Policies

Our goal is to make your experience easy and worry-free. Here's what to know about our shipping, returns, and warranty policies.

SHIPPING

Customers are responsible for verifying the accuracy of all orders prior to processing. Most products ship unassembled in component form unless noted otherwise. Stock items typically ship within 1-2 business days. Standard shipping rates apply to the lower 48 states only. Please contact us directly when shipping to Hawaii, Alaska, or minor outlying countries. Our team uses specialized software to compare rates from all available carriers, ensuring you receive the most economical shipping option for your order. Shipping rates are calculated based on weight, dimensions, distance, and freight class. We are unable to ship to PO boxes. The following services are available for an additional fee and are not included in standard rates:

Liftgate Delivery - For locations without a loading dock or forklift.
Expedited Shipping - Faster delivery options when you need it sooner.
Customer Carrier - Use your preferred carrier for delivery.
Call Prior to Delivery - Your driver will contact you 24 hours before arriving.
Residential Delivery - Delivery to homes rather than commercial addresses.
Inside Delivery - Delivered directly to the threshold.

DAMAGED OR MISSING ITEMS

Any damaged or missing items must be reported to Nexel Shelving USA within five days upon delivery (day one is the delivery date, including weekends and holidays). Visible damage to exterior cartons - torn, crushed, punctured, or wet - must also be reported to the carrier at the time of delivery. A claim will be filed with the carrier for damages incurred during transit. Please do not return or refuse any damaged items. Once the exterior cartons are inspected, please inspect all products, hardware, and inventory count. Photos of damaged or missing items must be provided. Upon verification, a no-cost replacement order will be issued.

RETURNS

Not satisfied or changed your mind? Contact us within 30 days of delivery at info@nexelshelvingusa.com. Refunds may be arranged (excluding freight charges) pending inspection of returned items. Returned products must be in original packaging, unused, and in resellable condition, with freight prepaid. Returns are subject to a 25% restocking fee. An 8% credit card processing fee may be deducted to cover the initial and refund transactions. Nexel Shelving USA reserves the right to refuse credit on returned items that are damaged, used, or not in resellable condition. Shipping and handling fees are non-refundable for returns. The following items are non-returnable and non-cancellable:

Custom products
Discontinued products
Special orders

LIMITED WARRANTY

Nexel Shelving USA warrants to you, the original purchaser and end user (“you” or “your”), that the products you purchased from Nexel Shelving USA will be free from defects in materials and workmanship under normal use, consistent with the accompanying documentation, for a period of one (1) year from the date of purchase.

In addition, certain products may include extended limited warranties specific to their finishes.

If a product is found to be defective, Nexel Shelving USA will, at its option:

Repair or replace the Product (with either a current or prior revision), or
If repair or replacement is not reasonable in Nexel Shelving USA's sole judgment, retain the non-conforming product and issue a refund for the amount paid.

Products must be returned to Nexel Shelving USA at your risk and expense. Any replacement product provided under this warranty will be covered for the remainder of the original warranty period.

The foregoing constitues the sole liability of Nexel Shelving USA and your exclusive remedy for any breach of warranty. If you do not agree to the terms of this Limited Warranty, you must return the products unused and in their original packaging within three (3) days of purchase for a full refund of the purchase price.

WARRANTY EXCLUSIONS AND LIMITATION OF LIABILITY

This Limited Warranty does not cover defects or damages resulting from the following:

Acts of God, casualty, accident, misuse, abuse, overloading, neglect, alterations, modifications, or service/repair performed by anyone other than Nexel Shelving USA or its authorized service providers (including you).
Exceeding the recommended load capacity.
Failure to distibute loads evenly across shelves.
Use of abrasive materials, stiff brushes, or scrapers for cleaning.
Cleaning with harsh or non-mild detergents.
Physical damage that ruptures the coating.
Sustained exposure to corrosive substances or vapors.
Use of products outside the recommended temperature range, or improper assembly, installation, de-installation, operation, maintenance, or connections with peripherals.
Removal, modification, or defacement of the warranty sticker.
Normal wear and tear.
Damage to or loss of repaired or replaced Products during shipping by Nexel Shelving USA, except where caused by inadequate packaging by Nexel Shelving USA.
Products purchased outside the United States.

To be covered under this Limited Warranty the Products must be (i) cleaned with mild detergents only and (ii) used continuously within a temperature range of -20ºF to +120ºF (-29ºC to +49ºC).

Under no circumstances will Nexel Shelving USA be liable for any loss of use, interruption of business, or any indirect, special, incidental, punitive, or consequential damages of any kind (including lost profits) regardless of the form of action whether in contract, tort (including negligence), strict product liability or otherwise, even if Nexel Shelving USA has been advised of the possibility of such damages.

In no event shall the total liability of Nexel Shelving USA hereunder exceed the greater of fifty dollars ($50.00) or the actual amount you paid for the Product giving rise to such liability, regardless of the cause of action, in contract, tort, strict liability or otherwise.

Some jurisdictions do not allow the exclusion or limitation of incidental or consequential damages, so the above limitations may not apply to you.

PROCEDURE FOR WARRANTY SERVICE

Before returning any Product, you must first contact Nexel Shelving USA at info@nexelshelvingusa.com to confirm warranty coverage. If the Product is determined to be covered, Nexel Shelving USA will issue a Return Materials Authorization (RMA) along with shipping instructions.

When returning a product, you must include:

The issued RMA;
A copy of the original receipt showing the purchase date; and
A detailed written description of the Product issue(s).

You are responsible for all shipping charges incurred when sending a Product back for exchange or repair. Nexel Shelving USA will cover the cost of return shipping for repaired or replaced Products to addresses within the United States only. Return shipping to addresses outside the United States is your responsibility. If Nexel Shelving USA determines that a Product is not covered by this Limited Warranty, you will be responsible for all parts, labor, and return shipping costs.