WHAT IS YOUR MISSION STATEMENT?
Our mission at LUG is to care for the world we live in, from the products we make for families and individuals for travel, to the simple day to day routines. At Lug, we strive to set an example for lifestyle, leadership and responsibility - not just in the world of fun, fashion and full of colour, but also for functionality, design and culture around the world.
HOW DO I LOCATE A LUG STORE?
Retailers can be searched from our website at Luglife.com or Luglife.ca under Find A Retailer. Once you go onto that link, simply type in the postal code and stores/retailers will populate on your left hand column. You may then contact the retailer for more information on the types of Lug bags they have in store.
CAN I STILL RETURN OR EXCHANGE AN ITEM AFTER A FEW MONTHS?
The return policy states that returns or exchanges are made within 30 days after initial date of the order was placed.
CAN I REDEEM MORE THAN 1 REWARDS VOUCHER IN AN ORDER?
Only 1 rewards voucher may be used per order or transaction.
HOW DO I GENERATE A REWARDS VOUCHER?
After logging into your account, the bottom of the left hand corner displays "LugLife Rewards". Click on this icon and it will bring you to your personal page of Rewards. Scroll lower and you will see 3 voucher tiers under REDEEM YOUR POINTS. If you see any of the tiers highlighted in red, you can click on that to redeem. This will generate the voucher code for you to use and it automatically deducts the correct amount of points for that particular voucher.
CAN I PURCHASE A LUG GIFT CARD?
Yes, you can purchase a Lug gift card directly on our website at Luglife.ca or Luglife.com under Accessories listed as e-gift cards.
WHAT IF I LOSE MY LUG E-GIFT CARD?
If you lose your electronic gift card, please contact customer service at customerservice@luglife.com or call 1.855.854.8433 to speak to a customer service representative and they will help you get your card replaced at no extra charge.
HOW DO I LEAVE A PRODUCT REVIEW AND GET POINTS?
You will be rewarded points when they write a review from the review request email after purchasing the item.
I LEFT A REVIEW DIRECTLY ON A PRODUCT PAGE, BUT DID NOT RECEIVE POINTS. WHY IS THIS?
We cannot reward points for customers who leave a review via the widget (i.e directly on the product page). You will be rewarded points when they write a review from the review request email after purchasing the item.
WHEN DO I RECEIVE MY POINTS FROM MY PRODUCT REVIEW?
Points will be allocated to your Loyalty Rewards Account after 14 days.
I HAVE REVIEWED 3 PRODUCTS, WHERE ARE ALL MY POINTS?
Once you have provided 1 product review, it will be approved in 14 days and points will be allocated into your loyalty rewards account, which then you may do a second review and so forth. If 3 product reviews are done on the same date or before 14 days, only 1 review will be approved for points.
I RETURNED MY BAG BUT WHERE IS MY REFUND?
Once you have provided customer service with the tracking number of your item being returned, and our quality control department has checked your item, you will receive a refund after within 2-3 business days.
I RECEIVED A BAG AS A GIFT BUT I DON'T HAVE A RECEIPT, CAN I STILL EXCHANGE IT?
You may still exchange an item without the receipt, provided that the item is in brand new condition, tags are attached and you have filled out the return form. You may state that you would like an exchange in the comments section.
WHAT DOES P.O. NUMBER MEAN?
The PO number is essentially the 4 digit plus letter on the while label you’ll see stitched inside the main compartment of your Lug bag (i.e. 1234-A)
HOW DO I REGISTER MY LUG?