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).

Parcel delivery

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 days offered. The date and time of your delivery is not guaranteed. A link to track your order will be sent to you as soon as your order has been prepared.
2. Please ensure that the delivery service provider can gain access to the delivery location between 9am and 9pm.

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 or reschedule a delivery appointment date, you must notify IKEA as soon as possible. To avoid rescheduling fees, please notify IKEA at least 24 hours prior to the appointment. If IKEA is notified less than 24 hours prior to the appointment, rescheduling fees will apply.

Other important things to know

1. All delivery services require a minimum order value of $40 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 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. Should you have any questions regarding your delivery service, please visit IKEA.ca/CustomerService or contact our IKEA Customer Support Center at 1-866-866-IKEA (4532).
   

4. If you are not entirely satisfied with your purchase, simply return the unused item within 365 days for an exchange or refund. All services are non-refundable once attempted or completed. Please see your receipt or visit IKEA.ca/CustomerService for more details.

Doorstep Delivery

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. Your delivery will be completed within the range of days offered, the date and time of your delivery is not guaranteed. 
2. Please ensure that the delivery service provider can gain access to the delivery location between 9am and 9pm.
3. 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).
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. 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.
5. 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 services require a minimum order value of $40 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 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. You have 7 days from the date of delivery to report any damaged items. 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. You will be invited to complete a customer satisfaction survey to contribute to the continuous improvement of the service offered.

In-home delivery

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 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). 

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

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. All delivery services require a minimum order value of $40 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 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. Damages to the items need to be reported to IKEA within 7 days from the delivery date. Failure to report damages within 7 days will result in the product not being replaced.

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

5. 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 at an IKEA Store or IKEA Pick-up location

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. 

Pick-up location Orders:

You have up to 7 days to pick up your order. If you do not pick it up within the 7 days:Storage fees will be applied until you pick up your order and/or your order may be returned and refunded (less any storage fees) if arrangements cannot be made. 

All delivery services require a minimum order value of $40 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 services will not be offered.

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

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.

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.