1. PURCHASE PROCESS
1.1 HOW TO SHOP ONLINE.
Shopping at IKEA is very simple!-
Browse our web to get inspired and choose the items you like the most.
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Create your list by selecting those items you want to buy and add them to the shopping cart.
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When you’re ready remember to check, at the bottom part, that you’ve selected the island where you want to receive your purchase.
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Go to the shopping cart and click on it, then click on make purchase.
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If you don’t have a user you’ll have to create one and fill out the section collectors information with your details and those of the person authorized to pick up your purchase in case you don’t do it yourself.
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Once you make your purchase, we’ll send your details to the delivery company, which will be in charge of delivering your purchase from Puerto Rico to the destination you’ve selected. They’ll be delivering your purchase at the destination. The delivery payment will be made before collection.
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You can check the status of your purchase at any time from My account > My orders
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Also, we’ll keep you informed about developments and arrival via email.
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And you can always contact us at usvi.customer.relations@ikea.pr or at 340 489 0444.
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And remember that you have 24h to cancel or modify your purchase. Once it leaves our facilities we won’t be able to carry out modifications or cancellations.
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1.2 PAYMENT METHODS
You can choose among 2 payment methods of your preference:
A) Card payment:
It allows you to make online payments through our checkout platform. All transactions are made under a safe connection by means of a Elavon payment gateway.
You can use all your Visa, MasterCard and ATH credit and debit cards
B) Direct payment or through IKEA’s Contact Center:
You can pay for your purchase by phone assisted by one of our members of the IKEA’s Contact Center department. If you choose this option, we’ll get in contact with you to complete your purchase and inform you of everything related to your order.
All transactions are made in a safe way that guarantees the confidentiality of your personal data.
1.3 HIRING OF PICKING UP SERVICE
Delivery
IKEA currently works with Tropical Shipping, LLC, who is in charge of shipping your purchase and informing you of the service conditions in case you need additional information. The shipping cost is paid directly at the destination you’ve chosen.
Tropical Shipping applies marine cargo insurance coverage in accordance with the terms and conditions of its Tariff.
Cargo insurance is available at a rate of USD$10 for values up to $1,200.00. Contact (340) 489-0444 when you need a quote for greater values.
In the event that you wish to decline the insurance protection, send instructions to (e-mail address of the Tropical team that can upload those instructions to the T-Link booking).
Accidents happen. Take advantage of the special rates provided under the Ikea program.
Remember that taxes are not included, you will have to make the customs declaration at destination.
1.4 HIRING OF HOME DELIVERY SERVICE
IKEA works with Fabiens Trucking, LLC which is in charge of delivering your purchase comfortably to your home if you select Home Delivery. You will be able to request the service at the check-out of your order and the payment method is Cash on delivery (COD) to the Fabiens Trucking representative that hands out your order.
Price:
St Thomas - $80
St Croix - $125
Delivery time: Delivery of your purchase in 9 to 17 days.
If you need more information about your puchase, please get in contact with Fabien's Trucking directly at 340-777-3224 or ar@fabienstrucking.com.
1.5 ISLAND SPECIFICATIONS
Once your purchase arrives at the destination you’ve selected, the delivery company will notify you so you can pick up your purchase. Here are their contact details in case you need to get in contact with them at the destination:
St Thomas:
STT Office- 4 Crown Bay-Charlotte Amailie, ST Thomas.
P: +1-340-776-8767 / STTcustomercare@tropical.com
St Croix:
STC Office- St Croix Port, St. Croix.
P: +1-340-778-8767 / STCcustomercare@tropical.com
If you have any doubts, you can always get in contact with us at usvi.customer.relations@ikea.pr o calling at 340 489 0444
1.6 PURCHASE DELIVERY
The handing over of your purchase will be carried out at the warehouse that the delivery company has at the destination’s customs. The delivery time varies between 7 and 14 days from the time of the purchase.
Take into account that you must identify yourself when picking up the purchase. In the event that it’s not you who picks up the purchase, remember to authorize the person who will pick it up at the collectors information section. If you didn’t do it, you’ll have to send an email to STCcustomercare@tropical.com if you’re picking up at St. Croix or to STTcustomercaremailbox@tropical.com if you’re doing it at St. Thomas, indicating the invoice number and the details of the person authorized to pick it up.
As a general rule, there’s purchase delivery from Puerto Rico to St. Thomas and St. Croix on Fridays, but we need some time to get the purchases ready, so depending on the day that you make you purchase it could take between 7 and 14 days to reach its destination.
Remember that the entire delivery process is carried out by Tropical Shipping LLC., a company outside IKEA, who will be responsible for the safe-keeping, delivery and handing over from the time that it leaves our facilities, being IKEA exempt of any responsibility from that moment.
All purchases are insured by default, remember to tell them if you don’t wish to hire it.
It’s very important that you check the condition of the goods once you receive them, as this is the moment when you can make any claim if notified that you didn’t want any insurance. Otherwise, you’ll have 3 working days to make any claim.
