Frequently Asked Questions

Below are frequently asked questions, you may find the answer for yourself

Why did my credit card or PayPal payment fail?
We apologize for any inconvenience. There are a number of reasons your online payment can fail. Typically payments fail due to bank authorization and fraud protection systems. Lemuugo suggests contacting the credit card provider, issuing bank, or PayPal directly.

Is it safe to shop with Lemuugo?
Lemuugo takes customer information safety and security very seriously. To ensure an excellent shopping experience with us, our website runs with an encrypted HTTPS data transfer. All transactions occur securely via Shopify Payments or PayPal and no payment information is ever saved. We also adhere to strict privacy policies that protect all personal details.

How can I get additional Lemuugo assistance?
We are always here to help! To get in touch, please email us at lemuugo@gmail.com. A friendly Lemuugo customer service representative will get back to you within a day or two.

Why am I having trouble tracking my order?
There are a few things to keep in mind when tracking a package. First, after receiving a tracking number from Lemuugo, it may take 24-48 hours for it to leave the warehouse and for shipping information to update. Second, occasionally a package may not receive a proper origin or transit scan. In this case, neither Lemuugo nor the carrier can properly track the package location while in transit. However, it is on the way! 

In the case that a package is not received in the quoted delivery time —  please contact us at Lemuugo@gmail.com.

What are taxes, customs, and duty fees?
For customers that live in other countries, custom office duty and VAT fees may apply. Before purchasing, please contact us at lemuugo@gmail.com. A member of our support team will happily assist customers with shipment processing.