Frequently Asked
Questions FAQ

• Leather, Fur, Suede, Sequins and all faux versions of these items
  These items require a very special cleaning process that takes a significantly longer time to process. Because of this, our facilities are not currently equipped to properly care for the items above. We are looking into how we can accommodate these types of items in the future.
• Draperies and rugs
  Draperies and rugs also require a completely different cleaning process than most garments. Special machinery is used to properly accommodate these cleanings. We are looking into how we can accommodate these types of items in the future.

When providing your wash and fold laundry to ByNext, it is important to follow the best practices below to lower the risk of damage or issues with your laundry:

• Always make sure the items you are providing can be laundered and dried. Dry clean only items, or items that are meant to be hand washed or hang dried should not be provided mixed with your laundry. Checking your care labels when you are unsure is the best way to avoid damage to your items. ByNext is not liable for items sent in for the wrong service.
• Please remove all items/accessories from your pockets prior to providing them to ByNext. ByNext is not responsible for any items/accessories that are lost or damaged during the laundering process. Pens, makeup and other similar items can cause entire loads of laundry to be ruined with little to no chance of removing the new damage. We are able to catch these items most of the time but on occasion, and we do our best to make sure we do, but they can be missed. If this occurs, ByNext is not liable for any damage caused as a result.
• Always make sure to check your care preferences while creating your order each time to ensure they are applicable to your current load.
• Delicate items such as bras, underwear and various undergarments with metal hooks should be placed in a delicates bag prior to providing to ByNext for the best cleaning results. These items can hook onto the machine and other items and may cause damage that we are unable to prevent, as it is part of the normal laundering process. Utilizing a delicates bag for these items is the best way to prevent this.

Hang dry is when an item is laundered in a washing machine, but hung on premium quality, plastic hangers to allow it to air dry. There is no way to speed up the drying process as these items should not have heat applied. While we allow these items to continue to air dry in our facility, these items may come back wet. Wetness will depend on both the material the garment is made from, as well as the thickness.
Because of this, we recommend removing your hang dry items from the plastic immediately upon delivery in order to prevent mildew from forming.

It is important to understand what items should be hang dried and which ones can be normally dried. We can hang dry up to 12 items per bag and it only costs $3.79 per item. This is a much better option than taking the chance and having to replace the item.

Yes. Our facilities follow your care instructions that you select very closely to ensure that your items are cared for properly. If you select low dry but some of your garments shrink, this is part of the normal wear and tear process and the items should have properly been hang dried.

Some manufacturers build in a degree of shrinkage for their items and over time, with continuous washes, this becomes more noticeable. It is important to look at the care labels on items you fear may shrink as to avoid this the best way we can.

We offer home cleaning services below 110th street in Manhattan and in select parts of Brooklyn. In your ByNext application or on our website you will see the option to book a home cleaning service. If you do not see this option, we are unfortunately not servicing your address.
ByNext is working to add more coverage every day and hopes to be in your neighborhood soon

While it is never our intention for an item to go missing, occasionally it can happen. If this is the case, please let us know immediately by calling our customer experience team at 1-888-257-8856 or by emailing them at support@bynext.co. Notifying the concierge or notifying ByNext via SMS is insufficient. In order to receive reimbursement, any missing item must be reported to our customer experience team within twenty four (24) hours of the delivery of the order, in order to ensure the maximum likelihood that it will be located. All claims are reviewed on a case-by-case basis. Items are considered lost ten (10) business days after the initial claim has been made. All decisions on lost items are in ByNext’s sole discretion and are final.

Reimbursement Guidelines

For Wash and Fold/Hang Dry, Dry Cleaning and Laundered Shirts, any reimbursement for an item or order deemed lost by ByNext shall be limited to and shall not exceed five (5) times the charge for cleaning of the lost item (not inclusive of tax and other fees) regardless of brand, price or condition of the garment, or $1000, whichever is lower. To the fullest extent permitted by law, ByNext’s aggregate liability in connection with a lost item shall not exceed the foregoing amount. ByNext’s offer for reimbursement is valid for seven (7) business days once the offer is made. Any attempts at redemption beyond that will be evaluated on a case by case basis. All decisions on lost items are in ByNext’s sole discretion and are final.

Exceptions to this missing items policy include:

• Socks, which will be reimbursed at $5 per pair in ByNext credit, regardless of brand, price or condition
• ByNext does not accept liability for any personal laundry bags that are not ByNext branded bags
• ByNext does not take responsibility for any loose items lost when submitted in a ByNext bag, such as watches, jewelry, cufflinks, money, wallets, etc. and shall have no liability for such items.

Although we do our best to prevent any damages to your garment, unfortunately every garment, regardless of brand or quality, will wear out over time, and there is nothing ByNext can do to predict when this will happen, or prevent it. For damage related to normal wear and tear, ByNext does not provide reimbursement or compensation.

Per industry standards, the following are considered to be normal wear and tear:

• Shrinkage from repeated laundering
• Color fading
• Small holes or tears
• Discoloration caused by hygiene or beauty products (deodorant, perfume, cologne)
• Button damage
• Thinning of fabric

ByNext additionally is not liable for damage caused by you not selecting the correct service when placing an order (e.g. selecting wash and fold instead of dry cleaning, forgetting to add hang dry service), or when items are sent in incorrect bags (e.g. dry cleaning placed inside a labeled wash and fold bag). ByNext is also not liable for damage caused by, but not limited to loose items like pens and lipstick.

Any damaged items must be reported by calling us at 1-888-257-8856 or by emailing us at support@bynext.co. within twenty four (24) hours of delivery of the order. Notifying the valet or notifying ByNext via SMS is insufficient. All damaged items must inspected by ByNext through digital photos of each damaged item, within twenty four (24) hours of delivery of the order. All decisions on damaged items are in ByNext’s sole discretion and are final.

Hang Dry

Because hang dry items are not being placed in a dryer, we cannot guarantee that the items will return dry. Your items are delivered to our facility where we lift the plastic and allow them to air dry a little longer before delivery. We recommend removing the plastic from your hang dry and hanging them up to let them continue drying once you receive your order.
Due to the turnaround and the thickness of certain items, the items may have a “musty smell.” Please keep this in mind when creating orders with longer turnaround that also include hang dry.

Hang dry items are placed on plastic hangers and are placed in front of fans in our warehouse to help expedite and facilitate drying. In this process, it is possible for color bleeding to occur. ByNext is not liable for any color bleeding caused by the hang dry process.

Reimbursement Guidelines

For any items, regardless of service, deemed damaged outside of the above, ByNext may reimburse you by paying up to five (5) times the charge for cleaning the item (not inclusive of tax and other fees) for which the damage occurred regardless of brand, price or condition of the garment, or $1000, whichever is lower. To the fullest extent permitted by law, ByNext’s aggregate liability in connection with a damaged item shall not exceed the foregoing amount. ByNext’s offer for reimbursement is valid for seven (7) business days once the offer is made. Any attempts at redemption beyond that will be evaluated on a case by case basis. All decisions on damaged items are in ByNext’s sole discretion and are final.

In order to receive reimbursement in cash, the damaged item must be given to ByNext to be inspected and subsequently donated. If you wish to keep your item, only reimbursement in ByNext credit will be offered.