FAQs
Orders and Checkout
Add items to your cart, proceed to checkout, and enter your shipping and payment details. Review your order summary, including taxes and shipping method (if applicable), then submit your order. You will receive an order confirmation by email once the purchase is completed.
Order changes and cancellations are not guaranteed because many orders begin processing quickly. If you need a change, contact support immediately with your order number. If the order has not entered fulfillment or been submitted to the manufacturer, we may be able to update or cancel it. If it has already shipped or been processed, standard return terms may apply.
Yes, financing may be available through Affirm on eligible purchases. If available for your cart, you will see Affirm at checkout. Financing is subject to approval and terms vary based on eligibility.
Nestie accepts major credit cards (Visa, Mastercard, American Express), PayPal, and eligible express checkout options such as Apple Pay and Google Pay when available. For larger orders, Nestie can also support wire transfer, EFT, and pre-authorized debit (PAD) through our team. For more information on payment methods visit our Payment Methods page
Yes. Payments are processed using secure, encrypted systems. Nestie does not store full card details on our servers.Yes. Payments are processed using secure, encrypted systems. Nestie does not store full card details on our servers.Yes. Payments are processed using secure, encrypted systems. Nestie does not store full card details on our servers.
Nestie Inc. is the payment processing company name for purchases made on Nestie.com and our family of retail brands, including Fireplace Junction, Toronto Patio Heater, Outdoor Kitchen Supplies, Grand Lighting, Prime Home Society, and Toronto Air Systems. Depending on your bank, the charge may appear as “Nestie Inc.” rather than the specific store name. If you recently purchased from any of these websites or visited one of our retail stores, this is normal. You can view our retail stores here: https://www.nestie.com/en-ca/our-retail-stores/. If you need help confirming a transaction, contact our support team with the transaction date and amount, and we will help locate the related order or receipt.
Shipping and Delivery
Nestie ships across Canada and may offer additional destinations depending on the product and supplier. Shipping availability is shown at checkout or on the product page when applicable.
Delivery timelines vary by product type and availability. In-stock items typically ship sooner, while special order or made-to-order items have longer lead times. Estimated timelines are provided on product pages and/or at checkout when available.
Freight deliveries are typically curbside delivery. The carrier will schedule a delivery appointment where applicable. You are responsible for ensuring access for a large truck and receiving the delivery. If you require room-of-choice or white-glove delivery, contact us before ordering to confirm availability and pricing.
If local pickup is available for your item and location, it will be presented during checkout or confirmed by our support team. Pickup scheduling and identification requirements will be provided once the order is ready.
Address changes are not guaranteed. Contact support immediately. If the order has not shipped, we may be able to update the address. If it has shipped, changes may require carrier approval and may result in additional fees or delays.
Returns and Refunds
Eligible returns must be requested, approved, and shipped within 14 days of delivery, based on carrier tracking. Read our refund and returns policy for more information.
Yes. All returns require an RMA issued by Nestie. Returns sent without authorization may be refused.
Final sale and clearance items, open-box items, installed or used products, and custom or made-to-order items (where stated) are generally not returnable. Items returned outside the return window or without original packaging and components are also not eligible.
A restocking fee of up to 35% may apply for approved returns not caused by a Nestie error. Restocking fees are common for freight and oversized items due to handling and manufacturer charges.
After an approved return is received and inspected, refunds are typically processed within up to 5 business days. Banks and card issuers may take additional time to post the credit.
Damaged, Defective, or Incorrect Items
Inspect deliveries before signing, especially freight shipments. If there is visible damage, note it on the delivery receipt and take photos before unboxing. Contact Nestie support immediately with photos of the packaging, shipping label, and product. For more information and instructions view our shipping policy.
Contact support with your order number and photos or video showing the issue. We will coordinate replacement parts, exchange, repair, or another resolution based on the product and manufacturer policy. For more information and instructions view our shipping policy.
Notify us immediately with your order number and photos of the product and packaging labels. If verified, Nestie will coordinate the correct shipment and next steps.
Product Information and Compatibility
Most products include a manufacturer warranty. Coverage varies by brand and product category. Warranty terms are typically listed on the product page or available upon request.
Yes. Nestie sources products from authorized manufacturers and official distribution channels.
Yes. If you are unsure about dimensions, clearances, power requirements, finishes, or installation constraints, contact us before ordering. For complex projects, we can help confirm specs and recommend options.
Photography and screens can vary. We aim for accurate images, but finishes may appear different in person. If finish accuracy is critical, contact us about samples or showroom options where available.
Installation and Safety
Installation services may be available depending on the product and location. Contact us with your project details to confirm options and pricing.
No. Installed products are not eligible for return. Please confirm specifications and compatibility before installation.
Many products require professional installation for safety and warranty compliance. Always follow the manufacturer’s installation guide and local building codes. For more information on this topic view our disclaimer.
Pricing, Promotions, and Tax
Nestie pricing reflects curated assortment, warranty-backed products, and service support. If you have a quote for the same item from an authorized seller, contact us and we will review it.
Not always. Some brands or products may be excluded, and codes may not apply to sale items or special orders. Terms are listed with each promotion. For more information on latest deals and promotions view our promotions.
Taxes are calculated at checkout based on your shipping address and applicable provincial rules.
Accounts, Support, and Privacy
You can check out as a guest. Creating an account lets you view order history, save addresses, and track orders more easily.
Once your order ships, you will receive a shipping confirmation email with tracking information. Freight shipments may include scheduling steps from the carrier.
You can reach us by email or phone. If you include your order number and the item name, we can help faster. View contact us page for more information.
Trade and Commercial Orders
Yes. Nestie offers a comprehensive Trade Program for design professionals and project buyers, including trade pricing on eligible products, project support, and quotes/invoicing for larger orders. Apply through our Trade Program page or contact our team to get started.
Yes. These options are available for qualifying large orders and can be arranged through our team. Verification and documentation may be required.
Yes. For larger orders we can issue formal quotes or invoices and support project documentation needs.