Oversized Items

We explain to customers that Poplin will wash, dry, and fold any item that fits in a standard residential washer and dryer.

For oversized items — such as comforters, extra-large blankets, and other bulky pieces — customers are charged an additional $8 per item, in addition to the cost per pound. You earn $6 per oversized item.

An oversized item is defined as one that requires its own wash and dry cycle in a standard-sized residential washer and dryer. These are typically thick or bulky items that simply cannot share a load with other laundry.

If a customer provides an oversized item that does not fit in your washer or dryer, here’s what we recommend: place it in a separate bag and label it as not laundered. Do not weigh it. Message the customer to explain, and return the item unwashed along with the rest of the completed laundry.

Alternatively, you may use a laundromat if you choose, but there is no additional compensation for doing so.

Smaller or Specialty Items Washed Separately

Laundry Pros have full discretion to discuss and decide whether to wash smaller or specialty items as stand-alone loads. For example, a customer may ask that a single delicate-lace blouse be washed on its own, or that a pair of shoes* be cleaned separately from their other garments.

If the request involves a traditional garment, such as a blouse or delicate clothing item, we recommend that you message the customer to explain the Oversized Item fee, which is designed to compensate you for the full use of a washer and dryer cycle — including the time, energy, and resources used — when you’re running a single-item load. If the customer agrees to pay the fee, you may apply it; however, the Concierge team will need to see that agreement in writing within your customer messages. If a customer disputes the charge later, and there’s no written confirmation, Concierge will have no choice but to issue a refund.

If the request involves a nontraditional item, like tennis shoes*, you may decide whether you feel comfortable washing it. If you’re open to it, check with the customer about any preferences they have and then explain the Oversized Item fee.

Ultimately, Laundry Pros are encouraged to communicate directly with customers anytime an item needs to be washed separately — whether that’s your professional judgment or a customer’s special request.

* Poplin is rolling out specialty shoe-cleaning services in certain regions. In these regions, customers will be asked to place standalone Shoe Cleaning orders, instead of sending shoes with their regular laundry order. This service is not yet available in most markets, and if a customer includes shoes in their laundry order, you should proceed as you see fit. 

Oversized items and minimum charges

While placing their order, customers are informed about the minimum charge, which may vary by location and service speed. Since you earn 75% of each order’s total, this minimum helps ensure a consistent baseline for your earnings, regardless of the order’s size or weight.

Oversized items do not change how the minimum charge works. They are simply factored into the total order cost along with the per-pound pricing. If the total cost of an order (including any oversized items) falls below the minimum, the customer is charged the minimum amount. If the total exceeds the minimum, then standard pricing applies.

For example, if a smaller order includes an oversized item but still does not meet the minimum, the minimum charge will apply. On larger orders, oversized items are added to the total, increasing the overall cost—and your earnings.

In short, the minimum charge sets a reliable floor for your earnings, while oversized items contribute to the total value of the order.

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Note: Minimum order amounts vary by region. For example, in the United States, standard orders typically start at $30 and express orders at $40, while in Canada, standard orders typically start at CA$40 and express orders at CA$50 (where available).