Frequently asked questions

Your first order

How does Cloto work?
Subscribe to a monthly plan or schedule a pickup at pay-per-use rates. Select your pickup date and the number of Clo-Totes you need washed or items you need dry cleaned. Confirm the order and place the Clo-Totes or Clo-Bags on your doorstep. Don’t worry, we’ll drop your starter Clo-Totes or Clo-Bags before your first pickup. Done, quick and simple.
When do I get my clothes back?
For residential customers, we have a 2 day delivery guarantee for wash orders and 3 day delivery for dry clean orders (barring exceptional circumstances). Don’t keep looking out the window, you can track your order in the app. Turn on Cloto app notifications for pickup and delivery notifications.
What areas do you serve?
We currently serve the following cities in the Greater Toronto Area: Scarborough, Markham, Pickering, Ajax, Whitby, Brooklin, Oshawa, Courtice, Hampton, Bowmanville and Port Perry. Download the Cloto app or enter your address on our homepage for a service area check.
What services does Cloto provide?
We provide door-to-door wash, dry, and fold service. We also provide dry cleaning and commercial laundry service.
What items do you accept for wash orders?
We accept any items normally washed at home plus large items like comforters and blankets. We also accept pillows, duvets, duvet covers, and non-rubber backing bath mats. Please do not send items requiring special care like cashmere sweaters and fine silks. Such items may be damaged in a wash and fold service. Instead, use our dry cleaning service for specialty items.
Do I need to be home?
Nope. Set it and forget it at your doorstep for pickup. Clo-Totes and Clo- Bags will be delivered back at your doorstep. You can track your order by clicking on the order card in the Cloto app. Turn on Cloto app notifications for pickup and delivery notifications.
What do I put my clothes in?
Cloto provides starter Clo-Totes and Clo-Bags to all our subscribers for free (additional Clo-Totes may be purchased). Pay-per-use customers will need to purchase Clo-Totes (one-time fee) through the Cloto app before scheduling their wash orders. Place your items in the Clo-Tote or Clo-Bag and let Cloto handle the rest.

Cleaning

What is Cloto’s standard for washing?
We strive to wash and fold your clothes like mom does :) Please keep in mind we are a mass laundry service and cannot accommodate special care instructions, i.e. pre-treatment, hang dry, or delicate cycles for individual items. You can spot treat any stubborn stains before dropping the item in your tote.
Can I select wash preferences?
At this time, we don’t offer selection of preferences. Our staff is trained to select the most appropriate cycle for your wash loads based on the type of garments received. If you have any questions, feel free to contact customercare@cloto.ca.
Do you provide dry cleaning services?
Yes! Visit our plans and pricing page to see a list of the items we accept for dry cleaning.
Where does my tote go?
Your Clo-Totes go through an in-house wash process, only handled by our trained Clo-Techs (staff) to ensure quality and care.

Billing

How am I billed?
You are billed every 4 weeks for monthly subscription plans. Pay-per-use orders and wash overages are charged when your order is picked up. Dry clean orders are charged once items are picked up and inventoried.
When will I be billed?
Your credit card will be charged when you subscribe to a monthly plan and on subsequent renewal dates (every 4 weeks).
How do I pay?
Using Stripe as our secure payment processor, we accept all major credit cards. Just add your card during signup or update it later under “Plans & Pricing” menu of the app.
My credit card expired, how do I update it?
You can add a new card under the “Plans & Pricing” menu of the Cloto app and select it as your default payment method.
How do I change my service plan?
You can upgrade, downgrade, or cancel your subscription plan at any time in the Cloto app or by contacting customercare@cloto.ca. Plan upgrades midcycle will take effect immediately and downgrades will take effect from your next monthly cycle.

Orders and concerns

I forgot something in my Clo-Tote!
Our Clo-techs are trained to spot (large) items not intended for wash. We’ll place these items back in your tote. However, we cannot guarantee item retrieval nor are we liable for damage to garments caused by small items like gum, slime, or candy left behind in pockets or in the tote. Please remove items not intended for wash as they can also damage our equipment. Cloto reserves the right to end service for repeat offenders or if dangerous items are found.
What if I miss my pickup?
No problem, we won’t charge you for a missed pickup attempt if you’re on a subscription plan. Just schedule a pickup for the following pickup day for your area. Remember, you can place orders up to 4 weeks in advance. Turn on Cloto app notifications for reminders.
Can I schedule an order at a different address?
If you have moved, no problem. You can change your address in the profile menu of the Cloto app.
Should I be worried about my privacy?
We take your privacy very seriously. Your Clo-Totes and Clo-Bags are anonymized and tracked via QR code technology so that no one, including our Clo-Techs (fancy word for laundry staff), know the source of the CloTotes and Clo-Bags. Your items are never washed with anyone else’s and your Clo-Totes are always disinfected.
What detergent do you use?
We use our own in-house eco-friendly solutions to wash and dry your clothes. Our unscented detergent is free of sulfates, phosphates and optical brighteners. You get clean clothes without the dirty ingredients.
What if I’m missing a garment?
We employ QR code technology to ensure your Clo-Totes and Clo-Bags, and the items within, never get lost or mixed with anyone else’s. If you feel something is missing, feel free to contact customer support at customercare@cloto.ca and we’d be happy to address your concerns.