FAQ'S

A: Yes. We only display in-stock items on our website and with inventory quantities listed. You can place an order through the webstore and select “Pay and Pick-Up in Store” at checkout and we will send you an email when your order is ready for pick up (orders must be picked up within 30 days). Or you can call us at 403-204-0205 and we will put the product(s) on hold for you, this does not remove the stock from our inventory system and it may sell online before you arrive.

A: By creating an account, you will be able to move through the checkout process faster, store multiple shipping addresses, access your order history, track new orders, and save items to your Wish List right in your account.

A: If your order has not been shipped and the order status is “Awaiting Fulfillment”, you can change or switch items by contacting us by email: fred@thenextlevelinc.ca or phone: 403-204-0205.

A: If you need to cancel your order and the order status is “Awaiting Fulfillment” please contact us as soon as possible by email: fred@thenextlevelinc.ca or phone: 403-204-0205 so we can process your request prior to shipping.

We are unable to cancel web orders that have been shipped and picked up by Canada Post. If your order has already been shipped at the time of the cancellation request, please follow the Return & Exchanges procedure. You will be responsible for any shipping and restocking fees.

A: Sometimes emails get filtered into different folders depending on your email service. Try checking your Promotions folder, or your Junk/SPAM folder. You can also try adding fred@thenextlevelinc.ca to your address book, or your list of approved email addresses. Occasionally some of our emails are blocked by certain email providers. Also, double check you provided us with the correct email address by contacting us by email: fred@thenextlevelinc.ca or phone: 403-204-0205 and we can send you a copy.

A: You should receive a tracking number in your email once your order status has been changed to “Shipped”. Sometimes emails get filtered into different folders depending on your email service. Try checking your Promotions folder, or your Junk/SPAM folder. You can also try adding fred@thenextlevelinc.ca to your address book, or your list of approved email addresses. Occasionally some of our emails are blocked by certain email providers. Also, double check you provided us with the correct email address by contacting us by email: fred@thenextlevelinc.ca or phone: 403-204-0205 and we can send you your tracking details.

A: We do our best to prepare and protect any fragile items during shipping - especially glass. If any item(s) in your order are damaged upon arrival Do not use the damaged item or try to fix it. Please email as soon as possible us at fred@thenextlevelinc.ca including:
1. Order number
2. Description of the wrong product(s) and include details of missing items.
3. Clear photos or video of the product(s) (close up and entire shot) within 24 hours of delivery. We will contact you to resolve the issue.

A: If you are looking for a product and you’re not finding it, it may be out of stock as our webstore only displays in-stock items. We encourage you to contact us to be added to our Special Order List. Please email fred@thenextlevelinc.ca or call 403-204-0205.

A: If we are running low on a particular item we encourage you to contact us to be added to our Special Order List when we get more instock. Please email fred@thenextlevelinc.ca or call 403-204-0205

A: If you are unsatisfied with any product(s) from The Next Level, please see our Returns & Exchanges instructions

A: We offer free same-day delivery within the city of Calgary when you place an order of $40.00 or more.

We have two predetermined delivery times per day Monday - Friday 2:00 PM and after 8:00 PM.

Saturday and Sunday deliveries are completed after store closing. Sat after 8:00PM Sun after 6:00PM.

The driver will text the number you have provided with an ETA.

If you have special delivery instructions, please add them to your order notes or respond to the driver directly. Deliveries to Apartments and/or Condos must be able to buzz the driver in and/or meet at the lobby.

To qualify for free same-day delivery your order must be placed by:

• 2:00 PM - For Afternoon Delivery Monday to Friday.
• 6:00 PM - For Evening Delivery Monday to Friday. 
• 6:00 PM - Saturday & Sunday
• Excluding statutory holidays

A: Yes and no. If you have a Canada Post or USPS PO Box, we can ship to you. We can not ship any order to a private and/or rented PO Box address.

A: 99% of orders ship complete as ordered the same day the order is received. We ship Monday - Friday. All orders placed by 5:00 PM MST are shipped out the same day. Orders placed after 5:00 PM MST ship the next business day. We do not ship during weekends and statutory holidays.

A: Delivery dates are only estimates. It usually takes 1-8 business days after shipping.

Estimated business days for speed of service do not apply to:

• Deliveries to The Northwest Territories, Nunavut, Yukon, PO boxes and rural areas.
• Deliveries made during statutory holidays
• Items that must be sent by ground-shipping: hazardous, flammable and oversize items as noted in the product information.
• Calgary & Surrounding Areas: 1-2 business days
• Western Canada: 2-6 business days
• Eastern Canada: 4-8 business days

A: We can only change the shipping information during the processing period. If your order has not been shipped and the order status is “Awaiting Fulfillment”, you can change the shipping details by contacting us as soon as possible by email: fred@thenextlevelinc.ca or phone: 403-204-0205. If an order has been shipped, we can’t change the shipping information.

A: If your order has not been shipped and the order status is “Awaiting Fulfillment”, you can change the shipping details by contacting us as soon as possible by email: fred@thenextlevelinc.ca or phone: 403-204-0205. If an order has been shipped, we can’t change the shipping information, nor can we retrieve the package. We need to wait for it to be returned to us by the carrier. All shipping costs associated are your responsibility.

