FAQ

How long does delivery take to Canada?

We ship all orders internationally to Canadian addresses and aim to deliver within 7–13 business days. Some orders arrive sooner—you'll receive a tracking link by email once your package has been dispatched so you can follow its progress across borders. If your order hasn't arrived within 13 business days of receiving your dispatch confirmation, please get in touch with us at contact.nextria@gmail.com and we'll look into it straight away.

How do I track my order?

Once your order has been dispatched from our facility, you'll receive an email containing your tracking link. Click that link to follow your parcel in real time from dispatch to delivery in Canada. If you haven't received a tracking email within 3 business days of placing your order, please check your spam folder first—then reach out to us if it's still missing.

Can I change my delivery address after ordering?

We can try—but we need to hear from you quickly! Contact us as soon as possible with your order number and the correct Canadian shipping address. If your order hasn't been processed or dispatched yet, we'll do our best to update it. Once your package has been dispatched and handed over to international carriers, we cannot redirect or modify the shipping address.

What is your returns policy?

If your order arrives damaged, defective, or not as described, contact us within 48 hours of receiving it with a photo of the issue and your order number. We'll arrange a replacement or full refund promptly, in line with your consumer rights. For standard returns, you have 30 days from the delivery date to initiate a return. Please see our full Refund Policy for complete details.

Can I return an item if I change my mind?

Yes! You have 30 days from receiving your order to request a return for any reason. To be eligible, items must be unused, in their original undamaged packaging, and in the exact same condition as received. Return shipping costs and any applicable import duties are the customer's responsibility for change-of-mind returns. Please contact us at contact.nextria@gmail.com first to obtain formal authorization before sending any items back.

How long does a refund take?

Once we've received and inspected your returned item at our facility, we'll notify you of the approval status and process your refund within 10 business days. Refunds are issued in Canadian Dollars (CAD) to your original payment method via Shopify Payments. Depending on your financial institution, it may take additional processing time to appear on your statement.

What if my order arrives damaged?

Please don't worry—you are fully covered. Take a clear photo or video of the damaged item and packaging, then email us at contact.nextria@gmail.com with your order number within 48 hours of receipt. We'll arrange a replacement or full refund as quickly as possible at no extra cost to you.

What payment methods do you accept?

We accept all major credit and debit cards (Visa, Mastercard, American Express), as well as Apple Pay, Google Pay, and Shop Pay for a faster checkout experience. All prices and transactions are processed in Canadian Dollars (CAD). All payments are handled securely—we never store your credit or debit card details.

Is it safe to pay on your site?

Yes, absolutely. Our checkout is powered by Shopify Payments, which uses industry-standard 256-bit SSL encryption and strict PCI DSS Level 1 compliance to safeguard your financial information. You'll see the secure padlock icon in your browser address bar during checkout, ensuring your payment data is encrypted end-to-end.

How do you select the products you sell?

Every product in the Nextria catalogue goes through the same strict filter before we list it:

• Is it genuinely useful?

• Is it built to last?

• Would we trust it ourselves in a real situation?

We review supplier performance, customer feedback, and quality certifications before sourcing anything. Products that don't meet our strict standards simply don't make the cut.

Are your products tested before dispatch?

Yes. Each unit undergoes quality checks at the supplier level before dispatch. For products like the BlazePocket stove, this includes multiple airtight and leak tests per unit. If something slips through and arrives below standard, our 30-day returns and replacement process has you covered.

Are your products safe to use?

Yes, when used strictly as directed. Each product includes usage instructions and relevant safety guidelines. Products involving fire, open flames, or sharp edges—such as the BlazePocket Stove, multi-tools, or Ferro Rod Fire Starters—are intended for adult use only (meeting the age of majority in your Canadian province or territory) and should always be operated outdoors or in well-ventilated spaces. Always read all included safety instructions before first use.

How do I contact Nextria?

The best way to reach us is by email. You'll find our contact details on the Contact page. We're a small team and we read every message — we aim to reply within 24 hours, Monday to Friday. For faster resolution, include your order number in your message if you have one.

I haven't received an order confirmation email — what should I do?

First, check your spam or junk folder — confirmation emails occasionally land there. If it's not there, it's possible there was a typo in your email address at checkout. Email us with your name and approximate order date and we'll look it up for you.

Can I cancel my order?

You can cancel your order before it's been dispatched. Contact us as soon as possible with your order number. Once dispatched, the order can no longer be cancelled — but you can return it under our returns policy once it arrives.