IKASA Furniture & Mattress IKASA Furniture & Mattress

Lay Away Policy

IKASA gives you the option of putting furniture on layaway for six months! No weekly or monthly commitment is necessary, as long as the layaway is paid off six months from the order date. Within three months of the layaway you have the option to change the items on the order, or use any current deposits for a store credit. A Customer Service Manager may approve a refund on layaway deposits only if the layaway items on the order have been discontinued by the manufacturer. Items may only be picked up or delivered after the layaway has been paid in full. Items may not be in stock 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 get you your order within 30 days, a full refund will be issued to you.

Discount Policy

IKASA Furniture offers the lowest price on quality furniture guaranteed. We buy in bulk which allows us to buy product cheaper than our competition. Because of this, we pass the savings on to you, the customer! Since our furniture is already priced the lowest that we can possibly go, we are unable to offer any discounts. Our competitors falsely raise their prices, then try to “wheel and deal” with you to trick you into thinking you are getting a deal. Our promise to you is that our declared prices are already lower.

Holding/Reserving Items Policy

Once your order is paid in full, IKASA will either order the items from our vendors (special orders) or if the item(s) is in our warehouse we will reserve the stock and keep it on hold for you. On items in stock in our warehouse that are paid in full, IKASA will hold these items for you for up to ONE WHOLE YEAR! That should give you enough time to pick up, or get delivery. After one year, we will send the item back to the manufacturer and re order the item when you need it if it is still available at that time.


Delivery Policy

IKASA offers delivery on products from our warehouse. Delivery is not available on floor samples or items from our clearance center because they are “as-is” items. All of our deliveries are done by an independent contracted delivery service who charges their own rates. Because of this, our salespeople are unable to negotiate delivery fees, or offer free delivery unless the store is doing a promotion. The delivery fee will be paid at the store and never given to the driver. Our delivery fee is much less than what our competition charges, and because we offer delivery at such a low rate, ALL IKASA DELIVERIES ARE DROP-OFF ONLY. This means no assembly or set up of any kind, which means YOU SAVE $$$! IKASA delivery drivers will bring furniture up to which ever floor, or room you like. They will not however, unwrap, dispose of trash, or remove 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 4pm or after 4pm. An IKASA customer service representative (CSR) will call you the day of the delivery and give you a thirty minute advance warning in coordination with the truck 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 hotline listed below. If an item is delivered damaged, a IKASA CSR will determine over the phone whether 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. 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. 860-951-3300

Customer Service Issues

After completing your purchase, any issue that you as a customer may have is our number one priority to resolve. Since IKASA is so dedicated towards giving our customer 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 hotline and ask for the manager. Our customer service hotline is: 860.951.3300

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 only by calling our customer service hotline. 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 to 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.

Warranty Policy

IKASA strongly 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 Ultra Shield Warranty Company. 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 to you. Otherwise, if the item you purchased has a manufacturer’s warranty, you must contact the manufacturer directly and file a claim. IKASA will help as much as possible, but will not get involved, nor be responsible for manufacturer’s warranties.

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 hotline and we will order the part at absolutely no charge. 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. Parts that can’t be replaced are those no longer available by the manufacturer.

Refund Policy

IKASA is unable to issue any refunds unless it is our fault. You can talk to a store manager about a refund if you are applicable. Otherwise store credit will be issued to your account. Customers are responsible for measuring furniture before purchasing Items that are too large, or don’t fit are not subject to a refund. At any point a IKASA customer is entitled to a full store credit. Refunds given under the Customer Assurance program will be returned to the customer’s credit card. If the transaction was cash, IKASA will mail a check to the address listed on the order for the refund amount. This address can not be changed without a valid state issued ID. We do not keep cash in our locations, therefore we cannot give you cash back. We apologize for any inconvenience.

Clearance Center Rules

IKASA is always bringing in new fashionable items for our customers to choose from. However, to create space we have to put the old furniture on clearance. This means floor models, customer returns, scratch & dent, and sometimes even brand new furniture being discontinued. In other words, YOU SAVE $$$!! Get up to 70% off in our clearance center. But, since we are selling items at cost, or even below cost there are a few rules:
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. Once you pick it up, it’s yours! No returns, exchanges, or refunds. All sales are final!
4. No warranties or guarantees on clearance items.
5. Free Parts for Life does not apply.
6. Must show state issued ID before picking up.