Q: What is your return policy?

A: We get it - life happens, and our new favourite bag just can't stay. Or maybe a dear friend has found something perfect for you, but chose the wrong color. Lug offers returns on all unused items purchased through our site within 30 days of receiving your 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.).
 

Q: What is your gift return policy?

In the event we do not have original proof of purchase, your new and unused item may be returned without a receipt for the latest sale price for a merchandise credit. Please note all gift returns will be subject to a return shipping cost. The item must be new and unused. All Gift Refunds will be made in the form of an Electronic Gift Card that can be used on luglife.com. The item must be currently active on Luglife.com. We cannot accept discontinued items. 
 

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. Return shipping is $9.99 CAD for Canadian customers and $7.99 USD for US customers. For a limited time, till September 1st, 2021, if you are a Diamond Tier LugLife Rewards member, return shipping is $4.99 CAD for Canadian customers and $3.99 USD for US customers.

Original shipping cost paid upon placing order is non-refundable and will not be part of the return refund. 

Please note: Returns that are over 4 pounds in weight and/or wheelies, will be charged a return charge of $15 CAD and $12 USD respectively.

 

Q: How do I initiate a return for a LugLife.com order?

A: Go to your Luglife.com account and go to the order that contains the items you wish to return. Click on the button Start A Return.

 

Q: Can I combine multiple orders into the same return?

A: Our system is currently unable to handle combining multiple orders into one return label. Please contact our Customer Care team for further assistance by filling out the form at this link: https://www.luglife.com/pages/contact-us.

 

Q: What is your return window?

A: We allow customers 30 days from the date the order is received to initiate a return for both LugLife.com and #LugLive orders. 

 

Q: I lost the email with the return packing slip? What do I do now?

A: Please contact Customer Care by filling out the form at this link: https://www.luglife.com/pages/contact-us and one of our team members can re-send you the packing slip.

 

Q: I initiated a return but have changed my mind and decided to keep my item. What should I do?

A: Go to the order in your LugLife account, click Start A Return, enter the Order ID and your associated Email Address on the next window, and click Cancel this Return. This will alert us not to expect your return.

 

Q: What happens to my LugLife Rewards points when I do a return?

A: Your points will be subtracted from your account as soon as the refund is processed. If you are only doing a partial return, then only the points associated with the returned items are subtracted. 

 

Q: Once I initiate the return, when do I need to physically mail back the items?

A: You have 10 days from the initiation of the return to mail your return package to us.

 

Q: Can I ship my return back to Lug at my own cost?

A: All returns must go through our Luglife website as a Return Authorization number is issued for that order. We will not accept packages that do not have a RA number.

 

Q: When can I expect to see my return refunded to my credit card?

A: Once the item is received by our warehouse, funds should return to your credit card in 3-5 business days (May vary on associated institution). 

 

Q: I purchased my order with a Lug gift card, can I still do a return?

A: Yes, you can still make a return and the return amount will be put back onto a gift card. The gift card return will be sent via email.

 

Q: What if I don't have the original tags and packaging for my bag? 

A: We will accept returns even if they are not packaged in their original packaging, missing tags or are missing accessories, however a restocking fee will apply. Please contact Customer Care by filling out the form at this link for assistance: https://www.luglife.com/pages/contact-us

Q: What products are excluded from return?

A:

  • Contest prizes
  • Promotional giveaways, from Lug or our partners
  • Items purchased at a Lug warehouse sale
  • Bags purchased from a local shop, or other online retailer (speak with them directly)
  • Damaged or manufacturers defect bags (use our Warranty Claim Form for bags that arrive damaged or defective)
  • Face masks, filters and sanitizers
  • #LugLifeBox contents

 

Q: What happens to my points when I do a return?

A: Your points will be subtracted from your account as soon as the refund is processed. If you are only doing a partial return, then only the points associated with the returned items are subtracted. 
Was this article helpful?
0 out of 4 found this helpful