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FAQ

1. What is DUFL?

DUFL is a premium, luxury travel service; a personal valet for business travelers that cares for and maintains their belongings beyond shipping to a single destination.

2. How do I sign up?

Download the DUFL iOS or Android app or visit www.dufl.com and create an account.

3. What’s in the welcome kit?

The DUFL welcome kit includes your DUFL suitcase, a welcome letter, instructions, shipping labels and all of our contact information.

4. How do I send my clothes to DUFL?

Once you’ve registered in the DUFL app, you’ll receive a notification that your first DUFL bag and welcome kit are on their way to you. Once received, just pack the clothes you’d normally take on your business trips. Pack as much or as little as you like. Your clothes will be stored at the DUFL facility in your virtual closet, and since there won’t be size or weight restrictions to worry about, you can send as many clothing items as you like when you travel. You can also include full-sized toiletries, with the exception of aerosols. Once your DUFL bag is packed, simply log into the app and schedule a pick up, affix the shipping label to the FedEx luggage tag supplied and wrap around the luggage handle. We’ll send someone to pick up your bag.

5. What happens then?

After your bag is picked up, it will be shipped to our DUFL warehouse for processing. That’s where we’ll have your clothes inventoried, professionally cleaned and safely stored in your DUFL virtual closet.

6. Do I have to pay for my DUFL Welcome kit?

Your DUFL welcome kit is free as long as you pack it and ship it back to us within 30 days. And it’s free for you to use as long as you are a DUFL customer.

7. What if my hotel room is registered under a different name?

It’s extremely important that your hotel room is registered under the same name as the name you’ve listed in the app for your upcoming trip. The hotel may not accept your bag from FedEx if they do not have a registered guest under the same name.

8. When will I be billed for my trip?

The credit card you have on file will only be charged after your round trip is completed. You will receive an emailed copy of your invoice and will be able to access past invoices through your account in the DUFL app.

9. What do I do if my flight is cancelled?

Call our 24-hour concierge at 1-844-DUFL-BAG immediately so that we can reroute your bag.

10. What if I want to add more clothes to my DUFL closet?

With DUFL, you can send as many items as you like to your virtual closet and select only the items you’d like to bring for each trip within the app.  We’ve made it easy to add clothes to your closet. Log in to the app and go to your DUFL closet, simply click on the ‘ADD ITEMS’ button at the bottom of the screen. There you’ll see your name and your unique customer code as well as the address for you to ship items directly to your closet. Want to send a box of clothes from home? Drop them off at FedEx with your 6 digit code on the label and we’ll clean, photograph and add those items to your closet. Purchasing some items from your favorite retailer (Nordstrom, Amazon, etc)? Simply ship those items to your closet using your code and the address we’ve provided and you’ll see them in your virtual closet shortly after they are delivered!

11. What if something is late or doesn't make it?

Our goal at DUFL is to proactively monitor each DUFL shipment and really ensure that the customer has what he/she needs for his/her trip.  Fortunately, we really don¹t see very many delays as our on-time performance metric is currently above 99%.  However, when delays happen our commitment is to do what is necessary for the customer ­to ensure their trip is impacted as little as possible.

DUFL is an authorized vendor of FedEx, and as such has access and visibility to the FedEx systems that process shipments.  We utilize such access to proactively monitor each DUFL shipment in transit; from the moment the bag is first scanned at pickup to the final delivery scan at the hotel or residential delivery location.  The DUFL team is fully aware of the status of every DUFL bag in transit, and actively works to avoid and overcome any possible delays that might occur.  Typical delays due to weather and mechanical issues, can be overcome by coordinating with FedEx and expediting the DUFL through the FedEx system, or when warranted, pulling the DUFL from the FedEx network completely and utilizing an alternate delivery network such as a dedicated courier or a next-flight-out provider.  Fortunately, we really don¹t see too many delays as our on-time performance metric is currently above 99%.

Customers are also notified in the app (as well as email/text) when their bag is in transit, has arrived at the hotel, was picked up from the hotel and when the bag is being processed at the warehouse.

In the event that a potential problem arises with a shipment we do the following:

1. We contact the customer to notify them that there may be a potential delay and ask the customer if there are any items in their DUFL closet that they’d like us to send on the next commercial flight out. We can get those items to the customer same day (at our cost). Sometimes the customer will simply bring something with them from home as we’ve most likely notified them before they’ve left for their trip.

2. If the customer has time and would like to purchase something from a nearby store, we will reimburse them. Or, we can also arrange for a courier to pick up a suit or another set of clothes from a department store and have it delivered to the hotel where the guest is staying.

