Track my order

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Q.
What are the benefits of creating an LG account?
A.
  • 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.

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

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

Q.
I cannot access my account. What should I do?
A.
  • 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

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

Q.
How can I track my order?
A.
  • 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.

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

Q.
Can I change a product I ordered?
A.
  • 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.

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

Q.
Can I change the delivery address for my order?
A.
  • 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.

Q.
What payment methods are available?
A.
  • We offer credit payment options (VISA and Mastercard), as well as debit (VISA Debit and Debit Mastercard). Additionally, we offer financing options through affirm.

Q.
How do I obtain a copy of invoice?
A.
  • The order confirmation email is sent after you place the order and can be used as an invoice.

Q.
Can I change the payment method for my order?
A.
  • 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.

Q.
What is LG's return policy?
A.
  • 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."

Q.
How do I return a product?
A.
  • 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.

Q.
What is the shipping cost?
A.
  • Shipping and handling fees will be disclosed at the time of purchase.

Q.
Can you ship outside of Canada?
A.
  • No, we can only ship within Canada

Q.
How is my order shipped and delivered?
A
  • 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.

Q.
Do you offer installation and disposal services?
A
  • 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

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

Q.
Environmental Handling Fees (EHFs)
A.