention it when you book — we'll drop one off on your first pickup.

One bag = one flat-rate charge. The price is the same whether you fill it loosely or pack it as full as you reasonably can. We don't weigh bags on delivery — you get the flat rate and that's that.

Absolutely. You can book multiple bags in a single pickup — just indicate how many bags when you book, or text us before your pickup day. Each bag is charged at the standard per-bag rate. Many families with multiple people in the household send one bag per person, which also keeps everyone's laundry separate and returned to the same bag it came in.

Standard cotton or poly-blend sheets, pillowcases, and duvet covers go right in the bag — they're treated the same as any other bag laundry. A set of sheets plus a normal week's clothing will typically need its own dedicated bag just because of volume, so plan accordingly.

Comforters, duvets, weighted blankets, and oversized items that won't fit in a standard washing machine require special handling and are priced as add-ons. Just flag them when you book and we'll confirm the add-on price before we proceed.

When we sort your bag, we pull out anything that has special-care requirements and flag it with you before we proceed. We'll text you a quick note — "found a silk blouse in the bag, would you like us to process it as a Tier 2 hanger item at $X, or set it aside and return it unwashed?" — and wait for your go-ahead.

We never guess with delicate items. It only takes a minute to check, and it prevents anything irreplaceable from being damaged.

Hanger items are garments that need individual care, pressing, or handling that can't be done in a standard wash-and-fold cycle. They're priced per piece because each one gets its own attention.

Generally: dress shirts, blouses, trousers with a crease, blazers, suit jackets, dresses, skirts, and anything with a care label specifying hand-wash, dry-clean, or press only. They're returned on hangers, pressed and ready to wear.

We use three tiers based on the care complexity of the item:

• Tier 1 — Standard press: Regular dress shirts, casual button-downs, cotton trousers, simple blouses. These wash and press straightforwardly.
• Tier 2 — Structured / delicate: Dress trousers with a sharp crease, fitted dresses, linen shirts, non-structured blazers, pleated skirts. Needs more careful handling or a more precise press.
• Tier 3 — Specialist care: Tailored suit jackets, wool or cashmere garments, formal gowns, structured blazers, items requiring dry-clean handling. These go to a specialist and take a little longer.

Prices for each tier are listed on our Pricing page. If you're unsure which tier your item falls into, just text us a photo and we'll tier it for you before you commit.

Some hanger items — particularly Tier 3 garments with a dry-clean care label — are sent to a specialist dry cleaner as part of our process. You don't need to find a dry cleaner yourself or drop anything off; we coordinate it and deliver everything back to you on hangers, ready to hang.

If you have an item that specifically requires dry cleaning, just indicate that when you book or flag it when we pick up. We'll confirm the Tier 3 price with you before proceeding.

Text us a photo of the garment and its care label before your pickup day and we'll tell you exactly which tier it is and what it'll cost. Takes about two minutes and means no surprises on your total.

Alternatively, just include it in your pickup order and we'll tier it ourselves when we sort the order, then confirm the price with you by text before we proceed with anything. We never process a hanger item at an unexpected price without checking first.

You don't pay anything at pickup. After we sort your order and confirm exactly what's in it — number of bags, hanger items by tier, any add-ons — we text you an itemized total. You review it and confirm before we do anything.

Once you've confirmed, we proceed with the cleaning. Payment is collected on delivery: you can pay in person (cash or card via tap), or we'll send you a secure payment link by text that you can pay at your convenience before we arrive.

No payment is ever taken without your explicit confirmation of the itemized total first.

No. Pickup and delivery within our standard schedule is included in the service — there's no separate delivery fee. Add-ons (express service, oversized items, specialty stain treatment) are priced transparently and always confirmed with you by text before we proceed. GST applies to the total as required by law.

The itemized total you see before confirming is exactly what you'll pay. Nothing changes between that text confirmation and your final invoice.

