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Frequently asked questions

Why don't I receive any mails?

You may not receive an email from us because our email address is not known to your email system. Always check your spam box to see if our mail did not come here by mistake.

We always try to reply to our emails within 24 hours of receipt. Please note that Next Level is closed on weekends. Emails we receive on weekends will be answered monday.

What are your Bank details?

These are the data of our Dutch ING Bank account:

Account Holder: NLNaturals
IBAN: NL51INGB0008958604

Bank address:

Friesewal 1
8011 XE Zwolle
The Netherlands

What payment options are available?

We currently accept the following payment methods:

- Bank Transfer
- Global Web Pay (United Kingdom)
- Giropay (Germany)
- iDEAL (Netherlands)
- Credit Card

If you want to make a bank transfer you can do so to the details below:

Account name: NLNaturals
IBAN: NL51INGB0008958604


Bank address:

Friesewal 1
8011 XE Zwolle
The Netherlands

How do I cancel my order?

You can cancel your order yourself, as long as you haven't paid yet. If you want to cancel, just press the "Cancel Order" button in the order history of your account. This can be found at the bottom left of our website. If you have not created an account, please contact customer service. 

If you want to cancel after you have paid, please contact our customer service as soon as possible. They will check if your order already has been shipped or not. 

I want to change my order, is that possible?

Once you have paid for your order, we can only adjust your order if the products have an equal value. If you want to add products to your order, the easiest way is that cancel your order and give you a voucher with the same value as the paid amount. Then you can redo the order using this voucher.

If you want us to do that for you, please contact us as soon as possible so we can arrange it for you!

My voucher is not working, what should I do?

Contact customer service:

Whatsapp: click here
E-mail/support ticket: click here

I am not satisfied with my product, what should I do?

Please contact customer service via mail or whatsapp, we will solve this for you.

Whatsapp: click here
E-mail/support ticket: click here

Do you ship my package discreetly?

Absolutely! At Nextlevelsmart, we fully understand that you would rather only know the contents of your package yourself. Therefore, all our packages are completely neutral in appearance. Nothing on the package conceals the contents. The letter carrier and your neighbors can't guess what's inside the package.

What are the delivery times for an order?

International orders can take a few days before they arrive. This is an estimation of the shipment duration:

Netherlands 1-2 days
Belgium 1-3 days
Germany 2-4 days
France 2-4 days
Greece 4-7 days
Spain 3-5 days
United Kingdom 2-8 days
United States - 3 - 8 days

Is it possible to follow my package online?

International shipments are possible to follow with UPS. Through the mail, you will receive a Track & Trace once your package has been sent. If you did not receive it, please contact us through Whatsapp or mail!

Which carrier do you use for shipments?

International orders are shipped with UPS. Orders in the Netherlands are either shipped with Packs (letterbox package) or DHL. You will automatically receive a Track & Trace code when the package is shipped.

Do you ship to my country?

We ship to most European countries. We can send packages to at least the following countries:

  • Austria
  • Belgium
  • Bulgaria
  • Croatia
  • Cyprus
  • Czech Republic Slovakia
  • Estonia
  • Finland
  • Hungary
  • Ireland
  • Italy
  • Latvia
  • Liechtenstein
  • Lithuania
  • Luxembourg
  • Macedonia
  • Malta
  • Monaco
  • Poland
  • Portugal
  • Romania
  • Slovakia
  • Slovenia
  • Spain
  • Sweden
  • The Netherlands
  • United States
  • Ukraine

Please read the first part of our Terms and Conditions before placing an order if you are from the UK or the United States

I haven't received my order yet, now what?

Has the estimated delivery time passed? Please contact customer service via Whatsapp (06-36103704), email (support @, or call us at 038-2001004 then we will check the status of your shipment.

Can my package be delivered to a pickup point?

No, international shipments can only be shipped to a home or work address at the moment. 

I would like to change my address after I placed my order, is that possible?

If you would like to change the delivery address of your package after you have placed an order, please contact us as soon as possible. We can change the address manually when the package has not yet been packed and/or shipped. 

When you first arrive on the "NEXT LEVEL" site it states up top in a scrolling text that and I quote " free shipping from £25" but when I checkout it says that shipping costs will be £37.19. What about the free shipping?

Can I delete my account and how do I do that?

If you want to delete your account after you have placed an order, you can do so through your own account: click here

Please note, however, that we cannot delete your placed order from our database. We have to keep all financial data for at least seven years for the tax authorities in the Netherlands. Should you wish to delete your account, only what was bought and how much was paid for it will remain visible, not who bought it.

I forgot my password, now what?

You can easily reset your password using the following link. Please make sure you are using the right email address:

click here

How do I update my email address?

Please contact customer service via chat, whatsapp (06-36103704), we will resolve this for you.

Whatsapp: click here
E-mail/support ticket: click here

Where can I find the grow kit guide?

Click on the following links and find the right manual for your grow kit:

Copelandia Grow Kit

Cubensis Grow Kit

How long will my truffles last?

The Truffles are harvested on a weekly basis. When you receive the truffles keep them in the refrigerator before usage. 

Can I microdose with my truffles?

Yes, it is definitely possible. We sell microdosing products or you can use a scale to weigh the amount you would like to microdose with.

You can find more about microdosing in our blog article:

The second flush came up in about two -three days . Is this normal or should it have taken two weeks of high CO2 in a closed bag to restart ?  Although they came up quickly , there aren't too many yet. BTW , extremely quick delivery and everything worked just like the directions said .  Well done . 

Hello, i ordered 2 grow boxes,one was cambodian and the other was McKennay. So the boxes arrived but I can't tell which is which because it isn't indicated,there's only a lable sticker that doesn't say much. Thanks