SHIPPING POLICY

Thank you for choosing to shop with us at New Level. Here is our updated shipping policy:

• Once you place your order and submit payment, you will receive a confirmation email. If you do not receive this email, please contact us.
• Once your payment is verified and your order is processed, it will be shipped out. You will receive a notification with the shipping carrier and tracking number (for international orders).
• Please double-check your address and contact information before placing your order. In the event of a failed delivery, your order will be reshipped at an additional cost to you.
• We offer door step delivery to locations within Nairobi, with a delivery time of 1-3 business days. There is a flat fee of Kes 350 for Nairobi deliveries.
• For locations outside of Nairobi, including Kisumu, Eldoret (Uasin-Gishu), Mombasa, and Nakuru, the delivery time is 3-4 business days. There is a flat fee of Kes 550 for these locations.
• We offer Pick Up Mtaani Pick up within Nairobi for Kes 120
• International orders are shipped via DHL express and can be delivered to more than 220 countries and territories. Delivery transit time is approximately 5-12 business days. International shipping rates vary based on location and weight, with a base rate for packages weighing 0.1kg-2kg. If your package weighs more than 2kg, you will be contacted directly for additional charges.
• All custom fees, taxes, and duties are the responsibility of the customer. The value of your order will be stated on the package for customs purposes. We are not responsible for lost or stolen packages once DHL has marked them as delivered.
• For East African Community (EAC) countries including Uganda, Tanzania, Rwanda, Burundi, and South Sudan, the delivery time is 5-7 business days. The flat fee for these locations is Kes 3,000.
• For African countries not in the EAC, the delivery time is 5-12 business days. The flat fee for these locations is Kes 4,500.
• For locations in the Gulf including Qatar, Saudi Arabia, and UAE, the delivery time is 5-12 business days. The flat fee for these locations is Kes 4,500.
• For locations in France, Germany, Italy, Spain, Switzerland, the UK, and the US, the delivery time is 5-12 business days. The flat fee for these locations is Kes 4,500.
• For all other countries not mentioned above, the delivery time is 5-12 business days (excluding pre-order items which take 10 business days to manufacture). The flat fee for these locations is Kes 5,500.
• By completing a purchase with us, you agree to our full shipping and delivery policy.