Shipping, returns, orders, payment and everything about shopping with Next Level, online and in our nine Kentucky and Southern Indiana stores. Search below or pick a topic.
Rates, free shipping, how fast we ship and tracking.
What we accept, the 20% restocking fee and how credit works.
Placing orders, tracking, changes and password help.
Cards we take, declines, sales tax and how we protect you.
Locations, hours, InBody scans, Macro Man and discounts.
Brands we carry, picking the right product, safety.
All nine stores with addresses, phone numbers and hours.
Call, message us or stop in. We answer fast.
We ship anywhere in the United States, and shipping is free on orders of $100 or more.
Shipping is a flat rate that is calculated automatically at checkout based on your delivery address, and it is shown to you before you pay.
Orders of $100 or more ship free anywhere we deliver. The $100 is your order total after any discounts or coupons have been applied, and it does not include tax or the shipping charge itself.
Local to one of our nine stores? Skip shipping altogether and come by. You pay nothing to carry it out the door.
We ship to addresses in the United States only. We are not able to ship internationally, and we cannot ship to freight forwarders outside the U.S.
Most orders are packed and handed to the carrier within one to two business days. Orders placed on a weekend or a holiday go out on the next business day.
Once your package leaves us, delivery time depends on the carrier and your distance from Louisville, Kentucky.
As soon as your order ships we email you a shipping confirmation with the carrier and the tracking number. If you do not see it, check your spam or promotions folder.
You can also sign in and open My Account › Orders to see the status of every order you have placed with us.
If you are local to us, come see us instead and pay nothing for shipping. You walk out with it the same day, and you get a person who can answer questions the website cannot.
Find your nearest store and call ahead if you want to be certain a specific product is on the shelf. Online ordering is there for everyone who is not close to one of our nine stores.
Online orders are packed and shipped to you rather than held at a store for pickup. If you would rather not wait or pay shipping, buy it in the store instead: call your closest location, confirm it is in stock and come grab it.
Yes. At checkout, tick the option to ship to a different address and enter the delivery address there. Your billing address still has to match the address your bank has on file for the card, or the payment may be declined.
Carriers sometimes mark a package delivered a little early, and packages are often left with a neighbor, at a side door or in a mail room. Give it 24 hours and check around the property.
If it still has not turned up, contact us with your order number and we will open a trace with the carrier and work it out with you.
Here is our return policy in plain language, so there are no surprises. Please read all four points before you send anything back.
The same policy applies online and in our stores. The one difference: a store purchase comes straight back to the store, so there is no shipping for you to pay.
Start every return by contacting us first at 502-281-0508 or through the contact form, so we can confirm the items are eligible and give you the right return address.
5 days. For an online order that is 5 days from the day it is delivered. For something you bought in one of our stores, it is 5 days from the day you bought it.
Reach out inside that window and we will get the return started. After 5 days we are not able to take a product back, so if something is not right, tell us early.
Contact us within 5 days, and before you ship anything back. Call 502-281-0508 or send us a message through the contact form with:
We will confirm that the items qualify and send you the address to ship them to. Packages sent back without contacting us first can be delayed or refused.
No. Supplements are consumable products, so once a container has been opened or the seal has been broken we cannot accept it back or resell it. This is a safety standard, not a technicality, and it protects every customer who shops with us.
If something is wrong with the product itself, contact us and tell us what happened. That is a different conversation and we want to hear about it.
A 20% restocking fee applies to returns. It is calculated on the price of the returned products and taken out of the credit you get back.
For example, on a $50 product the restocking fee is $10 and the credit issued is $40, less any shipping you paid to send it back.
On an online order, you do. Return shipping is the customer's responsibility and cost, and the original shipping charge on your order is not credited back. If you bought the product in one of our stores, there is nothing to ship: bring it back to the store.
We strongly recommend a service with tracking. Until the package reaches us it is still your parcel, so tracking protects you if it goes missing along the way.
Your credit is issued once we have received the return and examined it. We check that the products came back unopened, unused and in their original packaging, then credit the original payment method for the product price minus the 20% restocking fee.
After we issue the credit, how quickly it appears on your statement is up to your bank. Most card issuers post it within a few business days.
That one is on us, and the policy above is not what applies. Contact us as soon as you can with your order number and a photo of what arrived, including the shipping box if it was damaged in transit, and we will make it right.
Same policy, one less step. Bring the product and your receipt back to the store within 5 days of buying it, unopened and in its original packaging, and the team will take care of it. The 20% restocking fee still applies and your credit is issued once the product has been checked over.
