NOTE: We do not deliver to PO Boxes.
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. We will provide you with a sales order number when we notify you that the order is ready for pick up. Please have this number on hand when you pick up the order.
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 or Toronto warehouse. We aim to ship your order within 48 hours. 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.
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.
We are able to ship items to the USA and internationally. Please contact email@example.com for more details.
When an item has to be ordered from the manufacturer and shipped to our warehouses as a custom order:
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 receipt and take pictures if possible. Please also check if the correct items have been delivered. We also ask that you retain your receipt and the original packaging and contact us within 1 day so we can investigate with the carrier. If these steps are not taken, we cannot guarantee that you will receive compensation for the damages.
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.
Please ensure old units have been removed prior to the delivery team’s arrival.
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 customers. Please note that the commercial equipment we stock is specifically designed with commercial use in mind and may not be suitable for residential purposes.