Lenovo Shopping Help FAQ

How do I check my order status?

You can view your order status in one of two ways.

• If you're a registered Lenovo.com customer, simply login to My Account and click View my Orders.
• Alternatively, Order Status and tracking information is provided through our Order Visibility Portal (OVP).

The website stated my product would ship in certain business days when I ordered it, but OVP is showing that it will ship at a later date. Is there something wrong?

Shipping times listed are estimates based on production time and product availability. An estimated ship date will be posted in OVP after your order is placed. If you chose any customizations when placing your order, your machine will be custom manufactured to meet the specifications you chose and estimated ship dates are subject to change. Once your order ships, OVP will reflect that information and provide your tracking number. You will also receive a shipping confirmation email.

Items missing?

If your order does not contain certain items that you purchased, please call 1800-222-220 or email mycs@lenovo.com

Damaged product or shipping box?

If your order contains damaged items upon arrival, please call 1800-222-220 or email mycs@lenovo.com

I have received a defective item, what should I do?

Please contact our Tech support team as soon as possible who may be able to quickly address the issue without the need for return.

Technical Support Hotline (Standard Warranty): Call 1800-818-478 or email aseanmy@lenovo.com
Premium Care: Call 1800-818-614 or email premcaremy@lenovo.com
Premier Support: Call 1800-818-613 or email my_premier@lenovo.com

What do I do if my package shows delivered but I did not receive it?

Please call 1800-222-220 or email mycs@lenovo.com

What do I do if my product arrived but not functioning properly, unable to activate software and/or will not power on?

You can contact Tech support team for troubleshooting and activation

Technical Support Hotline (Standard Warranty): Call 1800-818-478 or email aseanmy@lenovo.com
Premium Care: Call 1800-818-614 or email premcaremy@lenovo.com
Premier Support: Call 1800-818-613 or email my_premier@lenovo.com

What are the delivery charges?

Lenovo offers free standard shipping and returns to addresses in Singapore. We want your shopping experience with us to be risk-free and hassle-free.

How long will it take for you to deliver my order?

Shipping times listed are estimates based on production time and product availability. An estimated ship date will be posted on our order status site after your order is placed. Ship dates do not include delivery times. Lenovo is not responsible for delays outside of our immediate control, including delays related to order processing, credit issues, inclement weather, or unexpected increase in demand.

Once your order has been shipped from our warehouse/factory, please allow additional time for the item to be delivered to your door. The delivery time will vary depending on order type and location. For an estimate, please refer to the table below

	Estimated Delivery Times (after the product ships from warehouse)
Delivery Location	Product indicated with "Ships within 3-6 business days"	Custom to Order (CTO), Product NOT indicated with "Ships within 3-6 business days" and excluding Monitors	Monitor models not indicated with "Ships within 3-6 business days"	Shipping Cost
West Malaysia	3-6 business days	1-2 weeks	3 weeks	FREE
East Malaysia	6-10 business days	1-2 weeks	3 weeks	FREE

Will you send me an email to confirm that you've received my order?

Absolutely. As soon as we receive your order, we'll let you know. Your order will be accepted when we ship the product or deliver the service to you. For further information, please read our Terms and Conditions for Online Sales.

How can I track the delivery of my package?

Once your order has shipped you will receive a shipping confirmation email, which will include your tracking number and estimated delivery date. Order Status and tracking information is provided through our Order Visibility Portal (OVP).
Click here to check your order status.

Can I have my purchase shipped overseas?

Unfortunately, no. We're unable to ship orders internationally from outside Australia or New Zealand due to export restrictions and policies. However, we have online stores throughout the world, so it's easy to order from Lenovo.com for your destination country.

Lenovo.com Return Policy

Configured-To-Order ("CTO"): Lenovo will not make refunds, accept returns and allow exchanges for all CTO products.

Fixed Configuration: You have up to 7 calendar days from the time you receive your item(s) to initiate a return/exchange. To initiate a return/exchange, please email to mycs@lenovo.com

Defective or Dead-on-arrival: For quality related returns (defined as Dead On Arrival, Missing, Wrong, Damaged, or Cosmetic ("MWDC") issues & 7 or more dead pixels), customers are allowed a full refund of their purchase price.

Non-Quality Issues: In the event you choose to return your product or do an exchange due to non-quality related reasons, Lenovo will consider your request but will have the absolute discretion to decide whether to allow the same. All returned items should have the original packaging intact and products unused. Lenovo's decision will be final & no appeals will be entertained. In the event Lenovo decides to allow the return/exchange of your product upon satisfactory inspection of the returned unit, Lenovo reserves the right to charge you a 25% fee for any opened unit (per unit) and a 15% fee closed box returns (per unit).

Software and Peripherals: Software and peripheral Products which are purchased as part of a packaged Product offering (i.e. Lenovo personal computer and/or tablet Products) ("Packaged Product") can only be returned for the purposes of an exchange or refund in its packaged entirety, along with the relevant invoice, and Lenovo will not allow an exchange or refund of individual items where were purchased as part of a Packaged Product.

