Frequently asked questions

Find answers to your questions through our FAQ.
LG account
Do I need to create an account to purchase products from LG.COM?

No, you do not have to create an account to purchase products from LG.COM. You can place the order as a guest. However, it is important to provide a valid email address as you will receive order confirmation as well as order updates via email.

Order
How can I track my order?

You can check the status of your order in the "My orders" section of the LG online shop. If you placed the order as a guest, you can track your order using the following link: Support > Order support > Track my order.

LG account
I have already created an LG account on a different LG website in another country. Can I use the same account for Canada?

No, you will need to create a new LG account specifically for Canada. Additionally, you won't be able to use the same email address, as it is already associated with an existing LG account from a non-Canada website. In order to create a new LG account, you will need to either close any other accounts linked to this email address or use a different email address.

What are the benefits of creating an LG account?

If you create an account, you will be able to receive notifications about new offers, discounts, and promotions. Additionally, you will have the ability to track your orders on your 'My account' page. When you place an order with your account, the product you purchased will be automatically registered in our system. Registering your account with us will give you access to maximize your LG product experience with helpful information, including proof of ownership in the LG database, efficient warranty service, extended warranty purchase information, and much more.

Do I need to create an account to purchase products from LG.COM?

No, you do not have to create an account to purchase products from LG.COM. You can place the order as a guest. However, it is important to provide a valid email address as you will receive order confirmation as well as order updates via email.

I have already created an LG account on a different LG website in another country. Can I use the same account for Canada?

No, you will need to create a new LG account specifically for Canada. Additionally, you won't be able to use the same email address, as it is already associated with an existing LG account from a non-Canada website. In order to create a new LG account, you will need to either close any other accounts linked to this email address or use a different email address.

I cannot access my account. What should I do?

Please check that the email and password you entered are correct. If you have forgotten your password, you can reset it by selecting the 'Forgot your password?' option. If you are unable to access your account for any other reason, we suggest contacting us for assistance

I have not received the email to reset my password. What can I do?

If you have not received an email to reset your password, please verify that the email address you provided is correct. We also recommend checking your spam folder. If you still have not received it, please contact us, and we will assist you.

How can I modify my personal information?

On MyProfile, you can modify your personal information.

How can I unsubscribe from email, SMS, push notifications, and/or other forms of electronic messages about the latest news and special offers?

On MyPofile, you can update your consent to being contacted by us regarding the latest news and special offers through email, SMS, push notifications, and/or other forms of electronic messages.

How do I delete my LG.COM account?

If you would like to delete your LG account, you can do so by selecting the 'Delete My LG' option in MyProfile. Please note the following:

- Once deleted, none of this information can be recovered.

- Membership withdrawal will only affect LG.com, not other LG services.

- All product information and service logs associated with your account will be deleted.

How can I track my order?

You can check the status of your order in the "My orders" section of the LG online shop. If you placed the order as a guest, you can track your order using the following link: Support > Order dupport > Track my order.

The item I want is out of stock. How can I find out when the product becomes available?

You can select the 'Get stock alert' option to receive notifications. Simply provide us with your email address, and we will notify you as soon as the selected item is back in stock.

Can I change a product I ordered?

No, it is not possible to change a product in an order that has already been placed. You must cancel the existing order and then place a new order. Please refer to 'How can I cancel my order?' for instructions.

I forgot to order something. Can I add it to my existing order?

No, it is not possible to add an additional product to an order that has already been placed. You will need to create a new order for the additional product.

Can I change the delivery address for my order?

We recommend contacting us as soon as possible if you need to change the delivery address for your order. While we make every effort to accommodate address changes after purchase, we cannot guarantee it.

Can I cancel my order?

If you wish to cancel your order, it is only possible if the product has not yet been dispatched to the shipping address provided during the purchase process.

To cancel an order, you must click the "cancel" button on the "my order" page. When we receive a cancellation request, we make every effort to cancel the order. However, if the product has already been dispatched, it may be necessary for you to reject the product upon delivery so that it can be returned by the courier. If you encounter any difficulties, please contact us for assistance.

Can I purchase an extended warranty from the LG Online Shop?

From the LG online shop, you can only purchase an extended warranty together with your product. In other words, you cannot purchase an extended warranty separately after you have already purchased the product. To purchase an extended warranty, you must sign in with your LG account. This is required for us to systematically update the warranty information on your purchased product. If you have already purchased the product without an extended warranty and want to purchase a standalone extended warranty, please visit the following website: https://www.lgcanadaparts.com/extendedwarranties

What payment methods are available?

We offer credit payment options (VISA and Mastercard), as well as debit (VISA Debit and Debit Mastercard). Additionally, we offer financing options through affirm.

How do I obtain a copy of invoice?

The order confirmation email is sent after you place the order and can be used as an invoice.

Can I change the payment method for my order?

Once the payment has been made on the LG online shop, the payment method cannot be changed. If you wish to change the payment method on an order, you must cancel the order and place a new one. Please refer to 'How can I cancel my order?' for instructions.

