Shipping & returns Policy
NYLA Fresh Thread primarily uses Canada Post to ship goods to all destinations within Canada and the United States of America.
- We offer FREE SHIPPING for purchases of $35.00 CAD or more*.
- Full shipping costs are calculated by product weight and can be calculated during the checkout process. A regular parcel is estimated to be between $12.00 - $22.00.
- Typically you will receive your items within 5-10 business days with regular post.
- All orders will be fulfilled within a 90-day time frame. Any order not completed
- All items are shipping from our brick & mortar retail store (Located at 206 Commercial Street, Nanaimo, V9R 5G7).
NYLA Fresh Thread happily honours returns in exchange for store credit if a return request is received within 30 days of the item shipping.
- Email us at [email protected], call at (250) 716-3331, or visit in-store to arrange a return.
- Contact us with regards to any warranty issues/defective products. Monetary refunds can be granted in some situations.
- Change of mind is accepted assuming the product is still in brand-new condition, and we are contacted within 30 days of the purchase.
*Clearance items (Classified as 50% off) are not involved in the calculation of free shipping. They are still eligible to receive free shipping if $35.00 CAD is reached in regular or sale-priced items.
**The consumer is responsible for all return shipping costs unless otherwise specified.
For our full shipping & returns policy, please see below.
NYLA Fresh Thread is the operator of https://www.nylafreshthread.com and https://store.nylafreshthread.com. By placing an order through this Website you will be agreeing to the terms below. These are provided to ensure both parties are aware of and agree upon this arrangement to mutually protect and set expectations on our service.
Subject to stock availability. We try to maintain accurate stock counts on our website but from time-to-time there may be a stock discrepancy and we will not be able to fulfill all your items at time of purchase. In this instance, we will fulfill the available products to you, and contact you about whether you would prefer to await restocking of the backordered item or if you would prefer for us to process a refund.
Shipping costs are calculated during checkout based on weight, dimensions and destination of the items in the order. Payment for shipping will be collected with the purchase.
This price will be the final price for shipping cost to the customer.
Any taxes and duty fees associated with the purchase are the consumer's responsibility. This includes any import/export fees that may occur when shipping to the United States.
Transit Time Domestically
In general, domestic shipments are in transit for 2 - 7 days.
Transit time Internationally
Generally, orders shipped internationally are in transit for 4 - 22 days. This varies greatly depending on the courier you have selected. We are able to offer a more specific estimate when you are choosing your courier at checkout.
Change Of Delivery Address
Orders placed before 05 PM - PST (GMT-8) will be dispatched the same day, otherwise, within the next business day.
Our warehouse operates on Wednesday - Sunday during standard business hours, except on national holidays at which time the warehouse will be closed. In these instances, we take steps to ensure shipment delays will be kept to a minimum.
Change Of Delivery Address
For change of delivery address requests, we are able to change the address at any time before the order has been dispatched.
P.O. Box Shipping
NYLA Fresh Thread will ship to P.O. box addresses using postal services only. We are unable to offer couriers services to these locations.
Items Out Of Stock
If an item is out of stock, we will cancel and refund the out-of-stock items and dispatch the rest of the order. You will be notified if this is the case.
Delivery Time Exceeded
If the delivery time has exceeded the forecasted time, please contact us so that we can conduct an investigation. All products have a maximum of 90 days.
Upon dispatch, customers will receive a tracking link from which they will be able to follow the progress of their shipment based on the latest updates made available by the shipping provider.
Parcels Damaged In Transit
If you find a parcel is damaged in-transit, if possible, please reject the parcel from the courier and get in touch with our customer service. If the parcel has been delivered without you being present, please contact customer service with next steps.
Sales tax has already been applied to the price of the goods as displayed on the website
Import Duties & Taxes
For international shipments, import duties & taxes may be required to be paid. NYLA Fresh Thread pre-calculate these costs and display them at checkout and give customers the choice of pre-paying these duties and taxes, or choosing to pay them seperately upon arrival in your destination country. NYLA Fresh Thread encourage customers to pre-pay duties and taxes as pre-paying these will facilitate a faster delivery time as they will be less likely to be subject to delays at customs at their destination country.
