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DAMAGED & LOST ITEM POLICY

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Last Updated: 11/30/2025

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We take great care in handling your laundry, but we understand that issues can occasionally occur. This policy outlines how Suds on Your Duds manages claims regarding damaged or missing items.

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1. Reporting a Damaged or Missing Item

To submit a claim, you must notify us within 24 hours of receiving your order.
Include:

  • Item description

  • Approximate age of the item

  • Photo of damage (if applicable)

  • Any special instructions previously provided

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Claims submitted after 24 hours cannot be honored.

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2. What We Are Not Responsible For

We are not liable for damage caused by:

  • Items left in pockets (pens, gum, markers, makeup, chapstick, etc.)

  • Pre-existing wear, tears, holes, loose seams, weak fabric, elastic breakdown

  • Fading or damage due to non-colorfast dyes

  • Items that shrink due to standard wash/dry temperatures

  • Garments or fabrics that are not suitable for standard machine washing

  • Items mixed in without special instructions (delicates, hang-dry, or air-dry items)

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We follow best-practice washing methods and cannot guarantee results for fragile or specialty fabrics unless properly labeled or separated by the customer.

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3. Service Limitations

We do not accept:

  • Dry-clean only garments

  • Leather, suede, wool coats, or fur

  • Items contaminated with bed bugs, mold, or hazardous waste

  • Heavy pet-soiled bedding

  • These items will be returned unwashed and not covered by this policy.

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4. Compensation for Lost or Damaged Items

If Suds on Your Duds is found responsible for loss or damage:

  • Compensation is based on the current value of the item, not the original purchase price.

  • Current value is calculated using standard industry depreciation:

  • 0–3 months old: 50% of original value

  • 3–6 months old: 25%

  • 6–12 months old: 10%

  • 12+ months: minimal/no value

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Maximum reimbursement per order is capped at 10x the service charge of that order.
 

We may also offer a courtesy rewash for items affected during processing (at our discretion).

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5. Items That Cannot Be Replaced

We cannot compensate for:

  • Sentimental or irreplaceable items

  • Designer or high-value garments not marked as such before pickup

  • Items without clear brand tags or identifiable markings

  • Socks missing their pair due to being mixed with other laundry bags

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To help prevent losses, keep sentimental or high-value items out of your laundry bag.

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6. Best Practices for Customers

To ensure the best results:

  • Check all pockets thoroughly

  • Clearly separate delicate, hang-dry, or special-care items

  • Do not include dry-clean-only pieces

  • Add notes for any items requiring special attention

  • Do not overfill bags to the point of strain

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Following these steps helps protect your garments and ensures a smooth service experience.

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7. Resolution

All claims are reviewed individually. We aim to resolve issues kindly, fairly, and quickly while balancing customer satisfaction with industry standards.

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For questions, concerns, or support:

Suds on Your Duds LLC

417-300-3725
theteam@sudsonyourduds.com

Springfield, MO

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