In-store and online ordering terms and conditions

Payment Options

At IKEA you can pay the way that suits you best:

• PayPal
• VISA credit or debit
• MasterCard credit or debit
• AMEX 

We also accept IKEA gift cards:

• If a gift card issued in one country is used in other countries, a currency conversion fee will apply. Currently the fee is 3%, but is subject to change.
  - To check the balance of any Gift or Refund card(s), visit or call any IKEA store.
  - No cash change will be given on purchases made using a Gift or Refund card(s).
  - Gift cards cannot be returned or refunded, except in accordance with your legal rights. The balance cannot be converted into cash.
  - Gift card(s) can be used as a complete or partial payment in IKEA stores including online. But, are not accepted for Click & Collect orders or Expedited delivery service.
  - There are no limitations on how many times a card(s) can be used (until the balance is $0.00).

Thank you for shopping at IKEA and choosing our Parcel delivery service. By selecting the Parcel delivery service, you hereby agree to be bound by these terms and conditions as stated herein. To ensure that your delivery is successful, first confirm your delivery order and contact information and then please read the following:

Before the delivery

1. Your delivery will be completed within the range of dates provided during the checkout process.  Once your order is prepared, you will receive a tracking link. If unexpected delays occur, beyond our control, we will make every effort to keep you informed and fulfil your order as soon as possible.  
2. Please ensure that the delivery service provider can gain access to the delivery location between 9:00am and 9:00pm.
3. The delivery service provider will aim to place your order in the nearest safe, clean, and dry area at your doorstep or inside your lobby. If delivering to an apartment or condo, be sure to verify packages can be received/left at the main entry (if permitted by your property management).
4. To cancel, you must notify IKEA as soon as possible. If your order cannot be cancelled, IKEA Customer Service will guide you through the return process.   

Other important things to know

All delivery/collect services require a minimum order value of $29 before taxes, service charges, fees, and any other services, and after any discounts and/or promotions have been applied. For orders that do not meet this amount, delivery/collect services will not be offered.

Your contact information will be shared with the third-party delivery service provider to perform your delivery. You will receive an email/SMS notification on the day of the expected delivery, and once the delivery has been completed.

Any damage to the items must be reported to IKEA within seven (7) days from the date of delivery. IKEA will not replace items reported after this period. Please inspect your order upon arrival and contact us immediately if you notice any issues so we can resolve them promptly.  

Should you have any questions regarding your delivery service, please visit IKEA.ca/Customer Service or contact our IKEA Customer Support Center at 1-866-866-IKEA (4532).

If you are not completely satisfied with your purchase, you may return the unused unopened item within 365 days for an exchange or refund. Please note this 365-day return policy applies only to unopened packages. For opened packages, our standard return policy of 90 days from the date of purchase applies. All services are non-refundable once they have been attempted or completed. Please see your receipt or visit IKEA.ca/Customer Service for more details.

We’ll process your refund within seven (7) business days after we receive your returned item. Your refund will be issued to the original payment method used for your purchase. Please keep in mind that your bank or card issuer may take additional time to post the funds to your account. Shipping fees are non-refundable unless the return is due to an error on our part.

We’d love to hear from you! After your experience, you’ll receive an invitation to complete a quick optional customer satisfaction survey. Your feedback is incredibly valuable and helps us make our service even better for you and others. 

Thank you for shopping at IKEA and choosing our Curbside Delivery service. By selecting this service, you agree to the terms and conditions outlined below.

What is Curbside Delivery?

Curbside Delivery means your order will be delivered to the entryway of your residence, which may include stairs or the first dry area. This is a one-person delivery service and does not require a signature.

