FAQ

If an error message appears when you click on your tracking number, your order is still waiting to be processed by the delivery company. We suggest that you check again on the next business day. Your package will have been processed and the tracking number will appear.

Good news! We offer free shipping on orders of $49 or more before taxes.*

For purchases less than $49, you can estimate the delivery fee directly in your shopping cart.

* Subject to change without notice. Additional fees for heavy or cumbersome items may be applicable for some items (for example, litters). If applicable, they will be listed in your shopping cart’s order summary.

All Cuddle Club members can have their orders delivered to any of our stores free of charge.

Choose this option under the “Delivery method” tab.

All our orders are now delivered through Nationex. Please note that some remote areas are unfortunately not served at the moment.

For all our Cuddle members, you can opt at any time for free delivery in store and pick up your order at the branch you have selected.

We know you’re excited to receive your order, and that’s why we send it as soon as we can!

If you chose Canada Post or Nationex as your shipping method, you can expect to receive your package between 3 and 5 working days! Please note that web exclusive products may take 5 to 10 business days for delivery.

Home delivery times, Montreal and Laval:

Courrier Plus is the exclusive carrier for these two regions. The delivery time is 4 business days for orders placed before 5 p.m., Monday to Friday. You can validate whether your address corresponds to a served area in the "Payment method" step.

 

Home delivery times, other regions:

Nationex: the delivery time is 5 to 7 business days.

Canada Post: the delivery time is 7 to 9 business days.

 

Exceptions to home delivery times for all regions: online exclusive products may take 7 to 15 business days for delivery.

If you live in Ontario or Quebec, the package will be left at the building’s entrance.

Residential address: at the front door, on the side, or on the balcony.

Apartment building: in the foyer, at the building’s entrance, or in an Expedibox.

The driver is responsible for ringing the doorbell to notify you of the delivery. Out of courtesy, deliveries may be made at any time of day. However, we will not ring the doorbell before 8 a.m.

Some regions are excluded from our shipping territory, such as some northern regions. Please refer to our shipping policy to make sure that your postal code is part of our shipping areas. 

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 or Courrier Plus. You can, during your transaction, add a personalized note to the deliveryman, for example, where to deposit the parcel in case of absence.
• Your package will be sent to the post office associated with your address if you choose delivery via Canada Post.

The major difference  in regards to delivery is if you are absent from your home. Nationex and Courrier Plus 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 certain delivery methods may be available for delivery to your home.

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).

This indicates that the billing address provided in the payment information section does not correspond to the address associated with your credit card.

These addresses must be identical to complete the order.

Please note that the delivery address can differ from the billing address.

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

You sure can! In store only, Cuddle 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.

Please see our return policy for full details. 

When the message Available in store/check availability appears and you are unable to place a given item in your shopping cart, that means that the item is unavailable at our distribution centre for an unspecified period.

We suggest you choose a different size, colour or flavour.

Given the current situation, it is difficult to specifically determine when the product will be available.

For advice on choosing a replacement product, please contact Customer Service by clicking on the following link:

www.mondou.com/en-CA/contact-us

 

Once your order leaves the warehouse, you will receive a confirmation email, and the Cuddle Club points will be credited to your Cuddle Club card.

 If you have any questions about ordering online, please contact our online order help line by calling 1-877-557-5317 or 514-322-5317.

It would be a pleasure to respond to your questions. Mondou customer service is available at our toll-free number 1-855-411-5300; or by our contact form.

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 at our toll-free number 1-855-411-5300; or by our contact form. 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 Cuddle Club account. You can also contact customer service by phone at our toll-free number 1-855-411-5300; or by our contact form