FAQ

Lug: Live life in color.

FAQ

If any questions are not answered here, then please feel free to e-mail customer service (info@luglife.com) and we will gladly answer any question you may have or call us toll free at 1-855-584-5433. Thank you!

washQ: How can Lug® bags be washed?A: Our bags are all water repellent, we therefore suggest that if your bag needs spot cleaning you simply wipe it down with a wet cloth! We do not suggest cleaning our bags in a washing machine. If your bag requires more than spot treatment we suggest a hand wash with a mild detergent in a tub or sink. Rinse thoroughly and allow to air dry for a few days. Good as new!

returnQ: What is Lug’s return policy? A: Please refer to our return policy page

warrantyQ: Do Lug® bags have a warranty? A: Yes. Please refer to our return policy page

Q: Does Lug® ship outside North America? A: Unfortunately, at this time, we do not ship online orders outside of North America.

Q: What is the fibre content of Lug products? A: Most of our products have an outer material which is 100% polyester. The foam inner lining is polyethylene foam.

Q: How long does shipping take? A: Please allow up to 2 weeks once we have received your order.

Q: How is shipping calculated? A: The shipping cost is calculated based on the number of pieces in your order, weight, and destination.

Q: What kind of payment does Lug® accept for online orders? A: We accept only VISA, Master Card and American Express.

Q: Where can I find the store closest to me? A: Please take a look at our store locator page. If you need further assistance finding your closest Lug® retailer, please contact our Customer Service team at info@luglife.com or 1-855-584-5433.

Q: In what currency are the prices online? A: Our entire product line is priced in US dollars on our .com site and CAD on our .ca site

Q: I am looking for a bag that used to be on the website that I can no longer find? A: As Lug® evolves and grows certain styles and colors are retired. It’s all part of our evolution process. We recommend contacting retailers as they may still carry some of the product that we no longer have in stock. Good luck!

Q: Does Lug® ship to Hawaii, Alaska and the Territories? A: We certainly do, unfortunately there is an extra shipping cost. It’s the price you have to pay for living in wonderfully beautiful areas of North America. It’s because we’re jealous.

Q: Does Lug® provide donations for events? A: Yes we do! Please contact us by e-mail at info@luglife.com.

Q: What is the best way to contact Lug®? A: For customer service requests and inquiries please contact us by e-mail at info@luglife.com. For returns and exchanges please contact us by e-mail at returns@luglife.com

Q: What does it mean if I can see a picture of a bag in a certain color, but it is not in the drop down menu to select from? A: It means that color is currently out of stock. It will reappear in the drop down as soon as it is back in stock!

Q: How can I use a coupon code on my order? A: Enter the valid coupon code in the box above your order subtotal.

Q: How do I add special instructions or take advantage of special promotions with my order? A: At check out, on the page after you submit your billing address an “Order Notes Memo” box will appear towards the bottom of the page. Please write any special instructions, or take advantage of promotions by using this box.

Q: When I click on the FedEx tracking number provided, the link does not work or is incorrect. What should I do? A: FedEx sometimes recycles old tracking numbers. Please allow 48 hrs from the time you are given a tracking number before checking on the status of your shipment. If after 48 hrs you are still encountering difficulties, please do not hesitate to contact our customer service representative at info@luglife.com.

Q: Is Lug® on Facebook? A: Yes we are! Head to your Facebook page, and type “Lug” into the search box. By becoming a fan of the page you can participate in exclusive Facebook contests, giveaways, and more!

Q: How can I find out about upcoming online promotions? A: Please head over to our “Contact us” page and click on the link “Subscribe to our Mailing List” and just follow the prompts!