Before the delivery

1. Delivery Schedule: Deliveries are made Monday to Friday, between 9:00 AM and 5:00 PM, based on availability in your area. Your estimated delivery date and time window will be provided at checkout. Your final delivery date will be confirmed by the delivery provider once the goods have arrived at their terminal.
2. Customer Notification: The delivery provider will contact you on or before the delivery day to inform you of an estimated time of arrival. However, the expectation is that you are available to receive the order during the entire 9:00am to 5:00pm delivery window.
3. Access Requirements: Please ensure clear and safe access to the delivery location. The delivery service provider reserves the right to refuse to complete the service if the delivery location is deemed to be unsafe.
4. Placement of Goods: Items will be placed outside the delivery location at the entryway or first dry area of your location. This applies to all residences/delivery locations (houses, apartments and business locations). Please be available at the time of delivery to instruct the service provider on the best ‘entryway’ location to place the order.
5. Order Cancellation:
   • You may cancel your order online or by phone only if it hasn’t been processed or shipped.
   • Visit the Track Your Order page via your confirmation email or at IKEA.ca.
   • If eligible, cancellation or rescheduling options will appear.
   • Once shipped, cancellations must be handled by contacting Customer Support at 1-866-866-4532.
   • Partial cancellations must also be handled via Customer Support.
6. Failed Delivery: If a delivery fails for any reason a customer support representative will reach out to coordinated next steps. If delivery cannot be completed due to access issues or other unmet requirements, a second delivery charge may apply.
   

Other important things to know

1. Minimum Order Value: All delivery/collect services require a minimum order value of $29 before taxes, service charges, fees and any other services, and after any discounts and/or promotions have been applied. For orders that do not meet this amount, delivery/collect services will not be offered.
2. Bulk Orders: For In-home and Curbside delivery, orders that exceed 8 cubic meters (8m³) or 1,800 kilograms (1,800kg) may incur additional delivery fees. These fees are determined based on your delivery location. In some cases, your projected delivery date may be adjusted to accommodate delivery capacity availability. IKEA will notify you of any changes before your delivery is confirmed.
3. Rescheduling Deliveries in Outer Service Areas: If you live in an Outer Service Area (Rural areas) of our delivery network and request to reschedule your delivery after your order has been dispatched from an IKEA unit, IKEA will provide 15 days of free storage at our delivery provider’s distribution hub, starting from the original delivery date. After this 15-day period, a $30 daily storage fee will apply for each additional day until your new delivery date. These charges will be confirmed prior to the booking of your new delivery date with our customer service team. IKEA reserves the right to cancel any order if storage fees are not secured prior to rebooking a delivery date.
4. Contact Information: Your contact details will be shared with our third-party delivery provider to facilitate your delivery. You’ll receive notifications when your order ships and when it’s delivered.
5. Reporting Missing or Damage product: Any missing or damage must be reported to IKEA within 7 days of delivery. Reports made after this period will not be eligible for replacement.
6. Customer Support: For questions or concerns, visit IKEA.ca/CustomerService or call 1-866-866-IKEA (4532).
7. Returns: If you're not satisfied with your purchase, you may be eligible for a return or exchange. Delivery services are non-refundable once attempted or completed. See our Return Policy for details.
8. Feedback: You may be invited to complete a customer satisfaction survey to help us improve our services.

Thank you for shopping at IKEA and choosing our Doorstep delivery service. Doorstep delivery means that the delivery service provider will deliver your product outside the front door of your house or building. By selecting the Doorstep delivery service, you hereby agree to be bound by these terms and conditions as stated herein. To ensure that your delivery is successful, first confirm your delivery order and contact information and then please read the following.    

Before the delivery

1. Please ensure that the delivery service provider can gain access to the delivery location between 9am and 9pm.
2. The delivery service provider will aim to place your order at your doorstep or the nearest safe, clean, and dry area. If delivering to an apartment or condo be sure to verify larger packages can be received/left at the main entry (if permitted by your property management).
3. To cancel or reschedule a delivery appointment, IKEA must be notified as soon as possible. You can reschedule your delivery depending on the order status. If the order status is “Preparing Order”, we can reschedule your order. Beyond this status, your delivery date cannot be changed. To check your order shipment status and reschedule your delivery, you may log in to our Track and manage my order or call our IKEA Customer Support Center at 1-866-866-IKEA (4532) to make the change.
4. If the requirements mentioned above are not met and a new delivery appointment needs to be scheduled, a second delivery charge will apply.  

