Frequently Asked Questions

ORDERING

How do I place an order on LG.com?

First, ensure that the product you wish to purchase will fit into the available space in your home. Then, select your product and click the 'Add to Cart' button. Open your shopping cart by clicking the cart icon in the main navigation bar, and follow the instructions for checkout. Upon checking out, you will receive an email confirming your successful order. Should you need any help with your order, we're here for you—contact LG Order Support with any questions or concerns.

Note: If your selected product is out of stock, the 'Add to Cart' button may not be displayed. In this case, we recommend clicking the 'Notify Me' button to be notified when the product is back in stock. You can also click the 'Where to Buy' button to find local and online retailers offering the product for sale.

What can I buy on LG.com?

LG.com has a wide variety of products available for purchase. Please note that the specific products available at any given time can vary based on current inventory and promotional programs. Be sure to visit LG.com often and sign up for our newsletters to be informed as new products and promotions are offered.

How do I know shopping on LG.com is secure?

At LG, we take information security very seriously and ensure a level of security appropriate to the sensitivity of the information we collect. We have implemented physical, technical and administrative security practices and safeguards reasonably designed to protect your Personal Data from unauthorized access and disclosure.

Please review our Privacy Policy in detail for more information.

What should I do if I have trouble placing an order or am unable to complete the checkout process?

We want to make your ordering experience hassle-free, every time. If you believe you have entered all your information correctly, but are unable to complete checkout, give this simple troubleshooting method a try: try completing your order using the Google Chrome browser and clearing your cookies and cache. Still running into trouble? Please don't hesitate to contact LG Order Support.

What are my payment options for purchases on LG.com?

For your convenience, LG.com accepts payment through major credit cards (Visa, MasterCard, American Express, Discover), as well as PayPal, Google Pay and Apple Pay.

When does my credit card get charged?

LG will charge your credit card only when your purchase is ready to ship. We generally pre-authorize credit cards when the order is initially placed to eliminate fraudulent transactions.

Can I order without a credit card?

At this time, LG only accepts major credit cards, PayPal, Google Pay or Apple Pay for payment. You may link your bank account via PayPal to be able to complete your purchase without the need for a credit card. However, LG.com does not accept cash or check payments.

Does LG validate my address for each order?

LG will validate your billing and shipping address for each transaction. Please note that international addresses are not currently accepted. Your credit card billing address must be entered exactly as it appears on your credit card statement in order to safeguard against unauthorized purchases and fraud. However, your shipping address does not need to match the billing address. We validate shipping addresses to ensure that we are correctly able to deliver products to the proper address.

How is the sales tax calculated?

Your purchases from LG.com will be taxed using the applicable sales tax rate for your shipping address, in accordance with state and local law.

Your invoice will reflect the final total tax, which includes state and local taxes, as well as any applicable rebates or fees.

How will the charge(s) appear on my credit card statement?

The charge for your LG.com purchase will appear on your credit card as LG Electronics U.S.A., Inc.

How quickly will I receive my order?

LG.com orders ship in accordance with the delivery date selected at checkout. This does not apply to pre-order offerings. Next day and expedited delivery will ship the following day or the same day if placed by 11 a.m. local time. All other orders are typically delivered within 7-10 business days. Final delivery timeline depends on the delivery address or how soon delivery can be scheduled for products that are eligible for in-home or white-glove delivery.

How do I check my order status?

You can visit LG.com to check your order's status. Simply log into your MyLG account portal to view all orders placed under the same email address you used for the order. You may also check order status using your order number here.

How do I cancel an order?

Order cancelation is available within the order status screen in the MyLG portal. For standard shipping orders, you can cancel within 1 hour. For expedited and next-day shipping, you can cancel within 20 minutes. Once the order enters processing, the online order cancelation link is not available. On rare occasions, the order may still be cancelable by calling LG Order Support.

For Accessories & Parts:

Once an order is confirmed, there is no guarantee the order can be canceled. If you are unable to cancel the order online, please contact LG Order Support. They will be able to instruct you further on initiating a return by requesting a Return Merchandise Authorization (RMA) for a refund. LG no longer sends a return label to OBS customers unless it is LG's fault or the part received was damaged/defective.

How do I revise my order?