What is LG's return policy?

For purchases made from the LG Online Shop, you have 15 days from the delivery date of the product to initiate a return. You can request a return through the "My Account" page or by contacting us, and we will be happy to assist you. Please note the following:

- For large appliance returns, including TVs with a screen size larger than 55 inches, a restocking fee of 15% will be deducted from the refund amount.

- For all other small-sized returns, the shipping cost to return the item to our warehouse will be deducted from the refund amount.

- The refund will be issued using the same payment method you used during the purchase process.

- It may take up to 2 weeks from the time we receive your order to process the refund, and a restocking fee might be applied based on the reason for the return."

How do I return a product?

Once your return request is approved, we will arrange the return with the courier. You will receive a notification or be contacted by the courier on behalf of the LG Online Shop.

My product has arrived damaged. What should I do ?

If the packaging of the product arrives damaged at the time of delivery, it is advisable to open the product in the presence of the courier to check its contents. If the product is damaged, we would advise you to refuse delivery. If a product is found to be damaged or faulty immediately after delivery, you can request a return through the Online Shop. Please notify us of the return within 48 hours of the order delivery date.

What is the shipping cost?

Shipping and handling fees will be disclosed at the time of purchase.

Can you ship outside of Canada?

No, we can only ship within Canada

How is my order shipped and delivered?

Depending on the size of your order, it will be delivered either by appointment or as a parcel drop-off. For large appliance orders, including TVs with a screen size larger than 55 inches, delivery will be appointment-based. When placing your order, you can select a preferred delivery date. The 3rd-party delivery company will then contact you to finalize the delivery schedule. For all other small-sized orders, delivery will be made as a parcel with a tracking number. You can always track the status of your order through our website. Please refer to 'How can I track my order?' for instructions.

Do you offer installation and disposal services?

We offer the following installation services and haul-away options, where applicable. Prices vary by service. Please contact us for more details and to confirm whether the service is available for your product.

Fridge: Door swing direction change, removing and re-attaching doors (where required to complete delivery) , and haul away (Up to 36” wide Non-Commercial fridge)

Washing machine: Water hose connecting service, stacking, Pedestal Installations, and Haul Away

Dryer: Duct/Steam connecting service, dryer pedestal installations, and haul away

What should I do if the courier cannot find me at home during the time of delivery?

If the courier is unsuccessful in delivering your package, they will provide you with a notification indicating the attempted delivery and the contact number to arrange for the next delivery.

What should I do if I am unable to locate my delivery despite it being marked as 'Delivered'?

Please contact us within 24 hours of your order showing as delivered and provide us with your order number and the tracking number of the shipment. We will then investigate further on your behalf.

My product has arrived damaged. What should I do ?

If the packaging of the product arrives damaged at the time of delivery, it is advisable to open the product in the presence of the courier to check its contents. If the product is damaged, we would advise you to refuse delivery. If a product is found to be damaged or faulty immediately after delivery, you can request a return through the online shop. Please notify us of the return within 48 hours of the order delivery date.

Environmental Handling Fees (EHFs)

LG participates in provincial recycling programs across Canada. The goal of these programs is to keep end of life products out of landfills. 

 

The EHFs, which vary by product and province, help cover the cost of these programs. EHFs are not taxes. For more information on the programs specific to each province, please see the links below.

 

 

Alberta

For electronics: Please visit Alberta Recycling Management Authority

 

British columbia

For large appliances: Please visit MARR BC

For small appliances: Please visit ElectroRecycle

For electronics: Please visit EPRA BC

For batteries: Please visit Call2Recycle BC

 

Manitoba

For electronics: Please visit EPRA Manitoba

For batteries: Please visit Call2Recycle Manitoba

 

New brunswick

For electronics: Please visit EPRA New Brunswick

For batteries: Please visit Call2Recycle New Brunswick

 

Newfoundland

For electronics: Please visit EPRA Newfoundland

 

Northwest territories

For electronics: Please see the Northwest Territories Electronics Recycling Program

 

Nova scotia

For electronics: Please visit EPRA Nova Scotia

 

Nunavut

At this time, there are no end-of-life product recycling programs in nunavut.

 

Ontario

For electronics: Please visit EPRA Ontario

For batteries: Please visit Call2Recycle Ontario

 

Prince edward island

For electronics: Please visit EPRA PEI

For batteries: Please visit Call2Recycle PEI

 

Quebec

For certain household appliance and air conditioning products, the government of quebec requires that the EHF is included in the price of the subject products. For more information on this program, please vist Go Recycle.

For electronics: Please visit EPRA Quebec

For batteries: Please visit Call2Recycle Quebec

 

Saskatchewan

For electronics: Please visit EPRA Saskatchewan

For batteries: Please visit Call2Recyle Saskatchewan

 

Yukon yerritory

For electronics: Please visit Recycle Yukon Electronics

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