FAQ (Frequently Asked Question)

FAQs

 

MY LSG ACCOUNT

Q: How do I register for an account with LSG? 

Please click here  to create an LSG online account  with your email address.

Q: What is my user ID and password?

If you previously created an LSG account, your user ID is the email address you provided upon registration. Your password is set during registration.

To log in to an existing account, click here . If you have forgotten your password, click here  to reset it.

Q: How do I access my order history?

To access your order history, log-in to the My Account page click here. Your most recent orders will be displayed on this page. You can view all your orders by clicking View All Order History.

Q: How can I access my invoice and receipts for past orders?

Log-in to the My Account page click here. Your most recent orders will be displayed on this page.

If you want a PDF copy of the receipts you received for each order, click the “Download as PDF” button.

 

PAYMENT PROCESS

Q: What are my payment options for my orders?

For your convenience, LSG accepts different payment methods:

  • Cash

  • Personal or business checks

  • Visa, MasterCard, American Express

  • PayPal

  • Electronic Funds Transfer (EFT) 

  • Wire transfer

  • Paymaya

  • Payment Terms for Corporate Account 

Payment terms are at LSG's sole discretion, and unless otherwise agreed to by LSG, payment must be received before LSG accepts an order. 

Orders are not binding upon LSG until accepted by LSG. Any quotations LSG provides are valid for the period stipulated in the quotation.

Q: When will my order be billed to my credit card?

Your credit card will be charged upon shipment of the items. Our sales associates will let you know in advance if some of the items in your order are not in stock, and your credit card will only be charged for orders that have been shipped. In these rare cases, your bill may be split into multiple charges as the items are shipped to you separately.

Q: How do you provide an invoice?

To meet the unique demands of your business, we offer different invoicing options so you can choose the one that’s best for you.

Consolidated Invoicing:

You will receive only one invoice per order, even if the items are shipped from multiple locations. This is our standard billing procedure unless you request for another invoicing option.

Periodic Invoicing/Billing:

All of your purchases will be tracked and consolidated into one invoice. Simply tell us when you would like your billing cycle to start and whether you prefer a monthly, weekly, biweekly or daily invoice schedule. 

Packing Slip Invoicing:

We will send you an invoice for each packing slip.

 

PRICE QUOTE AND SPECIAL RATES

Q: How can I get a price quote or special rates?

To get a quote or special pricing send your request to support@lsgindustrial.com or call Customer Care at +63 45 649 8150. You will receive a response from our Sales Associates within 24 hours (Monday through Friday).

Any quotations LSG provides are valid for the period stipulated in the quotation.

Q: If the quote expires, is voided, or is processed, what happens?

It is still possible to purchase products from expired, void, or processed quotes but the cost will reflect current pricing.

Discontinued items are not available for purchase. Please contact Customer Care at support@lsgindustrial.com or +63 45 649 8150 so we can provide you with an alternate product recommendation.

Item prices in your quoted order will be adjusted according to current pricing. For instance, if the prices of items in your quoted order have dropped, the price of your order will reflect the new, lower price.

As long as the quoted price of the product is not expired, voided, or previously processed and the product is still available for purchase, we will honor the (lower) quoted price of your order, even if current prices have increased.

Q: How do I place an order from a quote?

Please contact Customer Care at support@lsgindustrial.com or call +63 45 649 8150. 

Our sales associates will be happy to help you place your quoted order.

Q: What if I need to make changes to a quote?

You cannot make any changes to a quotation that's already been created. Alternatively, we can give you a new quote that reflects your preferred changes. Please contact Customer Care at support@lsgindustrial.com or call +63 45 649 8150. 

 

ORDERS

Q: How do I place an order?

LSG innovates constantly to make ordering and shipping convenient for you.

To order, here are your options:

  • Order Online: Visit  [LSG's new website URL] or create an account by clicking here  

  • Send us an e-mail: sales@lsgindustrial.com

  • Give us a call: +63 45 649 8150, Monday through Friday from  7AM to 9PM

  • Send us fax: Place your order 24 hours a day via +63 45 649 8150

  • Visit our main office: We are happy to personally assist you when you visit the LSG Main Office at Lot 1 Centennial Road, Highway Clarkfreeport, Philippines  2023. We are open from Monday through Friday from 7AM to 9PM.

Q: How do I order online?

