Our carriers work hard to keep every shipment on schedule, and LugLess monitors your shipment’s tracking to detect issues, allowing you to get ahead of delays. Here’s what you need to know: the vast majority of shipments arrive by the scheduled delivery date, but if there’s any sign of a delay, our team will work to get your items to you as soon as possible.
If you have a shipment in transit and you’re unsure of its status, track it from within your LugLess account.
Does LugLess compensate for delays?
While we work to avoid delays, we understand the inconvenience they cause. In the unlikely event that your shipment is delayed, LugLess offers two on-time guarantees:
- Carrier Guarantee → Provides a $10 LugLess credit for each tracking number that was delayed.
- Full Guarantee → Provides a $20 LugLess credit for each tracking number that was delayed.
If your shipment enters transit on the scheduled send date and does not arrive by end-of-day on the selected delivery date, you are eligible for a credit if the carrier is at fault. Guarantees are only paid out via LugLess credit, which remains active for one year.
If your item is delayed for reasons outside LugLess’ control, you are not eligible for a credit under our Guarantees. Factors outside the control of LugLess include, but are not limited to:
Shipments that include prohibited items, inadequately packaged or labeled items, security regulations imposed by the government, or otherwise applicable to the shipment; riots, strikes or other labor disputes; civil unrest; disruptions in air or ground transportation networks; natural disasters; incomplete or incorrect address information; delay or seizure by Customs or similar authority; severe weather; and/or failure of delivery equipment.
You can select your Guarantee upon booking; our Essential plan includes our Carrier Guarantee, and our Extra plan includes our Full Guarantee.
Does LugLess cover incidentals related to delays?
Our Guarantees do not cover replacement items or rental fees if your shipment is delayed. Additionally, Value Protection only covers lost or damaged shipments. If your shipment includes essentials for travel, we recommend scheduling a delivery ahead of your arrival, especially in areas subject to inclement weather.
FAQs
Can my credits be cashed in for a refund? Credits cannot be transferred or redeemed in other forms or payment.
Am I eligible for a full refund as my package is late? If you opted for one of our Guarantees, you may be entitled to a LugLess credit if your item was delayed. Refunds are not provided in the event of a delay.