Order modification is restricted, and generally not available through the online order status screen. If a recently placed order needs to be modified, please contact LG Order Support as soon as possible. LG makes no guarantees that a change to your order can be made. If shipping information is incorrect on your order, you will be required to cancel and reorder.

How do I get a copy of my invoice/purchase order?

You can print a copy of your invoice from the Order Confirmation page. You can also save the copy of your order confirmation email as a reference.

What happens after I complete my order?

First you will receive an email order confirmation. When the order has shipped, you will receive an update with shipping/tracking information. For major appliances and electronics, the LG delivery team will contact you to arrange a delivery date.

Why didn't I receive a confirmation email after I purchased a product on LG.com?

LG sends an automated order confirmation email within minutes of an order being placed. Please check your spam and junk folders for emails from no-reply@lge.com, and add the address to your safe list or address book to ensure prompt delivery of future emails to your inbox.

If you have not received an order confirmation email, please contact LG Order Support to inquire about the status of your order.

PRICING

Are prices and promotions the same online as they are in the stores?

LG.com prices, promotions and selections may differ from those at our authorized retailers. Prices and promotions (e.g., promotion codes or free shipping) offered online may not be the same as seen in stores, and store prices and promotions (e.g., coupons or additional discounts) may not be the same as seen online, unless otherwise explicitly stated.

Does LG offer price matching?

LG is not currently offering price matching for products available for purchase on LG.com - however, pricing may change regularly based on seasonal promotions.

SHIPPING & SERVICES

What are your delivery options?

Many LG.com products come with FREE delivery, as well as expedited and upgraded options for an additional fee.

Please see the individual product pages for exact delivery dates and options for your items. You may be asked to enter your ZIP Code into our system to receive the most accurate information.

For Small TVs (less than 55"), Monitors & Electronics:
All come with FREE Standard Delivery.

All small parcel items are curbside delivery only and no signature required. Our small parcel carrier will not complete delivery of any product into your home. LG is not responsible for any packages that are stolen from consumer property after successful delivery by our small parcel carrier.

You can upgrade to Expedited Delivery (2-4 business days) or Next Day Delivery for a small fee.

For Larger TVs (over 55"):
You can select Room of Choice Delivery, for which the carrier will arrive at a scheduled time of your choosing and place your new tv in the preferred room of your home or office.

Professional wall mounting and TV stand setup services may be available and can be added for a small fee. Please note that this does not include hardwire installation.

For Major Appliances:
All come with FREE Room of Choice Delivery. The carrier will arrive at a scheduled time of your choosing and place your new appliance in the preferred room of your home or office. Please note that this option does not include unboxing of your unit or any door removals.

You can upgrade your delivery to White Glove Installation, which includes product installation, parts and removal service for your old appliance. Please note that White Glove does not include hardwire installation, side venting, water line extension or propane conversion.

Does LG ship to APO, FPO or PO Box addresses?

At this time, LG is unable to deliver to the following types of addresses: P.O. Boxes, addresses outside the contiguous 48 states, international addresses, Army Post Office (APO), Diplomatic Post Office (DPO) and Fleet Post Office (FPO).

LG will only deliver shipments to valid street addresses in the contiguous United States. LG.com will not accept orders if the street address is invalid or undeliverable.

LG will deliver shipments to valid street addresses only. LG.com will not accept orders if the street address is invalid or undeliverable.

Can I modify the shipping destination after placing an order?

It is not possible to modify the shipping destination once an order is placed since the acceptance of your order was based on inventory in your area, and inventory is locked for delivery once an order is confirmed. Should you need help with your order, please contact LG Order Support.

How do I track my order once it has shipped?

For Products:

You will be able to track your order using the order tracking information you receive from LG or the shipper. Since several products are shipped through parcel delivery companies, delivery information is sent directly from these companies. Currently, orders delivered by carriers are unavailable for tracking.

For Accessories & Parts:

You will receive an email notification with the order tracking number once the order is shipped from our warehouse. You can also log into MyLG Order History, to check the status on your order.

What if I am not available to sign for my package?

Packages that are eligible for curbside delivery do not require your signature or presence at the time of delivery. However, it is recommended that someone is present to receive larger packages, such as televisions, to inspect the package when it is delivered. All small parcel items are curbside delivery only and no signature required. Our small parcel carrier will not complete delivery of any product into your home. LG is not responsible for any packages that are stolen from consumer property after successful delivery by our small parcel carrier. Major appliance and electronics deliveries are scheduled for delivery in advance to suit your convenience.

