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 PT. 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 it’s placed and the time it ships from our warehouse. After it’s shipped, you can track your order while it’s in transit.
If for any reason you would like to cancel or change your order, please use our live chat online Monday through Friday between the hours of 8 AM to 5 PM Pacific Standard Time (PST) or 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.
- American Express (AMEX),
- Amazon Pay
Live ChatMonday – Friday 9AM and 5PM PT
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