Terms and Conditions

Orders

 

Availability

Generally, in-stock items get shipped out within 3 - 5 business days. If we don't have enough stock on hand to fulfill your order, we'll do our best to send you an email notification within 24 business hours so that we can figure something out together.

 

Canceling/Modifying an Order

While we always do our best to accommodate our customers, sometimes we just can't make changes.

If you need to modify your order, please contact us as soon as possible. We'll let you know if we're able to help you out.

If we have to cancel your order for any reason, don't worry! We'll let you know ASAP, and your credit card will not be charged.

 

Price Changes and Updates

Pricing on our website is listed at the wholesale level and updated in real time. And are subject to change without notice. Should you find any prices listed incorrectly on our website, we will resolve the discrepancy at our discretion, which may require contacting you for further information or cancel your order and issue a full refund.

 

Receipt of Incorrect Product

Items may be returned if they are in the original packaging and have not been used. Please reach out to our team as soon as possible. They will work with you to reship the correct item. We may require a picture of the incorrect product you received and will cover the cost of return shipping for that item.

 

Resolution of Disputes

You agree that any disputes and claims related to or arising from these Conditions of Use and/or your use of this website, including disputes arising from or concerning their interpretation, violation, invalidity, non-performance, or termination, will be resolved through final and binding arbitration under Arbitration Act (Ontario). An exception is that you may assert claims in small claims court, if your claims qualify.

There is no judge or jury in arbitration, and court review or appeal of an arbitration award is very limited. An arbitrator can award on an individual basis the same damages and relief as a court, and must follow the terms found in Nella’s conditions of use just like a court would.

The arbitration will be conducted in Toronto, Ontario. 

We each agree that any dispute resolution proceedings will be conducted only on an individual basis and not in a class, consolidated or representative action. If for any reason a claim proceeds in court rather than in arbitration we each waive any right to a jury trial. We also both agree that you or we may bring suit in court to enjoin infringement or other misuse of intellectual property rights.

 

Applicable Laws

These Conditions of Use shall be governed by and construed in accordance with the laws of the Province of Ontario, without giving effect to its conflict of law provisions.

 

Payment Methods

 

Accepted Credit Cards (Preferred Method)

All orders must be placed online through our checkout process. We accept all major credit cards including Master Card, Visa, American Express, and Discover. Only a single credit card may be used to process the order.

 

Alternative Payments (Certified Cheque, EFT Wire Transfer)

Once payment is cleared, we will ship your order.

 

Charges and Authorizations

When an order is placed on our website, an authorization is placed on the bank account linked to the credit card used for the purchase. This ensures that your credit card is valid and there are sufficient funds available in the account to cover the transaction. Once an order has shipped, this authorization will drop off your statement. We will charge your card in full once your order has shipped as complete or partial.

If your order has an extended lead time, we may request that you charge your payment method in advance to avoid losing the authorization. If this is necessary, your bank will hold these funds on your account, which can result in overdraft fees. Nella Cutlery assumes no liability for overdraft fees.

 

Currency

All pricing is listed in CAD Dollars ($) on the website.

 

Sales Tax

Sales tax will be charged on orders shipping to Canadian provinces of Alberta, British Columbia, Manitoba, New Brunswick, Newfoundland and Labrador, Northwest Territories, Nova Scotia, Nunavut, Ontario, Prince Edward Island, Quebec, Saskatchewan, Yukon. If you are tax-exempt and shipping to one of these provinces, please speak with our customer service team.

 

Product Policies

 

Content Policy

The information provided on this website does not, and is not intended to, constitute legal advice; instead, all information, content, and materials available on this site are for general informational purposes only. Information on this website may not constitute the most up-to-date legal or other information. Laws change regularly, thus, readers of this site should be familiar with the applicable state laws and restrictions. All liability with respect to actions taken or not taken based on the contents of this site are hereby expressly disclaimed. The site content is provided "as is;" no representations are made that the content is error-free.

 

Image Color Policy

We take great care to make sure we accurately represent the color of items on our site. But, as we all know, sometimes monitors aren't the most reliable. It may be that the color you see on your screen is not exactly the same as when you get it in person. We can't guarantee that what you see on your screen is 100% accurate—but what we can guarantee is that if there's a very big difference between what you see on your screen and what you actually receive, we'll do our best to correct it with an exchange!

 

Image Policy

We try to provide the most accurate images of our products as possible. However, some product images prove difficult or impossible to obtain. In these cases, we will use the closest representative image we can find for the product. These representative, illustrative images may show optional accessories or features, or may be an image of a similar product.

Therefore, we recommend that you carefully read the product description and other related product literature such as Specification Sheets, SDS Sheets, etc., before placing your order. If you have any questions or concerns about a product after reading the description and product literature, please contact us.

 

Price Matching

At Nella, we know how important it is to save money. That's why we pride ourselves on working hard so our prices are the lowest around. If you find a lower price from one of our competitors, please bring it to our attention with our contact form. We'll do our best to beat that price!

 

Sales and Coupon Code Policy

While our prices are low, we also provide frequent opportunities for you to save even more. We provide sales and coupon codes that allow you to receive further discounts off of our already low prices. To ensure that you receive the discount, items should be purchased as soon as possible. Coupon codes for items on our site will have an expiration date associated with them.

To take advantage of these discounts, simply enter the coupon code at checkout. Discounts do not apply to already discounted products and cannot be used in conjunction with other offers.

We strive to ensure that our prices are as accurate as possible. In order to remain competitive, we regularly update our pricing on our website; however, search engines and coupon code websites may not always provide the most up-to-date prices. Therefore, the prices you see on those sites may reflect old prices that we no longer offer.

Coupon codes and discounts that are invalid will not be accepted during checkout.

We aim to provide you with the best customer experience possible. However, if you do happen to come across a price listed incorrectly on our website, please contact us via email at helpdesk so that we can resolve the issue as soon as possible.

 

Samples

Sometimes we offer product samples on select products! If you're interested in trying out one of our products before purchasing, let us know! Contact us at helpdesk@nellacutlery.ca and we'll see if we can send a sample request to the manufacturer for the item(s) you're interested in.

 

Warranty Policy

If your product is covered by a warranty, the details may be found on the items pages as downloadable PDF labeled "Warranty" or may be specified on the page itself or on the downloadable PDF labeled “Spec Sheet””. If there is no warranty information, ask our team and we can provide that information if it is available. All warranty claims are handled based on the manufacturer's warranty policy. If you're using your product internationally or in a residential setting, please check that the warranty is valid.