General Contracting Conditions

1. PURCHASE PROCESS

1.1 HOW TO SHOP ONLINE

Shopping at IKEA is very simple!
 

• Browse our website to get inspired and select the items you like the most. You can explore our collections through the main menu or by using the search bar.

• Create your shopping list by adding your chosen items to your cart. Every time you add a product, it will appear in the shopping cart icon at the top of the page, indicating the number of items selected.

• Once your list is complete, open your cart and under “Order Summary”, select either “Process Order” to finalize your purchase or “Save Your Shopping Cart” for later.

• If you do not already have an account, you will need to create one by completing the registration form.

• After your order is confirmed, we will send your details to our delivery partner, who will handle shipping your purchase from Puerto Rico to St. Maarten.

• All orders are delivered to your home for a delivery fee. IKEA works with Tropical Shipping, and deliveries typically take 7 to 9 days. The delivery company will contact you to schedule your delivery date.

• Enjoy free delivery on all orders over $500 USD. Orders below this amount will incur delivery fees based on total weight.

• You can check the status of your purchase at any time from My account > My orders

  • We will also keep you informed about your shipment’s progress via email.

  • You can always contact us at sx.customer.relations@ikea.pr or by phone at (721) 581 0529.

 

1.2 PAYMENT METHODS

Complete your purchase safely online using the Elavon payment gateway. We accept Visa, Mastercard, and ATH credit or debit cards. You may also complete your payment by phone with the help of our Customer Service team by phone at (721) 581 0529, who will guide you through the process and provide all relevant order details.

All transactions are conducted securely to ensure the confidentiality of your personal data.

1.3 PICK-UP SERVICE

If you are unable to receive your order at home, you may collect it directly from our partner’s warehouse:

Tropical Shipping
8 Ground Dove Rd, St. Maarten
Phone: (721) 542 5522

For additional assistance, please contact us at sx.customer.relations@ikea.pr or (721) 581 0529.
 

1.4 HOME DELIVERY SERVICE

Enjoy free shipping and delivery on all orders over $500 USD. IKEA partners with Tropical Shipping, LLC, who manages the shipping process and will contact you to coordinate your delivery.
 

• Delivery time: 7 to 9 days from the purchase date.

• For inquiries, visit www.tropical.com or call (721) 542 5522.

• All shipments are covered by marine cargo insurance under Tropical Shipping’s standard terms and conditions.

If your order total is below $500, delivery fees will apply according to weight see rate chart here.

All orders are pre-insured for an additional cost of approximately $10 USD. You may opt out of this coverage when contacted by Tropical Shipping. If you decline insurance, any claim must be made immediately upon delivery. Otherwise, claims can be submitted within 3 business days of receipt.

1.5 DELIVERY SCHEDULE

Deliveries from Puerto Rico to St. Maarten are generally dispatched on Fridays. Depending on the day of your purchase, delivery may take 7 to 9 days to arrive.

Please note that the entire delivery process is handled by Tropical Shipping, LLC, an external company responsible for the transport and handover of your goods once they leave IKEA’s facilities. From that point, IKEA is not liable for any issues related to transport or delivery.

All purchases are insured by default. Please notify the carrier if you wish to opt out. Inspect your items carefully upon delivery, as this is the moment to report any visible damage. If you have declined insurance, claims must be made immediately. Otherwise, you have 3 business days to file a claim.

1.6 EXCHANGE AND RETURN POLICY

You have 90 days to return your purchase if you are not fully satisfied.

• Returns must be shipped back using your own delivery provider.

• Products must be unopened, unassembled, and unused.

• Both item and packaging must be in perfect condition, free of stains or damage.

• Returns that do not meet these requirements cannot be credited.

IKEA Family members enjoy an extended return period of 120 days.

For hygiene reasons, towels, bedding, blankets, mattresses, protectors, and similar items cannot be returned, even if unused.

To review all terms and conditions of our return policy, please click here.

1.7 AVAILABILITY COMMITMENT

While we strive to maintain accurate and up-to-date product information, availability may vary throughout the year. Some items may differ slightly in color or size.

For detailed availability information, please contact us at sx.customer.relations@ikea.pr or (721) 581 0529.

1.8 PERSONAL INFORMATION

When placing an order or registering for an account, your personal data will be added to our secure database. This information is used exclusively to process your order, inform you about promotions, and, when applicable, for recruitment purposes.

All transactions are processed in a secure environment under the SSL (Secure Socket Layer) protocol to ensure maximum data protection.

If you experience issues accessing our website, please check your browser version or security settings. If your browser’s security level is set to “High,” try adjusting it to “Medium” under Internet Options > Security.

For assistance, contact us at (721) 581 0529.

In compliance with the Organic Law 15/1999 of December 13th on Personal Data Protection, you may exercise your rights of access, correction, or objection at any time by writing to:

Sarton Puerto Rico LLC / IKEA
Santa Rosa Mall, Ave. Aguas Buenas, P.O. Box 20000
Bayamón, PR 00959
Email: sx.customer.relations@ikea.pr

2. WARRANTIES

IKEA offers a one-year warranty from the purchase date. Proof of purchase (invoice) and personal identification are required. The warranty is non-transferable and applies only to the original purchaser.

To request warranty coverage, please complete the online form here and attach relevant photos or videos, as well as a copy of your invoice.

IKEA will evaluate the case to determine eligibility and may repair or replace the product with an identical or comparable item. Replacement items are provided in their original packaging and do not include additional assembly services.

Exceptions:

This warranty does not cover products that have been:

• Assembled, stored, or used incorrectly.
• Altered, abused, or damaged by accident or impact.
• Cleaned with improper products or methods.
• Used outdoors, in humid environments, or for non-domestic purposes (unless specified).

The warranty excludes normal wear and tear, scratches, and incidental or consequential damages.

Only purchases made under a natural person’s name (not businesses) qualify for warranty service.

To maintain eligibility, follow each product’s care and maintenance instructions as listed on its product page.

If you notice any quality issues upon delivery, you must report them within 7 days of receiving the product.

3. CANCELLATIONS OR MODIFICATIONS

Orders can be modified or canceled within 24 hours of purchase, provided they have not yet been dispatched. To make changes or cancel your order, contact Customer Service team as soon as possible at (721) 581 0529.