As soon as we receive your payment, your package will be processed and shipped as soon as possible. Then you will immediately receive a shipping notification with tracking information.

If you have not received a shipment notification yet, your package is still being processed. As soon as your package has been handed over to the carrier, we will inform you by email.

The processing of a normal bank transfer usually takes up to 5 business days (Monday to Friday). If a typing error has crept into the reason for payment, your payment cannot be assigned and will be automatically credited back to your account. Then you can transfer the amount due again within the 14-day payment period.

If you have not received another email from us regarding your package status after several days after receiving the shipment notification, it may be that your package is waiting to be picked up at a branch. Therefore, it is best to check the shipment tracking status or reach out to our customer service team.

In rare cases it can happen that your package is lost or damaged on the way to you.

If your package is indicated as delivered, first ask your neighbors and family members if they have accepted your package for you. In addition, it may be that a desired delivery location has been selected for your address - in this case you will find your package at this location. If you still cannot find the package, you can contact us.

Placed orders will be immediately prepared for you. Therefore, it is unfortunately not possible to make any changes to your order.

You can still refuse the parcel upon delivery. The courier will take the parcel back to our warehouse and the refund will be issued for you.

We ship within 2 - 5 business days. As soon as your package is handed over to the carrier, you will receive an email with all details including the tracking number. With the help of this number you can check the status of your package at any time.

Your package will be sent prioritized before all standard deliveries. This way we guarantee you an even faster shipping. This happens only after receipt of payment and is valid in all shipping countries of LevlUp. As soon as you have received a shipping confirmation, the carrier will transport your package on the regular shipping route.

No, this is unfortunately not possible.

The exact shipping rates will be calculated during your checkout for your shipping address. Additionally, you can see all rates on our PAYMENT & SHIPPING page.

It's unfortunate to hear that something is missing from your order. We do our best to pack the packages as carefully as possible, but unfortunately, mistakes can happen.

LevlUp always registers and checks the weight of its parcels. In case of missing items, we are obliged to do these checks within our own company and with the carrier. Therefore, we kindly ask you to indicate as clearly as possible which products are missing. This way, we can assist you as effectively as possible!

Please also check the following points:
- Have you received two shipping numbers? Your order might be delivered in multiple packages.
- Was the box opened or damaged? Take a photo and send it to our customer service.
- Have you thoroughly checked the order confirmation to ensure the product/quantity is correct?
- Is it about a free gift or promotion? Check the terms and conditions of the promotion.

Afterward, you can contact our customer service, and we will resolve this as quickly as possible.