Frequently Asked Questions

Can’t find the answer for what you’re looking for? Feel free to send us a private email at [email protected]!

Our Services

For every service at LEVEL, we incorporate an in-depth skin analysis and have an open conversation about your skin goals so we can recommend the best treatments for you.

If it’s your first time with us, book a complimentary LEVEL experience!

With your 1-Hour LEVEL Experience, you will receive a full education on our clinical and spa services with personalized recommendations and treatment options for your individual needs. During this time, you will also enjoy a courtesy REFRESH treatment by your dedicated clinician.

Absolutely! We will do everything we can to accommodate you for a service. However, appointments are recommended if you are working on a tight schedule.

If you are a new guest, we suggest that you arrive 15 minutes prior to your appointment to fill out any required paperwork.

For returning guests, you are always welcome to do the same. We know time is precious so help us stay on track by arriving on time.

Every treatment, skin goal and modality can vary. For any concern, we can create customized courses to maximize treatment outcome. If you have questions regarding specific treatments and how they would be right for you,  book a free consultation with a LEVEL clinician.

Your clinician will assess your skin, listen to your concerns, explain which treatments could benefit you, fully educate you on how each treatment works and recommend a plan for you.

As a courtesy to our clinicians and other guests, we kindly ask that you turn your cell phones to vibrate upon entering the clinic.

Please inform your clinician should you need to make a phone call so that you may do so without disturbing other guests. Cell phone use may affect the length of your spa services. This is your chance to unwind and focus on yourself, take it!

For health and safety, we kindly ask that you don’t bring additional guests into the treatment area.

Life happens! Your treatments are reserved exclusively for you. We value your business and ask that you respect the spa’s scheduling policies.

Should you need to cancel or reschedule, please notify us at least 24 hours in advance by calling the spa or by email. Please note that we reserve the right to cancel or reschedule any appointments after the 15-minute threshold is exceeded.

If your treatment required a deposit, they can be transferred to the next booking appointment.

Yes, if someone under the age of 18 requests a treatment, a parent/legal guardian needs to be present to sign on your behalf.

Our Store

Our return policy is 14 days for a full refund. 

All orders will be processed within 2-3 business days,

Due to COVID-19, please anticipate longer than usual shipping times for your order.

Skincare is integral to your skin health and treatment outcome.

Fill out our Virtual Spa Quiz and we’ll get in touch with you for a thorough consultation to go over your skin goals, what products would be best for you and how to incorporate them into your routine!

Absolutely! We offer in-store and curbside pickup from Entrance 3 of Upper Canada Mall. When your order is ready, a LEVEL representative will call to set up your pickup time.

Yes, if we are out of stock or don’t have a product by our affiliated brands on our website, please contact us directly and we can place a special order for you!