Store Policies

Terms and conditions

Free Parts for Life Program | Customer Service | Layaway Policy

  Delivery Policy | Damaged Item(s) Policy | Warranty Policy | Refund Policy  Clearance Center Rules

Free Parts for Life Program 

IKASA is proud to announce its Free Parts for Life program! We are the only furniture retailer in the business who offers our customers just that- FREE PARTS FOR LIFE! If you damage a part, or need any part replaced during the life of your product, call our customer service and we will order the part at absolutely no charge to you, so long as the manufacturer still carries it. IKASA only considers articles that can be individually ordered, removed, and replaced to be parts, such as legs, handles, hardware, brackets, knobs, arms, etc. Glass does not qualify. The customer is responsible for picking up the parts from the warehouse. 

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Customer Service

After completing your purchase,  our number one priority is to resolve any issue that you as a customer may have. Since IKASA is so dedicated towards giving our customers the best service in the industry, we have an entire customer service office dedicated to you. Because of this, we no longer have customer service representatives in our stores, and store associates are not trained and therefore unable to assist you. However all of our highly trained and motivated customer care representatives are ready to help you over the phone from the convenience of your own home. Please note that IKASA sales managers or store managers are unable to service most customer service issues in store. IKASA assures you that there is no issue that requires a person in front of you, and that can not be solved over the phone. This is for your convenience. If for any reason you need to speak to a manager, call our customer service and ask for the manager.

DELIVERY CUSTOMER SERVICE: 860-951-3300
SHOWROOM CUSTOMER SERVICE: 860-951-7000

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Layaway Policy

IKASA gives you the option of putting furniture on layaway for twelve months! No weekly or monthly commitment is necessary, as long as the layaway is paid off twelve months from the order date. You have the option to change the items on the order, or use any current deposits for a store credit. You may cancel your LayAway at any time for a full refund of your deposit. Credit card deposits shall be refunded back to the same credit card. Cash deposits will be refunded by mail. Items may only be picked up or delivered after the layaway has been paid in full. Items may not be in our CT warehouse the day the layaway is paid in full, but a store representative will be happy to give you an Estimated Time of Arrival of your product which may take up to 4 weeks. If we cannot make your order available to you within 30 days after the full payment of your total order amount, a full refund will be issued to you as noted above. At your request IKASA will store your purchased and fully paid items for up to THREE MONTHS at no cost to you.

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Delivery Policy

ALL ITEMS OFFERED ON THE WEBSITE INCLUDE SHIPPING. Delivery means that items will be placed in the particular room of your choice without unpacking, setting up, assembly or removal of debris. Set-UP or ASSEMBLY IS AVAILABLE SEPARATELY. We do not remove or move around any old furniture. Once your delivery is ready to schedule, you will be able to choose a date that we can deliver on, however since no one can predict the time that prior deliveries will take, we are unable to guarantee you a specific time. You will get a time window of before 2 pm or after 2 pm.

An IKASA customer service representative (CSR) will call you the day of the delivery and give you a thirty minute advance notice in coordination with the delivery driver. IKASA prides itself on the best customer service in the business; because of this, an IKASA CSR will call you before the driver leaves your home to make sure everything was delivered according to your satisfaction. Any problems will be handled immediately by a trained professional over the phone. You may call our customer service listed below. If an item is delivered damaged, a IKASA CSR will determine over the phone whether the driver should bring the item back. In most cases, a product technician can be sent to your house to fix the damage, or a replacement part can be ordered at no cost to you. The driver can not take items back without authorization. IKASA is not responsible for items too large to fit. You are responsible for measurements prior to purchase. You may be charged $25.00 if no one is home to receive the delivery. 

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Damaged Item(s) Policy

After picking up or having an order delivered, you have three days to inspect and report any defects or damages. This must be reported over the phone 860-951-3300 or via email to CustomerService@ikasa.com only. If an item requires a part to be replaced, we will order a new part at no cost to you. We only ask that when the part arrives, you pick it up at our warehouse. We don’t take back the damaged part, you are welcome to keep it or dispose of it. If the damage requires a full replacement, and can not be fixed by replacing a part, we will order you a full replacement for the item. Once the replacement arrives at our warehouse, we will deliver the new item, and pick up the damaged piece. However, if you originally picked up this order and did not use our delivery service, you will be responsible for bringing the damaged item back to our warehouse before we order the replacement.

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Warranty Policy

IKASA recommends all customers to purchase our extended warranty on any large purchase made. Once you buy the warranty, you will be given a card that needs to be filled out and mailed to our warranty company for registration. If at any point within the coverage period you have an accident or your furniture is damaged, you must file a claim with the warranty company. IKASA contracts all warranties and claims to ServeCO North America. All claims must be filed over the phone by calling 1-800-866-9636. Damaged furniture will be fixed, repaired, replaced, or reimbursed. This is entirely up to the warranty company. If for any reason your claim is denied, IKASA is not responsible, nor will any warranty costs be refunded. 

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Refund Policy

Despite our best efforts, If you receive an item that has been damaged during shipping or is missing a part, then the replacement item or part will be sent to you.  If your item does not fit into your home, then only a Store Credit will be issued less the delivery charge. If you purchase an item that we do not stock and  is a “Special Order” just for you, there will be no return, exchange or refund issued. All claims must be made within three days after receiving the merchandise.  If you cancel your regular order (Non “Special Order”) before it is delivered to you, a full refund will be issued.  Credit card deposits shall be refunded back to the same credit card. Cash deposits will be refunded by mail to the name and address on the order. If your purchase is  “Financed” and your lease has been signed, your order is governed by the “Lease/Finance Agreement” & no refund will be issued by IKASA.

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Clearance Center Rules

IKASA offers Clearance items at up to 80% Off.

  1. No deliveries on clearance items or floor samples
  2. No Layaways: Clearance items must be paid in full and picked up within three days.
  3. All sales are final! Items are AS-IS, Where-IS, No Returns, No Exchanges, No Refunds, No exceptions.
  4. No warranties or guarantees on clearance items.
  5. Free Parts for Life does not apply.
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DELIVERY CUSTOMER SERVICE: 860-951-3300
SHOWROOM CUSTOMER SERVICE: 860-951-7000
Store Policies