After deciding on the product(s) you wish to order, click the Add to Cart button and select the quantity of items that you want to order.

Keep adding to cart until you've completed your order. Once you're ready to checkout, click on the Cart button.

To proceed, you will be asked to either register (for new users) or log in to your account (for existing users). You may also choose 'Checkout as Guest.' The LSG Checkout page will prompt you for additional information (e.g., name, shipping address and billing information) to complete the transaction.

Enter all required information, then click Place Order. Your order has been successfully processed if you see the Thank You for Your Order page. Additionally, you will receive an email confirmation of your order.

Most orders will ship within 1 business day. If you have any questions or issues during the ordering process, contact support@lsgindustrial.com or call Customer Care at +63 45 649 8150. 

 

Q: How do I cancel my order?

To cancel an order that has already been placed, please contact support@lsgindustrial.com or call Customer Care at +63 45 649 8150. We’re available Monday through Friday from 6am to 9pm. 

Q: How long does it take to process an order?

We are committed to processing and delivering orders as quickly as possible. LSG typically ships stocked items within 1 business day. Depending on your location, your orders should arrive within 3 to 7 business days. Our sales associates will let you know if some of the items you ordered are not in stock. Process and delivery times may, however, vary depending on the product. 

For guaranteed delivery of items that are needed urgently, we strongly encourage you to consider expedited shipping options, which are available on many of our products. If you have any questions about processing time and/or expected delivery timeframes for your order, please contact support@lsgindustrial.com or call Customer Care at +63 45 649 8150. We’re available Monday through Friday from 6am to 9pm.

 

SHIPPING 

Q: How does LSG facilitate shipping?

Our sales associates ensure that your order is packed and shipped from the warehouse in excellent condition. 

We recognize that time is a critical factor in ensuring smooth operations for your business. That is why, to better serve you, we now offer FREE in-branch pick up. Arrangements can be made with our team by calling +63 45 649 8150.

For product shipment, LSG’s trusted partners are  logos 

  • Air21

  • UPS

  • Fedex 

Q: May I choose my own shipping company and use my own account?

At the moment, LSG does not allow customers to choose their own shipping company or use their own shipping accounts for orders. If you have any questions about how your order will be shipped, please contact Customer Care at support@lsgindustrial.com or call +63 45 649 8150. 

Q: What is LSG’s shipping policy?

LSG delivers 7 days a week. Charges for shipping are calculated based on the actual weight, the distance traveled, and the shipping service you select (ground, sea freight, air freight).

All shipments are Ex-works shipping point. The shipping method is determined by the size  and weight of each item. Items of differing size and weight may be shipped separately, by different methods, even if ordered together. Most items will be sent via Air21. 

Unless otherwise stated, freight and shipping fees will be charged for shipments to anywhere in the Philippines and around the world. Other terms apply to export orders. Any extra charges incurred for additional services, such as customer's carrier or special handling by the carrier, must be paid by the consignee. 

 

Once the shipment is handed over to the carrier, title and risk of loss pass to the customer. If the product is damaged in transit, the customer's only recourse is to file a claim with the carrier. We are unable to file damage claims on your behalf.

Q: How do I track my order?

You can easily check the status of your order and the tracking number by signing into your account [click here]. You may also contact support@lsgindustrial.com or call Customer Care at +63 45 649 8150. We’re available Monday through Friday from 6am to 9pm.

Q: How can I expedite the shipment of my orders?

For guaranteed delivery of items that are needed urgently, we strongly encourage you to consider expedited shipping options, which are available on many of our products.

If you have any questions about processing time and/or expected delivery timeframes for your order, please contact support@lsgindustrial.com or call Customer Care at +63 45 649 8150. 

We recognize that time is a critical factor in ensuring smooth operations for your business. That is why, to better serve you, we now offer FREE in-branch pick up. Arrangements can be made with our team by calling +63 45 649 8150.

 

RETURNS

Q: What is LSG’s return policy?

If you are not satisfied with the item you purchased, please contact us at support@lsgindustrial.com or call Customer Care at +63 45 649 8150 within 7days after the item is received.

Upon inspection, a refund can be arranged excluding freight charges. Merchandise must also be returned in the original packaging, freight prepaid, unused, and in resalable condition.

Customers are only responsible for the freight charge and stocking fee where applicable, as long as the return includes the original packaging, all documentation, warranty cards, cables, etc. LGS reserves the right to allow returns of products after 30 days from the invoice date. The returned merchandise will be subject to a 15% restocking fee if it is accepted after this period, and credit will only be issued for future purchases.

