Shipping policy

At LEVELS, we aim to make your furniture shopping experience seamless. With over 30 years of offering delivery and assembly services in Singapore, we pride ourselves on efficient, reliable service.

By purchasing items on www.levels.sg (the “Website”), you agree to the following terms and conditions.

1. Rates & Charges

  • Free Delivery & Assembly: Most items on our Website qualify for free standard delivery and assembly. Standard delivery has a processing and waiting period of at least six (6) working days.

  • Orders Under $100: Orders below $100 incur a standard delivery fee, which is displayed at checkout.

  • Non-Qualifying / Cash & Carry Items: Items that do not qualify for free delivery can be bundled in a single invoice with a qualifying item to receive free delivery. Standard assembly charges still apply.

  • Standard Rates (When Applicable):

    • Delivery Fee: $50 per attempt

    • Assembly Fee: $30 per item

2. Delivery Coverage & Access

  • Geographic Coverage: Free delivery applies to a single address per invoice within mainland Singapore. Deliveries to selected offshore or remote locations may incur additional surcharges. We generally do not deliver to restricted zones (e.g., army camps, airports, shipyards); special arrangements must be made in advance.

  • Doorstep Delivery & Attendance: Deliveries are made to the doorstep of the address provided. You or an authorized representative must be present during the scheduled delivery slot. We are not required to verify the identity or authorization of the recipient.

  • Site Clearances & Permits: You are responsible for securing all necessary entry approvals (e.g., condo/building management permits, loading bay clearances) prior to arrival. If delivery fails due to building access restrictions, it will be treated as an unsuccessful delivery.

3. Non-Lift Access & Staircase Charges

Before ordering, you must verify that items will fit through lifts, staircases, doorways, and corridors. If lift access is unavailable, out of service, or unable to fit the items:

  • Staircase Surcharge: A fee of $10 per item per non-lift-accessible floor (starting from ground level) applies to all residential and commercial properties, including landed homes and shophouses. This fee must be paid in cash directly to the delivery team before setup.

    Example: Transporting 2 items to the 4th floor without lift access = $10 × 2 items × 3 non-accessible floors = $60.

  • Safety & Cancellations: If staircase delivery poses a safety hazard or risks damaging the item/property, our team reserves the right to cancel the delivery. Items will be returned to our warehouse, and a $50 delivery charge will be deducted from your refund.

4. Scheduling & Time Slots

  • Standard Delivery Windows: Deliveries are conducted during our regular operating hours on selected weekdays (approx. 10:00 AM to 8:00 PM). Weekend deliveries are currently unavailable.

  • Confirmation Process: Delivery dates indicated during checkout are tentative. Our team will confirm your exact date and time slot within 48 hours of order placement and issue a final confirmation 1 to 2 days prior to delivery.

  • Specific Slot Selection: If you require a custom, preselected delivery date and time outside our standard schedule, a $80 surcharge per item applies, subject to availability.

  • Delays & Force Majeure: Unforeseen circumstances (e.g., supplier delays, vehicle breakdowns, severe weather, traffic congestion) may cause scheduling adjustments. We will notify you as soon as possible. LEVELS is not liable for any direct or indirect loss, inconvenience, or damage resulting from delivery delays.

5. Rescheduling, Cancellations & Failed Deliveries

  • Rescheduling: To change your delivery date or time, notify us via WhatsApp or email at support@levels.sg at least 3 working days (Monday–Friday, 9:00 AM to 6:00 PM, excluding Public Holidays) before your scheduled date.

  • Failed Deliveries: If a delivery attempt fails due to customer absence, incorrect information, or denied site access, a $50 re-delivery fee will apply to each subsequent attempt.

  • Order Cancellations: Requests to cancel or change an order must be submitted at least 3 working days prior to delivery. All change-of-mind cancellations are subject to a $50 cancellation fee.

6. Inspection & Damage Policy

  • On-Site Inspection: You or your representative must inspect all items upon arrival. Signing the Delivery Order confirms that all items listed were received in correct quantities and acceptable condition, free from visible defects or damage.

  • Immediate Reporting: If you notice dents, scratches, or wrong items upon delivery, report them to our logistics crew immediately before they leave. We will assess the issue and arrange for repairs, replacement parts, or item exchange.

  • Assembly Rectification: If you are dissatisfied with how an item was assembled, request immediate adjustments from the delivery crew. Claims for physical damage or improper assembly made after the Delivery Order is signed will not be honored.

  • Manufacturing Defects: Manufacturing issues discovered after delivery are covered under our Warranty Policy.

7. Backorders & Uncollected Items

  • Backorders: Out-of-stock items available for pre-order will have an Estimated Time of Arrival (ETA) provided via email. In-stock items on the same order will be delivered first. If a backorder cannot be fulfilled due to supplier discontinuation or unforeseen disruptions, a full refund will be issued via the original payment method.

  • Non-Collection: Paid items not collected or scheduled for delivery within 6 months of the purchase date will be deemed abandoned and forfeited without a refund, unless a prior written extension was granted.

8. Disposal Service Notice

We do not provide furniture dismantling or disposal services. We recommend contacting your local Town Council (for HDB estates), building management (for private properties), or an authorized public waste collector to arrange for furniture disposal.

LEVELS reserves the right to amend this Delivery & Assembly Policy at any time without prior notice.

 

Updated as of: 10 August 2026