Other important things to know

1. All delivery/collect services require a minimum order value of $29 before taxes, service charges, fees, and any other services, and after any discounts and/or promotions have been applied. For orders that do not meet this amount, delivery/collect services will not be offered.
2. Your contact information will be shared with the third-party delivery service provider to perform your delivery. You will receive an email/SMS notification on the day of the expected delivery, and once the delivery has been completed.
3. Any damage to the items must be reported to IKEA within 7 days from the date of delivery. IKEA will not replace items reported after this period.
4. Should you have any questions or concerns regarding your delivery service, please visit IKEA.ca/CustomerService or contact our IKEA Customer Support Center at 1-866-866-IKEA (4532).
5. If you are not entirely satisfied with your purchase, you may be eligible to return the IKEA product for an exchange or refund. All services are non-refundable once attempted or completed. Please visit IKEA.ca/CustomerService for more details on IKEA’s Return Policy.
6. You will be invited to complete a customer satisfaction survey to contribute to the continuous improvement of the service offered.   

Thank you for shopping at IKEA and choosing our In-Home delivery service. In-Home delivery service means that the delivery service provider will deliver your product(s) inside the room or rooms of your choice. By selecting the In-Home delivery service, you hereby agree to be bound by these terms and conditions as stated herein. To ensure that your delivery is successful, first confirm your delivery order and contact information and then please read the following.    

Before the delivery

1. Please ensure that the delivery service provider can gain access to the delivery location. Ensure adequate and safe passage is given to the delivery team in areas such as driveways, hallways, staircases, walkways, and elevators. If an elevator needs to be booked for your delivery, please ensure that you have done so for your entire time window. If there is no elevator in the condo/apartment building or if the service provider needs to deliver to multiple floors of the residence, ensure you document the number of floors the service provider will have to travel to complete the delivery within the service booking questionnaire online or in-store with an IKEA sales representative.
2. Ensure that someone over the age of 18 is present to accept the delivery during the entire agreed upon time window. A signature is required upon completion of the delivery service. 
3. The delivery service provider will place your order in the room or rooms of your choice. Ensure you pre-emptively plan the placement of your items prior to the service providers arrive.
4. To cancel or reschedule a delivery appointment, IKEA must be notified as soon as possible. You can reschedule your delivery depending on the order status. If the order status is “Preparing Order”, we can reschedule your order. Beyond this status, your delivery date cannot be changed and rescheduling fees will apply. To check your order shipment status and reschedule your delivery, you may log in to our Track and manage my order portal on IKEA.ca or call our IKEA Customer Support Center at 1-866-866-IKEA (4532) to make the change.
5. When rescheduling your delivery in the Track and Manage My Order portal, you will not be able to change the length of your time window. (e.g., moving a 12-hour window to a 4 or 2-hour window).   

Delivery of AS-IS products

Every reasonable effort will be made to secure a successful delivery without damage to your AS-IS product. However, due to the product not being in its original packaging, IKEA cannot guarantee that no further damage will occur.

1. Please ensure that you inspect items for damage before the delivery service. Ensure to prepare and protect the product for transport.
2. Assembled items, depending on length and height, may be exempt from being shipped, at IKEA’s discretion.
3. Items may have to be disassembled by the customer before shipping
4. As-is product will not be exchanged for a new one.

If the requirements mentioned above are not met and a new delivery appointment needs to be scheduled, a second delivery charge will apply. 

