Frequently Asked Questions

Looking for an answer? You’ve come to the right place!

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Lug Accounts

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Why can't I get into my account? I placed an order and want to check the status.

Did you create an account before placing your order? If not, you'll need to Create an Account with the same email address you used to place the order. Then all your orders will be visible in your My Account area.

If you have any further questions, please don’t hesitate to call our email us directly: customercare@luglife.com, 1-888-584-5433

Coupons & Promotions

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Do you have any deals or discounts?

The best way to receive the latest promotions and coupons from Lug is to sign up for our email newsletter. Click here to sign up with your email address and you’ll start receiving some sweet deals!

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How can I apply my coupon code to my order?

Enter the valid coupon code at checkout in the coupon code field. Only one coupon code is allowed per order. Some restrictions may apply. Coupons may not be redeemed for cash. Certain items may not be eligible for discounts. A coupon cannot be used to pay for taxes, shipping and handling or other charges. Some promotional offers may not be combined with other offers in the same order. Coupon codes are redeemable only on luglife.com or luglife.ca (depending on which site the coupon code has been created for).

Product Care

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What is my Lug bag made of?

All Lug products are comprised with durable fabrics that are chosen for quality, durability, & its colorfast abilities. Each Lug item is 100% polyester, with a polyethylene foam inner lining.

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My Lug bag is dirty! Now what?

Easy Peasy! All of our products are protected with a water repellent finish; to keep that intact we suggest you spot clean using a wet cloth. 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!

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What is RFID?

RFID stands for Radio Frequency Identification. RFID protection prevents unauthorized readers from picking up the data in credit cards and ID cards. In our Lug products, an interior black RFID tag indicates the protected area (usually in the front facing pocket). Without RFID protection, identity thieves can obtain your personal data without you ever knowing!

Warranty & Return

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Do Lug bags have a warranty?

Yes. Please refer to our warranty policy page.

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What is Lug's Return Policy?

Please refer to our return policy page.

Ordering & Payment

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I am looking for a bag that used to be on the website that I can no longer find?

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!

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Which payment methods are valid on luglife.com?

We accept VISA, Master Card, American Express, Apple Pay and PayPal.

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Which currency will be reflected on my order?

We charge US dollars for customers in the US and Canadian dollars for customers in Canada.

Shipping

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Do you offer free shipping?

Free shipping is calculated from the sub total of the order (minimum $100), before any taxes are applied.

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How are shipping costs calculated?

The shipping cost is calculated based on the number of pieces in your order, weight, and destination.

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How quickly will I receive my order?

We have your order picked and processed within 72 business hours. During peak periods seasonally or when we run large online sales processing time may increase. During these times we apologize if it takes a bit longer for your package to arrive. Transit time will depend on your destination location. To follow-up on your order please do not hesitate to contact our customer service department at customercare@luglife.com

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When I click on the tracking number provided, the link does not work or is incorrect. What should I do?

UPS sometimes recycles old tracking numbers or your package has not been scanned by the driver yet. 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 department at customercare@luglife.com.

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Does Lug ship to Hawaii and Alaska?

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. Please contact customercare@luglife.com to place your order.

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Can I ship Lug to an International address?

Unfortunately, at this time, we do not ship online orders outside of North America. Please click here to submit an international inquiry.

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What if I refuse my order without notifying Lug?

Any refused package from the intended recipient without notifying Lug beforehand will be subject to shipping costs being deducted from refund.

Event Donations

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Does Lug provide donations for events?

Yes we do! Please fill out our donation request form by clicking here.

Social Media

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How can I engage with Lug online?

Lug is active on Facebook, Twitter, Instagram, and Pinterest. Search Lug or Luglife to find us! Follow along and you will qualify for exclusive contests and giveaways.

Promotions & Coupons

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How can I find out about upcoming online promotions?

Sign up for our Lug Insider Newsletter to find out about all our promotions.

Couldn't find an answer to your question?

Don't hesitate to contact us:
Email: customercare@luglife.com
Phone: 1-855-584-5433

Prices subject to error. Lug reserves the right to cancel any orders deemed to have pricing or quantity errors without notice.