General Contracting Conditions

1. PURCHASE PROCESS

1.1 HOW TO SHOP ONLINE

Shopping at IKEA is simple and easy!
 

• 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 select the island where you want to receive your order. At this stage, you can also choose Home Delivery if you would like to include this service.

• 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 the destination you have selected.

• All orders are delivered to your selected destination for a delivery fee. IKEA works with Tropical Shipping, and deliveries typically take 7 to 14 days.

• Enjoy free delivery on all orders over $250 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 usvi.customer.relations@ikea.pr or by phone at (340) 489 0444.

 

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 with the help of our Customer Service team by phone at (340) 489 0444, 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

IKEA currently partners with Tropical Shipping, LLC, who is responsible for shipping your purchase and informing you of the service conditions if you need additional details. Shipping costs are paid directly at your selected destination. Once your purchase arrives at the destination you have selected, the delivery company will notify you so you can pick up your purchase.

Tropical Shipping, LLC

St. Thomas

• STT Office: 4 Crown Bay-Charlotte Amalie, St. Thomas

• Phone: (340) 776 8767

• Email: STTcustomercare@tropical.com

St. Croix

• STC Office: St. Croix Port, St. Croix

• Phone: (340) 778 8767

• Email: STCcustomercare@tropical.com

Tropical Shipping provides marine cargo insurance coverage in accordance with the terms and conditions of its tariff. Cargo insurance is available at a rate of $10 USD for values up to $1,200. If you need a quote for higher values, please contact us at (340) 489-0444.

If you wish to decline insurance protection, send instructions to the Tropical Shipping team via email (email address for Tropical Shipping to upload instructions to the T-Link booking system).

Remember, taxes are not included, and you will need to make the customs declaration at your destination.

1.4 HOME DELIVERY SERVICE

Enjoy free shipping on all orders over $250 USD. IKEA partners with Fabien’s Trucking, LLC, which ensures your purchase is conveniently delivered to your home when you select the Home Delivery option. You can request this service during checkout, and payment will be made in cash on delivery (COD) to the Fabien’s Trucking representative handing over your order.

• Delivery time: 9 to 17 days from the purchase date.

• For inquiries, please contact Fabien’s Trucking directly at (340) 777 3224 or ar@fabienstrucking.com

If your order total is below $250 USD, delivery fees will apply according to weight. See rate chart here.

1.5 DELIVERY SCHEDULE

The handing over of your purchase will be conducted at the warehouse that the delivery company has at the destination’s customs.

Consider that you must identify yourself when picking up the purchase. If it is not, 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.

Deliveries from Puerto Rico to St. Thomas and St. Croix are generally dispatched on Fridays. Depending on the day of your purchase, delivery may take 7 to 14 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 usvi.customer.relations@ikea.pr or (340) 489 0444.

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 (340) 489 0444.

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: usvi.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 (340) 489 0444.

4. CUSTOM CLEARANCE INFORMATION 

Customs declaration is mandatory for all purchases. For detailed procedures, please review the full customs clearance guidelines here.