Carriers ship based on size and weight; as such, all of LugLess’ size categories consider both. To save you guesswork, we provide a calculator to ensure the correct category is selected and you are charged appropriately. In the event that more is shipped than paid for, the difference will be collected in the form of an adjustment.
If you feel an adjustment is unwarranted, our team will work to rectify the situation. First, which kind of adjustment did you receive? If you’re not sure, scroll down to learn more about the types of adjustments.
- Pro tip: In the breakdown received, you’ll see “dimensional adjustment” for dimensional adjustments, or “additional weight” for weight adjustments.
What am I being charged for?
When you receive an adjustment, the carrier is saying either your shipment was too heavy or too big. As we prioritize transparency, we will always provide you with their measurements. LugLess ships within categories, and each has its own size/weight parameters. If you exceed yours, you must pay the difference. Choosing the correct category when booking avoids adjustments!
How do adjustments work?
Once your item is in the carrier’s possession, it will proceed through their transit network. As they process through each station, shipments are measured and weighed. Due to the number of packages shipped per day, this process is automated, with carriers utilizing scales, lasers, and 3D cameras.
After your item is delivered, the billing cycle remains open for about three weeks, allowing time to process the recorded measurements. If an overage is detected–meaning more was shipped than paid for–you will receive an additional charge in the form of an adjustment. This will be collected using the same card as your booking.
What is a dimensional adjustment?
If you received a dimensional adjustment, your shipment was larger than expected. Items are measured throughout transit, and the carrier compares the recorded dimensions when finalizing billing. Due to the volume of packages shipped per day, this process has been automated using lasers and cameras. We understand this can sometimes lead to incorrect measurements; if you ever feel your measurements are incorrect, our team will dispute them directly with the carrier on your behalf.
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Confirm the actual size of your shipment.
To confirm the adjustment was unwarranted, we need to confirm the size of your shipment. You’ll want to take photos confirming these, as LugLess will need them for the dispute.
Pro tip: Measure your bags with a tape measure or a smartphone app! -
Submit a claim with LugLess
All the information we need to dispute the charges on your behalf can be provided here. Once this is submitted, nothing further is needed from you! -
LugLess will raise the dispute with the carrier
Upon a successful dispute, the charges will be directly refunded. In total, this process can take up to three weeks. Upon word back from the carrier, our team will reach out to you directly.
Please note: we cannot guarantee the outcomes of adjustments. Although LugLess provides you with low-cost shipping labels, your items are ultimately shipped with the carrier. As such, we are subject to their policies and determinations.
What is a weight adjustment?
If you receive a scale weight adjustment, your shipment was heavier than expected. Items are weighed throughout transit, and the carrier compares the recorded weights when finalizing billing. An adjustment is only issued if the overage is detected each time your item was weighed. As scale weight adjustments are straightforward and less dynamic, carriers do not allow for disputes.
If you strongly feel that the returned weight is incorrect, our team is happy to review the situation. Without clear evidence contradicting the carrier's findings, however, our ability to assist will be limited.
Can I receive additional charges for other things?
As long as the information entered at the time of booking is correct, you should expect no additional charges. Carriers do have fees for incorrect addressing, so make sure to review the details of your booking to avoid those!
FAQs
What if other items in my shipment were smaller than their size category? Each tracking number is subject to the size restrictions of the label used. The weight purchased is not cumulative and cannot be applied to other items in your trip.
Do carriers adjust down? When purchasing a label, you are paying to ship up to the amount selected. Refunds are not issued if you don’t use the maximum size/weight of that category.
Why wasn’t this communicated when I dropped off? LugLess bills based on what is booked; if you intend to ship more, modify your trip accordingly. Otherwise, we are unaware of overages until the carrier processes the transit data of your shipment, which is done after delivery.
Can I remove the card on file? A card must remain on file while the billing cycle is open. If you would like to remove a card after, please reach out to our team for assistance.
Why is there a late fee? When a balance goes unpaid, a late fee and interest may be levied. If you received a late fee, LugLess likely reached out to you before it was issued, requesting the balance be settled.
How do I pay my outstanding balance? If you received an email alerting you of a balance due, you can follow the link there. Otherwise, you can pay this within your account by heading to the “Get Labels” tab.
What if my labels were switched? When shipping, it is important to ensure that the correct label is attached to the correct bag or box. LugLess cannot retroactively switch labels after they are scanned. It is ultimately up to the user to ensure their items are properly labeled.
The carrier repackaged my shipment; could that have caused the adjustment? If you received your items in a different box than you shipped with and also received an adjustment, please reach out to our team so we can review the situation further.