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 30 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.
Lite: 6 ft+ long × 4.5 ft wide1 Lugger + 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 + pickup truck. Same details as the Lugg Lite.
Van: 8 ft+ long × 4 ft wide × 4.5 ft tall2 Luggers + 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 + XL enclosed van. Fits king and California king mattresses.
Box: 12-16 ft long × 6 ft wide × 7 ft tall2 Luggers + 12-16 ft box truck. Not all box trucks include a lift gate. If you need one, mention it in the 'What are you moving?' field when booking and we'll do our best to accommodate.
Box+: 18-24 ft long × 6 ft wide × 7 ft tall2 Luggers + 18–24 ft box truck. Our largest option — ideal for 3+ bedroom homes, commercial relocations, and any job that needs maximum cargo space. Not all box trucks include a lift gate. If you need one, mention it in the 'What are you moving?' field when booking and we'll do our best to accommodate.
Vehicle upgradesAt times, Lugg may provide a complimentary upgrade to a larger vehicle to ensure a timely arrival — for example, sending a Van instead of a Pickup. This is usually a good thing, but if you need the exact vehicle you booked (like a Pickup for a refrigerator that needs to stay upright), reach out to our support team at support@lugg.com or through live chat on lugg.com or in the Lugg app and we can lock in your vehicle for you.
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 calculated based on the distance between your stops, not the route your Luggers take. Traffic, detours, tolls, and ferries never affect your price. There's no minimum labor time, no hourly minimums, and no surge pricing — ever. 
Rates vary slightly by city. You'll always see an upfront estimate on lugg.com or in the app before you book.
Standard Lugg pricingStandard Luggs are charged based on four things:Base fare — covers your crew arriving at the first pickup location. Varies by vehicle size.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. For more details, see How does labor time work?Variable booking fee — covers Lugg's operational and safety costs. It's included in the estimate you see before you book.There's no per-stop fee on standard Luggs. Adding a stop adds mileage and labor time, but no flat surcharge. 
Standard pricing exampleSay you're booking a Lugg Pickup to get a couch from a Facebook Marketplace seller and deliver 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: varies by city, distance, and durationEstimated price: ~$96 + booking fee. If your move takes less time, you pay less. 
Partner store pricingPartner store deliveries — like from Costco, HomeGoods, Living Spaces, and other retailers — use a fixed price set at booking. The price you see is the price you pay.Partner store pricing includes:Base fare — varies by vehicle size.Per-mile rate — covers the distance from the store to your delivery address.Variable booking fee — same as standard Luggs, included in the price you see at booking.There's no per-minute labor charge on partner store deliveries. If you need an additional stop, there's a per-stop fee that depends on the vehicle size.
Partner store availability and pricing vary by store and location.
No hidden fees, everThere are no extra fees for stairs, floors, or building access. The labor time on a standard Lugg covers everything your Luggers do on-site, whether that's a ground-floor pickup or a third-floor walkup apartment.

Question 6

Does Lugg offer labor only moves?

Accepted Answer

Yes — Lugg offers labor-only moves. If you need movers but don't need a truck, labor only is your option. Your Luggers come to one location and help with the heavy lifting on site — no driving, no second stop.
How to book a labor-only moveWhen you enter your first address in the Lugg app, you'll see a Labor Only tile pop up. Tap it and the app automatically sets your pickup and destination to the same address. From there, choose your crew size — select Lugg Pickup if you need two movers, or Lugg Lite if you just need a hand from one. Pick your time and book — same as any other Lugg.
If you don't see the Labor Only tile, or you're booking on the website, just enter the same address as both your pickup and destination — it works the same way.
When to book labor onlyRearranging furniture — moving a couch to a different room, swapping bedrooms, or reorganizing your living spaceMoving items within your property — shifting things between floors, from the garage to a spare room, or out to a backyard shedLoading or unloading a vehicle you're driving — packed your own rental truck or trailer and just need muscle at one endReceiving a large delivery — a new appliance or furniture piece showed up and you need help getting it inside and placedEvent setup or breakdown — setting up tables, staging furniture, or clearing out a spaceHow is labor only priced?Same as any standard Lugg — you're charged by the minute for the work your crew does on site. No mileage charges since there's only one stop. For a full breakdown, check out 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, and any 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 to support@lugg.com 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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