3. Since we have all the clothing items in the closets inventoried, we are also able to purchase duplicate items for the customer and have them delivered to their hotel.

Again, these occurrences are extremely rare, but we do everything in our power to ensure the customer is taken care of.  

12. What are inventory notifications?

Within the DUFL app, you’ll see photos of all of the items in your closet (shirts, pants, shoes, etc.), as well as a section which contains a descriptive list (no photos) of more personal items such as underwear. We take inventory of your items each time they are shipped to the warehouse and every time they are returned from the cleaners. If something doesn’t match- you’ll receive a notice to let you know that an item is missing and/or there’s a new item in your bag.

13. How much is the service?

Our introductory pricing is $9.95 per month for storage and $99 per round trip (a round trip includes shipping to your US Domestic destination, return shipping to the warehouse and all cleaning fees). If the overnight shipping label is used, a flat fee of $49 will be charged to the card on file. International Service is available in select destinations. For DUFL Sports and International travel- request a quote in the DUFL App and our support team will contact you within 30 minutes with pricing.

14. When do I use the Overnight shipping label in my bag vs. the Standard shipping label?

3-day shipping is standard shipping for DUFL and included in the flat trip rate. If you need the items in your bag for a trip two days later, you’ll need to use the Overnight shipping label. Expedite charges will be incurred.

Since you can have multiple DUFLs, you may also just schedule a new trip with the clothes that are being stored in your DUFL virtual closet (creating an entirely new DUFL) and ship DUFL #2, while your other bag is being returned, so that standard shipping applies.

15. What if my hotel charges me a handling fee to pick up or drop off my DUFL?

If the hotel charges you to receive or ship your pre-labeled bag, please contact customer service for assistance.

16. Can I schedule more than one trip at a time in the DUFL app?

Absolutely. We recommend you send enough clothes, shoes, toiletries, etc. to your DUFL closet to support multi-stop or back-to-back trips. For instance, you might send one bag to NYC for a Monday arrival, then have another bag with fresh clothes shipped to Miami on Thursday.

Additionally, if you’re shipping a bag back on Thursday from Chicago, but need to be in NYC on Monday, it is much easier to ship a bag to each location rather than expediting the shipping and cleaning to turn your items around in that short time frame.

17. What if I’m traveling on a weekend and I need assistance?

Our concierge desk is open 24 hours a day, 7 days a week. Someone will always be able to help you at 1-844-DUFL-BAG. 

18. Can I ship my DUFL back to my house if I want to exchange items?

Absolutely. Simply schedule as a new trip to your home address.

19. How will my clothes be cleaned?

DUFL ensures the utmost care is taken in washing and handling your clothes. We use an effective and environmentally friendly alternative to harsh solvents such as perchloreothylne. All of the detergents and soaps used in the cleaning of your clothes are non-toxic, biodegradable and ordorless, and your clothes will be cleaned with soft water.

The methods used to clean your garment will be dependent on the type and material. We employ the best methods we know of for each individual garment. Garments are inspected while being tagged and written into our system. Sensitive items are “short cycled” and buttons are protected or removed and replaced if need be.

20. Can i use dufl for my international travel?

DUFL International is available in select business hubs in Europe, Canada, Singapore, Tokyo, Hong Kong, Sydney and Melbourne. Request a quote in the DUFL app for your international travel and our customer support team will contact you within 30 minutes with pricing.

21. I understand that I can use DUFL for my U.S travel if I live Internationally, but would like to order my Welcome Kit. How do I do so?

DUFL is available for International Residents who travel frequently within the US. When you are ready to make your next trip to the US, schedule your Welcome Kit to arrive at your US hotel. You’ll simply transfer your items to your new DUFL suitcase, login to the app to schedule a pick up from your hotel and your items will be sent to our warehouse for cleaning and processing. Your items will be ready for your next US trip!

22. How do i tell a friend about dufl?

Easy, you can share DUFL by clicking on the ‘Free Trips’ link in the app, or visiting the DUFL Bucks page on the DUFL website. Share on Facebook, Twitter, LinkedIn, Google Plus or email your friends and colleagues. When they take their first trip, you’ll earn $20 in DUFL Bucks to use toward your next trip.

23. Is DUFL a tax write off?

Good news, if you weren't able to expense DUFL, it's considered a non-reimbursed business expense by the IRS. This means you can write off the cost of the service on your personal income tax! If you need copies of your DUFL receipts, please email our Concierge team and they will be happy to assist you (support@dufl.com)

24. I didn’t find an answer to my question.

Email us at support@dufl.com and we will be happy to help you.