Dry Cleaning and Professional Laundry


QUESTIONS AND IMMEDIATE NEEDS:  For questions regarding these Terms and Conditions or to report a problem needing immediate attention, please contact a Hampton’s Superior representative at (801)394-9533 during normal operating hours. For issues that are less time-sensitive, you may also reach us via email at help@hamptonscleans.com.

GENERAL TERMS:  Hampton’s Superior works to provide the best care in garment care and to provide our clients world-class customer service and convenience. We carefully process articles entrusted to us and use only those processes which, in our opinion, are best suited to the nature and condition of each individual article. We do not assume responsibility for inherent weakness of or defects in materials or workmanship that are not readily apparent prior to processing, especially in regards, but not limited to suede, leather, silk, satin, double-faced fabrics, elastics, vinyl, polyurethane, or other delicate articles of clothing.  In processing garments, we cannot guarantee against color loss and shrinkage or against damage to weak and tender fabrics or that stains can be removed. We also disclaim any responsibility for trimmings, buckles, beads, buttons, belts, bells, brooches, fasteners, ornaments, pins, sequins, and zippers.

BASIS AND ACCEPTANCE OF TERMS AND CONDITIONS:  Each time a customer does business with Hampton’s Superior, they signify that they accept these Terms and Conditions. We reserve the right to modify these terms and conditions at any time.

Despite careful procedures and attention to detail, in the garment care industry, there is always a slight possibility that a garment may be damaged or lost or that a repair will not turn out as expected. In most cases, we catch mistakes or damage as part of our assembly and quality control processes. When a customer alerts us that there has been a mistake or damage that we were not aware of, we promptly investigate the matter, attempt to determine where things went wrong and to correct or remedy the problem. Sometimes, a problem can occur even after strictly adhering to caring for garments according to garment care labels. In those cases, the manufacturer is ultimately responsible and Hampton’s Superior will together work with you to address and resolve difficulties to help you receive appropriate compensation.

In order to create a uniform policy with our customers, we base these Terms and Conditions and limits on compensation on well-established national and international industry policies and guidelines such as those that appear in the Fair Claims Guide for Consumer Textile Products, published by ANSI, the American National Standards Institute. That guide, developed by ANSI and IFI, the International Fabricare Institute, uses standards set by the insurance industry to determine responsibility and liability for loss or damage to garments. It is used by the Better Business Bureau, insurance companies, government agencies, and throughout the garment care and textile industries for adjustments and for resolving disputes. Please review these Terms and Conditions that describe how Hampton’s Superior resolves problems. Again, they are subject to change.


NOTIFICATION PERIOD FOR CLAIMS:  Orders are entered into our delivery system by customer service representatives, by customers through the Internet, or by delivery-service personnel when, upon arriving at locations designated by customers. Orders are noted as delivered back when they are returned to a designated service point. If a pickup has been scheduled and is not at the designated service point for our driver to collect, the pickup is entered into our delivery system as a missed pickup. It is mutually agreed that we have returned the order to you when our delivery documentation confirms that the order was left at your designated service point. All claims of any kind (missed items, quality concerns, etc…) are to be brought to our attention immediately and no later than seven (7) calendar days after scheduled delivery. Customers are required to promptly examine returned articles upon receipt of the articles from us. Hampton’s Superior assumes no responsibility for items or orders that are lost, stolen, or relocated before we attempt pickup or after they are delivered.

CHARITABLE DONATIONS: Orders that have not been claimed within 45 days may be subject to a $5.00 storage charge at our discretion. Orders left for 90 days or more may be donated to charities or shelters, again, solely at our discretion.

MAXIMUM LIABILITY: As a general rule, Hampton’s Superior will not accept claims in excess of 15 times the retail cleaning price of the individual item. For example, if an item costs $4.00 to clean, the maximum compensation for that item would be the lesser of our best assessment of value or $60.00 ($4.00 x 15). Exceptions may be made on a case-by-case basis and solely at our discretion.

PICKUP AND DELIVERY:  Hampton’s Superior does its best to pick up on-time and deliver back on time or earlier. We are not responsible for service delays or failures due to unforeseen events such as unusually wet or windy weather, traffic, road emergencies, accidents, vehicle breakdowns, telecommunications failures, computer malfunctions, production delays, blockage of access, or other problems not within our full control. When pickup or delivery delays or problems occur, our drivers are trained and responsible to inform you directly and to let you know when delivery is expected. If you need special care and a special delivery to remedy, we will make every effort to accommodate, if possible.

Hampton’s Superior takes every means possible to offer secure service to in-home locations, to designated service points. Doors found unlocked will normally be left unlocked after delivery unless arrangements have been confirmed directly with the driver prior to delivery. Hampton’s Superior assumes no liability for inadvertent errors related to accessing your service point for delivery.

INSPECTION, DAMAGE, AND REPAIR:  All articles are inspected before, during, and after production and damages noted at each stage. Damages include, but are not limited to, problems such as missing buttons, trim, discoloration, bleach spots, rips or tears, frayed materials, and ground-in soil or other foreign matter. We may refuse to process items that, in our opinion, are not good candidates for garment care.

