What services are guaranteed?
Luggage Forward stands behind its service with clearly defined guarantees on every shipment. Here is a summary of what is covered and where guarantees apply.
On-time delivery — Double Money-Back Guarantee
Every shipment is backed by Luggage Forward's Double Money-Back Guarantee. If your bags are picked up on the scheduled pickup date and are not delivered by 11:59 p.m. local time on your guaranteed delivery date, you are entitled to a refund of double the transportation charge.
For round-trip bookings, the guarantee applies to each leg independently, and only if a pick up is initiated.
The Double Money-Back Guarantee is void in the following circumstances:
- Weather delays, customs holds, or government actions
- The shipment contains disallowed goods
- The item is locked (applicable to international shipments)
- Documentation provided at booking is incomplete or incorrect
- You request a later delivery date after booking
- The carrier makes a timely first delivery attempt that is unsuccessful
- You do not tender the item for pickup on the scheduled date
- The destination requires self-clearance or customs procedures dependent on the client's arrival
For full details, see our article: Is My Luggage Guaranteed to Arrive On-Time?
Loss and damage — Value Protection
Every shipment includes standard coverage. Additional Value Protection is available for purchase at checkout and is recommended for shipments containing items of higher value. In the event of a lost item, reimbursement is the greater of the Double Money-Back Guarantee amount or the purchased Value Protection coverage.
For full details, see our article: Is My Luggage Covered?
Services that are not guaranteed
Certain services are provided on a best-effort basis and do not carry a formal guarantee:
- Luggage holds — The ability to hold bags for additional days before delivery is available in most locations but is subject to availability and cannot be guaranteed.
- Same-day or last-minute bookings — Accommodations for late bookings are made where possible but are not guaranteed.
- Delivery date changes after booking — Requests to adjust a delivery date after booking are handled based on availability. Note that requesting a later delivery date voids the Double Money-Back Guarantee on the original guaranteed date.
Questions about your coverage?
Our Client Experience Team is available at +1 617-482-1100 or support@luggageforward.com and is happy to walk you through the protections in place for your specific shipment.