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Ordering and Payment
How do I place an order?
US and Canadian Customers
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Order over email: info@ludomed.ca. This is our preferred method when PO submission is required.
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Order via website: Place your order easily on our website. Simply select your item, click 'Add to Cart,' and our system will calculate shipping based on your address and apply any applicable taxes for Canadian customers.
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Order on the phone: +1-450-2678473 to speak to a Ludomed representative.
International Customers.
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Order over email: info@ludomed.ca. This is our preferred method when PO submission is required.
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Order via website: Place your order easily on our website. Simply select your item, click 'Add to Cart,' and our system will calculate shipping based on your address.
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Contact your local Ludomed distributor. For more information, visit the section Distributors.
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How do I check my order status?
You'll receive an email confirmation once your order is placed and another when your items are shipped. The shipping email will include tracking information so you can monitor the status of your package.
What forms of payment do you accept?
We accept Credit Cards (Visa, Master, AMEX, Discover), Paypal, and International Bank Wires.
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What if I don't see my product online?
Not all of our products are available online, and if we don't have them in stock, we can create a customized solution for you. Please contact us for assistance.
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What are payment terms?
Our company's terms are 100% prepayment. Net 30 days with established credit only.
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Are All Prices Shown in USD?
Yes, all pricing shown on our site is shown in U.S. Dollars (USD). Please keep exchange rates in mind when placing an order. Also, please keep in mind that customs fees, duties, and taxes for international shipments are not included in the price of shipping.
Shipping and Returns
What are the shipments methods?
We may use FedEx, Canada Post, Purolator, or USPS for US and Canadian orders as our chosen couriers.
​How much are shipping and handling?
Shipping and handling costs are based on your ZIP code (for the US and Canada), your destination country (for international orders), and the products being shipped. All shipping charges will be clearly displayed at checkout.
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Can I use my own courier account for shipping?
Yes, we can accommodate special requests if you'd like to use your own courier account. Please inform us when placing your order.
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Do you ship internationally?
Yes, we ship internationally to select countries. We may use FedEx or UPS as our chosen couriers. Please note shipments to international addresses (outside Canada) are generally subject to customs duties, taxes, and other charges, as determined by the local jurisdiction. You are responsible for paying local sales taxes, duties, or additional fees.
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What if I have a deadline?
We understand the importance of meeting tight deadlines. As a manufacturer, we offer quick lead times. Simply let us know your deadline when placing your order, and we’ll do our best to accommodate your request.
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What if I am not happy with the final product?
If the goods are not defective but you still wish to return them, a 20% restocking fee will apply. Call +1-450-2678473 or email us at info@ludomed.ca to receive a Return Authorization Number and return the merchandise within 30 days. We regret that there are no returns on custom-made orders or goods that have been used or are no longer sealable
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What is the warranty?
If you receive defective goods in any way, please let us know so we can promptly correct the problem. We will replace the item or refund your money once the goods return to us.
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What is the cancellation policy?
We do not charge any cancellation fees on standard products before shipping. However, once the items have been shipped, restocking fees will apply. For custom-made products, canceling an order will result in charges for any setup or production costs incurred before cancellation.
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What is the backorder policy?
If a backorder is less than three days, we will hold the entire order to ship all the items together. However, if the backorder takes longer to fulfill, we will inform you via email and ask if you would like to wait until the item comes in, receive the order in multiple shipments or cancel it.
Product Information
How is the size chart based?
Our size charts are based on Body Weight. We compiled data from scientific studies and information provided by animal breeders. We suggest that users conduct their tests to determine the suitability of any product.
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Are the size charts unisex?
Yes, there is no difference between sizes for males and females except for Baboon monkey jackets.
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What if my animals are in between sizes?
We suggest ordering a smaller size and picking up back extensions for short studies. For more extended studies, it's always recommended to go with the larger size as animals growth.
Customization
How to customize an order?
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Using a Customization Form:
Fill out the customization form and email it to our production team at info@ludomed.ca. -
Through Our Website:
Visit the "Customize Your Project" section, select your options, complete the required fields, and click "Add to Cart." The shopping cart will calculate shipping based on your address and apply any applicable taxes (for Canadian customers). -
By Email:
Email us directly at info@ludomed.ca. This is our preferred method, as customizing a product often requires precise details to ensure it meets your exact specifications.
What are the fees associated with Customization?
Once our production team reviews your custom order, you will receive an email with a quote. Custom orders placed via the website will automatically disclose the price.
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How soon will I receive my order?
Lead times fluctuate based on current inventory and the quantity being ordered. Typical turnaround time is an estimated 2-3 weeks from order placement. However, due to supply chain restrictions associated with COVID-19, manufacturing lead times could be longer.