Frequently Asked Questions

✨LEVEL 369 COLLECTIVE✨

Last Updated: 12/11/2025

📦 Orders & Processing

How long does it take to process my order?

All orders are processed within 3–5 business days.
Many of our items are made-to-order, which helps maintain quality and reduce waste.
Processing may take slightly longer during peak seasons or holidays.

Can I change or cancel my order?

Orders can only be modified or canceled within 12 hours of purchase.
Once production begins, changes are not possible.

🚚 Shipping Information

How long does shipping take?

United States: 5–7 business days after processing.
International: 7–21 business days depending on destination, customs, and postal systems.

Where do you ship?

We currently ship to:

  • United States

  • Canada

  • United Kingdom

  • Australia

  • All EU countries

  • Select international locations

If your country doesn’t appear at checkout, email us at support@level369.com.

Do you offer tracking?

Yes! You will receive a tracking number once your order ships.
Tracking may take 24–48 hours to update—especially for international shipments.

🌍 International Orders

Will I be charged customs or duties?

Some countries may charge customs fees, duties, or import taxes.
These fees are not included in your order total and are the customer’s responsibility.

Why is my tracking not updating?

International tracking may pause while your package is in customs.
Packages are not considered lost until:

  • 30 days (U.S.)

  • 45 days (International)

If you need help, reach out anytime.

💳 Payments & Checkout

What payment methods do you accept?

We accept major credit cards, Shop Pay, PayPal, Amazon Pay, Google Pay, and additional payment methods depending on location.

Is my payment information secure?

Yes — our store is powered by Shopify, which uses industry-standard encryption to protect all transactions.

🧵 Products & Sizing

Are your items made-to-order?

Many of our products are made-to-order, which allows for reduced waste and higher quality control.

Do you accept returns for sizing issues?

Because items are made-to-order, we do not accept returns for sizing, preference changes, or buyer’s remorse.
Be sure to check size charts before ordering — and email us if you need help choosing a size!

🔁 Returns & Refunds

How do I start a return?

Log into your customer account here:
https://account.level369.com/account

Returns must follow our Return & Refund Policy.

What items cannot be returned?

  • Personalized or custom items

  • Sale items

  • Gift cards

  • Perishable or hazardous items (if applicable)

What if my item arrives damaged or incorrect?

Contact us within 7 days at support@level369.com so we can make it right.

📬 Lost or Missing Packages

My package shows “delivered” but I can’t find it. What should I do?

Try these steps:

  • Check with neighbors or building staff

  • Look around mailboxes, porches, or package lockers

  • Wait 24 hours (carriers often scan early)

  • Contact the carrier

If it still hasn’t arrived, email us and we’ll help.

👤 Customer Accounts

Do I need an account to shop?

No — but having an account allows you to:

  • Track orders easily

  • Start returns

  • View past purchases

  • Save shipping information

  • Access VIP perks in the future

Where do I log in?

Customer Portal:
https://account.level369.com/account