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Return policy
Order info
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.
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.
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.
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.
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 Order’s page and click ‘Request Return’ on the order containing the item you’d 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.
