If you find restricted items (like heavily soiled laundry, strong smoke odor, pet hair, etc.) or notice major stains, follow these steps:
Take clear photos of the items
Stop processing the affected bag if handling it could damage your machine or raise hygiene concerns. Continue with other acceptable bags in the order.
Contact Support through the app â weâll review and guide you on next steps
Support may instruct you to:
Remove certain items and return them unwashed
Wash items with special handling
Or reject the order entirely- Set aside the affected items and continue with other acceptable bags in the order
Advise the member about restricted items to prevent future issues
â ď¸ You are never expected to process an order that could damage your machine or create a safety risk.
Avoid prolonged exposure to excessive pet or human hair, especially if it triggers allergies or other health concerns. Minimize direct contact with the affected items.