A safe, warm welcome back to our stores!
All IKEA Canada locations are now open to customers. Working in line with recommendations from local governments and health authorities, we have introduced enhanced, preventative health and safety measures across the shopping experience and operations to ensure co-workers and customers feel safe to work and shop. For more details on opening hours, safety measures and important updates, please click here.
Before contacting IKEA Canada you may find the answer to your question below.
Our Customer Support Centre is now working on reduced hours of operation from 9 AM – 9 PM ET, 7 days a week. Given the current situation, our Customer Support Centre is experiencing higher than usual contact volumes. We ask that you contact us only if you currently have an open customer service file, if you need assistance placing an online order, assembly support, report missing or damaged products or assistance with navigation on our website at IKEA.ca. For all other questions please consult the FAQ section of our website or please contact us once our stores reopen and resume normal operations.
We look forward to welcoming customers back to our store locations soon and we thank you for your understanding during these extraordinary circumstances.
Frequently asked questions
To avoid long wait times, IKEA encourages customers to take advantage of its 365-day policy and return or exchange products at a later time. If you still need to return or exchange your product, please note that we have made some changes to facilitate your product return or exchange. More about returns.
2. Are you going to reduce your delivery fees?
We hear you and have recently reduced local delivery prices in many markets across Canada. To best meet our customers’ needs, we continue to work with our delivery service providers to evaluate our offer even further, while ensuring we can continue to offer a positive customer experience. We also take into consideration the health and safety of our co-workers and service providers. We are currently experiencing a very high increase in volume of deliveries and we must adhere to social distancing regulations. All of this alongside with current capacity and operational requirements need to be taken into consideration. We thank you for your understanding during these extraordinary times.
3. Click & Collect
We are now offering Curbside Click & Collect at store locations nationwide. Order online and pick-up your goods in a safe, contactless way at IKEA Canada stores, for a flat rate of $5. For more details on safety measures and service availability, please click here.
4. Delivery (Parcel & Truck)
Together with our delivery service providers, we have updated our operating procedures to ensure the health and safety of our customers, co-workers and contractors. We have temporarily changed our service and will now only deliver to the front door, as opposed to room of choice.
In addition, as our service partners are taking additional precautions when performing deliveries, this could result in unexpected delays and we apologize for this inconvenience. Please allow some time after your confirmed time window before contacting us.
If you need to reschedule your on-line order delivery destined via Truck (non parcel), you may log in to our Track and manage my order in order to make the change.
5. Parcel Delivery Delay
Q: I am expecting a delivery by parcel but the status of my order has yet to change, when can I expect my delivery?
A: We are currently experiencing increased delivery volumes. Depending on your region, your parcel delivery may take longer than the preliminary date you received via email. We are working on making sure orders are being prepared and shipped as soon as possible. We appreciate your patience.
Q: How long will it take for my parcel shipment to arrive?
A: While we cannot guarantee the delivery date for your parcel, it may take longer than the preliminary date you received via email. Delivery times may be less in an urbanized areas. For rural regions, the delay may be longer. We are not able to expedite any orders.
Q: My order confirmation displays an estimated delivery that has passed, and I still haven’t received my parcel.
A : Due to the current exceptional situation our delivery system may have provided you with our normal estimated delivery timeframe that is based on IKEA delivery capacity. Since we are currently experiencing increased order volumes through our warehouses combined with updated operating procedures to ensure the health and safety of our customers, co-workers and service providers this delivery time frame has increased.
Q: How do I know when I will receive my order?
A: You will receive 3 email notifications regarding your order. The first is a confirmation email and the second email, will let you know once your order is being prepared at our distribution centre. Once your order ships, you will receive another email notification with the option to track your order.
Q: How can I track my order?
A: Once your order ships, you will receive an email notification with the option to track your order. The order becomes trackable once it leaves the parcel processing facility. It may be possible when clicking on the link to track your order that no information appears. If this occurs, keep checking the link provided as this means your parcel has not left the parcel facility. Visit Track & Manage my orders
Q: Can I cancel my parcel order and until what status can I cancel my parcel order?
A: If you wish to cancel your order, please contact us the way that suits you best. Once you receive an email notification advising you that your item has shipped, we will no longer be able to cancel your order. In this case please wait for the package to arrive and simply refuse the package upon delivery. You do not need to contact IKEA if you refuse the delivery. The delivery partner will return the parcel back to IKEA within 5 business days and IKEA will then processes and issue the refund excluding shipping fee within 10 business days after IKEA’s reception of the parcel. Orders cannot be cancelled while in transit.
6. Order Cancellations
Q: What do I do if I need to cancel my order?
A: Truck order you must contact us within 2 hours from the time the order was placed. We will do our best to accommodate your request. Please note once your order has begun to process in our Distribution Centre we are unable to cancel until it has reached the local delivery provider. You will receive a full refund for the value of the merchandise only (including applicable tax); shipping and handling will not be refunded. To reschedule your truck delivery, you can log in to our Track and manage my order
Parcel Order: If you wish to cancel your order, please contact us the way that suits you best. Once you receive an email notification advising you that your item has shipped, we will no longer be able to cancel your order. In this case please wait for the package to arrive and simply refuse the package upon delivery. You do not need to contact IKEA if you refuse the delivery. The delivery partner will return the parcel back to IKEA within 5 business days and IKEA will then processes and issue the refund excluding shipping fee within 10 business days after IKEA’s reception of the parcel. Orders cannot be cancelled while in transit.
7. Missing and Damaged articles
Q: What should I do if my item is damaged?
A: We will be happy to exchange it for you within 365 days from purchase once our stores reopen. Please visit our stores or contact customer support centre once we resume normal business operations.
Q: What should I do if I’m missing items in my delivery?
A: First, please check to make sure that you have all the packages for the item. Some products come in several boxes or are sold separately. You will find the number of packages required on the product label (example: Box 1(2) and Box 2(2)). If you are missing a box or a part that should have been included inside the package, simply contact us within 365 days of the purchase with your receipt information.
Please check your order confirmation to ensure the article was ordered and compare the 8 digit article numbers. Once you have confirmed the article is missing please contact our customer support centre
Q: If hardware is missing in the package, can you send them to me?
A: Only the hardware referenced in the assembly instructions (with 6 digit code) can be ordered by calling 1-866-866-4532. The hardware is then sent by mail within 10 days. There is no cost to you.
Q: The assembly instructions are missing from the package. Where can I find them?
A: Assembly instructions manual can be found on the website's product page under “assembly and other documents”
8. Appliance & Warranty issues
Q: I purchased an appliance from IKEA a couple years ago and it’s not working. What should I do?
A: For appliance help please contact Whirlpool directly at (866) 664-2449.
For all product warranty inquiries please visit our warranty information page.
If your warranty is expiring or has expired, we will take our closing period into consideration. Please contact us or visit our stores once we reopen for normal business operations.