A software and/or peripheral Product which was not purchased as a Packaged Product ("Individual Product") can only be exchanged for a Product with the same specifications, if a defect in the Product is proven. Lenovo does not provide refunds or credits for any Individual Products with proven defects, and in such a situation, Lenovo will instead conduct a one-to-one exchange for your defective Individual Product.

Where it is impractical to effect a one-to-one exchange for any Individual Product or a part of a Packaged Product, Lenovo reserves the right to replace the defective Product with a Product which is of similar or equal value.

How do I return an item?

To return an item please email mycs@lenovo.com.

When will my money be refunded when I've made a return?

Once your return has been received, Lenovo will perform a quality analysis of all returned merchandise which can take up to 10 business days. When completed Lenovo will process your refund credit. Please note based on your original form of payment it could take up to ten business days for your refund to be posted to your account. Lenovo does not provide refunds or credits for portions of a packaged offering provided at a single price or for preloaded software products installed by Lenovo.

Can I change or cancel my order after it's been placed?

Lenovo cannot guarantee cancellation or change to an order once it has been received. All cancellation requests will be reviewed to determine eligibility. Products that have already shipped or started the manufacturing process cannot be cancelled. After submitting a cancellation request, you will be notified via e-mail if the order was cancelled successfully or if we are unable to fulfill your request. To cancel or change an order please contact 1800-222-220 or email mycs@lenovo.com

Why was my order cancelled?

Your order may have been cancelled due to one of the following reasons:

-The payment method is not accepted, was rejected or declined
-Payment method authorization failure
-Lenovo inventory, website or internal system error
-Information including but not limited to, the shipping address, billing address and payment information used to place on any order on Lenovo.com will be verified for security purposes. Orders may be automatically cancelled if verification is not successful.

Please note that cancelled orders will not be shipped and any authorization holds will be reversed according to your financial institution policies.

Why product is not available after I have placed order?

Offers, prices, specifications and availability may change without notice. Lenovo will contact you and cancel your order if the product becomes unavailable or if there was a pricing or typographic error. Products advertised may be subject to limited availability, depending on inventory levels and demand. Lenovo strives to provide a reasonable quantity of products to accommodate estimated consumer demand.

What type of payments options does Lenovo offer when shopping online?

Lenovo offers a variety of payment options for purchases made on Lenovo.com, including:

-VISA and Mastercard
-HSBC installment plan. We offer 6 and 12 months interest free installment
-Direct deposit. Please email bank receipt to seapayments@lenovo.com with your order number (46XXXXXXXX) after payment has been deposited to our bank account

Why is there credit card authorization?

During checkout, Lenovo will request a pre-authorization for the total order amount from your credit card company, this is not an actual charge. This is to confirm the validity of the payment method. Your bank reserves the funds until the transaction processes or the authorization expires, but this isn't an actual charge. We proceed with the actual charge when your item ships. If you ordered more than one item, there may be multiple charges as items ship separately as they become available.
At times, we may have to re-authorize your credit card for the unshipped amount. This may result in a duplicate authorization that will be released according to your banks authorization hold policy. Again, this is a hold on the funds, not an actual charge.
Should you have query regarding payment, please email to seapayments@lenovo.com

What's this additional MYR1 payment to Lenovo?

We only use this to verify the validity of the card you used. The amount will be refunded once your order has been finalized.

Does Lenovo accept credit cards issued outside Malaysia?

We can only accept cards issued within Malaysia.

My credit card expires this month. Is this okay?

Unfortunately, you won't be able to use to purchase online.

If I pay by credit card, will it delay my order?

This will only happen if your card is low on funds and we can't complete your order. We'll contact you immediately to sort this out and get your package on its way to you.

What is the installmet process?

Bank will hold the total order amount on the day of purchase and subsequently you will be charged monthly as per your installment selection. Orders will be charged before your item is shipped.

My payment has been declined. What do I do now?

Please contact your bank. There may be insufficient funds or your account may be blocked. Once confirmed with bank please email our payment team, seapayments@lenovo.com.

Can I use a foreign currency to make a payment?

Unfortunately, no. We only accept Malaysian Ringgit (MYR).

I accidentally paid twice.

Please email our payment team, seapayments@lenovo.com as soon as possible

Where is my invoice?

When we ship your order, we'll send you an email with your official invoice. Unfortunately, we do not provide an invoice at the time of delivery with the courier. You may also download the invoice directly throught Order Visibility Portal (OVP) once order has shipped. Click here to login

How do I change the shipping name and address in invoice?

Please email Billing Adjustment team, pcdaba_my@lenovo.com

Do I need an account to checkout?

It's entirely up to you whether you choose to create an account or checkout as a guest.
Guest checkout is a speedy way to make a one-time purchase, but we won't store your billing and shipping information. You'll need to enter this again for any future purchases.
Of course we'd love to see you create a Lenovo account or subscribe for email updates on exclusive offers and exciting new product launches. It's your choice.

I think I've clicked the order button more than once.

Not to worry – call 1800-222-220 or email mycs@lenovo.com as soon as possible