Yes — one standard bag or a minimum number of hanger items (see our Pricing page for the current minimum). This keeps the service sustainable and ensures each pickup is worth the trip for both of us. Most customers comfortably meet the minimum with a normal week's laundry for one or two people.

Add-ons are optional extras on top of your standard order: express turnaround, oversized items (comforters, duvets, sleeping bags), specialty stain treatment, or scent-free / allergen-sensitive processing. They're priced per item or per service and listed on our Pricing page.

You can request add-ons when you book, or flag them at pickup (e.g., "this comforter needs to go in too"). We confirm the add-on price with you by text as part of your itemized total before proceeding — so you always know what you're getting and what it costs.

Our subscription plan is designed for regular customers who want a consistent weekly or bi-weekly pickup without having to book every time. You get a reserved spot in your zone's schedule, a discounted per-bag rate, and priority when spots are limited.

It's billed monthly, pausing is straightforward, and there's no long-term contract. Details and current pricing are on our Pricing page. If you're interested, text us and we'll walk you through how to get started — subscriptions can take a few days to set up if your zone is at capacity.

Our pickup days are organized by zone — different areas of the Lower Mainland have different scheduled pickup days each week. Check our Service Areas page for your neighbourhood's day, or use the booking page to see available slots for your postal code.

If you're unsure which zone you're in, text us your address and we'll confirm your pickup day right away. Most areas have at least one weekly pickup day, and some zones have two.

Life happens. If you know in advance you'll miss your scheduled pickup day, text us at least the evening before and we'll carry your booking to the next available pickup day in your zone — no penalty, no fee.

If something comes up same-day and your laundry isn't out when we arrive, we'll note it and you'll simply be booked for the next pickup. We do ask for a heads-up when possible so we can plan our route efficiently, but we understand things come up.

For most standard orders — bag laundry and Tier 1 or Tier 2 hanger items — we target a 48-hour door-to-door turnaround. That means if we pick up on Monday, you can expect delivery by Wednesday.

Tier 3 specialist items (dry-clean, tailored garments) may take an extra day or two depending on the specialist's schedule. We'll give you an accurate estimate when we confirm your order by text.

If you need your laundry back faster, ask about our express add-on — available for most bag and Tier 1/2 orders, subject to schedule.

Same-day pickup and return isn't something we offer as a standard service — maintaining quality takes time, and same-day volume doesn't allow for the quality-checking step we take seriously. However, if you have an urgent situation (an event, a last-minute trip), text us and explain what you need. We'll be honest about whether we can help and, if not, we'll suggest what we can do within your timeline.

When you book for the first time, you'll fill out a brief preferences section — wash temperature, dry temperature, detergent type, scent preference, folding style, and any notes about specific items. These are saved to your profile and applied to every order automatically from that point forward.

You can also text us your preferences directly if you'd rather not fill out a form. We'll add them to your profile ourselves. Either way, we'll confirm your preferences on your first pickup to make sure we have everything right.

Common preferences we handle include:

• Wash temperature (cold, warm, hot — or item-specific)
• Dry temperature (low, medium, high — or hang-dry for specific items)
• Detergent type (standard, sensitive/fragrance-free, specific brand)
• Fabric softener yes/no
• Dryer sheets yes/no
• Folding style (standard fold, roll, hanging for specific items)
• Items that should always be hang-dried or laid flat
• Allergy or sensitivity notes
• Notes for specific garments ("the blue hoodie goes inside out")

If there's a preference not listed above, just tell us. We'll do our best to accommodate it and note it on your profile.

Yes, any time. Text us the update and we'll change your profile before your next order. Or update them via your account on the booking page. If you want a one-time exception — "just this order, please hang-dry everything" — mention it when you book or send us a text on your pickup day and we'll note it for that order only, without changing your permanent preferences.

Tell us within 48 hours of delivery, with photos if possible. We take this seriously, we respond within 2 business days, and we work to make it right.

For everyday items that are damaged or lost due to our handling, we cover compensation up to 10× the per-item service charge. This applies to items that were correctly placed in the bag (i.e., suitable for machine washing) and handled according to your stated preferences.

