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What are the benefits of the LG Second Year Promise Program?

Upon enrollment into the LG Second Year Promise program, you will receive a second year of manufacturer limited warranty coverage, at no cost. The LG Second Year Promise program provides benefits such as:

• The same coverage as our first year manufacturer's limited warranty for an additional 12 months (starting in the 13th month of ownership) for free - no premiums, deductibles or shipping charges required.
• If your defective device is confirmed as covered by the limited warranty, your repaired device will be returned within 2 - 8 business days from receipt at LG. Shipping both ways is covered by LG.
• Customer Support that is available Monday through Friday, 7:00am - 7:00pm EST, by calling (888) 336-1626 or emailing support@LGPromiseCanada.ca.

How do I sign up for the LG Second Year Promise program?

To be eligible for the LG Second Year Promise program you must register your LG device at www.LGPromiseCanada.ca within the first 90 days of ownership. Your personal details along with proof of purchase and IMEI/MEID are required to register for the program.

Upon successful enrollment in the Promise program, you will receive a Registration ID. Store this ID, as you will need to provide it when submitting a claim.

What LG devices qualify for coverage under the Second Year Promise program?

The LG Velvet 5G is the only device that qualify for coverage under the Second Year Promise program.

I don't live in Canada. Can I still register for the LG Second Year Promise program?

The LG Second Year Promise program is currently available only to customers who purchased the LG Velvet 5G. Customers must also live in Canada and claims can be sent only to valid Canadian postal addresses.

More information about the LG Second Year Promise Program available to US customers can be found at www.LGPromise.com

What is considered as a valid purchase in order to register for the LG Second Year Promise program?

A valid purchase includes a new LG Velvet 5G purchased from a major carrier, authorized retailer, authorized national retailer, or authorized online dealer inclusive of unlocked devices.

Is the LG Dual Screen or any other mobile accessories covered under the Second Year Promise Program?

No. Neither the LG Dual Screen nor any other mobile accessories are covered under the Second Year Promise program. The only qualifying device covered under this program are the LG Velvet 5G devices purchased from a major carrier, authorized retailer, authorized national retailer, or authorized online dealer inclusive of unlocked devices.

I purchased my LG mobile device on the web as part of an online auction or a classified ad. Is my device eligible?

No. If your LG Qualifying Device was not purchased new, from an LG authorized retailer or wireless carrier, it is not eligible. Valid proof of purchase is required for all program registrations. No exceptions.

If I purchased my qualifying LG device in used or refurbished condition, does that qualify for the Second Year Promise program?

No. LG Qualifying Devices purchased in used or refurbished condition do not qualify for the Second Year Promise program. These qualifying LG devices must be purchased new, from a major carrier, authorized retailer, authorized national retailer or authorized online dealer, inclusive of unlocked devices.

Is there a timeline to register for the LG Second Year Promise program?

To participate in the Promise program, customers must register their LG Velvet 5G within the first 90 days of ownership.

All registrations must be submitted via www.LGPromiseCanada.ca.

What is the cost of the LG Second Year Promise program?

There is no cost to take advantage of this benefit.

If I lost my proof of purchase, what should I do?

Try contacting the carrier or retailer you purchased your device from. They may be able to supply a copy of the receipt.

What is covered under the LG Second Year Promise program?

As with LG's first year manufacturer's limited warranty, the LG Second Year Promise program covers mechanical and electrical issues caused by manufacturing defects. For more information on the warranty and coverage, you can refer to your User Guide.

What is NOT covered under the LG Second Year Promise program?

The LG Second Year Promise program does not cover damage that is not covered by the original manufacturer's limited warranty, including, but not limited to, any physical or liquid damage caused by misuse, water ingress or other accidental damage. For more information on the warranty and coverage, you can refer to your User Guide.

Does the LG Second Year Promise program cover physical or liquid damage?

No, as with LG's first year manufacturer's limited warranty the LG Second Year Promise program covers mechanical and electrical issues that don't arise from consumer abuse. For more information on the warranty and coverage, you can refer to your User Guide.

When does coverage begin?

Coverage for the LG Second Year Promise program begins the first day of the 13th month of device ownership and continues through the 24th month of device ownership. Your first year of device ownership (months 1-12) is covered under the standard first year LG manufacturer's limited warranty.

What is the length of coverage?

Coverage for the LG Second Year Promise program continues through the 24th month of device ownership.

Does this plan replace my LG manufacturer's limited warranty?

No. This plan is in addition to the first year manufacturer limited warranty coverage already provided by LG.

How do I cancel the LG Second Year Promise program?

To cancel the LG Second Year Promise program, contact Customer Support by calling (888) 336-1626 or by emailing support@LGPromiseCanada.ca. Customer Support is available Monday through Friday, 7:00am - 7:00pm EST.

I own an LG mobile device, but it is not a qualifying LG device. Can I enroll in the LG Second Year Promise program?

The LG Second Year Promise program is currently valid only for LG Velvet 5G devices. No other LG devices qualify for the Second Year Promise program.

Where can I find the terms and conditions for this program?

Click here for the full terms and conditions for this program.

Is the LG Second Year Promise Program transferrable to someone else?

No. The LG Second Year Promise program is only valid for the original purchaser. Only claims made by the original purchaser will be honored.

Do I need carrier insurance if I enroll in the LG Second Year Promise program?

The LG Second Year Promise program covers manufacturer defects. It does not cover loss, theft or user damage that may be part of your carrier coverage plans. To ensure that you are fully protected, LG encourages you to take advantage of all coverage plans offered to you through LG and your carrier of choice.

