FAQs - Used item deliveries in Orem, UT

Question 1

How do my Luggers know what to pick up from my used item seller, and how will they contact the seller?

Accepted Answer

When you book, upload photos and a clear description of the item from used item in Orem - your Luggers will use this to identify it. They'll also confirm it matches the photos or description you provided so the correct used item is picked up. To keep the seller informed, add their phone number to the Additional Contacts field. Your Luggers will be able to contact them directly once they arrive at the pickup location. Once your crew is en route, you can also message them directly in the [Lugg app](https://short.lu.gg/lugg-app) to relay any last-minute details. This process works smoothly whether the pickup is from a private seller, thrift shop, secondhand store, or estate sale.

Question 2

Do I need to be present when Lugg picks up my used item item from the seller?

Accepted Answer

No, you don't need to be at the pickup location as long as the used item seller is available to release the item and your booking includes clear photos and notes. Most used-item sellers are comfortable meeting directly with the crew.

If the seller is leaving the item outside for contactless pickup, please confirm this with them ahead of time and make sure the item is clearly labeled. You'll be able to track your crew's arrival in real time and message them directly in the app.

Question 3

Does Lugg provide same-day & next-day used item delivery in Orem?

Accepted Answer

Yes, Lugg provides on-demand, same-day, and next-day used item deliveries. You can book movers and a truck in as little as 30 minutes, or schedule up to 30 days in advance for a time that works best for you.

Question 4

What happens if the used item seller isn't home or doesn't have the item ready when my Lugg arrives?

Accepted Answer

Your Luggers will attempt to contact the used item seller and wait a reasonable amount of time. Any wait time is billed at your standard per-minute labor rate. If the seller is unresponsive and the pickup can't be completed, the Lugg will be canceled, and a cancellation fee may apply. To avoid this, please confirm the pickup time with the seller 1–2 hours before your arrival window. Double-checking the seller's availability helps prevent common used-item issues like no-shows or last-minute listing changes.

Question 5

Can Lugg pay the used item seller for me when they pick up the item (Cash on Delivery)?

Accepted Answer

No. For liability and security reasons, Lugg crews cannot handle cash, checks, or digital payments between you and the seller. Please arrange payment directly with the used item seller. We recommend using a secure digital payment app after you've confirmed our crew has the item. Handling payment yourself keeps the transaction secure and helps avoid common risks with secondhand purchases.

Question 6

Can Lugg pick up used appliances from the used item or other secondhand sellers?

Accepted Answer

Yes! Lugg can pick up and deliver used appliances such as washers, dryers, refrigerators, and stoves, as long as they fit safely in the truck you choose. Please make sure the seller has disconnected the appliance and that any water lines are fully drained before the crew arrives, as Luggers aren't able to provide plumbing or electrical services.

Question 7

What size truck and crew should I book for my used item delivery?

Accepted Answer

The best truck depends on the size and scope of your used item delivery. For most used item deliveries involving heavy items, we **strongly recommend a 2-Lugger crew** to ensure everything is handled safely and efficiently. For smaller tasks, or when you'd like to assist, the Lugg Lite (1 Lugger + pickup truck) works great.

Here's a quick look at our truck dimensions to help you choose:

* Pickup: 6 ft+ long × 4.5 ft wide. The tailgate can stay open for extra length, and all items are secured with straps. 
* Van: 8 ft+ long × 4 ft wide × 4.5 ft tall. 
* XL: 10 ft+ long × 5.5 ft wide × 6.4 ft tall. 
* Box Truck: 12 ft+ long × 6 ft wide × 7 ft tall.

**Tip**: Our Pickup trucks include a tarp for light rain protection, but if the forecast calls for heavier rain, we recommend booking a covered truck, such as a Van, XL, or Box, for extra coverage.

If your used item delivery requires a lift gate for loading or unloading, please book a Box Truck and add a note to your booking.

Question 8

Can the crew inspect the item for damage before loading it?

Accepted Answer

While the Luggers can confirm the items' general condition, they are moving experts, not item inspectors. Upon request, they can perform basic inspections for quality, authenticity, or functionality, billed at the standard labor-minute rate. They will note and photograph any obvious, significant pre-existing damage (e.g., a large crack in a mirror, a torn sofa cushion) to ensure they aren't held responsible. For overall condition or quality concerns, we recommend asking the seller for detailed photos or a short video ahead of time.

Question 9

Can Lugg disassemble and assemble furniture during my used item move?

Accepted Answer

Yes, your Luggers can help with basic furniture assembly and disassembly during your used item delivery. Crews bring standard tools, but if your items need specialty tools or instructions, please have those ready. Time spent assembling or disassembling is included in your total labor.

Question 10

Will Lugg bring my used item item inside and place it where I want it?

Accepted Answer

Yes! Your Luggers will bring your used item(s) inside, carry it upstairs/downstairs, and place it exactly where you want it, whether that's a living room, bedroom, office, or hallway.
There are no extra fees for stairs, tight spaces, or in-home placement, and all handling is billed at the standard per-minute labor rate.

Question 11

What if Lugg gets there and the used item item is not as described, and I don't want it anymore?

Accepted Answer

If you decide to cancel the purchase and delivery upon our crew's arrival, you may still be responsible for the Lugg bookin. This includes situations where the item's size, condition, or appearance doesn't match the listing photos or what the seller described. Lugg's role is item transportation, and we're required to compensate crews for their time and travel.

Question 12

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

Accepted Answer

Every Lugg used item delivery in Orem 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 used item delivery from start to finish.

Question 13

Can you pick up an item and hold it for a few days before delivering it to me in Orem?

Accepted Answer

No, Lugg does not have storage facilities and can't hold items. Your pickup and delivery in Orem must be completed within the same booking.

Question 14

The seller offered me another small item for free. Can the Luggers grab that too?

Accepted Answer

Yes, as long as the additional item(s) fit safely in the truck you booked and don't violate weight or restricted-items policies, we're happy to take them. The extra loading time is billed at the per-minute labor rate. For a smooth pickup, note any possible extras in your used item booking details. If you're planning to pickup from multiple sellers, you can also add extra stops directly in your booking.

	Crew	Base Fare	Per-Mile Rate	Per-Minute Labor	Average cost*
Lite	1 Lugger	$20	$1.75	$0.95	$43
Pickup	2 Luggers	$30	$2.00	$1.25	$59
Van	2 Luggers	$50	$2.50	$1.75	$89
XL	2 Luggers	$80	$2.75	$2.00	$124
Box	2 Luggers	$152	$5.00	$3.00	$222

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