Ordering Help

How can I cancel or change my order?
If for any reason you would like to cancel your order, please call our Customer Service Center at 866-484-1740, Monday through Friday between the hours of 8AM to 5PM (PST) Pacific Standard Time or email store@lugz.com, as soon as possible. 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 the order.

Once an order has been confirmed, we cannot change or add anything to the order without attempting to cancel the order. All items processed on an order are entered in our inventory management database and cannot be altered once the order has been confirmed.

If your order cannot be cancelled, 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 already was shipped.

What credit cards do you accept?
We accept Visa, MasterCard, American Express (AMEX), Discover and PayPal.

Can I order products from your Web site on the phone, or via fax?
Not at this time.

How can I find products not sold on your website?
Visit our Store Locator to find a retail location near you.

Why was I charged sales tax?
Lugz determines sales tax in accordance with state and local laws and regulations. We are required by law to collect sales tax on orders shipped to the state of California. If you are shipping to this state, the appropriate charges will be added to your order and are shown separately on your receipt.

Why does my credit card company place a hold on my credit balance if my order did not go through?
If you did not receive an order confirmation number at the end of the transaction, your order was not completed and your credit/debit card has not been charged. Your credit card company will reserve funds for purchases from credit and/or debit cards every time you attempt to place an order. These reserved funds will appear back on to your credit card balance as per your bank/credit card agreement. Generally, this takes 3-7 business days. We do not and cannot control the bank policies. We will only collect monies on your account if the transaction is successfully completed.

Why does my UPS Tracking number say that my package has already been delivered?
Please note that UPS recycles tracking numbers.  When you receive your tracking email please make sure to click on the “view package progress” tab.  This will enable you to see the correct status for your shipment.

If you have any questions about the tax rate on your packing slip (invoice), please email us at store@lugz.com.

How is pricing determined for orders shipped to Canada?
We add a 33% surcharge to your order to pay for all Import Duty, GST and HST fees on your behalf. This means you will not have to pay upon delivery and you will also avoid a $25.00 additional fee that UPS charges for duty and tax collection