What should I do if my shipment has not arrived by the date specified or has been misplaced/lost?

Contact LG Order Support with your order number. Please review our Shipping Options for more information.

Can I refuse a shipment?

Contact LG Order Support with your order number. Please review our Shipping Options for more information.

For Products:

Refused shipments are subject to the LG Store Return Policy and return/restocking fees, if any, will apply. If the purchase was unauthorized, please contact LG Order Support to resolve the issue.

For Accessories & Parts:

All refused shipments will be considered as unauthorized returns and the customer will be responsible for the cost of shipping the product(s) back to the sender. Please note that refused shipments may take longer to arrive at our warehouse, which may cause a delay in processing your credit.

RETURNS

What is LG's return policy?

Return and Refund Policy for Vacuum and Laptop Products

All refurbished products are final sale and cannot be returned.

LG.com will accept return requests from non refurbished product purchases within the first 30 calendar days following delivery. However, shipping, delivery discrepancies, and products that arrive damaged must be reported to LG Order Support within 5 business days of delivery in order to be eligible for a full refund.

Outlet priced Products will be eligible for return and refund within seven (7) days of product delivery. If not damaged, LG will also accept returns of Outlet priced Products within eight to thirty (8-30) days of Product delivery but will deduct from the refund a fifteen percent (15%) restocking fee.

Once a return is approved and a return tracking label has been supplied, you will have 14 days to return back to LG. Refunds are issued once the product is returned back to our warehouse and inspected to ensure all original materials are returned - refunds will not be issued until after the product is returned.

All merchandise returned to LG must be in original packaging in the same condition with all original items (e.g., manuals, remotes, cables, etc.) that came in the box. Returns with missing items may result in a partial refund.

Return and Refund Policy for all other Products (Non Vacuum and Non Laptop)

LG.com will accept return requests for purchases within the first 14 calendar days after delivery. However, shipping, delivery discrepancies, and products that arrive damaged must be reported to LG Order Support within 5 business days of delivery in order to be eligible for a full refund.

If your order contained a TV greater than 50" or a major appliance, the carrier who delivered your order will coordinate the pick up and return of your item. Once your item(s) are successfully picked up from your home and in our delivery providers possession, a refund will be processed. All merchandise must be returned regardless of their condition. Any units disposed of by the consumer will not be refunded.

If your item originally shipped to you via small parcel carrier and a return is requested, once your return is approved and a return tracking label has been supplied, you will have 14 days to return back to LG. Refunds are issued once the product is returned back to our warehouse and inspected to ensure all original materials are returned – refunds will not be issued until after product is returned.

All merchandise returned to LG must be in original packaging in the same condition with all original items (e.g., manuals, remotes, cables, etc.) that came in the box. Returns with missing items may result in a partial refund. If a unit is found to be non-functional after the 14 day return period, you must contact dealer support for service and warranty support. For all other Products sold on the Store, LG will accept returns for non-damaged / non-defective reasons for a refund within fourteen (14) days of product delivery.

If not damaged, LG will also accept returns of such Products within fifteen to thirty (15-30) days of product delivery but will deduct from the refund a fifteen percent (15%) restocking fee.

Outlet priced Products will be eligible for return and refund within seven (7) days of product delivery. If not damaged, LG will also accept returns of Outlet priced Products within eight to thirty (8-30) days of Product delivery but will deduct from the refund a fifteen percent (15%) restocking fee.

LG reserves the right to reject any Product returned to LG that is damaged or materially altered due to customer misuse.

Return Policy for Orders Made on LG.com and Pick Up In Store

Q: What is the return policy for orders picked up in store (BOPIS)?
A: Items can be returned up to 30 calendar days from the original pickup day.

Q: Where can I process my return for BOPIS orders?
A: Returns can only be processed at participating Best Buy locations.

Q: Who can I contact for additional support with my BOPIS order?
A: For help with your new product visit LG.com/support for more resources or chat with our care team.

Q: Where can I find more information about my BOPIS order status?
A: To access information about your BOPIS order log into MyLG or Order Confirmation page.

What should I do with a damaged Product after the Return and Refund period?

