FAQs - BrandsMart deliveries

Question 1

What is the process for using Lugg to deliver my BrandsMart purchase?

Accepted Answer

It's simple! Here's the process:

1. Buy your BrandsMart items: Complete your purchase at the store or the BrandsMart website and select "in-store pickup."
2. Get the receipt: Hold onto your order confirmation or receipt. You'll need to upload a photo of it when you book.
3. Book your Lugg: Schedule a Lugg for pickup in as little as 30 minutes. Enter the store's address as the pickup location and your home as the destination.
4. We handle the rest: Our crew will go into the store, handle the pickup with the information you provided, load your BrandsMart items, and deliver to your room of choice.

Question 2

Do I need to be at the BrandsMart store for pickup?

Accepted Answer

No, you don't! As long as you upload a clear photo of your receipt or order confirmation from the BrandsMart store, our Luggers can handle the pickup for you. Some BrandsMart locations may require additional verification, and we will contact you if that's the case.

Question 3

What if I buy something in a local BrandsMart store and want it delivered the same day?

Accepted Answer

That's what we specialize in! You can book a Lugg right from the BrandsMart store or parking lot. Our crew can often arrive for pickup in as little as 30 minutes, getting your new BrandsMart items home faster than traditional delivery.

If you prefer to schedule ahead, you can book your Lugg for the hour of your choice up to 30 days in advance.

Question 4

Do I need to provide an order number or BrandsMart store receipt?

Accepted Answer

Yes. Upload your digital receipt or provide your BrandsMart order confirmation number when booking so our crew can easily locate your BrandsMart items at the  store.

Question 5

Can Lugg pick up my BrandsMart store order if it hasn't been paid for yet?

Accepted Answer

No. Please ensure your BrandsMart purchase is fully paid for and ready for pickup before booking. Our crew cannot complete payment at the store.

Question 6

Will Lugg wait if my BrandsMart order isn't ready when they arrive?

Accepted Answer

For stores inside our partner network receiving flat rate delivery, we will wait up to 15 minutes for your order at no additional cost. For wait times over 15 minutes, you may need to re-schedule.

For stores outside of our partner network, wait time is billable at your normal labor rate. To avoid charges, confirm with BrandsMart that your order is ready for pickup before booking.

Question 7

Can Lugg take away my old items when delivering my new purchase?

Accepted Answer

Yes, Lugg can pick up your new items and then haul away the old one to a recycling facility or donate it to a local charity — including donation centers like [Goodwill](https://lugg.com/goodwill-industries-pick-up) or [Habitat ReStore](https://lugg.com/habitat-for-humanity-pick-up) . Just add an extra stop when booking your delivery.

**Tip**: Donation and disposal centers vary widely in what they accept, so we recommend calling ahead to confirm they can take your items, along with their hours and any potential fees.

Question 8

What if I find damage to my items upon arrival?

Accepted Answer

Please inspect your items upon delivery. If you find damage upon receiving your items, or discover defects from the store, note it immediately with your crew and contact the BrandsMart store for assistance.

If damage to your items occurred during transport, please contact [Support](mailto:support@lugg.com) to file a damage claim. We will ask you to hold your items as we work to resolve the issue as quickly as possible.

Question 9

What supplies and protective equipment will my Luggers bring for my BrandsMart delivery?

Accepted Answer

Every Lugg BrandsMart delivery includes professional moving equipment — straps, dollies, moving blankets, and stretch wrap to protect your items and your space, plus a basic toolkit for light disassembly or reassembly. Pickup trucks also come equipped with a tarp for weather protection.

Your Luggers will wrap fragile or bulky pieces for safe transport, take care to avoid damage to floors, walls, and elevators, and are trained to move heavy furniture, appliances, and other large items safely through tight spaces, stairs, and doorways. This helps ensure a smooth, efficient BrandsMart delivery from start to finish.

Question 10

What happens if my new items doesn't fit through my doorway?

Accepted Answer

You are responsible for measuring your doorways, hallways, and stairwells to ensure your items will fit before booking. Your items cannot be delivered because it doesn't fit, it can be placed in an alterative location at your destination or be returned to the BrandsMart store of purchase. If you prefer the item is returned to the store, you will be charged for the initial delivery attempt and for the additional return trip.

Question 11

Can Lugg pick up my items from multiple stores in one trip?

Accepted Answer

Yes! Lugg now supports up to 5 pickups or drop-offs per Lugg, so you can coordinate multi-store pickups in one easy delivery. Just add each store as a stop when booking.

	Crew	Base Fare	Per-Mile Rate	Per-Stop Fee	Average cost*
Lite	1 Lugger	$50	$1.81	$18	$77
Pickup	2 Luggers	$83	$1.92	$22	$114
Van	2 Luggers	$110	$2.20	$26	$147
XL	2 Luggers	$160	$2.47	$28	$200
Box	2 Luggers	$207	$3.21	$32	$255

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