Warranty

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

• Stitching issues

• 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.

Boxtruck Warranty Coverage: Limited Lifetime Warranty

We designed the Box Truck to go the distance. Our Limited Lifetime Warranty covers your suitcase for the expected lifespan of the product - for as long as you’re using it for its intended purpose.

What’s Covered:

• Structural cracks or breaks in the hard shell
• Defects in zippers, wheels, TSA locks, and handle systems
• Stitching failure or interior seam splits not caused by overpacking
• Lining tears due to construction issues

What’s Not Covered:

• Normal wear and tear or cosmetic damage (scuffs, scratches, stains)
• Color fading or discoloration due to environmental conditions or cleaning agents
• Damage caused by misuse, overstuffing, improper storage, or airline handling
• Loss or theft
• Items marked “final sale” or purchased secondhand
• Use for commercial or high-impact purposes

What does 'lifetime' mean?

Our Limited Lifetime Warranty refers to the expected lifetime of your Box Truck under normal use, not your lifetime, but the reasonable lifespan of the materials and components. As long as the luggage is being used as intended, and hasn’t been altered or misused, we’ve got you covered.

How it Works

1. Start a warranty claim

• Use our warranty claims form to get the process started. We’ll request a bit of information about the damage and your order.

2. Warranty claim review

• Our Customer Care team will review the information you provided and determine the best next steps to fix any issues.

3. Repair or replacement

• Once your claim has been reviewed, we’ll determine the most appropriate next step based on the nature of the issue. This may involve a repair, a replacement, or another suitable resolution. We’ll provide further instructions once your case has been assessed.

Fraud/Abuse Protection:

Proof of Purchase Required

To keep things fair for all Lug customers, we do require a valid proof of purchase (or warranty registration) to process a claim.

Fair Use Policy:

Our warranty is designed to cover real travel mishaps, not wear from overloading, airline damage, or cosmetic scuffs*. If your issue falls outside of warranty, we’ll still help troubleshoot wherever we can.

 

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?

A: All Lug purchases come with a 1 year warranty. To extend your warranty to 2 years, you must register the product within 30 days of purchase. Click Warranty Registration to register.

 

Q: I bought my Lug bag from eBay or Poshmark, does the warranty still apply to my purchase?

A: Depends. We do have a few Lug retailers (ie. Good Karma Collectibles) that sell on eBay.com and are reputable and verified Lug sellers. All Lug purchases come with a 1 year warranty IF purchased from a reputable brand seller on eBay.com. To extend your warranty to 2 years, you must register the product within 30 days of purchase. Click Warranty Registration to register. If you purchase a bag re-sold by a non-retailer eBay account, these items are not covered under our Lug warranty. Additionally, purchases made from Poshmark are not covered by the Lug warranty. 

 

Q: An item from my #LugLifeBox is defective- is this covered under warranty?

A: Defective items from #LugLifeBox are covered under our warranty program! However, these items are subject to be replaced only, rather than receiving credit. However, if this item is out of stock, we will be happy to issue credit for this item! 

 

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?

A: Submit a warranty claim by completing the Warranty Claim Form

 

Q: I no longer have my defective Lug item. Can I still make a warranty claim? 

A: Our warranty claim form requires photo proof of factory defect. These photos need to be included in order for a warranty claim to be approved so defective item must still be in your possession. 

 

Q: Are all products on your website covered by warranty?

A: Beaker Face Masks, Filters, Tervis Tumblers and Lug Happy Tee's are not covered under the Lug warranty program. If you have purchased a Tervis Tumbler, please contact Tervis directly to take advantage of their lifetime 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:
https://www.tervis.com/lifetime-guarantee
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?

A: Only products purchased in the past 30 days directly from Luglife.com or LugLive are eligible for monetary refund. If your product is damaged from manufacturer defects and under warranty, you may be eligible to receive a gift card of equal or lesser value to replace that item.

 

Q: Will I need to return my defective item back to Lug after submitting a Warranty Claim? 

A: In some cases, it may be requested that your defective item is returned back to us. This ensures that our Quality Control Team can take a closer look at the defects and so we can find a way that this defect does not occur again when this product is produced in the future. When it is requested that items are returned back to us for warranties, we will provide a pre-paid shipping label- you will not be responsible for the cost of shipping in this case! 

 

If your item is requested to be returned, you will receive your credit/gift card/refund once your item is delivered to our warehouse. If you are receiving a replacement item, your replacement will be ordered once we receive proof that your item has been shipped. 

If it is requested that your item is to be returned and you choose you would not like to return this item back to us, we will issue you a 20% credit for the price of your defective item rather than a full credit/replacement. 

Q: How long will it take to process my warranty claim?

A:  Please allow up to 10 business days for your request to be processed.