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    Shipping & Pick Up & Orders


    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. It can take between 24 - 72 business hours. 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.

    NOTE: If orders are not collected and/or cancelled a 25% restocking fee may apply.


    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 24 - 72 business hours. We are working hard to process your order as quickly as possible. Due to an increase in volume and extra safety precautions, orders may take slightly longer to be dispatched.

    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 for more details.



    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,
    • they 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 receipt and take pictures if possible. Please also 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.


    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.

    Free Freight Special Promotions

    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 $150 + tax.

    In the case where 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 Purolator 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

    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. 


    All prices are subject to change without notice. In the rare event that a product is listed at an incorrect price due to a website error, Nella will resolve the discrepancy, at our discretion, on all orders placed for the product listed at the incorrect price. This resolution may involve coming to an agreed upon price with the customer or a cancellation of the order, resulting in a full refund.

    Receipt of Incorrect Product

    If you believe you received the incorrect product, please keep the item(s) unused and in the original packaging and reach out to our Customer Solutions team. They will work with you to reship the correct item or offer a refund. We may require a picture of the incorrect product you received and will cover the cost of return shipping for that item.