If you refuse to to pay duties and taxes upon arrival at your destination country, the goods will be returned to NYLA Fresh Thread at the customers expense, and the customer will receive a refund for the value of goods paid, minus the cost of the return shipping. The cost of the initial shipping will not be refunded.
If you change your mind before you have received your order, we are able to accept cancellations at any time before the order has been dispatched. If an order has already been dispatched, please refer to our refund policy.
Parcels are insured for loss and damage up to the value as stated by the courier.
Process for parcel damaged in-transit
We will process a refund or replacement as soon as the courier has completed their investigation into the claim.
Process for parcel lost in-transit
We will process a refund or replacement as soon as the courier has conducted an investigation and deemed the parcel lost.
For all customer service enquiries, please email us at [email protected]
Our policy lasts 30 days. If 30 days have gone by since your purchase, unfortunately, we can’t offer you an exchange or store credit. No monetary refunds will be given after a sale has been finalized.
To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging.
Several types of goods are exempt from being returned. Perishable goods such as food, flowers, newspapers or magazines cannot be returned. We also do not accept products that are intimate or sanitary goods, hazardous materials, or flammable liquids or gases.
Additional non-returnable items:
* Gift cards
* Downloadable software products
* Some health and personal care items
NYLA Fresh Thread withholds the right to classify items and determine the return criteria for each individual item. Items that are classified as exempt will not be honoured if returned to us.
To complete your return, we require a receipt or proof of purchase.
Please do not send your purchase back to the manufacturer.
There are certain situations where only partial store credits may be granted: (if applicable)
* Items with obvious signs of use
* Products that have been opened.
* Any item not in its original condition, is damaged or missing parts for reasons not due to our error.
* Any item that is returned more than 30 days after delivery
NYLA Fresh Thread will happily honor any valid warranty claims, provided a claim is submitted within 90 days of receipt of items.
Customers will be required to pre-pay the return shipping, however we will reimburse you upon successful warranty claim.
Upon return receipt of items for warranty claim, you can expect NYLA Fresh Thread to process your warranty claim within 7 days.
Once warranty claim is confirmed, you will receive the choice of:
(a) refund to your payment method
(b) a refund in store credit
(c) a replacement item sent to you (if stock is available)
Return Due To Change Of Mind
NYLA Fresh Thread will happily accept returns due to change of mind as long as a request to return is received by us within 30 days of receipt of item and are returned to us in original packaging, unused and in resellable condition.
Return shipping will be paid at the customers expense and will be required to arrange their own shipping. Once returns are received and accepted, refunds will be processed to store credit for a future purchase. We will notify you once this has been completed through email.
(NYLA Fresh Thread) will refund the value of the goods returned but will NOT refund the value of any shipping paid.
Store Credits (if applicable)
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your store credit. If you are approved, then your store credit will be processed, and a credit will automatically be applied to your account or original method of payment (In the case a monetary refund is granted), within 30 days.
Late or missing returns - Store Credit (if applicable)
If you haven’t received a store credit yet, first check your NYLA account account again. It may take some time before your store credit is officially posted. If you wish to utilize your store credit immediately, please contact us at [email protected]
Late or missing returns - Monetary Refund (if applicable)
If you haven’t received a refund yet, first check your bank account again.
Then contact your credit card company, it may take some time before your refund is officially posted. Next contact your bank. There is often some processing time before a refund is posted.
If you’ve done all of this and you still have not received your refund yet, please contact us at [email protected]
Sale items (if applicable)
Only regular priced items may be returned, unfortunately, sale items cannot be returned.
Exchanges (if applicable)
We only replace items if they are defective or damaged. If you need to exchange it for the same item, send us an email at [email protected] and send your item to: 206 Commercial Street, Nanaimo, BC, V9R 5G7, Canada.
If the item was marked as a gift when purchased and shipped directly to you, you’ll receive a gift credit for the value of your return. Once the returned item is received, a gift certificate will be mailed to you.
If the item wasn’t marked as a gift when purchased, or the gift giver had the order shipped to themselves to give to you later, we will send a refund to the gift giver and he will find out about your return.
To return your product, you should mail your product to: 206 Commercial Street, Nanaimo, BC, V9R 5G7, Canada.
You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund or store credit, the cost of return shipping will be deducted from your refund or store credit.
Depending on where you live, the time it may take for your exchanged product to reach you, may vary.
If you are shipping an item over $75, you should consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.