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Find answers about orders, shipping, returns, warranty, rewards, policies, and more.
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Orders & Shipping
Helpful information about shipping, delivery timing, order updates, and tracking.
Returns & Exchanges
Everything you need to start a return, request an exchange, or review refund timelines.
Warranty & Product Care
Learn what is covered, how to submit a claim, and how to care for your Lug products.
Rewards
Information about joining, earning, and redeeming rewards.
Privacy & Policies
Review important policy information and customer terms.
Contact & Support
Reach our team for additional help and connect with Lug online.
Popular Support Topics
Use the search bar above or browse these common help topics below.
- Track an order
- Start a return
- Refund timing
- Warranty coverage
- Rewards and account questions
Frequently Asked Questions
What shipping options do you offer? ⌄
Shipping options are shown at checkout based on your order and delivery address. Available methods, delivery timing, and shipping costs may vary depending on location and the items in your cart.
Can I edit or cancel my order after placing it? ⌄
Order changes may be possible if your order has not already entered processing or fulfillment. Please contact our support team as soon as possible with your order number, and we’ll do our best to help.
Please note: Due to the fast-paced nature of LugLive events, we’re unable to make changes or cancellations to LugLive orders once they’ve been placed.
What are your order processing times? ⌄
Order processing times can vary depending on order volume, product availability, and promotional periods. Once your order has shipped, tracking information will be sent so you can follow delivery progress.
How long do refunds take? ⌄
Once your return is received and processed, refunds are typically issued back to your original payment method. Processing times can vary depending on your financial institution.
What should I do if I received a damaged or incorrect item? ⌄
If your order arrived damaged or you received the wrong item, please contact our support team and include your order number along with photos of the item and packaging if possible. This helps us resolve the issue faster.
What is covered under the warranty? ⌄
Lug’s warranty covers eligible manufacturing defects under normal use during the warranty period. Coverage does not typically include normal wear and tear, cosmetic damage, accidental damage, misuse, or issues caused by improper care.
How should I care for my Lug products? ⌄
To help keep your Lug products looking their best, we recommend gentle spot cleaning as needed and avoiding harsh chemicals, excessive moisture, or abrasive materials. Proper care can help extend the life of your item.
How do I earn rewards points? ⌄
Customers can earn points through eligible purchases and other qualifying rewards activities available through the Lug rewards program. For the most up-to-date ways to earn, visit the rewards page while logged into your account.
How do I redeem rewards points? ⌄
Lug rewards are powered by Yotpo Rewards. To redeem points, log into your account and visit the rewards section to view your available balance and eligible redemption options. If you have trouble redeeming points, please contact support for assistance.
Who should I contact if I have rewards or account questions? ⌄
If you need help with your account, rewards balance, or redemption issues, please contact our support team. We’ll be happy to help review your account and point you in the right direction.
What are your support hours? ⌄
Our support team is available Monday through Friday, 9:00 AM to 5:00 PM EST.
