Cancellations, Exchanges and Returns

We want you to have a great experience shopping with us, whether in-store or online. We’re confident in the quality and selection of the brands and products we sell, and we strive to provide the best possible customer service and product knowledge.

However, we understand that sometimes plans change - you might order the wrong size, no longer need an item, or need to cancel your order. If this happens, please review our cancellation and return policies before proceeding:

Order Cancellations

A 10% processing fee applies to all cancelled online orders, even if they have not yet shipped.

Why is there a cancellation fee?

      • We use a payment processor to keep your payment information secure, and we are charged fees as soon as an order is placed. Unfortunately, these fees are non-refundable to us.
      • When you request a cancellation, we incur additional fees to process your refund.
      • Additionally, a team member will have already picked and packed your order for shipping.

Returns & Exchanges

    • All returns and exchanges must be initiated within 15 days of the purchase date.
    • Items must be unused, in new condition, with tags attached, and in the original packaging.
    • You must provide proof of purchase (store receipt or web order confirmation) for all returns and exchanges.

Restocking Fees

A 20% restocking fee applies to all returned items that are unopened, unused, and in original packaging.

Why is there a restocking fee?

      • As with cancellations, payment processing fees are non-refundable to us.
      • When a return is requested, we incur additional processing fees to refund the order.
      • Our team has already taken time to pick, pack, process, and ship your order.

Return & Exchange Process

All returns, whether purchased in-store or online, can be processed in-store or by mail.

Shipping Returns by Mail

    • The Next Level is not responsible for return shipping fees.
    • We highly recommend using a trackable and insured shipping service (e.g., Canada Post).
    • We are not responsible for packages lost in transit.
    • Parcels returned via freight collect or COD will be refused.

Returning Items in Store

    • Products may be returned in person at any Next Level retail store location.
    • Please bring unused, returnable items with proof of purchase to the following location:

The Next Level Lifestyle Accessories
#101, 3608 17 Ave SE
Calgary, Alberta, Canada
T2A 0R9
403-204-0205

Damaged, Incorrect, or Defective Items

If an item(s) in your online order arrived damaged or the wrong item(s) was sent, please contact us directly at fred@thenextlevelinc.ca including:

    1. Order number 
    2. Description of the damage or incorrect item 
    3. Clear photos or video of the product (close up and entire shot) within 48 hours of delivery. We will contact you at our earliest convenience to resolve the issue. 

If your item has a manufacturing defect in its materials or workmanship, we can help you with a receipt for warranty claim.

If returned merchandise does not meet the return guideline conditions, a refund will not be issued and the item(s) will be sent back to you at your expense.

Refund Processing

    • Refunds by mail are usually processed within 2 business days after we receive the product.
    • Credit card refunds may take up to 5 additional business days to appear in your account, depending on your bank.
    • The Next Level does not refund shipping charges paid to third-party providers, and we do not issue refunds for items lost or seized by customs.

Holiday Gift Returns & Exchanges

Holiday gifts purchased between December 1st - 24th that meet the return guidelines will be accepted for a return or exchange until January 15th.

Final Sale Guidelines

    • For health and safety reasons the following items will not be accepted for return or exchanges: Used Items, Snacks, Drinks, Consumables, Broken Glassware including, but not limited to stems, bowls, ash catchers, bangers etc.
    • All items reduced by 5% or more cannot be returned or exchanged and are considered a final sale.
    • All items classified as “As-Is”, “Clearance” at the time of purchase are final sale and not eligible for returns or exchanges. 

Need Help?

If you have any questions or need assistance, please contact us at fred@thenextlevelinc.ca. We’re happy to help!