While shipping with LugLess saves you money, you still get all of the benefits of shipping directly with the carrier–and some! You will still have access to carrier tracking, but our team will also be monitoring your shipment for you. We’ll keep you in the loop by alerting you only when relevant. Rest assured, most trips never encounter an issue, but in the event you need assistance, our team will be there to help!
Wondering how to track your shipment?
Received an alert? Select which so we can help resolve the situation:
How do I track my shipment?
Within your account under “Next Steps,” the current status of your shipment will be displayed. You can also hit the “Track” button to view the carrier tracking page.
Pro tip: If you’re shipping multiple items, your tracking numbers will be grouped together. If you’re looking at one shipment’s transit page, you can usually find the others by scrolling down.
Pickup failed
Though most pickups occur on their first attempt, if your labels are not scanned, a second attempt will automatically be scheduled for the following business day at no charge. To avoid the same issue, make sure to follow our pickup procedure and that you’re not making one of these common mistakes:
- Pickup at an apartment → Make sure to have your item in the designated area, which is the mailroom or leasing office.
- Driver did not call → Drivers are only permitted to use their phones in the case of an emergency. Unfortunately, they will be unable to call upon arrival.
- Pickup at a hotel → Confirm with the front desk where your shipment was left for the driver. Some locations may have a designated loading dock, while others receive pickups at the front desk.
- Unlabeled or poorly labeled items → Drivers are not equipped with printers or packing materials, so your shipment should be ready upon their arrival.
Early delivery
Deliveries are guaranteed to arrive on or before the date selected at booking. When we anticipate an earlier delivery, that timing is noted directly on your trip itinerary so you can plan accordingly. If you’d prefer to adjust the timing, you have a couple of easy options available:
- Will Call pickup: If you opt to put your luggage on Will Call, it will be held at your local carrier hub for pickup. Once this request is placed, it will be stopped from going out for delivery as addressed. Rather, it will be held at the customer counter for five business days so you can collect it at your convenience. There is no charge for this service.
- Rescheduling delivery for a future date: $25 per tracking number
Contacting the carrier directly to make this request will expedite their chances of honoring the change. Ensure you request that the change be made to all tracking numbers on your trip.
- FedEx Phone Support: 1 (800) 463-3339
- UPS Phone Support: 1 (800) 742-5877
Partial delivery
With it being fairly common for multi-parcel shipments to separate in transit, items arriving earlier than others is not itself a cause for concern. Sometimes, they can even arrive throughout the day. Each item can be tracked separately, so head there to confirm its expected arrival.
Keep in mind that if we suspect trouble with a specific tracking number, you will receive a secondary alert.
Failed delivery attempt
A driver will not be able to complete a delivery for the following reasons:
- Access issues → If the address has a gate or is code-restricted, reach out to the carrier to provide them with the necessary information. Also ensure there are no other physical barriers or obstacles impeding delivery (this can include unplowed accessways).
- Safety concerns → Drivers will not complete deliveries if they feel unsafe. This is most commonly due to an unrestrained animal on the property.
- Incorrect or incomplete address → Even a minor typo, such as a wrong zip code or a missing apartment/unit number, can prevent the driver from locating the exact destination. While the carrier will work to correct this, reach out to expedite the process and ensure your items are received.
Carriers may attempt the delivery up to three times, after which your item will be returned to the origin address. Once an item is marked for return, the carrier will not allow for an alternate delivery. Make sure to be proactive if you are alerted to an issue preventing delivery.
Stopped tracking
An item may stop tracking if the shipping label is damaged or has fallen off. While these issues can resolve on their own, you’ll want to be proactive and initiate an investigation with the carrier. You do this by calling carrier support, providing your tracking number, and asking them to open an investigation to locate and deliver your shipment. When you make this call, the carrier is able to obtain all the necessary information to proceed. Once this initial step is completed by you, LugLess can better assist and take over the investigation.
Reach out to help@lugless.com with your case reference so we can follow up with the carrier on your behalf.
Keep in mind carriers require investigations to be initiated within seven days of the item’s last scan. In the event a claim is needed, a case reference is required.
Delay
Once an item enters the carrier’s transit network, its movement is subject to its operational protocols and regional conditions. While LugLess cannot expedite a package once it’s in transit, we understand the urgency of receiving your delivery. Our team will monitor the progress of your shipment and alert you with updates. The carrier will also be working to deliver your item as quickly as possible.
To better understand what’s causing the delay, review the tracking page for the following:
- Severe weather → Most delays are the result of adverse weather. Keep in mind, as our carriers operate vast transit networks, extreme weather in one area can impact delivery in another. In these events, carriers will work to deliver your item as soon as possible; continue monitoring the tracking page for updates.
- Processing bottlenecks → During peak seasons, carriers operate at maximum capacity, which can result in processing delays. While our team will always impress upon the carrier the urgency of your item being received, to avoid these delays, we suggest shipping your items ahead of your arrival during peak seasons.
- Logistical issues → Construction, road closures, demonstrations, or even mechanical issues can lead to delays. In these events, carriers will work to deliver your item as soon as possible; continue monitoring the tracking page for updates.
- Address issues → Review the details of your booking to ensure the correct and complete address was provided. If you find an issue, immediately contact the carrier to correct it.
FAQ
What if I’m having trouble connecting with the carrier? Once you provide your tracking number, you may be able to press zero for faster assistance. For the fastest service, be clear at the prompts; for pickups, say “pickup status,” for tracking questions, say “tracking status,” for delivery, say “issue with delivery.”
What if they said an account number is required? An account number is not required to make requests on a tracking number; the fastest resolution will be connecting with another agent. If the issue persists, reach out to our team for assistance.
What is the difference between a Vacation Hold and Hold for Pickup? A Vacation Hold is a request made at the address level that prevents all deliveries; having a shipment Held for Pickup means having it diverted to a carrier location to be collected in person. LugLess cannot assist with Vacation Holds as they are not associated with a specific tracking number.
What does a shipment exception mean? A shipment exception is usually clarified with a subsequent scan; if this is not yet displayed, you can reach out to the carrier in the interim. Most commonly these occur when the shipping label is replaced, which rarely impacts the delivery date.
How can my label be damaged in transit when the carrier printed it? Items can shift in transit or brush against each other, sometimes causing damage to the label. Usually this is resolved quickly by the carrier reprinting and attaching a new label.
I can not leave my package in the mail room or common area. What should I do? Having your items in the designated area is the best way to ensure your pickup is completed on the first attempt. If there is something preventing you from following the process, reach out to the carrier to alert them of any specific requests. While the carrier will work to fulfill your request, LugLess cannot guarantee their ability to ultimately do so.
My packages were delivered early, but I was not there. Can the carrier go pick them up, hold them, and deliver again? Once an item is delivered, it cannot be reentered into transit. If you receive an alert about an early delivery, it will include options to prevent. It is important to utilize these immediately.
What do I do if my package is marked return to sender? If your item is marked for return, the carrier will not allow for further updates to the address. It will proceed to the origin address provided upon booking. Ahead of the return scan, the reason for the return should be reflected on the tracking page. If you’re unsure why your item was returned, reach out to our team.
Can you expedite my shipment? Once an item is entered into transit, it cannot be expedited.
My item stopped tracking; what should I do? It’s important to reach out to the carrier immediately to initiate an investigation, as they have deadlines to do so. If you did not do so when prompted, reach out to our team for additional assistance. Investigations take up to five business days to complete, and the carrier will always follow-up with a resolution.