Understanding Order Deadlines & Timelines

Poplin offers Standard and Premium Express service. The timing of pickups and drop-offs depends on the service speed selected. Deadlines are calculated according to what time the order was placed, not what time it was accepted. Before accepting an order you will be able to see the pickup and delivery deadlines.

STANDARD SERVICE

Standard orders have a minimum 24-hour turnaround time, ensuring timely completion. 

For Standard orders placed before 3pm, pickup deadline is 8pm that night and your delivery deadline is 8pm the next day.

For example, an order placed at 11am on Monday has a pickup deadline of 8pm Monday and a delivery deadline of 8pm Tuesday.

For Standard orders placed after 3pm, your pickup deadline is 8pm the following day and your delivery deadline 8pm the day after that.

For example, an order placed at 5pm on Monday has a pickup deadline of 8pm Tuesday and a delivery deadline of 8pm Wednesday.

Here are 2 more examples to illustrate:

1. An order placed at 2pm Monday has a delivery deadline of 8pm Tuesday.
2. An order placed at 5pm Monday has a delivery deadline of 8pm Wednesday.

However, if you get an order over 100 pounds, your delivery deadline can be extended by 24 hours. Be sure to use the app's pre-weigh feature the day of pickup to automatically receive a deadline extension. 

Keep in mind that customers prefer their laundry delivered as soon as possible, and generally the faster your service the higher your ratings and the greater your tips. Furthermore, the ranking system rewards early pickups and early deliveries.

Finally, there is one exception to the above pickup deadline: first time Laundry Pros have to pickup within 3 hours after accepting an order or by 11am the next day if the order is accepted after 5pm.

EXPRESS SERVICE

Express service orders must be picked up by 2pm, and delivered by 8pm.

For Express orders placed before 10am, the pickup deadline is 2pm that day and your delivery deadline is 8pm that night.

For example, an order placed at 9am on Monday has a pickup deadline of 2pm Monday and a delivery deadline of 8pm Monday.
 

For Express orders placed between 10am-3pm, the pickup deadline for orders placed between 10am-3pm is by 8pm that day and delivered by 10am the following morning.

For example, an order placed at 12pm on Monday has a pickup deadline of 8pm Monday and a delivery deadline of 10am Tuesday morning. 
 

For Express orders placed after 3pm, the pickup deadline is 2pm the following day and your delivery deadline 8pm that night.

For example, an order placed at 5pm on Monday has a pickup deadline of 2pm Tuesday and a delivery deadline of 8pm Tuesday.
 

If you get an Express order of over 60 pounds, please read this article first. If you're uncertain about how you'd like to proceed, feel free to contact Poplin Concierge, who can walk you through your options. 

Note on Customer-Selected Deadlines

In some areas, customers now have the ability to select from two different pickup and delivery deadline options when placing their order.

You may occasionally see orders where the pickup or delivery deadline is one hour later than usual.

• For example, a Standard order pickup deadline might be 8 p.m. or 9 p.m., depending on what the customer chose.

• For Express orders, delivery deadlines might vary by an hour (e.g., 10 a.m. or 11 a.m.).

This is not an error—please follow the pickup and delivery deadlines shown in the app.

Customers selecting a later time receive a little more flexibility, but your service and ratings will still benefit from completing orders promptly!

If you still think the pickup or drop-off deadline indicated in your app is wrong please contact us at [e-mail].