Orders

Processing Time

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.

Extra Security Checks

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.

Payment Methods

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.

Order Cancellation/Modification

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.

Price Changes & Updates

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.

Return Policy

Commercial & Residential Returns - Terms and Conditions

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 by 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.

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.

Restocking Fees

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).

Shipping Policy

Delivery Time

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.

Pick-up Orders

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.

USA and International Shipments

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.

Damaged, Missing or Lost Items

Please inspect all deliveries upon receipt and report any damaged, missing, 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 product received is damaged, we may require you to take pictures of its condition in order to speed up the process.

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.

Please be sure to thoroughly inspect all freight deliveries upon receipt. If you see or suspect any possible damages, clearly note it on the bill of lading before signing and contact us immediately. Unfortunately, we cannot guarantee any compensation for damages if they were not recorded on the original delivery receipt.

Free Shipping Policy

Free shipping applies to standard items weighing 40 lb or less that can be swiftly and easily shipped by Canada Post. Please also note that your entire order must be a minimum of $300 (before tax) in order to qualify for free shipping.

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.

Privacy Policy

This Privacy Policy describes how your personal information is collected, used, and shared when you visit or make a purchase from www.nellaonline.com (our “Site”).

Information Collection & Use

When you visit our Site, we automatically collect certain information about your device, including information about your web browser, IP address, time zone, and some of the cookies that are installed on your device. Additionally, as you browse our Site, we collect information about the individual web pages or products that you view, what websites or search terms referred you to the Site, and information about how you interact with our Site. We refer to this automatically-collected information as “Device Information.”

We collect Device Information using the following technologies:

  • “Cookies” are data files that are placed on your device or computer and often include an anonymous unique identifier
  • “Log files” track actions occurring on our Site, and collect data including your IP address, browser type, Internet service provider, referring/exit pages, and date/time stamps
  • “Web beacons,” “tags,” and “pixels” are electronic files used to record information about how you browse our Site.

Additionally when you make a purchase or attempt to make a purchase through the Site, we collect certain information from you, including your name, billing address, shipping address, payment information (including credit card numbers, email address, and phone number). We refer to this information as “Order Information.”

When we talk about “Personal Information” in this Privacy Policy, we are talking both about Device Information and Order Information

HOW DO WE USE YOUR PERSONAL INFORMATION?

We use the Order Information that we collect generally to fulfill any orders placed through the Site (including processing your payment information, arranging for shipping, and providing you with invoices and/or order confirmations). Additionally, we use this Order Information to:

  • Communicate with you
  • Screen our orders for potential risk or fraud
  • When in line with the preferences you have shared with us, provide you with information or advertising relating to our products or services

We use the Device Information that we collect to help us screen for potential risk and fraud (in particular, your IP address), and more generally to improve and optimize our Site (for example, by generating analytics about how our customers browse and interact with our Site, and to assess the success of our marketing and advertising campaigns).

SHARING YOUR PERSONAL INFORMATION

We share your Personal Information with third parties to help us use your Personal Information, as described above. For example, we use Shopify to power our online store--you can read more about how Shopify uses your Personal Information here: https://www.shopify.com/legal/privacy. We also use Google Analytics to help us understand how our customers use the Site--you can read more about how Google uses your Personal Information here: https://www.google.com/intl/en/policies/privacy/. You can also opt-out of Google Analytics here: https://tools.google.com/dlpage/gaoptout.

Finally, we may also share your Personal Information to comply with applicable laws and regulations, to respond to a subpoena, search warrant or other lawful request for information we receive, or to otherwise protect our rights.

BEHAVIOURAL ADVERTISING

As described above, we use your Personal Information to provide you with targeted advertisements or marketing communications we believe may be of interest to you.

Opting out:

Users can set preferences for how Google advertises to you using the Google Ad Settings page. Alternatively, you can opt out by visiting the Network Advertising Initiative Opt Out page or by using the Google Analytics Opt Out Browser add on.

DO NOT TRACK

Please note that we do not alter our Site’s data collection and use practices when we see a Do Not Track signal from your browser.

Information Protection

Your personal information is contained behind secured networks and is only accessible by a limited number of persons who have special access rights to such systems, and are required to keep the information confidential. In addition, all sensitive/credit information you supply is encrypted via Secure Socket Layer (SSL) technology.

We implement a variety of security measures when a user places an order enters, submits, or accesses their information to maintain the safety of your personal information.

All transactions are processed through a gateway provider and are not stored or processed on our servers.

DATA RETENTION

When you place an order through the Site, we will maintain your Order Information for our records unless and until you ask us to delete this information.

MINORS

Nella Toronto takes special care to protect the safety and privacy of children. Our websites are general audience sites. We do not permit anyone under the age of 13 to register with us. We also do not send email correspondence to anyone who tells us that they are under the age of 13. Children under the age of 13 should always ask their parents or guardians for permission before providing any contact information to anyone online. We urge parents and guardians to participate in their children's online activities and use parental control or other web filtering technology to supervise children's access to the Internet.

Cookies

Cookies are small files that a site or its service provider transfers to your computer's hard drive through your Web browser (if you allow) that enables the site's or service provider's systems to recognize your browser and capture and remember certain information. For instance, we use cookies to help us remember and process the items in your shopping cart. They are also used to help us understand your preferences based on previous or current site activity, which enables us to provide you with improved services. We also use cookies to help us compile aggregate data about site traffic and site interaction so that we can offer better site experiences and tools in the future.

We use cookies to:

  • Help remember and process the items in the shopping cart
  • Understand and save user's preferences for future visits
  • Keep track of advertisements
  • Compile aggregate data about site traffic and site interactions in order to offer better site experiences and tools in the future. We may also use trusted third-party services that track this information on our behalf

You can choose to have your computer warn you each time a cookie is being sent, or you can choose to turn off all cookies. You do this through your browser settings. Since every browser is a little different, look at your browser's Help Menu to learn the correct way to modify your cookies.

Please note that if you turn cookies off it will turn off some of the features of our Site.

European Customers

YOUR RIGHTS

If you are a European resident, you have the right to access personal information we hold about you and to ask that your personal information be corrected, updated, or deleted. If you would like to exercise this right, please contact us through the contact information below.

Additionally, if you are a European resident we note that we are processing your information in order to fulfill contracts we might have with you (for example if you make an order through the Site), or otherwise to pursue our legitimate business interests listed above. Additionally, please note that your information will be transferred outside of Europe, including to Canada and the United States.

Privacy Policy Changes

We may update this privacy policy from time to time in order to reflect, for example, changes to our practices or for other operational, legal or regulatory reasons.

For More Information

For more information about our privacy practices, if you have questions, or if you would like to make a complaint, please contact us by e-mail at help@nellaonline.com or by mail using the details provided below:

148 Norfinch Dr. , Toronto, ON, M3N 1X8, Canada