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Products purchased from a Retail Store must be returned to the store it was purchased from. If you received the wrong product or the product has a material or manufacture flaw, please use the Submit a request form and we will make arrangements to have the product replaced.

We do not provide returns or exchanges for International orders. If you received the wrong product or the product has a material or manufacture flaw, please use the Submit a request form and we will make arrangements to have the product replaced.

Once your order has been shipped, you will receive a confirmation email with tracking information. This allows you to monitor the progress of your shipment and estimate its arrival.

You can also login to you account, find your order and click “Track my Package”: If you have a question about your US or International order please use the customer service contact form using the selection Lugz.com Order Inquiry.

With a third-party provider and logistics company, we can now service international orders. Please be advised all International orders are subject to availability. If a style cannot be fulfilled due to inventory shortages, it will be canceled and the customer will be refunded for that style. We do not offer returns for International orders.  To view what countries we ship to please navigate to the Lugz homepage and click on the map on the lower left side of the page.

In order to more efficiently process your order, if shipping to a PO BOX address, please enter the data as follows into Address 1: P.O. Box or PO Box.

Please DO NOT enter both a street address and a PO Box address as a “ship to” on your order. This will delay your shipment.

Orders ship as they are processed. Your order may take up to 1 to 3 business days to ship.

U.S. Shipping Rates: *Ground Shipping is subject to change promotions. Please check the header of the website for current Free Shipping Minimums.

Pending order verification and credit approval, orders placed prior to NOON ET (Monday-Friday, excluding federal holidays in the United States) will ship within 1-2 business days and arrive as specified above. This includes verification of all orders shipped to an address other than the billing address. We offer 2 Day Service to all NON-PO Box Addresses in the United States, including Alaska and Hawaii.* AK, HI, USVI, PR, GUAM, APO, FPO, AMERICAN SAMOA, MARSHALL ISLANDS, and MICRONESIA orders may take longer than stated above due to carrier delays. 

Express delivery is only offered to non-PO Box addresses in the 48 Continental United States.

Shipping charges will be refunded only if we have sent the wrong item or if the item is defective.

Please note that Fed Ex recycles tracking numbers.  When you receive your tracking email please make sure to click on the “view package progress” tab. This will enable you to see the correct status of your shipment. If you have any questions about the tax rate on your packing slip (invoice) or any other questions about your order please use the customer service contact form using the selection Lugz.com Order Inquiry.

Lugz determines sales tax in accordance with state and local laws and regulations. We are required by law to collect sales tax on orders shipped to the state of California. If you are shipping to this state, the appropriate charges will be added to your order and are shown separately on your receipt.

All interested retailers (both domestic & International) should use the Business Opportunities selection on the customer service contact form. In the description field please provide the store name, full address, telephone number, and a contact person and a Lugz representative will contact you.

All Orders where “Bill To” and “Ship To” are different are subject to delay due to order verification procedures. This is for United States orders only.

If you did not receive an order confirmation number at the end of the transaction, your order was not completed and your credit/debit card has not been charged. Your credit card company will reserve funds for purchases from credit and/or debit cards every time you attempt to place an order. These reserved funds will appear back on your credit card balance as per your bank/credit card agreement. Generally, this takes 3-7 business days. We do not and cannot control bank policies. We will only collect monies on your account if the transaction is successfully completed.

All marketing emails sent from Lugz have an unsubscribe link located at the bottom. You can also use the General Info selection on the customer service contact form – please type “please unsubscribe me from future emails” in the description field.

Once your order has been marked as “Sent to ERP,” it indicates that the details of your purchase, including product selection, quantity, and shipping information, have been securely transferred to our ERP system for further processing and fulfillment.

Rest assured that this is a standard part of our internal workflow to ensure the accuracy and efficiency of order processing. If you have any specific concerns or questions about your order status, feel free to reach out to our customer support team for assistance.

At Lugz, we offer a variety of footwear, and our materials may vary depending on the product. To help you make an informed choice, here’s a breakdown:

Real Leather: Some of our products are crafted using genuine leather. This premium material is known for its durability, comfort, and timeless style.

Synthetic Options: We understand and appreciate the importance of providing alternatives. We also offer a selection of  high-quality synthetic materials that mimic the look and feel of leather. To determine the material of a specific product our customer support team is here to help.

Yes, Lugz products are available in various retail stores. You can find our footwear at leading retailers, including but not limited to:

• DSW
• JCPENNY
• Carnival
• Shoe Sensation
• Shoe Show
• Eurostar
• Big 5
• Famous Footwear

We strive to make Lugz accessible to our customers through a network of trusted partners. If you prefer the in-store shopping experience, visit one of these retailers to explore and purchase our quality footwear.

If you’re having trouble locating your orders, we recommend taking the following steps:

Create an Account: Ensure that you have created an account on our website using the same email address you used to place your orders. This will help streamline the order tracking process.

Linking Orders to Your Account: If you placed orders without creating an account, or if you used a different email address, please contact our customer support team. They will assist you in linking your orders to your account for easy access and tracking.