IKEA: item arrived damaged or defective

Collect

• order confirmation or receipt
• photos of the damage
• notes made at delivery

Steps

1. Inspect the delivery and note any visible packaging defects, damaged items or missing merchandise at delivery.

2. Call the Customer Support Center within 48 hours of delivery.

   PhoneIKEA US Customer Support Center +1-888-888-4532

3. Or bring the damaged item and proof of purchase to an IKEA store.

   In personExchanges & returns desk at an IKEA store

4. If only one part is damaged, ask for a replacement part.

More contacts for this issue

Facts you can cite

• Deadline

  For damaged, missing or incorrect pieces, "please contact us at 1-888-888-4532 within 48 hours of your delivery." (Delivery terms, sections 1.3 and 2.2.)

  Source: ikea.com, verified 2026-10-13

• Policy

  If you accept a delivery without noting visible defects, "we may not be able to replace your items or refund your purchase." (Delivery terms, section 2.2.)

  Source: ikea.com, verified 2026-10-13

Rules in force

• Magnuson-Moss Warranty Act
  15 U.S.C. 2302, 2310; FTC Disclosure and Pre-Sale Availability Rules

  Federal law for written warranties on consumer products. Warrantors must disclose warranty terms in simple language, may not void a warranty because the consumer used another brand of parts or service (unless those are free or the FTC grants a waiver), and may not disclaim implied warranties when they give a written warranty. Consumers can sue for breach and may recover attorneys' fees.

  Source: ftc.gov, verified 2026-10-12

  1 citable point

  • Policy

    Under a "full" warranty, service must be free, available to anyone who owns the product during the warranty period, and the warrantor must replace or refund if it cannot repair the product after a reasonable number of tries. It may not limit the duration of implied warranties or impose unreasonable duties, such as requiring return of a registration card.

    Source: ftc.gov, verified 2026-10-12

If that fails, escalate

Go up one step at a time. Keep the reference numbers and dates from each contact.

1. Customer service

   PhoneIKEA US Customer Support Center +1-888-888-4532

2. Supervisor

3. Written complaint

4. Card or bank dispute

   Fair Credit Billing Act billing-error and purchase-dispute rights (Regulation Z)

   Electronic Fund Transfer Act error resolution and unauthorized-transfer liability (Regulation E)

5. State agency

   Your state’s attorney general. Find it in the list of state agencies (also as JSON: states/<code>.json, for example states/ny.json).

6. Public complaint

   RegulatorBetter Business Bureau

Watch out

Related

• Item arrived damaged or defective at other companies
• Retail and online shopping — how complaints work
• IKEA: refund request
• IKEA: lost package
• IKEA: price dropped after purchase
• IKEA: warranty claim