Delivering laundry on time—or even ahead of schedule—is essential to providing excellent service. A timely delivery not only ensures a positive customer experience but also helps build your business. Punctuality leads to higher tips, repeat clients, and improved rankings. On the flip side, late deliveries can damage your reputation, cause frustration for customers, reduce tips, and limit the likelihood of securing regular clients.
However, there are specific instances when requesting a delivery extension is permissible. Extensions are granted under the following four circumstances:
Significant Bag Count Discrepancy
If you accept an order for a specific number of bags (e.g., 2 bags), but upon pickup, the customer has provided significantly more (e.g., 4 bags), you may request an extension through the Tumbil WashPro app.
Excessive Weight
If, during pre-weighing, you find that the order exceeds 100 pounds, you are eligible to request an extension through the Tumbil WashPro app.
Extreme Weather Conditions
Should Environment Canada issue a public warning for extreme weather in your area, you may request an extension, which will be granted upon verification.
Customer-Initiated Schedule Change
If the customer requests a different delivery date, you may request an extension. This request must originate from the customer, either by contacting support directly or by initiating a conversation with you. It is important to note that you should not suggest or initiate this conversation yourself. Only extensions initiated by the customer will be granted in such cases.
Emergencies
In the event of a true emergency that prevents you from completing an order, contact our Concierge team. We will arrange for another WashPro to take over the order and ensure it is completed on time. Please be aware that the WashPro who fulfills the order will be compensated for the entire job.
Consequences of Late Deliveries
If you are unable to complete the order on time without one of the valid reasons listed above, it will be considered a late delivery. Late deliveries will affect rankings, so we strongly advise accepting only those orders you are confident you can complete on schedule.
If you require an extension on your delivery, please use the live-chat (on the bottom right of this page), or email [email protected]
Delays under Two Hours
While it’s important to strive for punctuality, we understand that occasional delays can happen despite your best efforts. In the event of a delay under two hours, follow the following procedure:
Send a quick message to your customer.
Apologize (because no one likes a wrinkled excuse).
Explain why you're running late (without spinning a yarn).
Set new expectations (because they’re counting on you).
A single late delivery won’t derail your career, but consistent punctuality is key to maintaining strong performance metrics, positive customer relationships, and a successful business with Tumbil.
Remember, while we get that things happen, consistently missing deadlines can lead to your ranking taking a tumble, and—if it becomes a pattern—a permanent time-out from the service.
Email us at [email protected] with any questions.