A: We currently ship orders by Canada Post, UPS, Purolator and FedEx.

A: You will receive an email with tracking information after we dispatch the order. This email will include your tracking number and where you can check the status of your package.

A: All orders shipped through a trackable service will receive a tracking number once it has been processed for shipping. Your tracking number will be sent to the email provided which you can use to track your package.

A: Track your package with the shipping carrier you selected using the links below.

• Track your package with Canada Post here.
• Track your package with UPS here
• Track your package with Purolator here.
• Track your package with FedEx here.

A: If you receive your shipping notification email and your tracking number is not working right away, it is because your parcel has not been picked up by the carrier yet. If the tracking number continues to be unrecognized by the carriers tracking service after 2 business days, please contact fred@thenextlevelinc.ca for additional assistance.

A: For exact shipping cost, add the product(s) to your cart and proceed to check out. The system will calculate the total cost of shipping for your order. Canadian orders with a subtotal value over $100 will receive free shipping. Outside of Canada orders with a subtotal value over $125 will receive free shipping.

A: Yes. We offer free shipping Canada-Wide on all regular priced orders with a subtotal value over $100. And free shipping outside of Canada on all regular priced orders with a subtotal value over $100.

Free shipping is not applicable on certain items. It also excludes heavy, oversized products (examples include: Stunden Glass, Presses, Large heady glass art etc.

Q: What about discounted shipping?

A: We offer discounted shipping. We send out discount codes to our Level Coin subscribers. 

A: Shipping rates are based on final package dimensions and weight. While we try to ensure an accurate quote at the time of purchase, we reserve the right to adjust the final total based on the rate we are quoted by the carrier. This may result in additional fees for you.

A: We can ship oversized packages to remote locations. We will cover the first $28.00 of any order that qualifies for Free Shipping. Any amount over the $28.00 coverage, becomes your responsibility and this may change the total of your order.

A: Yes. Keep in mind, you are responsible for any customs clearance and duties, if applicable. The Next Level is not responsible for items not eligible to import to your state. We will not be responsible for any items that don't comply with customs policies. We will not offer a refund for rejected items unless they are returned to our address. Any loss/damage on items destroyed by customs will be your responsibility. Please check with your state’s importing regulations before placing orders.

A: Our store supports both Canadian (CAD) and American (USD) currencies. Our website auto selects the currency based on your location. Or, you can choose your preferred currency during the shopping experience.

A:

• Online:
• VISA
• MasterCard
• American Express
• Sezzle
• Interac E-Transfer

• In-Store:
• Cash
• Debit
• VISA
• MasterCard
• American Express
• Interac E-Transfer

We do not accept credit card payments over the phone for both in-store and online purchases.

A: Yes. Send your E-Transfer to fred@thenextlevelinc.ca. If you are prompted to enter a password, please use your order number.

A: Yes. We accept Interac E-Transfer or you can select “Pick-up and Pay in store” if you live in Calgary and area.

A: Please check with your bank to see if your card:

• Is eligible for online purchase
• Has enough funds
• Is activated for purchase (prepaid gift card only)
• Allows international purchases (Outside Canada Only)

A: Your statement will display the name “The Next Level”. We hope this helps to put your mind at ease.

A: 3D Secure (3DS) is an authentication method that provides an additional layer of authentication for credit card transactions, protecting against fraudulent actors. 3DS asks you to verify your identity with your card issuer during payment. In most scenarios, you will be directed to a verification page on your bank’s site where you type in a password linked to the card or a code sent to your phone. You might recognize this verification method through your card issuer networks’ brand names, such as Visa Secure and Mastercard Identity Check.

A:

• You Initiate a purchase through TheNextLevel.ca and enter your payment details.
• TheNextLevel.ca will check if 3D Secure has been enabled.
• If enabled, you will get redirected to your debit or credit card provider’s 3D Secure site.
• The 3D Secure site will request your online banking passcode, a one-time authentication code, a security question, or bio-metric to verify your identity.
• Once you enter your authentication information, your card provider will verify details.
• If verified, the payment will be authorized.
• And, you will be directed back to the checkout page on www.TheNextLevel.ca

A: If a product has low inventory you will not be able to add larger quantities to your shopping cart. A notice will appear: “We don't have enough PRODUCT X stock on hand for the quantity you selected. Please try again.”

A: We usually restock the product as soon as possible. However some product(s) may not be back in stock due to its limited availability. We encourage you to contact us for additional assistance and/or to be added to our Special Order List. Please email fred@thenextlevelinc.ca or call 403-204-0205.

A: For the most part. We endeavor to source the most accurate product images possible. Due to photo studio lighting and device screen resolutions, color may appear different than what is pictured online. Also most glass products are hand blown, there can be minor variance on shape, color, pattern, and size.

Read item descriptions and don't only rely on photographs. Often we use images that provide additional information about the usage or available accessories. There are several products for which the image shown contains more than you will actually receive if you choose to order the item.

A: Check out our blog to find out How to Measure a Downstem. Then shop our replacement stems for the right size for your piece.