Because you are handing it to us in person, there is no shipping for you to pay.
Everything about placing an order, changing one, and getting into your account.
Yes. Checkout at nextlevelsn.com requires a Next Level account, and you can create one during checkout in about a minute. It also means your order history, addresses and tracking are all waiting for you in My Account next time.
Go to the password reset page, enter the email address on your account and we will email you a reset link. If the email does not arrive within a few minutes, check your spam folder, then contact us and we will sort it out.
Contact us as fast as you can at 502-281-0508. Most orders are picked and packed quickly, so there is a short window where we can still change an address, swap a flavor or cancel.
Once the order has shipped we cannot pull it back, and it would be handled as a return instead.
Confirmations go out within a few minutes of a successful order. If you do not have one, check your spam folder first, then sign in to My Account › Orders and look for the order there.
If the order is not listed, the payment most likely did not go through and nothing was charged. Send us a message and we will confirm either way.
A handful of the products we carry cannot be sold through online checkout, so instead of hiding them we list them with a Call for Price label and a call button.
Tap the number shown on that product page and our team will take care of the order over the phone.
Our online catalog and our shelves are stocked separately, so a product that is out online is often sitting in a store near you. Call your nearest store and they will check for you.
How you can pay, and what we do to keep your card details safe.
We accept credit and debit cards: Visa, Mastercard, American Express, Discover, Diners Club and JCB. The security code on the back of your card is required for every order.
We do not currently take PayPal, Apple Pay, cash on delivery or checks for online orders.
Yes. The whole site runs over an encrypted connection and payments are processed by Authorize.Net, one of the longest-running payment gateways in the U.S.
Your card number is sent straight to the payment processor. It is not stored on nextlevelsn.com and our team never sees your full card number.
A decline almost always comes from the bank, not from us. The usual causes are:
Check the billing details and try again. If it declines a second time, call the number on the back of your card, then let us know if you are still stuck.
When a card is declined, some banks still show a temporary authorization hold. No money has been taken and the hold drops off on its own, usually within a few business days, depending on your bank.
Yes, where it applies. Sales tax is calculated from your delivery address and shown in your order total at checkout before you pay.
Nine stores across Kentucky and Southern Indiana, with real people behind every counter.
All nine stores keep the same hours, seven days a week:
Holiday hours can differ, and each store page shows its live hours. Open Our Locations, pick your store, and you will see current hours, the address and a phone number.
Yes. Every one of our stores has an InBody composition scanner and scans are $25, whether or not you buy anything. It breaks your weight down into muscle, fat and water so you can see what is actually changing, and the staff will walk you through your results.
Yes, and it is not a one-week promotion. Uniformed first responders and military, active or retired, including police, fire, EMS and armed forces, get a standard 10% off, every day.
Show your ID at any of our stores and the team will take care of it.
Macro Man is fresh, macro-friendly prepared meal service, and you will find their meals stocked in all of our stores. If you would rather grab a week of food than cook it, that is the shortcut. See Meal Prep for details.
Yes, if you bought it there. Bring the product and your receipt back to that store within 5 days of buying it, unopened and in its original packaging. The 20% restocking fee applies and your credit is issued once we have checked the product over, and since you are handing it to us there is no shipping to pay. Full detail is in Returns & Refunds.
Online promotions and in-store pricing are run separately. Ask the team at your store what is running that week, and they will tell you what applies in person.
What we carry, how we choose it, and how to get a straight answer before you buy.
We hand-pick every label on the shelf, and we carry more than 80 of them. If a product does not deliver, it does not get shelf space, no matter who makes it. You can browse the full list on All Brands.
That is what our team is for. Walk into any store and tell them your goal, or message us and we will point you in the right direction. A $25 InBody scan is a good place to start if your goal is body composition.
Our staff know these products inside and out, but we are not doctors. If you are pregnant or nursing, under 18, taking prescription medication or managing a health condition, talk to your physician before starting any supplement.
These statements have not been evaluated by the Food and Drug Administration. These products are not intended to diagnose, treat, cure or prevent any disease.
Yes. Protein intake and muscle retention matter a great deal on a GLP-1, and we stock and advise on exactly that. See our GLP-1 support page or ask any of our staff.
Tell us right away. Contact us with your order number and a photo of the label or the damage and we will take care of it.
Every store page has that location's live hours, phone number and directions.
If your answer is not here, ask us. Our team answers questions about orders, returns and products every day.
