Shipping & Returns

Standard Shipping to the U.S.

Currently, we are offering standard free shipping everyday on U.S. orders shipping to the lower 48 states. This free shipping offer excludes Alaska and Hawaii, P.O. Box or APO/FPO/DPO and International orders. 

Most standard orders ship within 1-2 business days. Your final shipping cost and estimated delivery timeframe will be available to you during checkout*. Please note, some items may require a longer ship-out and/or delivery timeframe. These items are included in our Shipping & Delivery Exceptions chart.

Our standard shipping method is ground shipping. We will ship your order via any of the major mail carriers, including UPS, FedEx, and the United States Postal Service. At this time we are unable to provide the option to choose your carrier of choice.

How can I check my order status?

Congrats on your great deal, savvy shopper! We are so glad that you found something you liked. We work as quickly as we can to get your order on it’s way to you. We know it will be worth the wait, but to ease your anticipation we have given you a way to track your orders progress right in your My Account page. From here, you can follow your order every step, from submission to delivery. 

What If I Never Receive My Order?

We want you to feel secure ordering from Next Level Electronics Inc. We know that there are other retailer options and we appreciate that you trusted us with your purchase! We have a committed logistics team and the utmost trust in our carriers. However, we do recognize that in rare cases, things may not go according to plan, and we have an established procedure for handling such occasions. We got your back!

There are some important things to remember while you wait for your package: 

  • Tracking information is available in you MyAccount page. You can use this tracking information to view the most up-to-date tracking from the carrier. Please note, however, that USPS tracking is often only Delivery Confirmation, and will not show any status updates until the item is scanned as delivered.
  • At check out, you will be provided an estimated delivery date. Your item should arrive on or before this date. In some cases, situations outside our control happen and the item make take a little longer to arrive than we estimated. Keep an eye on your tracking information for the most up-to-date status of your package.

What if my orders says delivered, but its not there?

This can be concerning, but before contacting Customer Care, please check the following: 

  • Check with family members, neighbors, co-workers, a building manager, apartment office, or others who may have accepted your order on your behalf. 
  • The carrier may have placed your order somewhere near your door, out of plain view. Look for your order in places such as the back door, garage, or behind bushes. Check your tracking information to see if a location was noted. 
    • UPS has a service called UPS Access Point. If you are not available for your delivery, the delivery driver may take your package to an Access Point for you to pick up. Check your tracking information to confirm the delivery location. 
  • Allow 48 hours- in rare situations, or during peak delivery times, packages may state delivered up to 48 hours prior to their arrival. 

If it has been 48 hours past your delivery notification and you still haven’t located the delivery, contact our Customer Care Team or further assistance. 

What if I receive the package, but the box is empty? 

We will need to file an investigation into the package.

Keep in Mind: 

  • Tracking information may not be available for items shipped with standard delivery service to Alaska and Hawaii. 
  • International shipping has an extended timeframe. 

Shipment Damage in Transit

What if my item comes damaged?

We make great effort to ensure that your order arrives to you safe and sound. We also understand that sometimes, things happen in transit. While this can be frustrating, please be assured that we are here to help!

Ground Shipments (UPS, USPS, FedEx, etc.):

If you find obvious signs of damage to the box, or if you open the package and your item is damaged (broken, scratched, cracked, etc) or the box is empty, we have several options to resolve the issue.

If you need a part replaced, you may set up a Parts Request in you MyAccount page to request the part from the warehouse. Be sure to include as much information as possible, such as part numbers, quantities, etc. Add photos if you are able to to provide clarity to the issue for the warehouse. 

If you would prefer a full replacement or refund, or if your package arrived empty, you can file a damaged claim by setting up the return through your MyAccount on Next Level Electronics Inc. Click the Return button next to the item and following the appropriate steps for damaged item. 

If you prefer, you can also reach out to a member of our Customer Care team and we will be happy to help you. 

Oversized Item Shipments:
If you see obvious damage to your order’s shipping box or packaging, please ask the driver to open the carton and inspect the contents with you. If you find damage, refuse the shipment and write Refused due to damage on the delivery receipt.

Keep a copy of the delivery receipt with your notes regarding the damage and contact our Customer Care Team immediately.

Please keep all original packaging materials for 30 days to return an order in the rare case you discover damage or defects after delivery.

If you discover damage or a defect after delivery, contact Customer Care. We will work to resolve the issue and, in our sole discretion, we may:

  • Authorize a return.
  • Issue a replacement.
  • Issue a refund.
What if my mattress comes damaged?

Upon delivery, please inspect your new mattress, foundation, or mattress set before signing the shipping receipt or opening the product. You will only qualify for a full refund for damaged or defective mattresses, mattress sets, or foundations if you refuse the item(s) at the time of delivery.

If damage/defects are found after delivery, please notify us immediately.

Standard Return Policy

With our simple returns process, you can shop online worry-free.

If something doesn’t work out, you can send most items back within 30 days of delivery.

  • Start the return process within 30 days of receiving your item.
  • Product must be in new or unused condition, with all original product inserts and accessories.
  • Shipping costs will be the responsibility of the customer in cases of buyer’s remorse returns, such as an item didn’t fit, didn’t like the color/quality, changed your mind, ordered by mistake, bought it somewhere else, etc.
  • We will refund the full cost of the merchandise and shipping charges if the return is a result of our error or defective product.
  • Ship the product as soon as possible so it arrives at our facility within 45 days  of receipt of the item. 
  • We inspect all returned items and will refund you based on the condition of the item.We award a partial refund for opened or used products.

How to Return an Item

Log into My Account to fill out our return initiation form to receive your shipping label and return instructions. Don’t have an account? Check out our step by step guide, How to Return an Item.

Defective Product and Returns Due to Our Error

If there are mistakes with your order, or products arrive defective/damaged at the time of receipt, we’ll make it right by:

  • Sending you replacement parts or accessories
  • Replacing the product or
  • Issue a refund
  • And we’ll also cover the cost of any return shipping
  • If the product is not defective, return shipping fees will apply and/or a partial refund may be issued

Products Returned After 30 days
Did you miss the 30-day return window? Great news! You may still start a return after 30 days, but you may get a partial refund depending on the following:

  • Condition of the merchandise
  • Cost of the original and/or return shipping charges deduction from your refund
  • If we send you a replacement item, we need to receive the original item at our warehouse within 30 days of you starting the return process. Otherwise, we will charge you full price for the replacement.

Please contact Customer Care if you need to return an item outside the 30 return time frame.