FAQs & Help

A: Absolutely! Select In-Store Pickup at checkout and choose to pay online or when you get here. We'll email you when your order is ready for pickup. Orders must be picked up within 30 days.

A: Creating an account makes checkout faster and keeps your order history, shipping information and tracking all in one place. It also makes future orders that much easier!

A: Usually! If your order hasn't shipped yet, contact us as soon as possible and we'll do our best to make the change.

Call us at 403-204-0205 or email fred@thenextlevelinc.ca.

A:  If your order hasn't shipped yet, contact us as soon as possible and we'll do our best to cancel it.

If your order has already shipped, it will need to be returned according to our Return Policy.

A: Check your junk or spam folder first — our automated emails sometimes end up there.

Still can't find it? Contact us and we'll be happy to confirm your order and resend the details.

A: Your tracking information is emailed automatically when your order ships. Check your junk or spam folder first.

Still can't find it? Contact us and we'll be happy to help.

A: We do our best to carefully pack and protect every order, especially fragile items, but accidents can happen during shipping.

If something arrives damaged, please don't use it or try to fix it. Contact us within 24 hours of delivery with your order number, a description of the damage, and clear photos or video of the item and packaging.

We'll review everything and contact you to resolve the issue.

A: We do our best to carefully check every order before it leaves our store, but mistakes can happen.

If you received the wrong item, contact us within 24 hours of delivery with your order number, a description of what you received and what's missing, and clear photos of the incorrect item(s).

We'll review everything and contact you to make it right.

A: Absolutely! Our website only displays items that are currently in stock, so what you're looking for may just be temporarily unavailable.

Contact us and we'll check availability or see if we can bring it in for you. Call 403-204-0205 or email fred@thenextlevelinc.ca.

A: For information about returns, exchanges, eligibility, and any applicable restrictions, please review our Returns & Exchanges

A: We offer free same-day delivery within Calgary on orders of $50 or more.

• Monday–Friday: Order by 1:00 PM for afternoon delivery, or by 5:00 PM for evening delivery.
• Saturday: Order by 5:00 PM for delivery after 6:00 PM.
• Our driver will text you with an estimated arrival time.
• For apartments and condos, please be available to buzz the driver in or meet them in the lobby.

Add any special delivery instructions to your order notes. Same-day delivery is not available on statutory holidays.

A: Yes! Canada Post delivers to PO Boxes.

A: We process and prepare orders as quickly as possible, usually within one business day. Courier pickup times vary, so same-day shipping cannot be guaranteed. Orders are processed Monday to Friday, excluding statutory holidays.

A: You’ll choose your preferred shipping option at checkout, where the estimated delivery time for each available service will be shown. Delivery times are estimates and begin after your order has shipped — the day you place your order does not count as a shipping day.

Delivery times may be longer for rural or remote locations, PO Boxes, weekends, statutory holidays, or during unexpected carrier delays.

A: If your order hasn’t shipped yet, please contact us as soon as possible and we’ll do our best to update the shipping address. Once an order has shipped, the address cannot be changed.

A: Contact us as soon as possible if you notice an error in your shipping address. If your order has already shipped, we may need to wait for the carrier to return it to us before it can be resent. Any additional shipping costs resulting from an incorrect address are the customer’s responsibility.

A: You can choose from the available shipping options at checkout. Depending on your location, options may include Canada Post, UPS, Purolator, FedEx, GLS, ICS, and Canpar.

A: Once your order ships, you’ll receive an email with your tracking number and a link to follow your shipment. You can also sign in to your Next Level account and view your order details. If you don’t see the shipping email, check your junk or spam folder.

A: Once your order ships, use the tracking link provided in your shipping confirmation email to follow your package. You can also sign in to your Next Level account and view the tracking information in your order details.

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

• Track with Canada Post
• Track with UPS
• Track with Purolator
• Track with FedEx
• Track with GLS
• Track with ICS Courier
• Track with Canpar

A: Tracking information may not appear immediately after you receive your shipping confirmation. Please allow some time for the carrier to receive your package and update its tracking information.

If your tracking number is still not recognized after 2 business days, please contact us and we’ll be happy to look into it for you.

A: Shipping costs are calculated at checkout based on your order, location, and the shipping service you select. Add your items to your cart and enter your shipping information to see the available options and prices.

We also offer free shipping within Canada on qualifying orders over $100.

A: Yes! We offer free Regular/Ground shipping on qualifying Level Price orders over $100, including international orders.

• During select sale events, the free-shipping minimum may increase to $150.
• Heavy and oversized products may not qualify for free shipping.
• For oversized or remote-location orders that qualify, The Next Level will cover up to $25 of the shipping cost. Any remaining shipping cost is the customer’s responsibility.
• If you choose an upgraded or premium shipping service instead of the qualifying Regular/Ground option, the additional shipping cost will apply.