During the Delivery

1. To ensure the health and safety of our customers, co-workers and contractors, please ensure that any items to be picked-up for removal or exchange are disassemble and brought to the door prior to your pick-up time window.  
2. The person accepting the delivery is required to complete a box count/verification to ensure you are receiving the correct items. Additionally, please perform an inspection of your items for any signs of visible damage. We recommend completing the verification as the products are being unloaded and then signing the Delivery Note. If any visible damages or discrepancies have been noticed please indicate this on the Delivery Note prior to signing it and call the IKEA Customer Support Center at 1-866-866-IKEA (4532) for further assistance.
3. If you require items to be placed in multiple rooms, please direct the delivery team using your invoice/receipt to ensure correct placement. The delivery team will not unbox items. Make sure you are satisfied with the placement before the team leaves, as they will not return to adjust items after departure.  

Other important things to know

1. Minimum Order Value: All delivery/collect services require a minimum order value of $29 before taxes, service charges, fees, and any other services, and after any discounts and/or promotions have been applied. For orders that do not meet this amount, delivery/collect services will not be offered.
2. Bulk Orders: For In-home and Curbside delivery, orders that exceed 8 cubic meters (8m³) or 1,800 kilograms (1,800kg) may incur additional delivery fees. These fees are determined based on your delivery location. In some cases, your projected delivery date may be adjusted to accommodate delivery capacity availability. IKEA will notify you of any changes before your delivery is confirmed.
3. Rescheduling Deliveries in Outer Service Areas: If you live in an Outer Service Area (Rural areas) of our delivery network and request to reschedule your delivery after your order has been dispatched from an IKEA unit, IKEA will provide 15 days of free storage at our delivery provider’s distribution hub, starting from the original delivery date. After this 15-day period, a $30 daily storage fee will apply for each additional day until your new delivery date. These charges will be confirmed prior to the booking of your new delivery date with our customer service team. IKEA reserves the right to cancel any order if storage fees are not secured prior to rebooking a delivery date. 
4. Contact information: Your will be shared with the third-party delivery service provider to perform your delivery. You will receive an email/SMS notification on the day of the expected delivery, and once the delivery has been completed.
5. Reporting Missing and Damage: Any damage to the items must be reported to IKEA within 7 days from the date of delivery. IKEA will not replace items reported after this period.
6. Customer Support: Should you have any questions or concerns regarding your delivery service, please visit IKEA.ca/CustomerService or contact our IKEA Customer Support Center at 1-866-866-IKEA (4532).
7. Returns: If you are not entirely satisfied with your purchase, you may be eligible to return the IKEA product for an exchange or refund. All services are non-refundable once attempted or completed. Please visit IKEA.ca/CustomerService for more details on IKEA’s Return Policy.
8. Feedback: You will be invited to complete a customer satisfaction survey to contribute to the continuous improvement of the service offered. 

By selecting the Mattress Removal Service, you hereby agree to be bound by these terms and conditions as stated herein. To ensure that your service is successful, first confirm your order and contact information and then please read the following.   

Before the delivery 

We can only pick up the number of mattresses that match the number of mattresses sold. Your mattress must be free from all sheets and covers prior to the delivery teams arrival. Ensure that there is safe and clear access to your chosen room. All articles to be removed should be clean, dry and safe for transport and must not pose any health or safety risks to the collection company. Our service providers will conduct a risk assessment before moving any products and retain the discretion to refuse the collection of anything that they, in their sole discretion, deem to be unsafe for collection or transport.  Any refusal by IKEA's third-party delivery company will be supported by IKEA and service fee(s) will not be refunded. IKEA will not reschedule the removal service for a mattress that has previously been refused. 

Prior to collection, you must ensure that there is access and space to complete the collection. You must ensure that your property and the delivery area are safe for our service providers. All fragile items which could be damaged during the collection, such as lights, vases, pictures etc. should be moved. If our service providers reasonably consider that collection of any item is likely to cause damage to your property, they will inform you and record their concern on the delivery document. If you insist on the collection, any damage caused to the item or your property as a consequence will be your sole responsibility. 

The delivery service provider will place your new mattress in your chosen room, please ensure your old mattress is available for collection inside your chosen room. All other items will be left inside the house/unit entryway or first threshold. (Examples: front door, side door, or garage).