1.7 EXCHANGE AND RETURN POLICY
Returns
You have 90 days to change your mind! Because it’s our compromise to provide the highest quality and best service to our customers, but still, in case you want to return it, you’ll have to use your own delivery company and hire the delivery. Once it arrives to our facilities, we’ll check the condition of the purchase. Remember that in order to credit the 100% of your purchase, it should be unused and in perfect condition, both the content and packaging. If not, we won’t be able to return the full amount as we’ll have to remove the products from circulation.
Hygiene products such as towels, bedding, blankets, mattresses, protectors, etc, won’t be admissible for return, even if they’re unused.
Remember to check, at the time of the delivery of your purchase, all the goods and their condition. In the event of detecting that there’s some item missing or damaged, you’ll have to notify it at that moment and fill out the claim form provided by the delivery company at that moment. Take into account that once the delivery document is signed, where you accept having received all the goods correctly, you won’t be able to claim that there’s some item missing or damaged.
If you detect some quality defect once you have picked up your purchase, you’ll have 7 days to communicate it through this form. Don’t forget attaching photos and videos of the defect.
Remember that, in the event of a return, we cannot return the delivery cost.
To make a return, send us an email at usvi.customer.relations@ikea.pr or call at 340 489 0444.
1.8 AVAILABILITY COMMITMENT
Although we’ve done everything in our hands to make sure that the information on this website is correct, we apologize if we change any item from the range throughout the year. We also inform you that some items could vary in color or size.
If you wish to know the units available of each item in detail, our IKEA Contact Center service will be pleased to help you at 340 489 0444 or you can send us an email at usvi.customer.relations@ikea.pr.
1.9 PERSONAL DATA
When you shop on our Web or access certain services, you'll have to register your data. At the time you register or place an order, your personal information and that related to your payment option, will be added to our database, only being used to process your order, and also send you information about interesting offers and promotions, or to add your data to our recruitment process.
At SARTON PUERTO RICO LLC, we’re interested in offering you a high level of security and protect the confidentiality of the data you provide us with, in such a way that all commercial transactions are performed in a secure server environment under the SSL protocol.
If at any time you experience problems accessing any part of our website, it may be due to the model or version of your browser or to its settings or options.
You can make an initial verification of your model or edition through the Help menu, in section "About..."
You can also verify if the problems are caused because your browser is set with a “High” safety level option, in which case you should modify it at the “Internet Options” section>“Safety” and set it on a “Medium” level.
If you need our help finding the solution or if you have any doubt concerning the functioning of our purchase system, call us at 340 489 0444. We’ll be pleased to help you.
In fulfillment to the stipulations of the Organic Law 15/1999 of the 13th of December, concerning Personal Data Protection, as customer of SARTON PUERTO RICO LLC. you can exercise your rights of access, rectification and objection at any time, communicating in writing to:
SARTON PUERTO RICO LLC.
Warehouse Plaza 3
Lote 1
Ramal 007
Barrio Martin Gonzalez
Carolina, PO Box 8700
Carolina, PR 00982
You can also contact us through the email usvi.customer.relations@ikea.pr or calling 340 489 0444.
2. WARRANTIES
IKEA will offer a one-year warranty from the date of purchase. Showing the purchase invoice as proof of purchase is required, as well as the holder’s identification. The warranty is individual and non-transferable.
For warranty coverage you’ll need to fill out the following form attaching the photographs and/or videos that you find necessary, as well as a photo of the invoice.
IKEA will carry out the necessary checks to determine those cases that are covered by the warranty, reserving the right of decision on its implementation and repairing or replacing the item for an identical one or one with similar characteristics. In the event of a substitution, a new item in its original package will be handed out in the same way as the previous one, remaining exempt, in any case, of an assembly guarantee if needed.
Exceptions:
The warranties don’t apply to products that have been stored or assembled incorrectly, used inappropriately, abused, misused, altered, or cleaned with wrong cleaning methods or wrong cleaning products. The warranties don’t cover normal wear and tear, cuts or scratches, or damage caused by impacts or accidents. The warranty doesn’t apply if products have been placed outdoors or in a humid environment or if the products have been used for non-domestic purposes (unless otherwise stated). The warranties don’t cover consequential or incidental damages. The warranty is for exclusive domestic use and the invoice must be in the name of a natural person, excluding office/business furniture.
In order to qualify for these warranties, you must follow the product-specific maintenance instructions. You can find them on each product’s specifications on the web.
If upon receiving your product, you observe any quality fault, remember that you should notify it during the first 7 days from pick up.
For any doubt or question, you can get in contact with us at usvi.customer.relations@ikea.pr or calling 340 489 0444.
3. CANCELLATIONS OR MODIFICATIONS
As previously mentioned, modifications or cancellations can be made while the goods are at IKEA’s facilities, that is, during the first 24h from the time of purchase or while it hasn’t been handed over to the delivery company.
For this reason, in the event that you change your mind, we recommend that you head to your order on the web and make a request through the cancellation form or that you call us at 340 489 0444 to speed up the process before it leaves our warehouse.
4. CUSTOM CLEARANCE INFORMATION
It is mandatory to declare the Custom Clearance for every purchase made. In case of any doubt, please consult all the procedures here.