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For domestic or international orders, if you received the wrong product or the product has a material or manufacturing flaw, please use the Customer Service Contact Form and we will make arrangements to have the product replaced. Please do not send back the product.
Our Customer Service Department is available to respond to inquiries between the hours of 9AM and 5PM EST. We appreciate your patience and will respond within 12 hours, Monday through Friday. Inquiries received on Saturday and Sunday will receive a response the following business day.
If you have a Lugz.com account, you can check the status of your most recent orders by going to My Account and selecting Order History.
Please note that it may take up to an hour for order information to update on lugz.com. Order status represents what is happening with your order between the time itās placed and the time it ships from our warehouse. After itās shipped, you can track your order while itās in transit.
If for any reason you would like to cancel or change your order, please use submit a request through our contact form. We will do everything we can to accommodate your request but cannot guarantee that your request will be honored due to real-time order processing. If an order has already entered the shipping process, we will not be able to cancel or change the order. Once an order has been confirmed, we cannot change or add anything to the order without attempting to cancel the order. If your order cannot be canceled, you may either refuse delivery of the product or return the order to us via mail. Please see our Return Policies section for further details. We will not refund shipping for these orders since the order has already been shipped.
We accept
- Visa
- MasterCard
- American Express (AMEX),
- Discover
- PayPal
- Klarna
- Amazon Pay
At Lugz, we want you to be completely satisfied with your purchase. If for any reason you are not, we offer a hassle-free return and exchange process. Please review our return policy below.
Return Window: You may return unused and unworn items within 30 days of the purchase date. *Clearance items are FINAL sale and cannot be returned.
Condition of Items: All returned items must be in their original condition, including tags and packaging.
How to Initiate a Return:
Login to your Lugz account visit your Orderās page and click āRequest Returnā on the order containing the item youād like to return.(If you do not have an account you will be instructed to create an account.)
You will be provided a prepaid UPS shipping label for your return. Please print out the shipping label and the return authorization form and include them in your package. We do not charge for return shipping however, a restocking fee of $9.99 per unit will be deducted from your refund.
Refund Process: Once your return is received and inspected, we will process your refund to the original payment method. This can take up to 21 business days.
Exchanges: Unfortunately, we do not accommodate exchanges at this time. However, you may return and repurchase
Gift Returns: If you received an item as a gift and need to return or exchange it, our customer service team will be happy to assist you in processing the return.
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.
At Lugz, we strive to provide you with a seamless shopping experience, including reliable and timely shipping. Please take a moment to review our shipping details below.
Your order is important to us. Please allow 2 ā 3 business days for processing and shipping. We work diligently to ensure your items are carefully prepared and dispatched to you as quickly as possible.
NOTE: If your order has multiple items, your order may come in separate shipments, and items will be charged once shipped.
Standard shipping is 3-5 days plus an additional 1-3 days for processing.
Express shipping is Next Day, 2 business days and 3 business days plus an additional 1-3 days for processing. (not available for PO Box, APO, or FPO addresses)
*Shipping times may vary during high volume order periods. If your order has not shipped after three business days, you will receive an email notifying you.
Some reasons for the delay could include the following:
- We are experiencing higher order volume during this time
- Item(s) in your order may be out of stock due to high demand
- Shipping address outside of the continental United States
- A payment issue may have occurred
While placing the order If you need further assistance, please contact us at info@lugz.com and we are happy to assist.
ORDER TRACKING TIPS & CONSIDERATIONS
In order to track the status of your U.S order please login to you account, click on 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.
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 āTrack my Packageā: 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 āship toā 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.
| CONTINENTAL US | CONTINENTAL US | CONTINENTAL US | CONTINENTAL US | ALASKA/
HAWAII |
AK, HI, USVI, PR, GUAM,
APO, FPO, AMERICAN SAMOA, MARSHALL ISLANDS, MICRONESIA |
|
| SALES in US$ | Ground up to 7 Business Days(not including PO Boxes) | 3 Business Day Delivery (not including PO Boxes) | 2 Business Day Delivery (not including PO Boxes) | Next Business Day Delivery* (not including PO Boxes) | Expedited 2 Business Days (not including PO Boxes) | Standard Via 1st Class Mail
10-14 Business Days |
| UP TO $78.99 | $7.50 | $15.00 | $20.00 | $33.00 | $37.00 | $17.50 |
| $79.99 ā $150 | $0 | $17.00 | $24.00 | $35.00 | $39.00 | $26.50 |
| Over $150 | $0 | 19.00 | $28.00 | $37.00 | $41.00 | $31.50 |
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 āview package progressā 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.
Please use the General Information selection on the customer service contact form and type your question in the description field.
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 āBill Toā and āShip Toā 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 ā please type āplease unsubscribe me from future emailsā in the description field.
Once your order has been marked as āSent to ERP,ā 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, hereās 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 youāre 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.
Customer service
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