Shipping policy

SHIPPING AND DELIVERY POLICY

Last updated: April 30, 2026

At Alcyon, we prepare each order with care, thinking of the person who'll receive it. Here's how it works.

Preparation time

Once your order is placed, we generally prepare it within 4 to 7 business days (Monday to Friday, excluding holidays). You'll receive an email with your tracking number as soon as the parcel leaves our warehouse.

Summer season (May to September): our orders are shipped from our facilities in the Îles de la Madeleine. It comes from far away, but it's worth the wait. Please allow a few extra days for delivery.

Holiday season (November and December): these are our busiest months of the year. We suggest ordering early to avoid delays. Our team works at full capacity to prepare orders quickly, but once the parcel is handed over to the carrier, delivery time is no longer up to us.

Shipping fees

We ship within Canada only. Our site does not offer delivery outside of Canada. Fees vary based on destination and order amount.

Within Quebec:
$9.95 for orders under $75.00 (before tax)
Free shipping for orders of $75.00 and more (before tax)

Elsewhere in Canada:
$12.95 for orders under $75.00 (before tax)
Free shipping for orders of $75.00 and more (before tax)

Remote areas

For some very remote regions (Northern Quebec, Nunavut, communities served only by air, etc.), actual shipping costs may exceed our standard rates. If this is the case for your order, we'll get in touch before shipping to share the actual costs and confirm whether you'd like to proceed. No order is shipped at extra cost without prior agreement.

In-store pickup at our shop in the Îles de la Madeleine

From May 1 to September 30, you may choose to pick up your order directly at our shop in the Îles de la Madeleine, free of shipping fees. Select the "In-store pickup" option at checkout.

Important: please wait for our confirmation email before coming by. We'll write as soon as your order is ready, including the current shop hours.

Off-season (October 1 to April 30), in-store pickup is not always available. It depends on our team's availability. To attempt an off-season pickup, please email us at info@alcyonsel.com before placing your order to check feasibility.

No other pickup or delivery options

Order pickup is only possible at our shop in the Îles de la Madeleine, during summer season. We do not offer any other pickup option elsewhere in Quebec or Canada, and we do not offer hand-delivery to homes.

Confirmation and tracking

Once your order leaves our warehouse, you'll receive an email with the carrier's tracking number. This number lets you follow your parcel until delivery. An automatic email is also sent when the parcel is marked as delivered by the carrier.

Make sure to enter the correct email address at checkout, as that's how all our communications come through. If you don't receive a shipping email within 7 business days of your order, write to us at info@alcyonsel.com.

Delivery address

It is the customer's responsibility to provide a complete and accurate delivery address at checkout, including apartment, suite, or unit number where applicable. An incomplete or inaccurate address may cause significant delays, an undelivered parcel, or a return to sender. Some parcels even come back to us several months after they were shipped.

While a parcel is still in the carrier's hands, we have no way to step in: we have to wait until it physically comes back to us before we can act.

Once the parcel is back with us, we contact the recipient to let them know. Two options are then available:

Reshipment to a corrected address: fees apply ($9.95 for Quebec, $12.95 for the rest of Canada), even if the original order qualified for free shipping.

Order cancellation: the value of the products is refunded, but the original shipping fees are not (they were already paid to the carrier).

If we don't hear back within 30 days of our notice email, the order is considered abandoned and no refund or reshipment can be offered.

Carrier delays

Once the parcel is handed to the carrier (mainly Canada Post), delivery time is no longer up to us. As a guideline:
Within Quebec: 2 to 5 business days after shipping
Elsewhere in Canada: 5 to 10 business days after shipping

These delays may be affected by circumstances beyond our control (weather, strikes, high-volume periods, carrier operational issues). We cannot be held responsible for delays caused by the carrier.

Damaged or lost parcel

If you receive a visibly damaged parcel, or if your tracking shows "delivered" but the parcel hasn't arrived, write to us at info@alcyonsel.com within 7 days of delivery. After that window, we unfortunately can't process the claim, as carriers themselves apply strict time limits for investigations. Describe the issue and include photos. We take every case seriously and will find the best solution. Full details are described in our Return Policy.

Heat-sensitive products

Our chocolates are sold online only during cooler months, roughly from October 1 to April 30. We do not ship them during summer to preserve their quality. During the summer season, these products remain available at our shop in the Îles de la Madeleine.

A question?

Write to us at info@alcyonsel.com. We're a small team and the volume of emails is high, especially in peak season. Thank you for your patience and your kindness, it means a lot, and we'll get back to you as soon as we can.