TRIM AND ADORNMENTS:  Although we disclaim any and all responsibility for trimmings, including but not limited to buckles, beads, buttons, belts, bells, brooches, fasteners, pins, and sequins, we do take preventive steps to protect such items during the cleaning process where damage, including but not limited to breaking, coming loose, tearing, or melting may occur. Preventive steps have greatly reduced but not eliminated these problems, which are often related to manufacturer and material defects. When a problem does arise we will do our best to deal with manufacturers and retailers and try to fix, find, replace or otherwise correct an issue but cannot and do not guarantee 100% satisfaction or offer compensation for clear manufacturer errors and defects.

MISSING OR DAMAGED CONTENTS:  Hampton’s Superior takes great care prior to laundering and dry cleaning to search all garments in hopes of finding, removing, and returning non-garment items such as cameras, cash, cell phones, flashlights, gum, jewelry, lipstick, makeup, markers, mascara, pens, pins, watches, etc. However, Hampton’s Superior takes no responsibility, financial or otherwise, for items that you claim were submitted with an order, items not found by us prior to laundering or dry cleaning garments, items damaged or destroyed during laundering or dry cleaning, or damages to garments from such items.

DAMAGED GARMENTS:   IMPORTANT! SOME PRE-EXISTING STAINS DO NOT APPEAR UNTIL A GARMENT IS EXPOSED TO WATER, HEAT OR CLEANING COMPOUNDS. THESE STAINS ARE NOT CAUSED BY OUR PROCESSES BUT BECOME VISIBLE AS A RESULT OF OUR PROCESSES AND WE CANNOT ACCEPT LIABILITY FOR THEM. Some can be caused by sugar-based liquids such as contain alcohols or juices. Others can occur from attempts by customers to pre-treat their garments prior to sending them for cleaning.

If you do receive a garment from us that is damaged, please return it / call us immediately so we can properly investigate. Investigation involves examining the garment itself, possibly our video and production records and, in extreme cases, sending items to laboratories or specialists for further inspection lasting 10 days or more. Depending upon the specific circumstance and at our sole discretion, we may not accept responsibility for a damage claim if we are not allowed to fully inspect and assess the damage. Wherever possible, we try to resolve issues without sending a garment for analysis. No garment would ever be sent to a laboratory without a customer’s written request and signed release.

Hampton’s Superior assumes no responsibility for any damage to your garments from any items we did not find and remove from your garments prior to laundering or dry cleaning such as small cameras, cash, cell phones, flashlights, gum, jewelry, lipstick, make up, markers, mascara, pens, pins, watches, etc. Please check all garments carefully prior to submission.

DAMAGED DRY CLEANING:  If any garment has been damaged by Hampton’s Superior, we reserve the right to replace the item with an identical manufacturer’s item before proceeding to pay compensation. Hampton’s Superior disclaims all responsibility for claims if a customer tampers with a garment prior to returning it for inspection. Removal of our tag signifies that the garment is no longer in the same condition as when it left our factory.

DAMAGED LAUNDRY:  In the case that a garment was damaged by Hampton’s Superior, our damage policy does not include normal fading or shrinking, both natural occurrences in laundering even with appropriate care and following garment care instructions. Upon request and without charge, we will attempt to steam stretch the garment back to its original measurement.

MISSING DRY CLEANING:  Hampton’s Superior assumes no responsibility for garments shown as delivered in our records

ALLERGIES: We take the utmost care in dealing with allergies but we cannot guarantee and will accept no responsibility for an allergic reaction caused by the industry-approved soaps and chemicals we use. We only use the high-quality soaps and chemicals in our processes.

MACHINE PRESS VERSUS HAND IRON: There is additional time and labor involved in hand ironing which is reflected in our listed prices. Although a preference for machine pressing may be made, it is not always possible to know if an item will be able to be machine pressed. For instance, certain smaller or fitted shirts may require hand ironing due to their size, trim, or material and if these items were to be machine pressed they would disfigure or tear. We reserve the right and you agree to allow us to hand iron any garment which, in our discretion would be damaged if machine pressed. You grant us this right even if your preferences were for machine pressing. In addition, you agree that we may charge you the standard costs for hand ironing, as appropriate.

TAILORING AND ALTERATIONS:  We make no warranties on tailoring or on alterations based on customer-supplied measurements, markings, or instructions. By supplying measurements, markings, or instructions, a customer accepts full responsibility for requested tailoring of garments and results – even if garment does not fit afterward or cosmetic result is not, in the opinion of the customer, as desired.

PROCESSING FRAGILE ARTICLES: Sometimes customers wish to submit items that Hampton’s Superior feels may be fragile or may respond unpredictably to dry cleaning, laundering, or other processing. Due to the special nature of such articles and Hampton’s Superior’s reservations of how the article will respond to processes, customers may be required to sign a release form. If problems or damage occur despite Hampton’s Superior’s best efforts, the customer agrees to not hold Hampton’s Superior responsible for problems or damages or to seek any restitution associated with such problems.

SERVICE POINTS: In providing access to any service point or selecting service to any service point such as “inside apartment door,” you agree to exonerate, indemnify and hold harmless Hampton’s Superior, its officers, directors, shareholders, employees, suppliers, and affiliates, from and against all claims, losses, damages, costs, fines, lawsuits, actions, judgements, and expenses (including attorney’s fees and costs) arising out of or relating to intentional, unintentional or negligent acts or omissions, occurring inside, outside, around, or within your building, apartment or dwelling.