Shipping

Standard shipping is free on all orders.

Available Nelo inventory is packed and shipped from our warehouse in Mississauga, Ontario, Canada.

Orders are typically processed by the next business day , excluding weekends and holidays. Once your order ships, you'll receive a confirmation email with tracking information.

Delivery estimates begin after your order has been processed and shipped. Delivery times may vary depending on destination, carrier conditions, weather, holidays, customs processing, or other circumstances outside our control.

Pre-Order Items

Pre-order items follow the estimated shipping timeline shown on the applicable product page. Pre-order timelines may differ from our standard delivery estimates.

Can I change or cancel my order?

Orders may be cancelled within 24 hours of purchase . If you need to cancel your order, please contact our support team within this 24-hour window.

After 24 hours, orders can no longer be cancelled or edited, even if they have not yet shipped. Once an order has shipped, it also cannot be cancelled or edited. Eligible items can instead be returned under our return policy below.

Order Tracking

Once your order ships, you'll receive a confirmation email containing your tracking information. Use the tracking link provided in that email to follow your package while it's on the way.

Returns

Most eligible items may be returned for a full refund within 30 days of the purchase date , provided the requirements below are met.

Return Requirements

• Items must be returned unworn, unwashed, undamaged, and unaltered.
• All original Nelo tags must remain attached.
• Items must be returned in their original condition.
• Original shipping packaging is appreciated but is not required. You may use another suitable box or shipping bag.
• We may request photos of an item before approving a return to confirm that it meets our return requirements.

Items That Cannot Be Returned

• Final sale or clearance-marked items.
• Items without their original tags attached.
• Items that have been worn, washed, damaged, altered, or otherwise returned outside their original condition.

How do I start a return?

Log in to your Nelo account using the email address associated with your order.

Go to My Orders , find the order you'd like to return, and select Return items . Choose the item or items you want to return, select your reason, and submit your request.

Once your return request is approved, you'll receive a confirmation email with your return instructions.

If you experience any issues with the self-serve return process, use the support form at the bottom of this page and include your order number.

Do you charge for return shipping?

Standard return shipping is currently free for eligible returns within Canada.

Return shipping policies for U.S. orders may vary. Any applicable return shipping information will be provided when your return request is submitted.

How long does my refund take?

Once your returned item is received and confirmed to meet our return requirements, your refund will be processed to your original payment method within 5–7 business days.

You'll receive an email confirmation once your refund has been processed. Depending on your bank or card provider, it may take additional time for the refund to appear on your statement.

Missing or Lost Package

My package says delivered, but I can't find it.

If tracking shows your package as delivered but you cannot locate it, please allow up to 72 hours before contacting us. Carriers occasionally mark packages as delivered before the package actually arrives.

We also recommend checking:

• With neighbours or other members of your household.
• Your building concierge, reception, or management office.
• Parcel lockers or other secure delivery areas.
• Your tracking information to confirm whether your order was shipped in more than one package.

If your package still hasn't arrived after 72 hours, send our support team a message below with your order number and we'll help investigate.

My order arrived damaged.

If your order arrives damaged or defective, contact us within 48 hours of delivery and include your order number plus details about the package and affected item.

Our team will review the issue and help arrange an appropriate resolution.

I received the wrong item.

If you receive an incorrect item, send our support team your order number, the name of the item you expected to receive, and details about the item that arrived.

Incorrect Shipping Address

Please double-check your shipping address before completing checkout.

Nelo is not responsible for orders delayed or lost because of incorrect shipping information supplied during checkout.

If you notice an error after placing your order, contact us as soon as possible. We'll do our best to update the address before your order ships.