Policies

Items that are in stock are normally processed and shipped within 1 - 2 business days and can sometimes take 3 business days. Non-stocked, backordered, and special order items may take up to 1 - 2 weeks to process before shipment. We will contact you immediately via e-mail if an item you ordered is temporarily out of stock or on backorder. Please contact us right away or prior to placing your order, if you require an item by a certain day.

The online security of our customers is extremely important to us, which is why we take extra precautions to protect against fraudulent orders and the use of stolen credit cards. Every online order must pass thorough credit card and address checks, and on occasion some may also require additional security checks in order to ensure the authenticity of the purchase.

As a result, the processing times of an order could vary and we may need to contact you over the phone or through e-mail in order to obtain additional information. To prevent possible delays in your shipment, please ensure that your contact information is up-to-date and that your billing information (name, address, phone number etc.) matches that of your credit card.

All orders placed on Nella Online must be paid for with a valid credit card or PayPal account. Our secure, online check-out system accepts Visa, Master Card, and American Express credit cards.

Other payment methods that we accept are wire transfers, direct online banking (bill payee), e-transfers, as well as certified cheques. If you would like to pay using one of these means, please contact us prior to placing your order online. Please be advised that orders may be subject to additional processing times when using these types of payment methods.

As soon as you place an order with Nella Online, we start working to process and ship it out to you as soon as possible. As a result, we cannot always guarantee that we’ll be able to cancel or modify orders once they have been processed. If you do wish to cancel or alter anything on an order you’ve recently placed with us, please contact us right away.

Nella Cutlery Toronto Inc. makes every effort to ensure all the information (such as product descriptions, specifications, prices etc.) on our website is accurate. However, from time to time typographical errors, inaccuracies, or omissions may occur relating to such information. Nella Cutlery Toronto Inc. reserves the right to correct, change, and update this information at any time without prior notice including, but not limited to, items that have been placed in your cart or added to your order as well as after submitting and receiving an order confirmation from us. Should you not wish to continue with your purchase after these corrections have been made, please contact us immediately so that we may cancel and refund your order.

All regularly/standard stocked items can be returned within 30 days of receipt, provided the item is unused and in the original packaging. A return credit will be issued to the original payment method upon receipt and inspection of the product(s) returned. Shipping charges are non-refundable and will be deducted from the return amount due. Customers are responsible for return shipment costs, including any brokerage fees, duties, and taxes when applicable.

Face masks and face shields cannot be return due to hygienic reasons.

Restocking fees may apply see below for more information.

Customized or special order item(s) and products shipped direct from the manufacturer/supplier cannot be returned.

Defective Merchandise

If you receive a defective item please contact us immediately within 5 business days for the next steps.

Return policy applies to online purchases only.

A restocking fee will be issued for return requests and will be deducted from the return amount. For commercial locations, the fee is 20% of the item(s) cost. For residential locations, the fee is 30% of the item(s) cost. The restocking fee helps cover the costs of restocking item(s).

In the unlikely event that you receive an incorrect item, please contact us immediately so that we can find a solution or send a replacement as quickly as possible.

We will provide you with a return shipping label at no cost, for your convenience. Please do not ship the product back to us prior to receiving a return label as we cannot guarantee reimbursement for any incurred shipping charges.

At Nella Toronto, we use a range of courier and delivery methods including Canada Post, UPS, common freight carriers, and our own fleet of vehicles in order to get your purchases to your door in the most timely and efficient way possible.

All items are shipped directly from our warehouse in Toronto, Ontario, Canada. For smaller items that can ship via Canada Post or UPS, the approximate shipping time will be displayed at check-out along with the cost. Courier shipments can vary between 1 and 7 business days. For larger products and equipment that must be shipped with a common freight carrier, please allow up to 10 business days for delivery.

For deliveries made during the holiday please add an extra day to the shipping or processing time. Please note that all delivery times are estimates and are not guaranteed. If you require an item sooner, please contact us right away so we can work on a solution.

After placing an order for pick-up, please wait until you’ve received a “Ready for pick-up” e-mail from us before visiting. Although orders are usually ready the next day, they could take 1-3 business days for processing. In any case, we’ll contact you immediately when your items are ready to be picked up.

What to bring with you:

1. 1. Your order number or order confirmation e-mail
2. 2. The credit card used to make the purchase
3. 3. One piece of government-issued photo ID

Please contact us at 416-740-2424 Ext. 240 or 269 or help@nellaonline.com if you need to send someone other than yourself to pick up your order.

Nella Toronto can ship any product to the United States and internationally. Please be advised that any international shipment may be subject to additional taxes, duties, and fees that will not be accounted for at check-out or through a customized shipping quote.

Heavy or oversized items that must be shipped via a common carrier require a broker at the U.S. / Canada border. We will contact you with the cost of this service with a customized shipping quote. Please let us know if you wish to hire your own shipping company to take care of your order.

Certain items on our website may be able to ship directly from the manufacturer or supplier within the United States.

Please inspect all deliveries upon receipt and report any package damage or lost items to us immediately so we may contact the courier to file a claim as well as send a replacement when appropriate. In the event that the packaging is damaged, take photos of the package before unpacking if the product received is damaged, we may require you to send pictures of both the packaging and item in order to file a claim.

On rare occasions, it is possible that a carrier may lose a shipment on route. Please notify us if you believe your order may have been lost in transit (for example, if it’s well after the estimated delivery date and you still have not received your shipment). We will work with you and the carrier to locate and continue the shipment of your order.

Common Carrier Shipments

You should only sign for your shipment after you have checked that your order arrived safely. Always note of any issues on the delivery receipt.

If any item is clearly damaged or missing, or if you have any doubt about any item being damaged or missing, you must do the following:

• Note any issues clearly on delivery receipt before signing.
• Keep your copy of the delivery receipt.
• Contact us within 1 business day.
• Keep the damaged packaging material for inspection.
• Take pictures of the damaged items and packaging.

Free shipping applies to specific items labeled with free shipping.

Shipping costs are calculated on a per-item basis. For this reason, adding items without free shipping to your cart will add a shipping charge to your order.

This offer applies to most locations across Canada. Excluded locations include, but are not limited to, the Yukon, the Northwest Territories, Nunavut as well as any other destination that Canada Post deems “remote” or that requires air or water freight service in any province or territory.

In order for your item(s) to qualify, they must be purchased online at nellaonline.com.

Nella Toronto reserves the right to exempt any order from free shipping in the event that products are listed incorrectly below cost, weighed improperly etc. In this unlikely event, we’ll contact you immediately to inform you that extra freight charges will apply to your order. You may approve the charges or cancel your order at this time.