To cancel or reschedule a delivery and removal appointment, IKEA must be notified as soon as possible, with a minimum of 24 hours prior to the appointment needed to avoid rescheduling fees. If you need to reschedule your delivery and removal service, you may log in to Track and manage my order  to make the update.

During the Delivery  

Mattresses will be bagged by our Service Providers during the service completion.  

All items must be available for immediate collection at the agreed time. Our service providers will not be required to wait if there is a lengthy delay caused to ensure the item(s) are ready for collection or safe access to enter and exit the residence is secured. 

If you are not at home at the agreed time of delivery, our service providers will try to contact you to make another appointment under the conditions of your delivery agreement. Your collection will be included in that new service appointment. Rebooking fee(s) may apply. 

Other important things to know  

Only Mattresses are eligible for this service. Products such as mattress foundations, box springs, mattress pads & bed frames are not eligible for Removal service. 

This service is only available with the purchase of an IKEA mattress and when booked together with our In-Home Delivery Service. The collection will take place simultaneously with the delivery of your new items. All items provided via our In-Home Delivery Service are subject to our In-Home Delivery Service Terms and Conditions.

Should you have any questions regarding your delivery and removal service, please visit IKEA.ca/CustomerService or contact our IKEA Customer Support Center at 1-866-866-IKEA (4532).

You will be invited to complete a customer satisfaction survey to contribute to the continuous improvement of the service offered.  

Picking up your IKEA order  

1. As soon as we have delivered your order to a locker, a text message, with a pick-up code, will automatically be sent to the mobile number you specified when ordering. 

2. Once at the Pick-up lockers, enter your pick-up code to open the locker then take your order.

3. If you are unable to pick up your order on the selected day, your purchase will be refunded.

Our lockers are open 24 hours a day, 7 day a week.   Please note that our store employees are only available to support you during store hours. 

Picking up your IKEA order

1. Please bring a valid government-issued photo ID and your proof of purchase.
2. If you wish to designate another person to pick up your order, they must bring: A forwarded copy of your proof of purchase with your written consent, including the full name of the designated person, matching government-issued photo ID

Click & Collect / Product Pick-up at an IKEA Store:

It is important that your purchase is picked up no later than 24 hours after your selected pick-up date. If you do not pick up your order within this time period, your purchase will be refunded.

Shipment and picking fees to a Pick-up location or at an IKEA Store are non-refundable.

Click & Collect / Product Pick-up at an IKEA Plan and order point:

You have up to 2 days to pick up your order. If you do not pick it up within 2 days, your order will be returned and refunded (excluding any shipment and picking fees).

Shipment and picking fees to a Pick-up location or at an IKEA Store are non-refundable.

Mobile pick-up location orders:

You must pick up your orders during the date and time window you have selected. If you do not pick it up during the date and time window, your order will be returned and refunded (excluding any shipment and picking fees).

Shipment and picking fees to a Pick-up location or at an IKEA Store are non-refundable.

External Pick-up location Orders:

You have up to 7 days to pick up your order. If you do not pick it up within 7 days, your order will be returned and refunded (excluding any shipment and picking fees).

Shipment and picking fees to a Pick-up location or at an IKEA Store are non-refundable.

Other important things to know:

All delivery/collect services require a minimum order value of $29 before taxes, service charges, fees, and any other services, and after any discounts and/or promotions have been applied. For orders that do not meet this amount, delivery/collect services will not be offered. 

Cancelling orders

We strive to expedite orders from our distribution warehouse as quickly as possible. If you wish to cancel your order, you may do so through the “Track your order” tab in your IKEA profile. If you’re unable to cancel this way, call us at 1-866-866-IKEA (4532) and one of our co-workers will be glad to assist you. Please note that we require a minimum of 24 hours prior to the delivery appointment to request changes in order to avoid rescheduling fees. Some conditions apply.

