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IKEA TERMS & CONDITIONS

Delivery Terms & Conditions

EFFECTIVE DATE August 20, 2020

Update regarding COVID-19: We made several changes to our delivery services to protect the health and safety of our customers and co-workers. For more details on service offerings, see below.

This policy governs solely IKEA’s delivery terms & conditions. For IKEA’s general terms & conditions, click here. For IKEA’s privacy policy, click here.

1. 1. Home Deliveries

IKEA uses independent service providers (Delivery Company) to perform home deliveries. By selecting the Home Delivery option at check-out, you agree to have your purchase and delivery information, including your address and contact information, transmitted to the Delivery Company.

Update regarding COVID-19: Home Deliveries are made available while those services are still locally permissible and logistically feasible. With the exception of select products, Home Deliveries will be made to your covered porch, garage or doorstep and not inside your home. In certain markets, the following select products may be delivered to your room of choice in your home: 1) Queen and King Beds; 2) Queen and King Mattresses; 3) Kitchen Appliances; 4) Sofa Frames; and 5) PAX Wardrobes. It is ultimately the responsibility of the Delivery Company to determine whether your Home Delivery is feasible based on the relevant COVID-19 regulations and guidance. Currently for the above products room of choice delivery locations exclude: San Diego, Los Angeles, Draper, Tempe, Albuquerque, Atlanta, and the Metropolitan NY Market. Exclusions are subject to change.

1.1 When will I receive my delivery?

In the shopping cart, you will receive an estimated delivery date. Please note that this is not a guaranteed delivery date for your order. Some areas may take longer due to the frequency of deliveries to the delivery zip code. Our system calculates this estimated date considering the total amount of time to process your order including: packaging, transit time to the delivery provider, and transit time to the delivery address. Due to COVID-19 rules and regulations, delivery times may be delayed.

When the Delivery Company receives your order and is ready to schedule a delivery date, they will attempt to contact you at the telephone number that you provided in your order. At that time, they will let you know what days of the week they are able to deliver to your area. Deliveries will be made between the hours of 8am and 10pm on the delivery day you select. The delivery company will call you prior to the scheduled delivery and will provide you with an approximate time window. The Delivery Company will make every effort to deliver within the time window provided.

Delivery Exclusions
Our Home Delivery pricing starts at $49.00 and varies based on demand and distance from the closest IKEA retail store to your shipping address. We will arrange delivery of your purchases to your home or business. Some items may take longer for delivery and items ordered together may not arrive in the same box. The delivery service is provided by an independent Delivery Company. We are not able to deliver to PO Boxes or APOs. Truck and parcel delivery orders are not available outside of the 48 continental United States (Alaska & Hawaii). Shipping rates and fees cover the processing, handling, packing, and delivery of your order they do not include gift wrap or other surcharges that might apply to certain items.

Update regarding COVID-19: Please accept our apology. Like other businesses, we've been impacted by COVID-19 in many ways and we're doing our best to support our co-workers while meeting the needs of our customers. With the increased volume of online orders and new safety processes in our warehouses, we're experiencing significant delays with shipping and delivery.

1.2 How to prepare for your delivery?

The following products can be delivered to the room of your choice in your home: 1) Queen and King Beds; 2) Queen and King Mattresses; 3) Kitchen Appliances; 4) Sofa Frames; and 5) PAX Wardrobes. If the delivery cannot be made to this room, the Delivery Company will place your products in an alternate room at the same address. Prior to your delivery, consider whether there is adequate space for the delivery in your hallways, staircases and elevators, if applicable.

For all other products, Delivery Company will now deliver to your covered porch, garage or doorstep. Delivery Company is not allowed to enter the delivery location, except for delivery of certain products, as outlined above.

Currently for the above products room of choice delivery locations exclude: San Diego, Los Angeles, Draper, Tempe, Albuquerque, Atlanta, and the Metropolitan NY Market. Exclusions are subject to change.

1.3 Who needs to sign for my delivery?

Update regarding COVID-19: Our Home Delivery is temporarily changed to implement social distancing and move to contactless delivery. This will impact your home deliveries in two ways. First, for your safety and the safety of our drivers, deliveries will no longer be made inside the delivery location except for the following products: 1) Queen and King Beds; 2) Queen and King Mattresses; 3) Kitchen Appliances; 4) Sofa Frames; and 5) PAX Wardrobes. You or your representative, that is 18 years of age or older, must be present to receive the merchandise at the agreed upon day and time window, even if the product will be delivered to your covered porch, garage or doorstep. If no one is available to receive the delivery, a re-delivery fee may be applied to your order. This agreement is with you and IKEA. Neither IKEA nor the Delivery Company will be held responsible if you decide to hire a third party contractor to accept and receive the items without the notations of visible defects of packaging, damaged items, or missing merchandise.

Second, in response to the COVID-19 pandemic, you will temporarily no longer be required to sign for your delivery. Instead, the driver is required to take a photo of the delivered boxes, which may include a photo of your home as proof of delivery. For covered porch, garage or doorstep deliveries, please allow Delivery Company to deliver all boxes to your home prior to bringing them inside your home to ensure you have proof of delivery. By choosing to have Home Delivery, you agree that the Delivery Company may take these photos and transmit them to IKEA as evidence of delivery.

1.4 What am I responsible for upon delivery?

Examine your order upon delivery to ensure that there are no visible signs of damaged, missing or incorrect pieces. In the event that there are missing, damaged or incorrect packages, please retain the item(s), indicate the problem and contact us within 48 hours of your delivery. For any other problem with your order, please refer to our Return Policy.

