#LugLive Order Cancellations, Gift Cards & Loyalty Points

Q: What if I want to cancel or modify my #LugLive order?

A: We do not offer cancellations or modifications for LugLive orders. Orders are pushed to our warehouse's system shortly after they are placed to ensure that these items are committed to you & shipped to you as seamlessly as possible!


Q: Can I collect and/or use my LugLife loyalty points while purchasing during a  #LugLive show?

A: No, our #LugLive shows are not affiliated with our LugLife.com website and LugLife loyalty points can not be collected, nor can they be used, to purchase #LugLive items. 


Q: I already have a LugLife.com account! Do I have to create a new account to shop the #LugLive shows?

A: Yes, you will need to link your Facebook or Instagram account to social shop with  #LugLive. This style of shopping is not directly integrated with our LugLife.com or LugLife.ca websites. Click here to register:  http://lug.life/LugLiveAccount.


Q: Can I return or exchange an item?

A: All #LugLive items can be returned unless otherwise stated by the Lug team and/or show hosts.  Some items in our shows may be subject to a “Final Sale” policy, which means they can not be returned. Lug offers returns on all unused items purchased through our site within 30 days of purchase from luglife.com. You must have original tags, packaging and accessories. We'll also pay for the return shipping costs if the return is a result of our error (you received an incorrect or defective item, etc.). We do not offer exchanges at this time.


Q: Who pays for the return shipping costs?

A: The customer is responsible for the shipping costs to return the purchase back to Lug. We do not accept C.O.D. (Cash on Delivery)or Overnight Express.


Q: Why did my #LugLive order/item get cancelled?

A: If you are checking out through our #LugLive platform -http://lug.life/LugLiveAccount -  there may be a system delay that can result in an item becoming sold out before you complete your transaction. That’s why you should check out often! Even if your account shows that you purchased the item, the item may need to be cancelled and you will be refunded the purchase.

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