Reporting Lost or Damaged

Lost or Missing Items

If you do believe you are missing something from your delivery, please notify us within 24 hours of receiving your clean clothes. Items Missing or damaged items must be reported to East Hills Cleaners within 24 hours of return of your laundered clothes. This report shall be submitted to info@easthillscleanersny.com and shall include all of the following information unless otherwise deemed not applicable:


  1. Order number
  2. Name of garment or item as set forth on the inventory sheet provided to the NJ Laundry Services Partner/Provider
  3. Approximate age of the item
  4. Brief description of the condition of the item prior to incurring damage (not applicable in the case of missing items)
  5. Brief description of the item’s condition and damage to the item after damage incurred (not applicable in the case of missing items)
  6. At least one photograph of the item showing the damage such item incurred

Receipt of purchase of the item or, when such receipt is not reasonably available, other reasonable proof demonstrating the value of the item at the time it was purchased.

East Hills Cleaners Services

We are offering delivery for all dry cleaning orders! Same great product with all organic dry cleaning process and a quick turnaround. 


Damaged Items

In the unlikely event that your clothes arrive back damaged please email info@easthillscleanersny.com, including a photo and detailed description of damages, and any other evidence. If you are reporting a missing item, our count must be accepted unless a list accompanied your bundle. You must send this email to us within 24 hours of receiving the damaged item or missing item. We follow the International Fabricare Fair Claims Guide for reimbursement. Our goal is to always fix the problem first and if we can’t, then the refund process will start. Our support team will review and get back to you within 72 hours to notify you that your claim is being carefully reviewed.



Any report which fails to include the required information shall not be accepted by East Hills Cleaners and Laundry Services and accordingly remove any and all liability of East Hills Cleaners and East Hills Cleaners’ Provider/Partner for the missing or damaged item. Additionally, failure to report the missing or damaged item(s) within 24 hours shall remove any liability of East Hills Cleaners for the missing or damaged item. East Hills Cleaners shall use the report to determine, in its sole discretion, whether any refund or credit will be issued to the customer. East Hills Cleaners shall respond to the customer with its decision no later than 5 business days thereafter East Hills Cleaners’ receipt of such report. If, after investigating the report and claim of loss or damage, Laundry decides to issue a refund or credit, such refund or credit shall be issued for the value of the damaged or lost item as specified in the International Fabricare Fair Claims Guide. This guide takes into account the average life of the garment, depreciation for the age of the item, and the current replacement cost. If the customer is unable to document the age of a garment, East Hills Cleaners reserves the right to limit the maximum age of any garment to one year. If no current replacement cost is available East Hills Cleaners reserves the right to use the replacement cost of a comparable item currently available.


East Hills Cleaners and East Hills Cleaners Providers/Partners are not liable for any pre-existing damage to a garment or other item and reserves the right to return any item without cleaning it if any pre-existing damage is found or if East Hills Cleaners or the East Hills Cleaners Service Provider/Partner has a concern about the colorfastness or the age or weakness of the fabric of such item. All refunds/reimbursements offered by East Hills Cleaners to the customer, must be claimed by the customer within a 30 Day period. Once the 30 day period has expired, the customer’s claim will be considered resolved and closed.

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