You can pick up from any of our locations free of charge by selecting “pick up in-store” at checkout. The time between ordering and pick up is dependent on stock availability at the location you have chosen. It can take between 5 - 7 business days. You will be notified when your order is ready for pick up. Have your order confirmation email on hand when you are picking up your order.

Note: Non-stock or special order items are ordered directly from the manufacturer or vendor. Estimated lead times are displayed on the product page at the time of purchase. Once a backordered item arrives and your order has been processed, you will be notified that it is ready for pickup. Please note that all special order items are final sale and cannot be cancelled.

Pick-Up Refusal

Customers that refuse to pick up an order after it has been processed, the following conditions apply.

Cancellation Policy

Any orders or individual items on an order cannot be cancelled after 15 days from the date the pick-up has been processed. No refunds for orders will be processed after this 15-day period.

Returns & Exchanges

Orders or items are not eligible for return or exchange after 30 days from the date the pick-up has been processed.

Inspection of Items

Customers are responsible for inspecting their order at the time of pick-up.
Customers have 24 hours after pick-up to inspect the item(s) for defects.
Any defects or issues must be reported within this 24-hour window. Claims made after this period may not be accepted.

Abandoned Orders

Orders not picked up after 3 months from the date the pick-up has been processed will be considered as abandoned.

By completing a pick-up order, the customer agrees to the terms outlined in this policy.

We do not deliver to PO Boxes.

If no shipping cost is displayed at checkout, a Nella representative will contact you to discuss this after order completion. Payment will not be processed until you approve the shipping costs.

Orders are shipped from our Mississauga, Toronto or our Maple Ridge warehouses. We aim to ship your order within 5 - 7 business days. Due to an increase in volume and extra safety precautions, orders may take slightly longer to be dispatched. Heavy Equipment deliveries may take longer and a Nella representative will be in contact with you to organise a delivery date.

Please note that weekends and Canadian and Ontario provincial holidays* will increase lead time.

*National and regional holidays include New Year’s, Family Day, Good Friday, Victoria Day, Canada Day, Civic Holiday, Labour Day, Thanksgiving, Christmas Day and Boxing Day.

If you do not have an elevated loading dock or forklift to unload your items from the truck, you will need a tailgate. You must specify this during checkout by indicating “Tailgate required” in the shipping instructions

A higher fee may apply if a tailgate must be added after an order has shipped. If delivery is unable to be completed because a tailgate was not specified during checkout, a redelivery fee may apply in addition to a tailgate fee. In these situations, we will contact you via email regarding the appropriate fees and charge the card on file if necessary to avoid additional fees with the carrier.

For residential deliveries, tailgates are generally required. We will let you know if it is this is the case.

If tailgate is required note that this will be a $75 fee.

If an item ordered is not in stock, a Nella representative will be in touch to suggest an equivalent item or let you know when the item will be available again.

We endeavour to send items in one complete shipment; however, delivery times may vary as we may need to transfer stock from one warehouse to another. This adds an additional 1 - 3 business days to delivery time.

Duties and taxes differ between Canadian provinces and will be displayed at checkout after the shipping address has been specified.

Unfortunately, we do not offer international shipping as a service.

When an item has to be ordered from the manufacturer and shipped to our warehouses as a custom order:

we are unable to cancel the order once placed,
it may not be eligible for exchange,
or a restocking fee may be applied if the order is cancelled.

Please see our returns policy for more details.

In the event that there is damage to the packaging or the item itself, please make note of this on the delivery or pickup receipt and take pictures. Check and notify us is there are missing or incorrect items in your order. We also ask that you retain your receipt and the original packaging and contact us within 24 hours so we can investigate. If these steps are not taken, we cannot guarantee that you will receive compensation for the damages / incorrect item(s).

For an extra fee, white glove delivery service is available. A delivery time that suits you will be scheduled where our delivery team unload, inspect and move the item to its final position. We will also remove any packaging and debris from the larger items. Due to the ongoing Covid-19 pandemic our 3rd courier partners may not be able to offer this white glove delivery service. A Nella representative will be in contact with you if this is the case.

Please ensure old units have been removed prior to the delivery team’s arrival. For local deliveries, nella offers an equipment removal service. Extra charges apply.

White glove delivery only includes affixing of casters and accessories and does not include connection to utility lines.

Nella Cutlery and Food Equipment delivers to residential addresses. Please note that the commercial equipment we stock is specifically designed with commercial use in mind and may not be suitable for residential purposes.

Free Freight is dock-to-dock delivery only and does not include tailgate delivery.

If you do not have an elevated loading dock or forklift to unload your items from the truck, a tailgate will be required and must be specified at checkout or advised prior to shipping. If tailgate is required there will be a charge of $75 + tax.

In the case where a delivery is unable to be completed and/or a tailgate was not specified, a redelivery fee may apply in addition to a tailgate fee.

It is the customer's responsibility to bring the product into business for set up and installation.

We will be in touch with you through the entire process to communicate delivery, timing, and guide you through important details to ensure a smooth product drop-off.

Excluded locations may include, but are not limited to, the Yukon, the Northwest Territories, and Nunavut as well as any other destination that UPS or any of our 3rd party couriers deems “remote” or that requires air or water freight service in any province or Territory.

Please note that in order for your item(s) to qualify, they are to be purchased online at www.nellacutlery.ca

Nella Cutlery & Food Equipment reserves the right to exempt any order from free shipping. We will advise you in this unlikely event. One of our sales representatives will contact you immediately to inform you that extra freight charges will apply to your order prior to processing. You may approve the charges or cancel your order at this time if for some reason no longer works for you or your establishment.