Shipping policy
Last Updated: June 2026
At NELO, we are committed to delivering your order as quickly and efficiently as possible. Please review our shipping policy below for information regarding processing times, delivery estimates, and shipping procedures within Canada.
Shipping Locations
NELO currently ships to all provinces and territories across Canada.
At this time, we do not offer international shipping. We plan to expand to additional countries in the future.
Order Processing
All orders are processed within 1–3 business days after payment has been successfully received.
Orders are processed Monday through Friday, excluding weekends and Canadian public holidays.
During peak periods, product launches, promotions, or holidays, processing times may be slightly longer.
Shipping Rates
Shipping rates are calculated at checkout based on your location and selected shipping method.
Free Shipping
- Free standard shipping on orders over $100 CAD (before taxes and discounts) within Canada.
Standard Shipping
- Rates are calculated automatically at checkout based on destination and order size.
Estimated Delivery Times
| Region | Estimated Delivery Time |
|---|---|
| Ontario | 2–5 Business Days |
| Quebec | 3–6 Business Days |
| Western Canada | 4–8 Business Days |
| Atlantic Canada | 4–8 Business Days |
| Northern Territories | 7–14 Business Days |
Please note that these delivery estimates are not guaranteed and may vary due to weather conditions, carrier delays, or high shipping volumes.
Order Tracking
Once your order has shipped, you will receive a shipping confirmation email containing a tracking number.
Tracking information may take up to 24 hours to become active after shipment.
Incorrect Shipping Information
Customers are responsible for ensuring all shipping information is accurate at checkout.
NELO is not responsible for delays, lost packages, or additional shipping fees resulting from incorrect or incomplete addresses provided by the customer.
If you notice an error in your shipping information, please contact us immediately at support@nelowear.com
Lost or Delayed Packages
Once an order has been handed over to the shipping carrier, delivery timelines are controlled by the carrier.
If your package appears delayed or lost, please contact us and we will do our best to assist in locating your shipment.
NELO is not responsible for carrier-related delays caused by weather, customs, labor disruptions, or other circumstances beyond our control.
Damaged Packages
If your package arrives damaged:
- Take photos of the package and product immediately.
- Contact our support team within 48 hours of delivery.
- Include your order number and photos when submitting your claim.
We will review the issue and work toward a suitable resolution.
Pre-Order Items
If your order contains a pre-order item, the estimated shipping date will be displayed on the product page. Orders containing both in-stock and pre-order items may be shipped together once all items are available.
Changes or Cancellations
We begin processing orders quickly to ensure fast delivery.
If you need to modify or cancel an order, please contact us as soon as possible. While we will do our best to accommodate your request, we cannot guarantee changes once an order has entered processing.
Contact Us
If you have any questions regarding shipping, please contact us:
NELO Customer Support
Email: support@nelowear.com
Thank you for shopping with NELO. We appreciate your support and look forward to delivering your order.
