Delivery Policy
Last updated: July 5, 2026
This policy explains the processing, shipping and delivery conditions applicable to orders placed on the Cosmo Lyo online store.
We prepare each order with care to protect the integrity of the freeze-dried products during transport. Delivery times and costs may vary depending on the destination, order contents, package weight, selected delivery service, and peak periods.
1. Delivery territory
The delivery options available for an order are presented at checkout, based on the delivery address provided by the customer.
Some remote, rural or hard-to-reach destinations may be served by a limited number of carriers or result in delays and additional charges.
If no delivery option is automatically offered for a given address, the customer can contact our support service to check the available possibilities.
2. Order processing time
The usual order processing time is 24 to 48 business hours.
Working hours generally exclude:
- Saturdays and Sundays;
- public holidays;
- the announced closure periods;
- exceptional situations beyond our control.
The processing time begins when:
- The order has been successfully transmitted;
- The payment has been authorized;
- the required information is complete;
- The products are available;
- No further verification is required.
An order received in the evening, during the weekend or on a public holiday normally begins to be processed the next working day.
3. Difference between processing and delivery
The processing time of 24 to 48 business hours corresponds to the time required to prepare, check, pack and hand the order over to the carrier.
It does not include the transit time required after the package is picked up by the carrier.
The total time before receipt therefore includes:
- the order processing time;
- the transport time to the delivery address.
Shipping times vary depending on the destination and available service. Any estimate provided at the time of ordering remains an estimate and not an absolute guarantee, unless otherwise stated in writing.
4. Calculation of delivery costs
Delivery charges are calculated and displayed in the payment interface before final order confirmation.
They may depend in particular on:
- of the delivery address;
- the weight and dimensions of the package;
- the number of products ordered;
- of the carrier or service available;
- supplements applicable to remote areas;
- current promotions.
The customer can view the applicable fees after adding their products to the cart and entering their delivery address.
The fees displayed before order confirmation are the fees applicable to this transaction, unless there is a manifest error or a modification requested by the customer.
5. Free delivery
A free delivery promotion may be offered when the qualifying value of the order reaches the minimum threshold in effect at the time the order is placed.
Normally, this threshold is usually at over 100 $, but it can be modified according to promotions, marketing campaigns, destination, type of products or conditions displayed in the store.
The applicable threshold is the one indicated in the shopping cart or at the checkout at the time of the transaction.
Free delivery:
- is not necessarily offered for all destinations;
- may exclude certain remote areas;
- may be limited to certain transport services;
- may require the use of a promotional code;
- may be modified or withdrawn at the end of a promotion.
It is recommended to check the promotional campaigns, shopping cart and payment page to find out the applicable conditions.
6. Order Confirmation and Tracking
After submitting an order, the customer normally receives a confirmation at the email address provided.
When the delivery service allows it, a tracking number or link can be provided after shipment.
Tracking may take some time to be activated in the carrier's system. A temporary lack of updates does not necessarily mean the package has not been shipped.
7. Accuracy of the delivery address
The customer is responsible for providing a complete and accurate address, including:
- the recipient's name;
- the civic number;
- the name of the street;
- the apartment, office or unit number;
- the city;
- the province;
- the postal code;
- a valid phone number or email address, when requested.
Cosmo Lyo cannot guarantee that an address can be changed after order confirmation.
The customer must contact our support service as soon as possible when a correction is needed.
Additional charges may apply when a package needs to be reshipped due to:
- of an incorrect or incomplete address;
- of a missing unit number;
- of an unjustified refusal to deliver;
- of an unclaimed package;
- due to an error in the information provided by the client.
8. Modification or cancellation before shipment
A request for modification or cancellation must be submitted as soon as possible.
We will attempt to process your request as long as the order has not yet been prepared or handed over to the carrier. However, we cannot guarantee that a modification or cancellation will be possible after processing has begun.
Once the order has been shipped, it is subject to the applicable delivery, refusal, return and refund rules.
9. Delivery delays
Delays may occur due to circumstances beyond Cosmo Lyo's control, including:
- weather conditions;
- disruptions at the carrier;
- periods of high traffic;
- public holidays;
- road or logistical problems;
- errors or processing delays in sorting centers;
- service interruptions;
- events of force majeure;
- an incomplete address or one that is difficult to locate.
When tracking indicates a delay, the customer should first consult the information provided by the carrier.
Our team can also help check the status of the shipment, but it does not directly control the carrier's operations or delays after the package has been picked up.