Rescheduling deliveries

Once paid, you can reschedule your delivery depending on its status. If the status says "Preparing Order," there's still time to reschedule your delivery. Beyond this status, your delivery date cannot be changed. To find your order status, log into your account and click on the order you'd like to reschedule.

Return policy

To read IKEA’s Return Policy, click here.

Personal information

IKEA uses the latest technology to encrypt all personal information which you submit through our site, including card numbers, address and other information. We encrypt this information using SSL technology which allows it to be transmitted securely over the internet without anyone else having access to it.

We collect and use information about you to communicate with you about our products, services and promotions. We also collect information to improve the shopping experience of IKEA consumers.

To read IKEA Canada's Privacy Notice, click here.

1. Purpose of Saving Your Payment Information
   To make future purchases faster and more convenient, you may choose to securely save your credit card information within your IKEA Family Member profile. This feature is optional and only used to streamline checkout.We collect and store only the minimum amount of payment information permitted and necessary to allow you to use features for saving payment methods and completing purchases.
2. Compliance With Security Standards
   IKEA follows the Payment Card Industry Data Security Standard (PCI DSS), which outlines strict rules for how businesses may store, process, or transmit credit card information. PCI DSS is the global standard required by major payment card brands to ensure that businesses protect cardholder data. Only card data permitted under PCI DSS, such as the cardholder’s name, expiration date, and primary account number (PAN), will be stored, and securely protected. We do not store sensitive authentication data, including your credit card security codes and PINs, under any circumstances.
3. How Your Information Is Stored
   When you choose to save your credit card information:
   We use secure, industry compliant providers who apply industry‑ standard‑ controls to safeguard your card details.
   Your full card number is never displayed, and only the last few digits may be visible for identification.
4. Acknowledgment of Security Risks
   While encryption, and Industry c‑ompliant systems significantly reduce the risk of unauthorized access, no online system can guarantee absolute security.
   By choosing to save your payment information, you acknowledge that:
   Storing card data carries inherent cybersecurity risks.
   PCI DSS reduces—but does not eliminate—the risk of data theft or breaches, which remain persistent threats across the payment ecosystem.
   You understand that perfect security cannot be guaranteed despite best practice‑ protective measures.
5. Your Consent and Control
   Saving your payment information is entirely optional. By choosing this feature, you consent to the collection, use and secure storage of your card information for the identified purpose of enabling faster checkout and facilitating future transactions.
   You may update or delete your stored payment information at any time through your account settings.
   You may withdraw your consent at any time by removing your saved payment information from your account.
6. How We Use Your Information
   Your stored card information is used only to complete transactions that you authorize. It is not shared except with secure payment processors necessary to complete your purchase.
7. Protection Against Unauthorized Use
   We maintain administrative, technical, and physical safeguards designed to prevent unauthorized access, theft, or misuse of cardholder data. These controls protect against card data breaches and fraud.
   IKEA co-workers cannot update your payment information. IKEA will never contact you by telephone, email, text message or any other means, about your payment information.
   IKEA will not notify you or prompt you about your credit card expiry date. For the safety and security of our customers, all payment information is deleted and removed from our database on your credit card expiry date.
   If you’re experiencing difficulty or suspect suspicious activity, please contact us at [Insert telephone number] for immediate assistance.
8. Your Responsibilities
   To further protect your account, you are responsible for:
   Keeping your login credentials confidential
   Ensuring your payment information is up to date
   Not sharing your account with others
   Notifying us immediately of any suspected unauthorized access
9. Limitations of Liability
   To the maximum extent permitted by applicable Canadian law:
   We are not liable for losses resulting from unauthorized access to your account caused by your failure to safeguard your login credentials.
   We are not responsible for cybersecurity incidents affecting third party‑ networks, internet service providers, or devices outside our control.
   While we maintain PCI compliant‑ safeguards and security protocols, we do not guarantee that unauthorized access, breaches, or system failures will never occur, and we disclaim liability for damages arising from such incidents unless caused by our negligence or willful misconduct.
   In all cases, our total liability related to the storage or use of saved payment information will not exceed the monetary value of the transaction(s) at issue or any minimum amounts required by law.
10. Updates to These Terms
    We are committed to transparency. Our privacy practices, including how payment information is stored, used, and protected, are described in these Terms & Conditions and in our Privacy Policy.
    We may update these Terms & Conditions when required to maintain compliance with payment card industry rules or Canadian regulatory expectations. Any changes will be posted to our website.

