Frequently asked questions

How can we help you?


A question or a hesitation?

Here are the answers to the most commonly asked questions. Find the answer to your question by keyword or topic.

Purchasing & ordering

Can I cancel or change an order?

For any cancellation or modification request after payment has been made, you must contact LeoLudo's customer service by email at Our staff will do everything necessary to respond to your request.

Please note that it will be impossible to cancel or modify an order that has already been shipped.

What happens if an item I ordered is not available?

In the case where one of the article(s) of your order would not be available any more, you will be contacted by a member of the LeoLudo team, via the co-ordinates provided at the time of the order, in order to inform you of it and to offer you alternatives, or to proceed to the refunding.

What to do if an item received is defective, damaged, etc?

Upon receipt of your order, please contact us at with pictures of the breakage or defect so that we can follow up with you as soon as possible.

What to do in case of an error in the order received

Orders are carefully prepared and checked before being sent.

If a human error still occurred during the preparation of your order, please contact us at so that we can quickly correct the situation!


What are the shipping costs?

Quebec and Ontario:
Shipping is free on orders of $75 or more - before taxes, after rebates. Shipping is at a flat rate of $10 for all other orders.

Other Canadian provinces:
Shipping cost of 15$ / Free shipping on orders of 150$ or more.

Northern Territories:
Delivery fee of 20$ / Free delivery on purchases over 200$.

Some oversized items are subject to additional charges. You will be contacted by a member of our team to find an agreement, if necessary.

We only ship to Canada at this time.

What are the delivery times?

Orders are prepared and shipped within 2 to 3 business days of receipt.

Delivery times for Quebec and Ontario are 2 to 3 days after shipment. For the rest of Canada, delivery times are 4 to 10 days.

Please note that these delays may be longer during busy periods such as the holiday season or during promotions.

When will my order be shipped?

We process and ship packages Monday through Friday, excluding holidays.

You will receive a confirmation email as soon as your order has been shipped. However, these emails can sometimes end up in your spam folder.

What are the fees for oversized items?

Some very large or heavy items are subject to a $15 surcharge, except for orders over $200.

A note to this effect is displayed on the page of the items concerned. The total cost of shipping your order including these items will be indicated at checkout.

In case of error in the delivery address

Be sure to check that the shipping address provided at the time of ordering is complete and error-free. If not, contact us as soon as possible to make the correction before the order is shipped. Once the package is in the process of being delivered, we cannot be held responsible for delivery to the wrong address, if it is an error in the address provided.

If the shipping address provided is incorrect or incomplete (e.g. apartment #) and the carrier has to return the package to us without being able to deliver it, an additional fee of $10 will be charged for the second delivery attempt. We will then contact you to obtain the necessary correction.

If it is an error in the sending or by the deliverer, the second delivery will be at the expense of LeoLudo.

Do you deliver to my province?

We deliver to all provinces and territories in Canada.

We do not offer shipping outside of Canada.

For more details, please refer to our shipping policy.

Returns and exchanges

How long do I have to make a return?

You may return or exchange a product purchased online from LeoLudo within 30 days of receiving your order.

For Christmas purchases made in November and December, the return period is extended to February 1.

Under what conditions can an item be returned?

For security and/or hygiene reasons, we cannot accept returns or refunds for products in the following categories

→ Teethers
→ Hygiene products
→ Bedding (if open)
→ Sale items and special orders
→ Assembled or modified items
→ Safety equipment
→ Themed/seasonal items
→ Gift card

If you receive a damaged or defective item, please contact us as soon as possible so that we can find a solution or compensate you.

See our Returns policy for more details.

How do I make a return?

You have 2 options for returning goods:

B) Return at customer's expense
The customer has the option of choosing his own courier service, at his own expense. Simply indicate the order number directly on the package, and send it to us at the following postal address: 9250 Avenue du Parc, unit 222, Montreal QC H2N 1Z2.

C) Return with prepaid label
A prepaid return label can be sent to you by email. Simply print the label and affix it to a shipping box containing the items to be returned. A fee of 12$ (+ taxes) will be deducted from the amount refunded to cover these postage costs.

The customer is responsible for shipping costs (round trip) on all exchanged or returned merchandise, except on damaged or defective items.

Shipping costs are not refundable. If you choose the prepaid return label, a fee of $12 (+ taxes) will be deducted from the refunded amount to cover the return shipping costs.

See our Returns policy for more details.

What is the return shipping policy?

LeoLudo is responsible for the return shipping costs in case of broken or defective goods.

For any other return of an online order or error when entering the shipping address, the customer is responsible for the cost of reshipment.

Shipping costs are not refundable.

See our Returns policy for more details.

When will I receive my refund?

Once we receive and process your return, we will issue a refund within 2 business days on the original form of payment.

Your bank may require additional time to post this transaction to your account.

For more details, please consult our policy Returns.

Promotions and discounts

How do I use my coupon code?

On an ongoing basis, we send our customers and subscribers a discount code for an online purchase. These codes can arrive directly in an email or be shared on our social network pages.

To use these codes, enter them in the "Gift Card or Discount Code" box on the checkout page and click "Apply".

Promotional codes cannot be applied to previous purchases, nor can we issue a price adjustment on purchases made prior to the promotional period.

Why doesn't my promo code work?

There are several reasons why a promotional code may not work. Here are some things to check:

Has the code expired? Most promotions are valid for a limited time.

Is there already a discount applied to the order, or are the items already on sale? Only one coupon can be applied per order;

Are the products in the cart included in the promotion? Sometimes promotions are valid on a limited number of products and/or categories.

Does the discount not apply to specific items in your basket? These brands may be among those that prohibit discount sales of their products.

See the following section ("Promotional exclusions") for a list of brands and items excluded from current promotions.

If you still have problems with a discount code, please contact us and we will be happy to assist you!

Exclusions to promotions

Promotions do not apply to gift cards or previously purchased products. They are applicable on products in stock and at regular price.

Promotions do not apply to gift sets where the price already represents a discount off the total selling price of the included items.

Some brands prohibit retailers from offering discounts on their products. We must therefore exclude these brands from current promotions and discounts:

Cuddle + Kind

This exclusion list is subject to change and update on an ongoing basis.


My order is a gift, can I add a message?

Absolutely! Simply write your message in the notes box on your shopping cart page. Your message will be handwritten on a small card that will be added to your order.

We will also make sure that no price is listed on the packing slip for your order.

✨ Ready to give, ready to delight! ✨

Can I get a gift receipt for a free order?

By default, we only use gift invoices, without displayed prices, for all online orders.

If the recipient of the gift wishes to exchange it, all they need is the order number - no paper invoice is required!

Can I return a gift I received?

Absolutely! All you need is the order number or any other information that will enable us to identify the order.

Everything is computerized and maintained in our system - no need to submit an invoice!

Can I return items that are part of a gift set?

While we cannot offer refunds for items included in a gift set, we will gladly exchange them for other items of equal value that you prefer!

Exchanged items are subject to the same return conditions as individually purchased items: in new condition, in the original packaging.

How long is my gift card valid?

Our gift cards have no expiration date and do not expire. So you can use them at your own pace, without pressure, when you find the perfect gift of your choice!

Any other questions?

Don't hesitate to contact us!

Didn't find an answer to your question, or have a more specific request for information?

If you prefer to talk to us directly, our team will take care of the customers' happiness!