Shipping Policy

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.

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

Please contact us at 416-740-2424 Ext. 3 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.