5 IKEA Shipping Facts Every Devout Fan of the Store Needs to Know

IKEA Canada has temporarily closed all locations

5 IKEA Shipping Facts Every Devout Fan of the Store Needs to Know

Updated April 13, 2020

IKEA Canada has temporarily closed all store locations across Canada. Due to the store closing the following services are affected:

Before contacting IKEA Canada you may find the answer to your question below.

For customer convenience, IKEA will remain open online at IKEA.ca and the IKEA app, offering home delivery service nationwide.

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.

1.     Returns/Exchanges

As our stores are closed to customers, we are suspending all returns and exchanges at this time. IKEA offers a 365-day return policy, however, if your receipt is expiring soon, we will take our closing period into consideration.

In addition, we have suspended all removal services which includes the pick-up of any returns and exchanges at customers’ homes. Any returns and exchanges shipped back to IKEA prior to March 20, 2020 are currently being processed and issued.

Please allow up to 14 days to receive your refund.

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.     Current Commercial Offers

For your convenience, IKEA Canada will extend all current commercial offers until April 30th, 2020.

4.     Click & Collect

Due to temporary store closure our Click and Collect service is not available at your local IKEA store. Shop IKEA.ca, add products to your shopping cart, and at checkout, select Click & Collect to find a participating location near you that are open. We will ship your order for pick up at the selected location.  Home delivery service is also available.

5.     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 self-serve portal in order to make the change.

6. 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, as a result delivery times may be longer than usual. Please note that depending on your region, currently delivery can take up to 6 weeks or more past the preliminary date you receive via email. We are working on making sure orders are being prepared and shipped as soon as possible and appreciate your patience.

Q: How long will it take for my parcel shipment to arrive?

A: While we cannot guarantee the delivery date for parcel deliveries, it may take up to 6 weeks past your preliminary date of delivery or less if you live in an urbanized area. 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 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 up to 6 weeks.

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 IKEA.CA/trackandtrace

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.

7. Installation and assembly services

Kitchen and Bathroom installation services  

Due to the provincial updates of the non-essential businesses lists, our kitchen and bathroom installation services are no longer available in the following provinces:

Kitchen Services – BC, ON, QC

Bathroom Services – ON and QC

To check status of assembly services Assembly services in Quebec have been suspended.

For all provinces except Manitoba please contact: TaskRabbit.ca/IKEA

TaskRabbit Contactless Tasks:
TaskRabbit has implemented new guidelines to protect the health of our communities. Contactless tasks can be requested in the booking details or when chatting with your Tasker. Learn more here.

For Manitoba please contact: JobJar.ca

8. 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 self serve portal

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.

9. Missing and Damaged articles

Damaged items

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 or using the self service hardware ordering form. 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”

10. 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.

Source: https://www.ikea.com/ca/en/customer-service/services/updates-to-our-services-pub05de56e0

Delivery Terms & Conditions – IKEA

5 IKEA Shipping Facts Every Devout Fan of the Store Needs to Know

IKEA uses independent service providers (“Delivery Company”) to perform in-home deliveries.  By selecting the In-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.  Below are answers to commonly asked questions about IKEA deliveries:

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.

When placing your order, we consider these factors when calculating the estimated delivery date:

  • Order Processing: The amount of time it takes for us to prepare your order for shipping. This typically takes 1 – 2 days, however some orders may ship within as few as 4 hours and some may take up to 5 days.  In extenuating circumstances, orders may take even longer.
  • Transit Time: The amount of time it takes your order to leave our distribution center and arrive at the local Delivery Company.

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 In-Home Delivery pricing starts at $49.00 and varies 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.

1.2 How to prepare for your delivery?

Effective as of March 20, 2020 and due to the COVID-19 pandemic, our In-Home Delivery is temporarily changed to implement social distancing and move to contactless delivery.  Our In-Home Delivery drivers will now deliver to your covered porch, garage or doorstep.  Drivers are not allowed to enter the delivery location.

1.3 Who needs to sign for my delivery?

Our In-Home Delivery is temporarily changed to implement social distancing and move to contactless delivery.  This will impact your in-home deliveries in two ways.   First, our In-Home Delivery drivers will now only deliver to a covered porch, garage or doorstep.

  For your safety and the safety of our drivers, deliveries will no longer be made inside the delivery location.  However, either you or your representative, that is 18 years of age or older, must still be present to receive the merchandise at the agreed upon day and time window.

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.

By choosing to have In-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 In-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 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) 888-4532Please 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?

With Expedited Delivery, you can receive same day or next day delivery of your online order. Pricing varies demand and distance from your IKEA store to your [PC1] [LS2] shipping address.

Expedited Delivery is available only in select zip codes. Enter your zip code when checking out to learn about availability and pricing for your order.

Your closest IKEA store will ship your order by independent third-party Delivery Company.

Source: https://www.ikea.com/us/en/customer-service/terms-conditions/delivery-terms-and-conditions-pub7aa7b291