FAQ

Delivery

Good news! We offer free shipping on orders of $79 or more before taxes for everyone!

For purchases less than $79, please use the delivery fee calculator tool available in your shopping cart.

These fees only appear because one or more of your items are very large in size or quantity. There is a surcharge for heavy or cumbersome items.

We know you’re excited to receive your order, and that’s why we send it as soon as we can! You can expect to receive your package between 1 and 3 working days!

If you live in Ontario or Quebec, we will deliver to your door! Some regions are excluded of our shipping territory, such as the Québec far north. To validate the eligibility of your zone for delivery, please send us an e-mail with your zip code at this address : 

supportweb@mondou.com

There are two possibilities according to the chosen method of delivery:
  • Your package will be left on your doorstep if you choose delivery via Nationex;
  • Your package will be sent to the post office associated with your address if you choose delivery via Canada Post.

The major difference is in regards to delivery if you are absent from your home. Nationex will leave the order on your doorstep while Canada Post will bring it to the post office servicing your address. Please note that for some areas, only Canada Post is available.

You sure can! The moment the package leaves our warehouse, you receive an email indicating the tracking number for your order. Simply click the number to track your package.

We can deliver almost any product listed, with a few exceptions (these will be indicated on the product info).

Payment method

We accept Visa and Mastercard. No other credit cards are accepted.

You sure can! In store only, Câlin points are accepted as a method of payment equivalent to cash.

Visa and Mastercard prepaid cards are accepted on our online store.

The amount will be charged to your account when your order is packaged at the warehouse, meaning within a maximum of 24 hours after your purchase is confirmed, or the Monday following your order if you submit it over the weekend.

Unfortunately no. Only Mondou promotional codes will be honoured.


What is Mondou’s return policy?

If for whichever reason the item you have purchased is not satisfactory, Mondou can reimburse you.


In order to obtain a reimbursement, all items must be in their original state, with all original labelling, and must be considered by Mondou as having not been used or damaged.


Items purchased online may be returned :

  1. In person at one of our store
  2. To the Mondou warehouse via Canada Post to 10400, rue Renaude-Lapointe, Anjou (Quebec), H1J 2V7


Items that can be returned as per the following:

  • Returned items must be received by Mondou within 30 days following the date of receipt;
  • The reimbursement will be made in the name appearing on the card used in the initial transaction;
  • Delivery fees apply to returned items, save if the product is defective or damaged or if the wrong item was sent;
  • No item marked ‘‘Final Sale’’ may be returned;

For hygiene reasons and for the protection of our customers, the following products may not be returned or exchanged:

  1. Litterbox accessories;
  2. Toiletries (brushes and combs);
  3. Cleanliness training products;
  4. Bowls and drinking troughs;
  5. Cages for the home and for travelling;
  6. Collars and leashes;
  7. Nail clippers;
  8. Cushions, beds and covers;
  9. Toys;
  10. Muzzles and harnesses;
  11. Clothes and boots;
  • No returns or exchanges will be permitted after the authorized return period.

Items returned or exchanged without the purchase receipt

Items returned or exchanged without a purchase receipt will be reimbursed in the form of a store credit in the amount indicated below. Your name, address and telephone number will be required for verification purposes. You may also be asked to provide a piece of photo identification.


Returns made in store will be processed immediately. Returns made via Canada Post will be processed within a period of approximately 7-10 business days following the date the returned items were received.


Please contact us with any questions.

General Questions

It would be a pleasure to respond to your questions. Mondou customer service is available Monday to Friday, from 8:00am to 5:00pm, or at our toll-free number 1-855-411-5300; or by email at serviceclient@mondou.com.

You no longer wish to receive information on promotions and special offers? If you are sure, simply follow the link at the bottom of the page.

Are you sure you entered the correct email address and password? If you continue to have trouble connecting, contact customer service by phone, available Monday to Friday, from 8:00am to 5:00pm, or at our toll-free number 1-855-411-5300; or by email at serviceclient@mondou.com. We’ll be happy to help!

These things happen! To access your account, you can have a temporary password sent to the email address associated with your Câlin account. You can also contact customer service by phone, available Monday to Friday, from 8:00am to 5:00pm, or at our toll-free number 1-855-411-5300; or by email at serviceclient@mondou.com