Frequently Asked Questions

ORDERING

How do I place an order on LG.com?

First make sure that the product you wish to purchase will fit into the available space in your home. Then select the product and click the Add to Cart button. Then open your shopping cart by clicking the cart icon in the main navigation bar, and follow the instructions for checkout. Upon completing checkout, you will receive an email confirming the order. We're here for you. If you should need any help while ordering, contact LG Order Support.

Note: If the item is out of stock, the Add to Cart button may not be displayed or may not be clickable. In that case, you may 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 that you can 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 are offered for sale.

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

LG is very serious about the security of your information, and we take steps to provide 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 your ordering experience to be trouble-free, every time. If you believe you have entered all your information correctly, but have been unable to complete checkout, please 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.

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, so as to eliminate fraudulent transactions.

Can I order without a credit card?

At this time, LG only accepts credit cards or PayPal for payment. You may link your bank account to PayPal and be able to pay without using 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 as well as shipping address for each transaction. Your credit card billing address needs to be entered exactly as it appears on the credit card statement. This is to protect you from unauthorized purchases and fraud. However, the shipping address does not need to match the billing address. We validate shipping addresses to ensure that we are able to deliver products to the 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 CNS America.

How quickly will I receive my order?

LG usually ships most orders within 2 business days, and most orders should be delivered within 7-10 business days. Final delivery timeline depends on the delivery address, and for products that are eligible for in-home or white-glove delivery, how soon delivery can be scheduled.

How do I check my order status?

You can visit LG.com to check Order Status. Simply log into your My LG 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 My LG portal. Orders are usually eligible for cancelation for a short period (often as little as 20 minutes) after they are placed. 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 instruct you to accept the order and initiate a return by requesting a Return Merchandise Authorization (RMA) for a refund.

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.

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.

Is LG offering price match?

LG is currently not offering price match for all products available for purchase on LG.com.

SHIPPING & SERVICES

What are your delivery options?

Many LG.com products come with FREE delivery, as well as expedited and upgrade options for a fee.

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

For For Small TVs (less than 55”), Monitors & Electronics:
All come with FREE Standard Delivery (6-8 business days).

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

For Larger TVs (over 55”):
You can select Room of Choice Delivery. The carrier will arrive at a scheduled time of your choosing and place the item in the preferred room of your home or office.

Or 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.

For Major Appliances:
All come with FREE Room of Choice Delivery. The carrier will arrive at a scheduled time of your choosing and place the item in the preferred room of your home or office.

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.

For Parts & Accessories:
All can be shipped via Standard Delivery (6-8 business days) or upgraded to Expedited Delivery (2-4 business days). Fees apply.

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. If you should need help on 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.

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 My LG > 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. 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, causing 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 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.

Once a return request is approved, you will receive a Return Merchandise Authorization (RMA). You will have 15 calendar days to return the item to LG. Returns without an RMA number will not be accepted and credit will not be issued.

All merchandise returned to LG must be in original packaging in 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 15 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. Refunds are subject to an 8% restocking fee for returns of undamaged and non-defective products

All merchandise returned to LG must be in original packaging in new 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.

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. 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.

If 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@lgsupport.com

Hours of operation: Monday-Friday 8:00 a.m. – 5:00 p.m. CST, except national holidays

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.