A: Shipping costs are based on the final weight, package dimensions, destination, and carrier rates. While we work to provide accurate shipping costs at checkout, the final carrier rate may occasionally be higher than the original estimate.

If there is an additional shipping charge, we’ll contact you before your order is shipped to explain the difference and any additional cost.

A: Yes. We can ship oversized items to most remote locations. If your order qualifies for free shipping, The Next Level will cover up to $25 of the shipping cost. If the actual shipping cost exceeds $25, we’ll contact you with the additional amount before your order is shipped.

A: Yes! We ship to most U.S. states. We do not currently ship to Florida due to recurring customs and delivery issues.

Customers are responsible for ensuring the products they order can legally be imported into their state, as well as any applicable customs fees, duties, or taxes.

The Next Level is not responsible for items refused, seized, or destroyed by customs or other authorities due to import restrictions. Refunds for refused shipments can only be processed if the merchandise is returned to us.

We recommend checking your state and local import requirements before ordering any products that may be restricted.

A: Our website supports both Canadian (CAD) and U.S. (USD) currencies. Your currency is automatically selected based on your location, or you can switch between CAD and USD while shopping.

We recommend double-checking the selected currency before completing your purchase, especially if you’re using a VPN, as this may affect which currency is automatically displayed.

A: We accept the following payment methods:

Online:

• Visa
• Mastercard
• American Express
• Sezzle
• Interac e-Transfer

In-Store:

• Cash
• Debit
• Visa
• Mastercard
• American Express
• Interac e-Transfer

For security reasons, we do not accept credit card payments over the phone.

A: Yes! Send your Interac e-Transfer to fred@thenextlevelinc.ca. We have Autodeposit enabled, so no security question or password is required.

Please include your order number in the message or notes section of the e-Transfer so we can easily match your payment to your order.

A: Yes! Canadian customers can pay by Interac e-Transfer. If you’re in the Calgary area, you can also select “Pick-up and Pay in Store” at checkout and pay when you pick up your order.

International orders require payment by an accepted credit card. We do not currently accept PayPal or other third-party payment apps.

A: Credit card transactions can be declined for several reasons. Please double-check your payment information and contact your card issuer if the problem continues.

Your card may be declined if:

• The billing information doesn’t match what your card issuer has on file
• There are insufficient funds or available credit
• The card is not enabled for online purchases
• A prepaid card has not been activated
• The card does not allow international purchases, if ordering from outside Canada
• Your bank has blocked the transaction for security reasons

A: Purchases from our store will appear as “The Next Level” on your credit card or bank statement

A: 3D Secure (3DS) is an added security step used by some banks and credit card providers to help protect online purchases from fraud.

During checkout, your card issuer may ask you to verify your identity using a code sent to your phone, your banking app, or another verification method. This process is handled securely by your card issuer and may appear as Visa Secure or Mastercard Identity Check.

Once verified, you’ll be returned to the checkout to complete your purchase.

A: If 3D Secure verification is required for your purchase:

1. Enter your payment information at checkout.
2. Your card issuer may ask you to verify your identity.
3. Follow the instructions provided by your card issuer. This may include a one-time code, banking app approval, security question, or biometric verification.
4. Once your identity is verified, you’ll be returned to TheNextLevel.ca to complete your purchase.

The verification process is handled securely by your card issuer, not The Next Level.

A: If we have limited stock available, you may be trying to add more items than we currently have in inventory. Try reducing the quantity and adding the product to your cart again.

If the product still won’t add to your cart, please contact us and we’ll be happy to help.

A: Restock times vary depending on the product and supplier availability, and some limited or discontinued items may not return.

If you’re looking for a specific product, please contact us. We can check availability and, when possible, add your request to our Special Order List.

A: Product photos are intended to represent the item as accurately as possible. Colours may appear slightly different due to lighting, photography, and individual screen settings.

Handmade items and hand-blown glass may also have natural variations in colour, shape, pattern, and size, making each piece slightly unique.

Some photos may show products in use or alongside compatible accessories that are not included with your purchase. Always check the product description and included items to confirm exactly what comes with your order.

A: Not sure what size you need? Check out our How to Measure a Downstem guide to find the correct length and joint size for your piece. Once you have your measurements, browse our replacement downstems to find the right fit.

A: Yes! Replacement bowls are available in the most common glass-on-glass joint sizes: 10mm, 14mm, and 18/19mm, with both male and female joint options — think innies and outies, like a belly button.

Once you know your joint size and type, check out our selection of replacement bowls to find the right fit for your piece.

A: Most vaporizers include a manufacturer’s limited warranty, but coverage and warranty periods vary by brand and product. Please check directly with the manufacturer for the warranty terms and claim process for your device.

If you purchased your vaporizer from The Next Level and need a copy of your receipt or proof of purchase for a warranty claim, please contact us and we’ll do our best to locate it for you.

