Frequently Asked Questions

Question 1

What hours does Lugg operate?

Accepted Answer

Lugg is available Monday–Saturday from 7 AM–10 PM and Sunday from 7 AM–9 PM. You can book on-demand and have movers at your door in as little as 30 minutes, or schedule for the hour of your choice up to 60 days in advance. Hours may vary by region.
HolidaysLugg is closed on Thanksgiving and Christmas Day. We operate on all other holidays, including New Year's Day, Fourth of July, and Labor Day. Hours may be reduced on select holidays — check the Lugg app or lugg.com for the most up-to-date availability.

Question 2

Does Lugg provide in-home, room-of-choice placement?

Accepted Answer

Yes — every Lugg includes in-home, room-of-choice placement. Your Luggers will bring your items inside and place them in the room you choose, including upstairs or downstairs, as long as there's safe access. There's no extra charge for this — it's included with every booking.
A few things to prepMeasure doorways, hallways, and stairwells in advance to make sure your items will fit throughClear a path to the room where you want each item placedHave a backup plan — if an item doesn't fit in the intended space, let your Luggers know where you'd like it placed instead

Question 3

How many items are included in the price of the Lugg?

Accepted Answer

There's no item limit. A Lugg includes as many items as can safely fit in the vehicle you book, whether that's a Pickup, Van, XL, or Box Truck. Your crew will load everything they can in a single trip.
If everything doesn't fit in one load, you can add an extra stop to your booking for a second trip, or book a separate Lugg. For help choosing the right vehicle size, check out What are the dimensions of Lugg trucks and vans?.

Question 4

What are the dimensions of Lugg trucks and vans?

Accepted Answer

Lugg has six vehicle options. Compare the dimensions below to what you’re moving before you book, and when in doubt, size up. If you only need help lifting at one address and don’t need a vehicle, book Movers only.
Lite: 6 ft+ long × 4.5 ft wide1 Lugger in a pickup truck. Tailgate can be left open for extra length. Items are secured with straps. Your Lugger will bring a tarp, but we recommend an enclosed vehicle for rain or snow.
Pickup: 6 ft+ long × 4.5 ft wide2 Luggers in a pickup truck. Same details as the Lugg Lite.
Van: 8 ft+ long × 4 ft wide × 4.5 ft tall2 Luggers in a cargo van. Enclosed, so better for weather protection. King and California king mattresses will not fit.
XL: 10 ft+ long × 5.5 ft wide × 6.4 ft tall2 Luggers in a high-roof XL van. Fits king and California king mattresses.
Box: 12-16 ft long × 6 ft wide × 7 ft tall2 Luggers in a 12-16 ft box truck. Not all box trucks have a lift gate. If you need one, mention it in the What are you moving? field when you book. Lift gates aren’t guaranteed.
Box+: 18-24 ft long × 6 ft wide × 7 ft tall2 Luggers in an 18+ ft box truck. The largest option, for 3+ bedroom homes, commercial moves and any job that needs the most cargo space. Not all box trucks have a lift gate. If you need one, mention it in the What are you moving? field when you book. Lift gates aren’t guaranteed.
Vehicle upgradesSometimes your Lugg arrives in a larger vehicle than the one you booked, at no extra cost, so it can get to you sooner. For example, a Van instead of a Pickup. If you need the exact vehicle you booked, like a Pickup for a refrigerator that has to stay upright, contact Lugg support or use live chat in the Lugg app or at app.lugg.com.
Not sure which size to choose?It depends on what you're moving, how bulky the items are, and how many items you have. For a quick breakdown, check out our guide on How to choose the best truck for your Lugg move or watch this short video for visual examples.

Question 5

How much does a Lugg cost?