Any damage or defects occurring after the return period are subject to the limited warranty on that particular Product and are not eligible for return and will be referred to our warranty department. Limited Warranty Information for all LG Products can be found on the product page under the support tab or by checking our Warranty Information Portal. For additional support, please call our customer service team at 800-243-0000.

Should you need repair service, submit an online Request a Repair or Contact Us. Please have the serial number of your Product and proof of purchase ready. Out-of-warranty service fees may apply for diagnosis, parts, and labor.

How do I contact LG regarding my order?

For questions regarding your order, you may contact LG Order Support: Telephone: 1-844-810-0070

Email: Orders@lgcns.com

Hours of operation: Monday-Friday 8:00 a.m. - 8:00 p.m. EST; Saturday 9:00 a.m. - 5:30 p.m. EST

Service Disclaimer

You assume any and all risks associated with the installation or replacement of any parts/accessories on your LG product including, but not limited to, bodily injury or personal property loss or damage.

LG recommends that you use a factory authorized service center that has the requisite skills, tools, training, and licenses/permits to provide complete and comprehensive service for your LG product. Please contact LG Customer Service at 1-800-243-0000 for assistance in locating an LG-authorized service center.

Third-Party Product Frequently Asked Questions

What are Third-Party Products?

”Third-Party Products” are Products sold on LG.com that are not branded as LG.
Third‑party products are items made by brands other than LG that are sold on LG.com. These products are offered to give you more choice while shopping in one place.

How will I know if an item is a Third-Party Product?

Third‑party products are clearly labeled on our website with a “Third‑Party Product” badge, so you can easily identify them while browsing or before adding items to your cart.

Do I earn MyLG Rewards Points when I purchase Third-Party Products?

MyLG Rewards Points are not earned on Third-party Product purchases. MyLG Rewards Points cannot be used toward the purchase of Third-party Products. Third-party Products are not included in the MyLG Rewards Points Program.

Can I buy Third-Party Products and LG Products in the same purchase?

Yes. You can purchase both Third‑Party Products and LG products in a single order. Please note that Third‑Party Products are shipped by a separate company and will arrive separately.

Where are Third-Party Products shipped from?

Third-Party Products are shipped to you from a separate company. For questions or support needs, you can still contact LG for assistance. (Microsoft products are supported directly by the manufacturer.)

Can I cancel a Third-Party Product order?

Third-party Product orders may be canceled within one (1) hour of placement (same as LG branded Products). Customized or pre-configured Third-Party Products cannot be canceled.

Third-party Product deliveries cannot be refused. If a package is refused without a prior return request or approved RMA (Return Material Authorization) the Third-party Product(s) will be returned to the customer, and no refund will be issued.

What do I do if my third‑party product is damaged on arrival?

If your third‑party product arrives with visible damage, contact LG Order Support within 24 hours of delivery to be eligible for a refund. The item must be returned in its original factory carton with all original packaging materials.

For concealed damage (damage discovered after opening a package that appeared undamaged at delivery) or defective items, submit a return request through LG. All return requests are subject to review, and additional information may be required to determine eligibility.

What is the return policy for Third-Party Products (other than Microsoft)?

You can return eligible third-party products within 14 days of delivery, pending authorization from LG. To ensure a smooth return and refund, please follow these simple guidelines:

• Keep it like new: Items must be returned in new, unused condition (unless defective). Please include all original parts, accessories, and packaging. Make sure the original box is clean and unmarked—please do not write on it!
• Wait for your label: Once LG approves your return request, we will send you a return shipping label and an RMA (Return Material Authorization) number.
• Ship within 14 days: Your return shipping label is valid for exactly 14 days from the day we send it. Be sure to ship your item before it expires!
• Separate returns for LG and third-party products: If you are returning both an LG product and a third-party product, please use the distinct shipping labels provided for each, as they are returned to different locations.

Important: All return instructions must be followed exactly. If an item is shipped late or does not meet the required condition guidelines, the return will be denied and sent back to you without a refund. In these cases, the refund will be forfeited. If a return is denied, we will contact you to explain the specific reason.

Microsoft products are final sale and not eligible for return, exchange, or refund. Microsoft products are subject to the terms of the manufacturer’s limited warranty. If you experience a problem with your Microsoft order, you must contact Microsoft directly (https://support.microsoft.com/en-us).