Who is eligible to file a claim under the LG Second Year Promise program?

The LG Second Year Promise program is open only to customers who are Canadian residents, and who have registered their Qualifying Device into the program within the designated time period. Eligible claims will be accepted only from within Canada.

Is there a waiting period before I can submit a claim?

No. If you have registered your device, coverage begins immediately upon the 13th month of device ownership. On the first day of the 13th month, you are eligible to submit a claim under the LG Second Year Promise program

How do I file a claim for my LG Qualifying Device?

• During the first year of device ownership (months 1-12), your device is covered through LG's standard manufacturer's limited warranty. In order to file a claim during your first 12 months of ownership, please visit your carrier or contact (888) 542-2623.
• During your second year of device ownership (months 13-24), as long as you are enrolled in the LG Second Year Promise program, you will visit www.LGPromiseCanada.ca to file your claim. Please make sure to have your Registration ID available as you will need that to submit a claim. Your Registration ID was emailed to you after you successfully enrolled in the LG Second Year Promise program. When filing a claim, please review your shipping address for accuracy.
• For support with your Second Year Promise claims please call (888) 336-1626 or email support@LGPromiseCanada.ca. We are available Monday through Friday, 7:00am - 7:00pm EST.
• For LG product help and support please visit https://www.lg.com/ca_en/support or call the LG general Customer Service line at (888) 542-2623.

I lost my Registration ID, what do I do?

If you have lost your email with your Registration ID, please contact Customer Support at (888) 336-1626 or by emailing support@LGPromiseCanada.ca. Customer Support is available Monday through Friday, 7:00am - 7:00pm EST.

After I submit my claim, what communication will I receive to update me on my claim status?

Once you've submitted your claim, you will receive an email informing you that your submission has been received, and you will be given a Claim ID. LG will review your claim and determine whether or not the defective device is covered under the LG manufacturer's limited warranty. You will receive an email within 1 business day after your submission, notifying you of your claim status. Claim status will fall into one of three categories:

• Claim validated/approved: If you receive an email informing you that your claim has been approved, you will then be emailed a prepaid shipping label within 1 business day, with instructions for returning your defective handset.
• Claim missing information: If you receive an email informing you that your claim is missing information, LG will inform you what information is required to process your claim. You will have 7 calendar days to provide the information requested or your claim will be marked as invalid.
• Claim rejected: If you receive an email informing you that your claim has been rejected, LG will provide the reason(s) why they are unable to process your claim. Your claim will then be closed.

If you have any questions about your claim, you can email Customer Support at (888) 336-1626 or by emailing support@LGPromiseCanada.ca. Customer Support is available Monday through Friday, 7:00am - 7:00pm EST.

Do I have to pay a deductible when I file a claim?

No. Since this program is offered to customers at no charge, there is no deductible for a claim.

Will I be responsible for the shipping fees?

No. LG will email you a prepaid shipping label to return your defective device and will also cover the shipping costs of your replacement device.

If my claim is approved, how soon can I expect to receive my replacement device?

Once your claim has been received and validated, you will be emailed a prepaid shipping label within 1 business day. Once your defective device has been confirmed as received, your repaired device will be returned within 2 - 8 business days.

If I have questions about my claim, whom do I contact?

If you have any questions about your claim, you can email Customer Support at (888) 336-1626 or by emailing support@LGPromiseCanada.ca. Customer Support is available Monday through Friday, 7:00am - 7:00pm EST.

What about my data, applications and other software that I have on my device?

LG will not re-install or back-up any data, applications or software that you have added to your phone. It is recommended that you back-up any such data or information prior to sending your device to LG, to avoid the permanent loss of such information. LG recommends using LG Bridge to help you manage, update and back up content and applications all in one place. For more information on LG Bridge, please contact (888) 542-2623 or visit https://www.lg.com/ca_en/support/contactus for details on the various ways we can be reached.

How do I prep my device before I ship it back?

Before you ship the device, LG recommends that you follow the below guidelines and advice:

• Back up your data on your phone - LG will not re-install or back-up any data, applications or software that you have added to your handset
• Remove your SIM and microSD cards. These will not be returned to you.
• Pack your handset as securely as possible in a box or container, it is recommended that the handset be packed with wrapping or cushioning
• Please print the prepaid shipping label provided to you and securely affix the shipping label to your parcel.

In terms of shipping your device, keep in mind:

• All return packages can be dropped off at a drop box, Staples location, at a Purolator Authorized Shipping Agent location, or at any one of the Purolator Shipping Centre locations near you.
• There is no charge to drop off a prepaid return package.
• You can also call 1 888 SHIP-123 (1 888 744-7123) and speak with one of the Purolator Customer Service Representatives to arrange a pickup

What do I do if I have no access to a printer to print out my prepaid shipping label?

If you do not have access to a printer, please contact Customer Support to request a prepaid shipping label to return your phone. The label will be sent within 7 working days. Contact Customer Support at (888) 336-1626 or by emailing support@LGPromiseCanada.ca. Customer Support is available Monday through Friday, 7:00am - 7:00pm EST.

What is the warranty period on my repaired device received as part of the LG Second Year Promise program?

The repaired device is covered under the manufacturer's limited warranty for 90 days following the date of return.

How will you use and/or share my information?

LG has a very strict privacy policy to protect our consumers. Full privacy policy is available at http://www.lg.com/ca/privacy.