IKEA reserves the right to change all prices, discounts, and promotions posted on this site without notice. The price charged for a product or service will be the price advertised on this site at the time the order is placed, subject to the terms of any promotions or discounts that may be applicable. The price charged will be clearly stated in your order confirmation email. Price increases will only apply to orders placed after the time of the increase. Posted prices do not include taxes or charges for shipping and handling. All such taxes and charges will be added to your total price and will be itemized in your shopping cart and in your order confirmation email. We strive to display accurate price information; however, we may, on occasion, make inadvertent typographical errors, inaccuracies, or omissions related to pricing and availability. We reserve the right to correct any errors, inaccuracies, or omissions at any time and to cancel any orders arising from such occurrences.

These terms regulate the IKEA custom countertop and wall panel purchased by the customer. The IKEA custom countertop purchase consists of a measuring, delivery and installation service.  

1. Your custom countertop order:
   1.1 The custom countertop order purchased at IKEA is an estimate based on customer provided measurements or kitchen plan.  
   1.2 A more accurate custom countertop price will be determined upon the completion of the measuring service which is subject to a price adjustment.  
   1.3 Countertop installation to be completed within 6 months from purchase date. Any outstanding installations will be reviewed and possibly cancelled/refunded.   
2. Making an appointment:
   2.1 A tentative installation service date will be provided and outlined on an IKEA order form. The availability of firm installation service dates will be confirmed by countertop fabricator directly with the customer.
   2.2 Upon receipt of payment of the order, the countertop fabricator will contact the customer by phone or email within 3 business days to schedule firm service dates. If you do not hear from them within that timeframe, contact IKEA Customer Service 1-866-866-4532.   
   2.3 To make any changes to your firm countertop service dates, contact your designated countertop fabricator. LOCKEBO glass composite: Caesarstone 1-877-892-5164  
   2.4 Any rescheduling of your countertop service appointment must be done forty-eight (48) hours prior to the scheduled service date.  
   2.5 All countertop service appointments will be scheduled within a 3-hour window.  
   2.6 Upon the purchase of countertop, customers will receive a Pre-installation Guide for Custom Countertops to review and reference for service appointment readiness.   
3. The measuring appointment:
   3.1 The homeowner or designated decision maker, 18 years of age or older, must be present for the duration of the pre-installation visit. The designated decision maker will be required to approve all final measurements and sign off on a Certificate of Completion for the Measuring Service. If the fabricator cannot complete the service due to not having a person of decision-making authority present, then they will have to reschedule another service appointment. An additional trip charge will apply.
   3.2 Fabricator reserves the right to request a customer re-schedule their Measuring Service of the service area if preliminary work has not been completed. Preliminary work consists of removal of pre-existing countertop. An additional trip charge will apply.  
   3.3 Seam locations will be discussed at time of measuring and customers will confirm by signing off on the Certificate of Completion. Fabricator reserves the right to place seams in the most structurally sound locations. Seamless countertops are not guaranteed. If a seamless countertop is possible, additional charges may apply.
   3.4 Exact measurements of custom countertop will be determined after Measuring Service has been completed. Any variances from the original order purchased will result in a change order for the customer. IKEA Customer Service will reach out to the customer to collect or refund the monies owed to avoid holding up the order. Changes in order will be administered as follows:   
   3.4.1 A change order form will be completed during the Measuring Service where the fabricator will explain the changes to the customer. Customer will sign the change order, and the fabricator will submit it to IKEA. IKEA will contact the customer to collect payment or issue a refund based on the final template.   