The shipping and handling fees are non-refundable for all returns. The customer may also be responsible for return shipping charges, insurance, and shipment tracking. If you require an estimate of return shipping charges, please contact us at support@lsgindustrial.com or call Customer Care at +63 45 649 8150 . Customers are responsible for freight charges if orders are shipped prior to a cancellation request.

Our return policy includes inspection of all returns, and LSG reserves the right to deny credit for damaged, used, or non-resellable items. 

Q: What products are considered Non-Returnable and/or Non-Cancelable?

Once you place an order for custom-cut, customer-built, or special order items (such as equipment and regularly stocked items such as consumable items) your order is considered non-cancelable. Any custom-cut, customer built, or special order items purchased by you are also non-returnable. Contact support@lsgindustrial.com or call Customer Care at +63 45 649 8150 for a complete list of applicable products.

 

Q: How do I process the return of purchased items?

LSG has an Online Return Center [link] designed to make returns easy and hassle-free. You may also contact support@lsgindustrial.com or call Customer Care at +63 45 649 8150 to process returns.

You will need to have the following information on hand when calling or using the Online Returns Center:

  • Customer Name

  • Invoice Number

  • Serial Number (if applicable)

  • Reason for return

 

PRIVACY POLICY 

Q: What information does LSG collect about you?

As our valued customer, maintaining your privacy is very important to us. That is why, we take every measure to protect and secure the information we collect and share with our partners and other associates. 

LSG may collect, compile, and utilize different types of information from users who access or visit this Site. If you purchase products from our Site, your transnational information can be collected and used by LSG for database compilation or to provide you with subsequent products or services.

LSG may collect personal information about you, your browsing history, and other information regarding your use of the Site, including but not limited to:

  • Customer name

  • Email address

  • User ID and password

  • Telephone number

  • Billing address 

  • Shipping address and telephone number (if different from billing address)

  • Job title

  • Credit card information (optional)

  • Birth date

  • Cookies

  • Viewing history

  • Web preferences

  • Purchase history

  • IP address

  • Other information needed to provide access to the Site's applications or LSG’s provision of products and services to you

Q: How does LSG use your information?

An online transaction cannot be completed successfully without our customer’s essential information. Site users and visitors may receive notifications about LSG products, services, and other lawful marketing purposes using the information collected.

 Further, this information is collected to compile statistical data, to improve system administration and to enhance customer experience. By collecting information, LSG can maximize functionality of this Site, expand product growth and improve customer service. 

Q: How does LSG share your information?

LSG may choose to share information with some specific third parties, such as suppliers, financial institutions, and third party service providers in compliance with the law to complete LSG-related transactions.

If we are legally required to do so, LSG may disclose information about any Site visitor through subpoenas, investigative requests (with or without a subpoena), and other processes to uphold and protect LSG’s legal rights.  

Our policies and procedures for data privacy and protection are in compliance with the Philippines Data Privacy Act of 2012, its Implementing Rules and  Regulations, circulars, and advisories.

Q: When does LSG’s Privacy Policy apply? 

This Policy applies the moment you use the Site. LSG reserves the right to amend this Policy at any time. We will post all changes to this page. Continued use of the Site indicates your agreement with such changes. Keep checking this Policy page for updates and the latest information on privacy policies.

If you have any questions or suggestions regarding our Privacy Policy, please contact LSG by email at info@lsgindustrial.com or call +63 45 649 8150.

 

CONTACT LSG

Q: How do I contact LSG?

We’d love to hear your feedback on how we're doing, but more importantly, know how we can assist you.

Our dedicated Customer Care Associates are available Monday through Friday from 7am to 9pm.

LSG Contact Numbers:

·         General customer service: info@lsgindustrial.com

·         Website and eCommerce related questions: support@lsgindustrial.com

·         Fax: +63 45 649 8150

·         Sales: sales@lsgindustrial.com

·         International Sales Phone: +63 45 649 8150

·         International Sales Fax: +63 45 649 8150

Chat with LSG

We're here to help - if you have any questions about our full line of products please login to chat with our customer service associates.

Click here [link].

By Mail

LSG Main Office 

Lot 1 Centennial Road, Highway Clarkfreeport, Philippines  2023