Shipping policy

Shipping policy

At A&Y – À Cœur d’Enfant, every order is prepared with care. We do our best to give you a simple, clear and reassuring delivery experience, backed by attentive and responsive customer service.

Free standard shipping from $75 in Québec and from $100 elsewhere in Canada

Standard shipping is free when the item total reaches $75 for an address in Québec, or $100 for an address elsewhere in Canada, after applicable discounts, before taxes and shipping fees. Yukon, the Northwest Territories, Nunavut and some remote regions (Côte-Nord, Gaspésie, Îles-de-la-Madeleine, Nord-du-Québec and Labrador) are excluded from this offer. Express services remain paid options. Below these amounts, and for the territories and remote regions, the available rates are calculated at checkout. For small, light orders (for example one to three bibs or a hat), an untracked Canada Post light envelope is also offered at $5 or $7 depending on weight. We currently ship within Canada only. The preparation times and pre-order conditions below continue to apply.

Processing times

Items in stock at A&Y are prepared quickly.

  • Preparation time: 24 to 48 business hours
  • Confirmation email sent as soon as your order ships
  • Tracking information provided when available

Customer service – response times:
We generally answer requests within 24 to 48 hours. During busier periods (launches, promotions, holidays), this may be slightly longer, but every message is handled with care.

Local delivery and pickup in Montreal

In Montreal and the surrounding area, in Laval and on the North Shore as well as the South Shore, local delivery is made the same day or within 24 to 48 hours, depending on eligible addresses, the time of the order and product availability. The options available for your address are shown at checkout.

Pickup is by appointment only, once your order is ready, at our administrative address: 2600 Cavendish Boulevard, Montreal, Quebec H4B 0A8. No store is open to the public. Details on the Delivery and pickup page.

Pre-orders

Some products may be offered for pre-order, notably when new collections launch.

  • The shipping date or period is shown on the product page
  • Timelines are estimates and may vary
  • Possible variations due to: production, international transport, customs clearance and other factors beyond our control.

If your order contains both in-stock and pre-order items:

  • Items may be shipped separately
  • This lets us send you the available products sooner

Customer support:
If you have any doubt about the status of your pre-order, our team can confirm the state of your order and the estimated timelines within 24 to 48 hours.

Products from our partners

A&Y also offers products from carefully selected partners.

  • Some items are shipped directly by the partner
  • Timelines and carriers may vary by product
  • Shipping locations may differ

In some cases:

  • An order may be split into several packages
  • No additional fees are applied (other than the fees shown at checkout)

Tracking and assistance:
If you have questions about a product shipped by a partner, we act as the intermediary and follow up with them to give you a clear answer as quickly as possible.

Delivery times

The timelines shown at checkout are estimates.

  • They start after processing and shipping
  • They may vary by carrier

Delays may occur in the following cases:

  • Periods of high demand
  • Public holidays
  • Severe weather conditions
  • Customs clearance

In case of a delay:
If your package seems delayed, contact us. We check the situation with the carrier and keep you informed of progress within 24 to 48 hours.

Delivery address

Please check your address before completing your order.

  • The address must be complete and accurate
  • If there is an error, contact us quickly
  • We will try to correct it before shipping if possible

Important:
Once the order has shipped, we can no longer change the address, but we will help you find the best possible solution with the carrier.

Packages marked as delivered

If your tracking shows a delivery but you have not received anything:

  • Check with the members of your household
  • Check with your neighbours
  • Check your mailbox or drop-off point
  • Contact the carrier

If the package is still missing:
Contact A&Y as soon as possible. We open an investigation with the carrier and support you through all the necessary steps.

  • Response time: 24 to 48 hours
  • Regular follow-up until the case is resolved

Our goal is to support you fully until the problem is resolved.

Our commitment

Transparency, trust and customer service are at the heart of our business.

  • We inform you of any significant delay
  • We answer your messages within 24 to 48 hours
  • We support you at every step of your order
  • We follow up on delivery problems until they are resolved

For any question, contact A&Y – À Cœur d’Enfant. We are always happy to help and to support you with care.

Thank you for supporting A&Y. Every order is precious to our small business. 🤍