10. Package marked as delivered, but not found
When a package is marked as delivered but cannot be located, the customer should:
- check around the entrance, garage and safe areas;
- check with the other occupants of the address;
- check with reception, concierge or immediate neighbors;
- check delivery details and any photographs provided by the carrier;
- wait until the end of the day, since some scans may be performed before the final submission;
- communicate with the carrier;
- Then contact Cosmo Lyo if the package remains untraceable.
An investigation may be opened with the carrier. The timeframe and conclusions of this investigation are determined by the carrier.
11. Package lost during transport
A package can be considered lost when it is not delivered within a reasonable time and the carrier confirms its loss or lack of progress.
Once the loss is acknowledged, Cosmo Lyo may, depending on the situation:
- ship a replacement order;
- offer an equivalent product with the customer's agreement;
- refund for products not received;
- Await the conclusion of the carrier's investigation before making a final decision.
The client must cooperate with any reasonable verification required for the investigation.
12. Package damaged during transport
The customer must inspect the box and its contents upon receipt.
Any apparent damage, compromised packaging, missing product or visible error must be reported within a maximum period of 72 hours after delivery.
The customer should retain:
- the shipping box;
- protective equipment;
- the carrier's label;
- the products concerned;
- damaged bags and packaging.
Photographs of the package, shipping label, inside of the box and products may be requested.
Damaged products are handled according to our refund and return policy. A replacement is normally offered as a priority when a claim is accepted.
13. Protection of freeze-dried products
Freeze-dried products are sensitive to moisture and excessive heat.
After delivery, they must be:
- stored at room temperature;
- protected from moisture;
- kept away from a heat source;
- kept in their tightly sealed packaging;
- handled with care to minimize breakage.
Prolonged exposure to heat can alter the texture, appearance, or shape of some freeze-dried candies. Humidity can also cause them to lose their crisp texture.
Cosmo Lyo cannot be held responsible for deterioration attributable to inadequate storage conditions after delivery.
14. Delivery during periods of heat or cold
Extreme weather conditions may temporarily affect the transport or appearance of certain products.
The customer is responsible for promptly collecting the package after delivery and avoiding leaving it unattended for extended periods:
- in the sun;
- in a vehicle;
- in an outdoor mailbox;
- on a balcony;
- near a heat source;
- in a very humid place.
When a customer plans to be absent, they should make the necessary arrangements for someone to collect and store the package promptly.
15. Refusal of delivery and unclaimed package
A package refused without valid reason or unclaimed may be returned to Cosmo Lyo.
The following expenses may then be deducted from any refundable amount, subject to applicable laws:
- the initial delivery costs;
- the return shipping costs charged by the carrier;
- return shipping costs;
- other reasonably incurred expenses.
Food products whose integrity or storage conditions can no longer be guaranteed may not be eligible for a refund.
16. Orders containing multiple products
An order may exceptionally be shipped in more than one package.
In this case :
- Parcels may be delivered at different times;
- Multiple tracking numbers can be transmitted;
- Part of the order may arrive before the other.
The customer must verify the shipping information before reporting a missing product.
17. Availability and stock shortages
Despite our efforts to keep inventory up to date, a product may become unavailable after an order has been submitted.
In this situation, Cosmo Lyo will be able to:
- communicate with the client;
- to offer an equivalent product;
- ship other available products;
- refund the unavailable product;
- await restocking with the customer's agreement.
18. Commercial and B2B Orders
Commercial orders, bulk orders, cases and orders made from a B2B account are subject to this policy, unless a specific written agreement provides for different terms.
Preparation times may vary depending on:
- the ordered volume;
- stock availability;
- the preparation of pallets or crates;
- the client's specific requirements;
- the selected commercial carrier.
When a different timeframe is required for a commercial order, this can be communicated to the customer before shipment.
19. Additional taxes, duties and charges
Applicable taxes are calculated according to the information available at the time of the order.
When additional charges are required by a carrier, authority, remote destination or special delivery condition, they may be communicated to the customer before order confirmation or shipment.
20. Refund and Return Policy
Claims related to a damaged, defective, missing or non-compliant product are handled in accordance with Cosmo Lyo's refund and return policy.
No product should be returned without prior authorization.
21. Guarantees and applicable rights
This policy does not limit the rights and remedies available to the consumer under applicable laws.
If a provision of this policy conflicts with a legal obligation, the legal obligation shall prevail.
22. Policy Amendment
Cosmo Lyo may modify this policy to reflect changes in its practices, carriers, promotions, delivery territories, or legal requirements.
The applicable version is the one published at the time of the order, subject to the rights provided by law.
23. Contact us
For any questions regarding the preparation, shipping or delivery of an order, please contact our support department:
Customer support service
E-mail : soutien@cosmolyo.ca
Please include your order number and relevant information so that we can respond to you effectively.