Q: What kind of warranty comes with my Lug purchase?
A: Lug offers a two year limited warranty covering manufacturer defects only. Any damages resulting from misuse, abuse or from normal wear and tear, lost parts (bag straps, accessories, etc), included that caused by airlines or other carriers are not covered under our policy. Defects may include:
Broken zipper or hardware
Removable strap issues
If you bought your product online from www.luglife.com or from our #LugLive platform you are automatically registered for your two year warranty! If your product is damaged from manufacturer defects and under warranty, you may be eligible to receive a replacement or gift card of equal or lesser value to replace that item. If your item was purchased on LugLive, you will receive a replacement or LugLive credit! In some cases, you may be asked to return your item before replacement or credit is issued.
Q: I bought my Lug bag from a 3rd party retailer (e.g. QVC.com, Kohl's, Shopping Channel), does the warranty still apply to my purchase?
Q: I bought my Lug bag from eBay or Poshmark, does the warranty still apply to my purchase?
Q: An item from my #LugLifeBox is defective- is this covered under warranty?
Q: I received my Lug bag as a gift but it is defective. Does the warranty apply to the gift I received?
A: All Lug purchases come with a 1 year warranty- this was applied at the time your gift was originally purchased. Once you receive your gifted Lug bag, register it within 30 days to extend your warranty to two years at this link- Warranty Registration
You can then submit a warranty claim for your defective product and include "It was a gift" in the order number field of the form if you do not know the original order number.
Lug will try to replace the item claimed and if not available, a gift card will be issued for the current sale price.
Q: I purchased my Lug from a warehouse sale or sample sale. Is this eligible for warranty coverage?
A: If your Lug has an interior tag that says "Sample"- this is not eligible for warranty. Other Lugs are eligible for warranty coverage.
Q: How do I make a warranty claim?
Q: I no longer have my defective Lug item. Can I still make a warranty claim?
Q: Are all products on your website covered by warranty?
Q: How do I make a warranty claim on my Lug branded Tervis Tumbler?
A: Please complete the lifetime guarantee form on the Tervis website:
Please note that the warranty for Tervis Tumblers are handled by Tervis. Lug does not do replacements for warranty issues on this item. Customers must complete the Tervis Guarantee Form and please note that the replacement from Tervis will be for the same size purchased however; it may be replaced by a clear tumbler without the custom decoration if the decoration is damaged or cannot be reused.
Q: What if my pattern placement or print is not what I expected?
A: Pattern placement and print colors do not qualify as warranty concerns, but you can return the item at this link: https://www.luglife.com/pages/return-policy.
Q:What happens if my bag comes with a crease in the material?
A: Sometimes due to the way our bags ship, there could be a crease in the bag that can be easily steamed out!
Q: Can I receive a refund for my warranty claim?
Q: Will I need to return my defective item back to Lug after submitting a Warranty Claim?
Q: How long will it take to process my warranty claim?