   3.4.2 Change Order - Upcharges: Unpaid upcharges will place the countertop order on hold and may result in re-scheduled installation dates. Project lead times are extended until change order has been paid. Once an upcharge has been paid and confirmed, material and colour will be reserved and fabrication will resume.  
   3.4.3 Change Order - Refunds: Refunds will not hold up the order process.
   3.5 Base cabinets must be assembled, permanently installed and levelled at the time of Measurement Service along with their corresponding installed cover panels, doors and drawer fronts.
   3.6 During the Measuring Service, the fabricator may require a second Measuring Service date for wall panels over 4” due to the requirement of the countertop needing to be installed first. Additional service dates may impact the overall installation completion date(s).  
   3.7 A second installation date, separate from the countertop installation, will be required for wall panels over 4” in height. Any kitchen wall cabinet wall panels and/or decorative strips/light valences and faucet must not be installed to allow space for backsplash installation. If there is uncertainty about this detail, please ask at the time of your measure appointment.
   3.8 Over the range microhoods must be installed before Measuring Service can be performed when a full height wall panel is purchased.  
   3.9 Any farmhouse/apron style sinks used in an undermount positioning must be installed prior to the Measuring Service.
   3.10 All sinks, faucets, cooktops, stoves or any other items that would impact the countertop or wall panel measurements directly must be onsite at the time of Measuring Service.  
   3.11 Fabricator requires accessibility to parking of the service address.  
   3.12 Fabricator will not be able to complete the Measuring Service if any readiness requirements are not met. A new Measuring Service date will be rescheduled, and an additional trip charge will apply.  
   3.13 Upon completion of Measuring Service, all countertop and wall panel details signed on Certificate of Completion will be considered final and not subject to change.       
4. Other Considerations:
   4.1 Customers must ensure a clear uninterrupted pathway and working area is available for the fabricator. Customers should be aware that fabricators will be wearing safety boots inside the home and customers must take any necessary precautions to protect the floors. 
   4.2 An IKEA FIXA support bracket may be required for countertop support when a dishwasher is next to an end where countertop cannot be supported by a cabinet.    
   4.3 Countertop Installation Service does not include any installation countertop support brackets of any kind. Any countertop support brackets of any kind are not installed by the countertop fabricator.
   4.4 Countertop Installation Service does not include any electrical or plumbing.  
   4.5 Any smaller pieces of material resulting from the fabrication of the countertop or wall panel is considered waste materials and not accessible for customers for safety reasons.  
   4.6 IKEA custom countertops have a supplier provided warranty. Warranty information and Care and Maintenance guides can be found directly on the supplier’s website.  
   4.6.1 Glass Composite is supplied by Caesarstone and referred to as ICON outside of IKEA.  Website: caesarstone.ca under Support (Limited Lifetime Warranty for residential and commercial)   
   4.7 Fabrication lead time will commence after Measuring Service has been completed and any pending change orders have been paid for.
   4.8 A certificate of completion will be issued and must be signed in the presence of the countertop fabricator. Customer to inspect and communicate any concerns with the countertop installation service prior to signing certificate of completion.   
5. Cancellation:
   5.1 Prior to Measuring Service date, order can be cancelled and refunded by contacting IKEA Customer Service at 1-866-866-IKEA (4532).
   5.2. Upon order status confirmation from the Countertop Fabricator, orders cancelled after Measuring Service completion but prior to countertop production will not be reimbursed the Measuring Service fee.
   5.3 No cancellations after countertop production and or Installation Service completion.  
   5.4 For order cancellations or any questions pertaining to cancellations, please contact IKEA Customer Service at 1-866-866-IKEA (4532)
   5.5 By paying for the IKEA Custom Countertop and Services, the customer is acknowledging and agreeing to these General Terms and Conditions.