Shipping & Returns
We like to keep our shipping & returns terms simple and sweet for all of our customers.
All orders over $50.00 (tax incl.) will receive a free shipping discount to anywhere in Canada or the USA, unless otherwise stated on the individual product page.
Shipping Time Estimate:
5-10 Business Days. Our orders are all processed through the Canada Post near our Nanaimo Store. Locations within BC will likely receive their items slightly quicker than orders on the east coast or in the United States.
Shipping Cost Estimate:
For orders under $50.00 (or in the rare case that an item doesn't qualify for free shipping), shipping is calculated by weight and is typically between $12.00 and $22.00. The exact cost will be calculated during the checkout process.
If you are around Nanaimo and are able to stop by, ordering online and picking up at our downtown location is an option. In-store pick-up will always be free! Our address is 206 Commercial Street, Nanaimo, BC, V9R 5G7.
Order Fulfillment Time:
We try our best to fulfil and ship orders as quickly as they come in. Your items will usually ship within 1-3 business days of placing the order.
All of our stock listed online is currently at our Nanaimo brick & mortar location. We do not drop-ship any items. If a stock error (i.e. a photo/product mismatch) does occur, we will contact you as soon as possible.
We accept all product returns including change of mind returns and items that don’t fit, assuming the items are still in brand new condition. As a small business, we can only offer store credit for returns at this time.
For hygiene reasons, socks and underwear cannot be returned or exchanged.
If your order cannot be fulfilled by the NYLA Fresh Thread team, you will be eligible for a money refund as opposed to a store credit. We will contact you as soon as we can regarding any fulfilment issues.
Entering the incorrect postal address does not qualify for a monetary refund. If you realize your address has been entered wrong, please contact us immediately!
Many of our products come with warranties via their manufacturer. Feel free to contact our team for more information on any specific item.
How to start a return/refund/warranty process:
The easiest way to start a return/refund/warranty process is to contact our friendly team at [email protected] or call the store at (250) 716-3331.
As a general guide, it's best to contact us within 30 days of receiving your order to initiate a return/refund/warranty process (that is our legally defined time limit). However, we are generally very flexible with the time frame assuming the product is still in a brand-new condition.