Fishing boat and yachts sailing in front of mountains within the Nanaimo harbour

Shipping & Returns

Shipping

All items visible online will be shipped directly from our Nanaimo brick & mortar retail location (where they are currently stocked). We currently ship with Canada Post to over 35 different countries, including anywhere in Canada or the USA. Please see your location below for more information with regards to cost and time frames.

Canada

FREE EXPEDITED SHIPPING ALL ORDERS OVER $99 CAD.

Free shipping offer automatically applied at checkout when the order total (*before tax) reaches a minimum of $99.00 CAD. Expedited shipping with Canada Post (Estimated 5-10 business days).

Valid for any destination in Canada. All products and quantities included.

FLAT RATE (EXPEDITED): $15.95 CAD. Estimated 5 - 10 business days with Canada Post.

EXPRESS: Estimated 2-3 Business Days. See price at checkout (*Only available certain orders).

United States

FREE EXPEDITED SHIPPING ALL ORDERS OVER $99 USD.

Free shipping offer automatically applied at checkout when the order total (*before tax) reaches a minimum of $99.00 USD. Expedited shipping with Canada Post (Estimated 5-10 business days).

Valid for any destination in Canada. All products and quantities included.

FLAT RATE (EXPEDITED): $15.95 USD. Estimated 5 - 10 business days with Canada Post.

EXPRESS: Estimated 2-5 Business Days. See price at checkout (*Only available certain orders).

*Note: For US orders, custom fees may apply in rare scenarios at the discretion of the US border patrol. These fees are the responsibility of the customer (It is highly unlikely any items from our store will have any fees or be stopped at the border).

International

We currently offer standard flat rate shipping to over 35 worldwide countries. See if your country is included during the checkout process.

FLAT RATE INTERNATIONAL (UNTRACKED): $52.95 CAD. Estimated 7 - 28 business days with Canada Post.

FLAT RATE INTERNATIONAL (TRACKED): $67.95 CAD. Estimated 7 - 28 business days with Canada Post.

*Note: For international orders, custom fees may apply in rare scenarios at the discretion of the your countries border regulations. These fees, if any are applicable, are the responsibility of the customer.

Fulfillment

All items available for purchase online are currently stocked at our Downtown Nanaimo brick & mortar location (where they are also available for purchase). As such, the time taken to receive your order will vary based on your distance from our store (example: customers in British Columbia will likely receive their orders sooner than customer in Ontario).

We try our best to fulfill all orders within a 48 hour time period. Our Postal drops are usually scheduled on Mondays, Wednesdays, and Fridays.

Tracking Numbers

For most orders, a tracking number is created. If you do not automatically receive your tracking number (or have questions about the time frame of your order), please reach out to our team.

Please note that tracking numbers are a courtesy and not a requirement for the order.

Disclaimer

Shipping time frames are estimates only. We almost always ship our items expedited to give them the best chance at arriving sooner. However, we do not control the postal service and cannot predict if unforeseen delays will occur (such as weather events, items held at post offices, item returned to sender, etc.).

We will always send the item to the address you provide when completing the checkout process (unless otherwise contacted). If you fail to pick up the item, or the address provided was incorrect, you will not be eligible for any forms of compensation.

If Canada Post decides to no longer ship to your location, unfortunately that means we also cannot ship to your location. In these rare scenarios (usually related to extreme weather events), we will contact you to discuss refunds and order cancellation options.

Local Pick-Up

Pick-up will always be free at our brick & mortar retail location in Downtown Nanaimo. Simply select 'local pick-up' at checkout and come collect your items at your convenience!

Location

206 Commercial Street, Nanaimo, BC, V9R 5G7, Canada.

Store Opening Hours

Sunday - Tuesday: 10:00am to 5:00pm PST

Wednesday - Saturday: 10:00am to 6:00pm PST

Order Confirmation

After completing the checkout process for your order, you will receive an email confirmation. Simply bring this email to our store to collection your items!

We will hold onto your items as long as needed. There is also no need to wait for another confirmation if you would like to pick your items up on the same day as you ordered.

Returns

Due to store closure, change of mind returns for purchases made after November 18th, 2024 are no longer available. All sales are final.

Refunds

Currently, we are unable to offer monetary refunds for any change of mind or wrong size returns (gift card with equivalent monetary value will be issued). Please see below for situations where you may be eligible to recieve a monetary refund.

Incorrect Product Received

In the rare scenario you receive a product different from the one you ordered/were expected, you will be offered a full monetary refund upon the return of the item (at the stores own expense). You may also choose a different option, such as receiving alternative products or the correct item (if available) instead of the monetary refund.

Damaged Item Received

In the rare scenario you receive a product that is already damaged (not a warranty issue), you will be offered a full monetary refund upon the return of the item (at the stores own expense). You may also choose a different option, such as receiving alternative products or the correct item (if available) instead of the monetary refund.

Out of Stock Item

If the item you ordered is out of stock or unable to be fulfilled, you can choose to recieve a full monetary refund for that item (or another solution offered by our staff - such as alternative products).

Order Unable To Be Fulfilled

If we cannot fulfill your order (for whatever reason), we will notify you. In this scenario you will be eligible to recieve a full monetary refund for the unfilled items. You may also have the option to accept an alternative solution offered by our staff instead of the monetary refund.

Order Cancellation

If you contact us before the order has been fulfilled, we may be able to cancel your order and provide a full monetary refund (or a partial refund if you only want to cancel certain items).

In this scenario, a montetary refund will only be an option if the order shipping label has yet to be created (after it is created - usually within 24 hours of the order being placed, the return will be classified as a change of mind return and not eligible for monetary compensation - see above).

If you wish to cancel your order before it is shipped, it is best to contact as soon as possible during our opening hours (phone is always best in this situation).

Phone: +1 250 716 3331

Email: contact@nylafreshthread.com

At NYLA Fresh Thread, we do everything we can to try and satisfy the needs and wants of our customers. This includes offering free shipping for qualifying orders, free local pick-up, and change of mind returns.

*Due to store closure, change of mind returns for purchases made after November 18th, 2024 are no longer available. All sales are final.

However, we do recognise that we, as a small business, have limitations and financial barriers that impact our policies. This means that we may not be able to offer as relaxed or flexible policies as you may expect when shopping at the big box stores (Walmart, Costco, Hudson's Bay, etc.). Hopefully the quality of our products, our service, and the knowledge that almost every dollar spent at our store will go back into local communities, will help make up for any shortcoming we may have.

Please feel free to contact us with regards to any questions or concerns you may have. Our team is always happy to help and to find solutions. You may also find some of the following links useful if you're still seeking more information:

Thank you again for choosing to support our locally owned & operated business. We hope you have a wonderful day in paradise!