Help Center

Ordering and Payment

 

How do I place an order?

 

US and Canadian Customers

 

  • Order over email: info@ludomed.ca. This is a preferred option when PO submission is required.

  • Order through our website. You only need to click on your choice and click the Add to Cart button. Our shopping cart will automatically add the shipping based on your address and add any applicable taxes (Canadians only).

  • Order on the phone: +1-450-2678473 to speak to a Ludomed representative.

 

International Customers.

  • Order over email: info@ludomed.ca. This is a preferred option when PO submission is required.

  • Order through our website. You only need to click on your choice and click the Add to Cart button. Our shopping cart will automatically add the shipping based on your address.

  • Contact your local Ludomed distributor. For more information, visit the section Distributors.

How do I check my order status?

You'll receive an email after the order is placed and when your items have shipped. In addition, we will include Tracking information in the email to track 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.

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.

What are payment terms?

Our company's terms are 100% prepayment. Net 30 days with established credit only.

 

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 depend on your zip code (US and Canada) or country of destination (International) and which products are being shipped. Shipping charges will always be disclosed at the checkout.

Can I ship the order on my own courier account?

Yes, we can make special arrangements should you wish to use your courier account. Let us know when you place your order.

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.

What if I have a deadline?

We understand that you may have short deadlines, but we have quick lead times as a manufacturer. So let us know when you place your order, and we will accommodate your request.

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

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.

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.

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.

Are the size charts unisex?

Yes, there is no difference between sizes for males and females except for Baboon monkey jackets.

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?

  • Order using a customization form. Please fill out the customization forms and submit it to the production team at info@ludomed.ca.

 

  • Order through our website. Please visit the section Customize your project. You only need to click on your choice, fill out the fields and click the Add to Cart button. Our shopping cart will automatically add the shipping based on your address and add any applicable taxes (Canadians only).

 

  • Order over email: info@ludomed.ca. This is a preferred option; customizing a product requires a lot of precision and details to make sure the product meets your 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.

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.