A: Yes. Most glass on glass fittings come in 3 standard sizes: 10mm, 14mm and 18/19mm and 2 standard types: Female and Male (innies and outies, like a belly button). Once you know your joint size and type check out our selection of replacement bowls here.

A: Most vaporizers have limited warranties. Please check with the manufacturer directly to see if your product meets the required coverage and time period. If you need a receipt and have a client account, we can help provide a copy for you.

A: Our team is adding new products everyday and our inventory is live. This means if you see it online we have it in-store. The more often you visit, your chances to see new products first increases.

A: Yes. We try our best, but with new items arriving weekly sometimes we play a bit of catch up when getting items photographed and online. With over 20,000 products in our inventory, many of which are one-of-a-kind or only available for a short period of time. We think it’s pretty darn good, and pretty accurate for the most part.

A: Our product quality control measures ensure you receive the highest quality product available. We know there are countless options available to you when shopping for accessories, but choosing to shop with The Next Level ensures you receive the best value. We don’t sell “Gas Station Glass” for a reason, we prefer to sell products you really want while enjoying the lifestyle and culture.

A: You can request a price match at the time of purchase of an item. The Next Level reserves the right to refuse a price match at the discretion of either the Manager on Duty or the Customer Service Specialist at the time of the request.

The price match must meet the following requirements to be considered:

• The item must be new, available and in-stock in the same brand, model or style, year, colour and size. Therefore there can be no variance between the product you are looking to purchase from The Next Level and the product a third party company is offering at a lower price.
• The item must be in stock at both www.TheNextLevel.ca as well as the competitors website at the time the price match request is reviewed in order to be considered valid. Requests may take up to 2 business days to be reviewed and processed.
• The item must be available for purchase in Canada at a brick and mortar retail location and the retail price must be shown in CAD. All additional charges must be taken into consideration at the time of the request (including, but not limited to: shipping, handling, processing or environmental fees).
• The Next Level is unable to price match marketplace vendors outside of Canada as well as items sold by a third party or by an unauthorized dealer.
• Price Matching encompasses existing sales and clearance prices but cannot be combined with final sale items.
• Further exclusions from price match requests include additional or subsequent discounts, such as limited time offers like grand openings, flash sales, or liquidation sales. Prices that have been altered due to errors or misprints are also ineligible for price matches.
• A price match will be accepted or refused at the discretion of the Manager on Duty or the Customer Service Specialist at the time of the request and is subject to change without notice.
• Submit a price match request through our contact page here to provide details on your request. Please include a link or additional details for the third party company offering a lower price.

Please Note: Price matches are valid for 24 hours if approved

A: Monday - Friday: 9:00ish AM - 8:00 PM
Saturday: 11:00ish AM - 8:00 PM
Sunday: 12:00ish PM - 6:00 PM
Closed Statutory Holidays
All special closures will be updated on Google Business Page

A: If you forgot your account login password, simply click the “Forgot your password?” link next to the Sign In button. Check your spam folder if you do not receive the password reset notification right away.

A: This may be a result of shipping and restocking fees. There is a fee associated with shipping to you and a fee associated for shipping back to us. If you refuse a package, any refund will have those two (2) shipping charges deducted even if you received “Free Shipping”. A 20% restocking fee is applied to all item(s) returned in unopened/unused original packaging.

A: As a small business, we are conscious of our impact on the environment. We have always looked for ways to reduce our environmental footprint and reuse as much packaging and shipping material as possible. This means your items may arrive in a box that doesn’t exactly match what’s inside. We also strive to ensure there are no distinct markings on the outside of our packaging that would give rise to theft of the items contained within.

A: We do not offer coupon/discount stacking. For example: During a sale event when we are offering you a percentage off regular priced items. We cannot also give you free shipping. As a small business we are unable to give away profits. If we did this on a continuous basis we wouldn’t be in business for much longer.

A: In almost all circumstances our online pricing and availability are an accurate representation of what you will find in-store if you visit. While we make every reasonable effort to have accurate pricing, mistakes are not impossible, we reserve the right to change prices without notice.

A: Generally, we follow a minimum age of 18. We specialize in the sale of high quality lifestyle accessories. Providing over 20,000 *legal products in our inventory that can be used to consume legal herbs while enjoying a positive experience.

A: Yes, there is one accessible spot on the far side on the neighbouring restaurant's patio. Unfortunately the sidewalk is very narrow so be careful. We recommend using the West door to enter as it opens out and provides an easier entry point. If you need help getting in, please call us 403-204-0205 or knock on the window. We are always happy to help.

A: Certain products are excluded from our sales and from receiving further discounts, including: Detox and Masking Agents, Self Testing products, Scales, and Stunden Glass Infusers. We also do not offer discounts on Butane, Clearly Gold Presses, Whip It Chargers & Cylinders, or Glass & Metal Screens, Baggies, Vials, Clearance & Consignment Products.

A: To ensure compliance with regulations and maintain our product quality standards, specific brands and products such as Roor, and Harvest Right are excluded from sales.

A: No, consignment products are also excluded from sales and cannot be discounted.