Accepted Answer

Lugg pricing depends on your vehicle type, labor time, mileage and a variable booking fee. Mileage is measured as the distance between your stops, so traffic and detours never affect your price. There's no minimum labor time and no hourly minimum, ever. Rates may vary slightly by city. You'll always see an upfront estimate before you book.
Standard Lugg pricingStandard Luggs are charged based on four things:Base fare: varies by vehicle and crew size selected.Per-mile rate: charged for the distance between each stop on your route.Per-minute labor: the time your Luggers spend loading and unloading at every stop.Variable booking fee: covers Lugg's operational and safety costs. It's included in the estimate you see before you book.Standard pricing exampleSay you're booking a Lugg Pickup to get a couch from a Facebook Marketplace seller and deliver it to your apartment 5 miles away, with a second stop 3 miles away to pick up a dresser.Base fare (Lugg Pickup): $38.00Traveled mile (8 mi × $2.24): $17.92Labor fee (25 min × $1.62): $40.50Booking fee: $6.75Estimated price: about $103. If your move takes less time, you pay less.
Partner store pricingPartner store deliveries, like those from Costco, HomeGoods, Living Spaces and other retailers, use a fixed price set at booking. It's made up of a base fare by vehicle size, a per-mile rate between your stops and the booking fee, with no per-minute labor charge. The price you see is the price you pay. 
You can also add Assembly when you book, for a flat amount based on your vehicle, starting at $34. On a standard Lugg, assembly is simply part of your labor time.
The fixed price applies when your route has only one stop that isn't a partner store, which is usually your home. You can pick up from more than one partner store on the same Lugg, and each extra pickup adds a per-stop fee based on the vehicle you book. If your route has two or more stops that aren't partner stores, such as your home plus a storage unit, a donation center or the dump, your Lugg is priced as a standard Lugg, with per-minute labor at every stop. Partner store availability and pricing vary by store and location.
Other charges on some LuggsA few routes carry one more charge. If your stops add up to more than 30 miles, a long-distance fee applies. If any stop is inside Seattle city limits, a $9.99 Seattle Regulatory Response Fee applies because of local regulations there. Both apply to standard Luggs and partner store deliveries alike, and both are included in your estimate before you book. If your Luggers drop items at a disposal facility, the facility charges a dump fee based on weight. It's charged separately, within 48 hours of your Lugg.
No hidden fees, everThere are no added fees for stairs, floors or building access. On a standard Lugg, that work is part of your labor time, whether it's a ground-floor pickup or a third-floor walkup. On a partner store delivery, it's covered by the fixed price.
Every Lugg also includes room-of-choice placement, so your Luggers bring your items into the room you want them in. On a standard Lugg, that's part of your labor time. On a partner store delivery, it's included in the fixed price, with up to 15 minutes at your destination for placement and light positioning.

Question 6

Can I book movers without a truck?

Accepted Answer

How to book Movers onlyEnter your address in the Lugg app or at app.lugg.com, tap the Movers only pill under it, then tap Continue. Choose 1 Lugger or 2 Luggers, pick a time, and book. You’ll see your upfront estimate before you book.Need more than 2 Luggers? Book a second Movers only Lugg for the same time window.
When to book Movers onlyRearranging furniture: moving a couch to a different room, swapping bedrooms or reorganizing a spaceMoving things within your property: between floors, from the garage to a spare room, or out to a backyard shedLoading or unloading a rental truck or portable storage container: you’re driving, and you just need help lifting at one endBringing in a large delivery: a new appliance or piece of furniture arrived at the curb and needs to go insideEvent setup or breakdown: setting up tables, staging furniture or clearing out a spaceHow Movers only is pricedMovers only has no mileage, because there’s only one address. Lugg bills by the minute with no hourly minimums, and you see your upfront estimate before you book. Learn more in How does labor time work?

Question 7

How do I tip or rate my Luggers?

Accepted Answer

You can tip and rate your Luggers directly in the Lugg app or on the Lugg website after your job is complete. Just go to My Luggs, select your completed Lugg, and you’ll see options to leave a rating, written feedback, and a tip.
Already tipped and want to give a little extra? You can add an additional tip in the app.

Question 8

When do I pay for my Lugg?

Accepted Answer

Payment for your Lugg is always handled through the app or website — so you'll never need to pay your Luggers in person.Accepted payment methodsCredit cardsDebit cardsApple PayGoogle PayLugg does not accept cash, prepaid cards, or digital payment platforms like Venmo or PayPal.When you're chargedYour payment method is charged after your Lugg is complete. For standard Luggs, your final total is based on the actual labor time and mileage from your trip. For partner store deliveries, the price is confirmed when you book.You can add or update your payment method anytime by going to Payment in the Lugg app, on lugg.com, or by clicking Add new card during the booking process.After your LuggOnce your Lugg is complete, you'll receive a detailed receipt breaking down your charges — including base fare, driving distance, labor time at each stop, any long-distance fee, and other applicable fees. You can access your receipt anytime by going to My Luggs in the Lugg app or on lugg.com. If you have an email on file, you'll also receive an emailed copy. Need an emailed receipt and don't have an email on file? Just reach out through our contact page and we'll send one over.The next time you open the Lugg app, you'll be prompted to rate your experience and leave an optional tip for your Luggers. Everything — including tipping — is handled digitally, so there's no need to have cash on hand.Buying a second-hand item?If you're picking up something from Facebook Marketplace, Craigslist, or another seller, Lugg does not handle payment for the item itself. We recommend paying the seller directly using Venmo, PayPal, Zelle, or another platform before your Luggers arrive for pickup. For more details, check out Can I have the Luggers pay for my item?.

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