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Hi, thanks for visiting our store FAQ. You’ll find basic information for the general questions we receive the most often base on our experiences – you can also refer to our categories / blog for additional information about the products we carry.
If you have additional question(s) that isn’t covered here? Please send us an email at [email protected]
What are your hours?
Our warehouse hours are Monday through Thursday 10:00am to 3:00pm. We’re closed on Fridays, Saturdays and Sundays. Our online store is always open, and any questions can always be sent to us via email at [email protected]. For more information, please refer to our Contact Us page.
Can I pick up an online order at your location?
Absolutely! If you’re interested in picking an online order up, please select “Store Pickup” at checkout. Most orders are ready within 48 hours for pickup and an email will be sent once the order is ready. Please note during certain times of the year store pickup option may not be available due to special events or peek seasons. The pickup option will be at checkout with pickup instruction once it’s available.
Where do you ship from?
We are located in Mississauga, Ontario at 1195 Queensway East. Close to the intersection of Dixie and Queensway.
Can I place an order by phone?
In order to guarantee order accuracy we require all orders to be placed on our secure web store here. We accept all major payment options (Major credit cards, PayPal, Strips) securely. Our site is with SSL.
What is your return process?
Every return we process requires a return authorization number – if you’d like to return or an exchange an item, please contact us HERE with your name, order number, purchase date and the reason for the return or exchange. You can check out the full Return and Exchanges Policy HERE.
What if an item arrives damaged or defective?
In case your order arrives as defective or damaged, it is important that you contact us immediatly! Send us an email at [email protected] within 5 days of receiving your order with your name, order number and clear pictures of the damage – our decicated team will get the issue resolved for you as quickly as possible.
Can I return / exchange an online order at your location?
Certainly! Orders returned in-store do still require a return authorization in advance, so be sure to Send us an email and get confirmed before coming in – this will make sure that everything is organized for smooth customer experience.
All products must have the original components and product packaging to be eligible for a return. We cannot accept returns on products that do not have all the original components and original product packaging.
At what point can I cancel my order?
The order must still be on-site in our warehouse to process an order cancellation. Order cancellation requests will be refunded less the processing transaction fee, this fee is set as 4% of total purchase amount.
Once an order is in transit Nexten cannot cancel the order as it is with the courier. Please note if you choose to have the parcel returned to sender “RTS” you will be refunded less the actual shipping costs (to and from). If your order qualified for free shipping, the actual cost Nexten encountered to ship the parcel will be deducted from your return in addition to the return shipping cost.
Can I return my cookware / bakeware after using it?
We cannot accept returns on cookware or bakeware once they are used. All cookware/bakeware passes through the manufacturer’s quality control and warranty support.
Can I return BBQ/grill or charcoal-related equipment after using it?
We cannot accept returns on BBQ, grill, or charcoal-related equipment once they are used.
Can I return cleaning related products after using it?
We cannot accept returns on cleaning related products once they are used.
Can I return my special / customized order item(s)?
Special order items are final sale and are non-refundable.
Do you ship for free?
Yes, We offer free shipping on orders over $79 to most locations in both Canada and America!
Where can I find my tracking number/ I did not receive a tracking number?
Tracking numbers are automatically sent out to the email address associated with your order once your order ships outs – however, these emails can sometimes be filtered into Junk or Spam folder so please be sure to check thoroughly for them.
If you still can’t find your tracking number, please send us an email at [email protected] with your order number, and we’ll be happy to look it up for you!
Are your packaging materials environmentally safe?
We use eco-friendly recyclable packaging materials only.
Products sold out / order cancellation
Nexten reserves the right to cancel any order including those that are sold out. All orders will be confirmed prior to shipment.
Incorrect address entry on order
Nexten is not responsible for packages delivered to addresses if the address was entered incorrectly, or was incomplete during the checkout process. Always ensure you include your full address during check out including buzzer code, gate code, unit numbers or contact number etc.
Consolidating orders into single shipping box
In order to reduce impacts from the rising shipping costs, our team may open the product box and add in any additional items ordered. We confirm the product is brand new as outlined on the product description page. Our team simply adds any additional small items into the box to consolidate for shipping. This allows our team to continue offering free shipping as per our shipping policy.
Can I get a discount?
Nexten does offer special discount codes and promotions occasionally, so please make sure you subscribe to our regular newsletters HERE.
Incorrect Pricing
As we strive for accuracy, Nexten reserves the right to cancel and refund a purchase, without further notice in the event of incorrect pricing.
Where do I enter the discount code during checkout?
Under the Gift Card or Discount Code portion of the checkout process there will be a space to enter a discount code or gift certificate code and apply it to your order – this part of the process is found after you click the green checkout button from your Your Cart page.
Can discount codes be combined?
No. Only one discount code could be applied for each order each time.
Can I change my payment method after the order has been placed, shipped out/received?
No, as we use the 3rd party payment services like Credit card / Paypal / Strips to handle the process, there is no way to change the payment method once an order has been placed, shipped out or received / delivered.