Don't believe their website Lost my luggage. Paid for premium service and all they want to do is provide a credit for future service instead of refund. Will not refund costs incurred (approx $200 for fed ex and hotel laundry) having to Fed Ex overnight suits as a result of them failing to get my luggage (containing my suits) to me. They say there is a guarantee and $500 coverage but they don;t say what it covers. Very misleading and dishonest company, On July 20, 2018, Lugless sent me this: With your Premium support plan, you have our full guarantee. I am going to open a claim with UPS so we can make this right. On July 24, 2018, I get this: I have opened a claim with UPS regarding your late delivery, and we will be able to give you a future credit for all transit costs you incurred. Sadly, we are not able to offer any further compensation for the other outside costs. I recommend reaching out to UPS directly. If I wanted to deal directly with UPS...why did I contract with Lugless???? Info was sent up to Luggage forward and no action from them either.