A: We’re adding new products all the time, with new arrivals regularly appearing online and in-store. Our website inventory is live, so if an item shows as available online, it’s currently in stock.

Check back often to discover the latest arrivals before they’re gone.

A: Yes! New products arrive regularly, and sometimes they make it onto our shelves before we’ve had a chance to photograph and add them to the website. We also carry limited and one-of-a-kind items that may only be available for a short time.

If you’re looking for something specific and don’t see it online, contact us or stop by the store — we may have exactly what you’re looking for.

A: You won’t find much of it here. We’re selective about the products we bring into The Next Level and focus on quality, function, and value rather than simply finding the cheapest option available.

There’s a reason we’ve never been about “Gas Station Glass.” We’d rather stock products we’re comfortable putting on our shelves and that our customers will actually enjoy using.

A: Yes. You can request a price match at the time of purchase. Price matches are reviewed on a case-by-case basis and must meet the following requirements:

• The competing item must be identical in brand, model or style, year, colour, and size.
• The item must be new and currently in stock at both The Next Level and the competing retailer when we review the request.
• The competing retailer must be a Canadian brick-and-mortar retailer, and the advertised price must be in Canadian dollars.
• We compare the total purchase price, including applicable shipping, handling, processing, environmental, or other fees.
• We do not price match third-party marketplace sellers, unauthorized dealers, or retailers outside Canada.
• Price matches cannot be combined with additional discounts or applied to final-sale items.
• Limited-time promotions such as flash sales, grand openings, liquidation sales, pricing errors, or misprints are not eligible.
• Price-match requests may take up to 2 business days to review.
• Approved price matches are valid for 24 hours.

Submit your request through our Contact Us page and include a link to the competing product and any relevant details.

All price-match requests are subject to review and approval by The Next Level.

A: Our online store is open 24 hours a day, 7 days a week, so you can browse and place an order anytime.

In-Store Hours:
Monday–Friday: 10:00ish AM – 6:00 PM
Saturday: 12:00ish PM – 6:00 PM
Sunday: Closed
Statutory Holidays: Closed

Online orders placed outside our regular processing hours will be prepared as soon as possible on the next business day.

A: Click the “Forgot your password?” link on the Sign In page and follow the instructions to reset your password.

If you don’t receive the password reset email, check your junk or spam folder. If it still doesn’t arrive, please contact us and we’ll be happy to help.

A: Depending on the reason for the refund or return, certain fees and shipping costs may be deducted from your refund:

• Order Cancellations: A 10% processing fee applies to cancelled online orders, including orders cancelled before they have shipped.
• Refused Packages: If you refuse a delivery, the original shipping cost and return shipping cost will be deducted from your refund. This also applies to orders that originally qualified for free shipping.
• Returned Items: Eligible unopened and unused returns in their original packaging are subject to a 20% restocking fee.

If you have questions about how your refund was calculated, please contact us and we’ll be happy to review it with you.

A: We reuse clean boxes and packing materials whenever possible to help reduce unnecessary waste. Because of this, your order may arrive in packaging that originally belonged to a completely different product or brand.

We also try to keep our shipping packaging discreet and avoid exterior markings that unnecessarily identify what’s inside.

A: Discounts, coupon codes, and promotional offers generally cannot be combined or stacked. If an item or order already qualifies for a promotional discount, an additional coupon or offer may not apply.

Free shipping is also considered a promotional offer and may not be available when another coupon or discount is applied.

If more than one offer is available, please review the promotion details to determine which option works best for your order.

A: In most cases, our online prices and availability reflect what you’ll find in-store. Occasionally, certain promotions or offers may be available exclusively online or in-store.

We make every effort to keep our pricing accurate and up to date, but errors can occur. Prices, promotions, and availability are subject to change without notice.

A: Generally, customers must be 18 years of age or older to purchase age-restricted products from The Next Level. Age requirements may vary depending on the product and the laws of your province, state, or country.

Customers are responsible for ensuring that the products they purchase are legal to possess and use in their location.

A: Yes. While our main entrance has a single step, accessible entry is available at the rear of the building.

Customers using wheelchairs, walkers, or other mobility aids can park at the back of the building and call us at 403-204-0205 upon arrival. A team member will meet you at the rear entrance and assist with access.

A: Some products are excluded from sales, coupons, and additional discounts, including:

• Detox and masking products
• Self-testing products
• Scales
• Stündenglass Gravity Infusers
• Butane
• Clearly Gold Presses
• Glass and metal screens
• Baggies and vials
• Clearance products
• Consignment products

Sale exclusions may vary by promotion. Please review the specific terms of each sale or offer for any additional restrictions.

A: Certain brands and products, including ROOR and Harvest Right, may be excluded from sales, coupons, and additional discounts due to brand, supplier, or promotional restrictions.

Discount exclusions can vary by promotion, so please check the terms of the specific sale or offer for details.

A: No. Consignment products are excluded from sales, coupons, and additional discounts.