Declare it when you book using the high-value item toggle, or text us in advance. For garments valued over $300, we photograph the item together at pickup so we both have a documented condition record before it leaves your hands.

That said, items over $300 travel at the customer's own risk beyond our standard 10× compensation cap. Your home or tenant insurance policy may cover personal belongings away from home — it's worth checking before you send high-value items with any service.

Honestly, if an item is both expensive and irreplaceable — a family heirloom, a one-of-a-kind piece, something with sentimental value beyond its price — we'd rather you kept it at home and brought it to a specialist directly. We'll always tell you that, even if it costs us the order. That's just the right thing to say.

For any single item with a replacement value over $300, our standard compensation cap (10× the per-item service charge) may not cover a full replacement. Items at this value level need to be declared in advance so we can photograph them at pickup and ensure both parties understand the risk profile before we proceed.

We're not trying to limit liability unfairly — we're trying to be transparent. If you have a $700 jacket and something happened to it, we want you to know our coverage terms before your order, not after.

Our coverage does not apply to:

• Items damaged because they were incorrectly placed in a bag (e.g., a dry-clean-only garment in the wash bag)
• Pre-existing damage or wear not noted at pickup
• Items over $300 in value that weren't declared in advance
• Colour bleeding caused by a customer mixing incompatible items
• Non-clothing items (documents, electronics, wallets, jewellery left in pockets)
• Loss or damage from force majeure events

Please check pockets before your pickup. We do a quick sweep but we're not responsible for items left in clothing.

No problem — many of our regular customers arrange a leave-out spot and we operate completely unattended. Just tell us where to pick up from and where to leave the clean laundry on return: a front porch, a building lobby, a concierge, a specific door. We'll text you when we've picked up and again when we've delivered.

If you're in a building with secure access, let us know the access code or concierge contact in your order notes. We handle these situations regularly and can usually work something out.

Yes — many of our customers are in apartments and condos. For buildings with secured entrances, we coordinate pickup and delivery via your building's concierge, package room, or a spot you designate just inside or outside the main entrance. We've handled dozens of building setups and we're good at working within them.

Check our service areas to confirm we cover your neighbourhood. If your building has specific access requirements, add a note when you book or text us your setup before your first pickup.

If we can't complete a delivery (no access, no response after two contact attempts), we hold your order safely and redeliver on our next route through your zone — usually within 48 hours. We'll reach out by text to arrange an alternative drop-off or confirm when we're coming back.

If an order remains unclaimed after 14 days despite our attempts to reach you, we reserve the right to donate unclaimed clothing to a local charity. We document everything before doing so. This situation is genuinely rare — we've always been able to reach customers in time — but we include it in our policy to be transparent.

If you have allergies or sensitivities, just note them in your preferences — scent-free, hypoallergenic detergent only, no fabric softener, etc. We keep careful notes and apply them consistently to every order.

If you have pets and prefer that your laundry not come into contact with pet dander during transport, let us know. We can use sealed bags and take extra precautions on delivery.

If you're a pet owner sending laundry with significant pet hair, a heads-up in your order notes is appreciated — heavily hair-covered items can sometimes need extra pre-treatment, which may affect the price.

Text is fastest — 236-304-6737. We check messages throughout the day and a real person always replies. We typically respond within a few hours during the day, and always by the next morning for evening messages.

You can also call us at the same number or email [email protected]. Email is fine for non-urgent questions; for anything time-sensitive before a pickup, texting is the way to go.

We're also on Instagram and TikTok — feel free to DM us there too, though text or email is more reliable for order-related matters.

Not right now. You book through our website, and we communicate by text for order updates, confirmations, and questions. We've intentionally kept this simple — no app to download, no account to create before you see a price. Just a booking form, a text, and clean laundry at your door.

If an app becomes genuinely useful for our customers down the road, we'll build one. For now, the text-first approach works well and lets us be more personal and responsive than any automated system would allow.