1.5 What additional fees may apply?

Deliveries that are scheduled for delivery more than fourteen days from the date of purchase will require an additional storage fee of up to $10 per day. There may be other circumstances that require additional payment by you if the conditions mentioned about have not been met or you require special services outside of our standard Home Delivery process.

1.6 Delivering to a Tradeshow or Convention Center?

In order to ensure that your delivery is processed as quickly as possible; please contact us at 1 (888) 888-4532. Please indicate to the advisor that your order will be delivered to a tradeshow or convention center. Additional delivery information is required to ensure accurate processing of your order. Additional delivery charges may apply to these order types based on time frame and location for delivery.

1.7 Delivering to a Freight Forwarder?

In order to ensure that your delivery is processed as quickly as possible; please contact us at 1 (888) 888-4532. Please indicate to the advisor that your order will be delivered to a freight forwarder. Additional delivery information is required to ensure accurate processing of your order. Additional delivery charges may apply to these order types based time frame and location for delivery. This agreement is with you and IKEA. Neither IKEA nor the Delivery Company that has been contracted by IKEA to perform the delivery will be held responsible if you decide to hire a freight forwarder to accept, receive and sign the handover of items without the notations of visible defects of packaging, damaged items, or missing merchandise.

1.8 Can I make changes to the delivery address after I place my order?

We cannot make any changes to the delivery address once your online order is placed. Orders placed online or over the phone begin processing immediately in our system to ensure order fulfilment and shipping time. If the delivery address must be changed, your order will have to be cancelled and then replaced. We apologize for any inconvenience.

For information regarding our cancellation policy please review the information below or you may contact us for any other questions.

1.9 What is Expedited Delivery?

Expedited Delivery is a delivery service that will allow our customers to make an online purchase which will be fulfilled and shipped by a store. This service is available in select locations. To see if Expedited Delivery is available in your area, review your delivery options on the IKEA shopping cart checkout page.

2. 2. Parcel Deliveries

IKEA uses a third party vendor (Postal Carrier) to perform parcel deliveries. By selecting the parcel delivery option at check-out, you agree to have your purchase and delivery information, including your address and contact information, transmitted to the Postal Carrier.

2.1 When will I receive my Parcel Delivery?

In the shopping cart, you will receive an estimated delivery date. Please note that this is not a guaranteed delivery date for your order. Some areas may take longer due to the frequency of deliveries to the delivery zip code. When placing your order, order processing and transit time are used to calculate the estimated delivery date.

Deliveries are made with no advance call.

Update regarding COVID-19: Please accept our apology. Like other businesses, we've been impacted by COVID-19 in many ways, and we're doing our best to support our co-workers while meeting the needs of our customers. With the increased volume of online orders and new safety processes in our warehouses, we're experiencing significant delays with shipping and delivery.

2.2 What am I responsible for upon delivery of my parcel?

Examine your order upon delivery to ensure that there are no visible signs of damaged, missing or incorrect pieces. In the event that there are missing, damaged or incorrect packages, please contact us within 48 hours of your delivery. For any other problem with your order, please refer to our Return Policy.

3. 3. Product Pick-up at an IKEA Store

3.1 Click & Collect Policy

To use Click & Collect, add products to your shopping list and then select your nearest IKEA store. You will receive an email when your order is ready for pick up. Your order must be picked up no later than 7:00 p.m. local time, unless otherwise notified. For your safety and the safety of our co-workers, please do not come to the store to pick up your order until you have received notification that your order is ready.

You can add an alternate pick-up person at the time of your purchase. To collect the order, the alternate pick-up person must bring government-issued photo ID and a copy of your order confirmation displaying their name. For the security of your order, we cannot change your alternate pick-up person after the order is placed. Only you or the alternate pick-up person identified may collect your order. You must have your order number when you pick-up your order.

It is important that you pick up your purchase on the selected pick-up date. If you do not pick up your order within this time period, your purchase will be refunded.

Please consider the size of your vehicle, as your order may be larger and heavier than expected due to packaging. The box sizes are available on IKEA-USA.com on individual product pages under package details.

Update regarding COVID-19: IKEA U.S. is re-opening in select stores and Click & Collect service is available at select locations.  We adjusted the Click & Collect process for the safety of our co-workers and customers. For more information about our services and availability see here: https://www.ikea.com/us/en/customer-service/services/product-reservation/

4. 4.Returns & Cancellations

4.1 Return Policy

If you are not entirely satisfied with your purchase, simply return the item within 365 days with your receipt. Refunds will be issued in the same method of payment as the original payment. For purchases made by credit card a refund will be issued to the original account. Please note delivery fees are not refundable once the order has shipped or if the merchandise is returned to the store.

Update regarding COVID-19: As stores re-open to customers, we are accepting returns, exchanges or damaged products at all open store locations. IKEA offers a 365-day return policy, however, if your receipt is expiring soon, we will take our closing and limited re-opening periods into consideration. You must have your receipt in order to return your product. In addition, we suspended all removal services.

For your safety and the safety of our drivers, we temporarily changed the Pickup process. Pickups will be conducted at the front door of your building or home. The following select items will be picked up inside the home: 1) Queen and King Beds; 2) Queen and King Mattresses; 3) Kitchen Appliances; 4) Sofa Frames; and 5) PAX Wardrobes.

Please do not rush to return your products. We are adjusting to this new way of working and you may experience delays.

For more information regarding our Temporary Return Policy, click here.

4.2 Cancellation Policy

Please contact us if you would like to cancel your order. We can accommodate your request to cancel your order as long as it has not been processed by our distribution center. Once your order has begun to process in our Distribution Centers 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.

Effective Date: August 20, 2020