Frequently Asked Questions

Returns and Warranty

We will gladly accept your hair extensions back for a full refund or exchange, within 14 days of receiving, so long as they are unopened with the original hygiene seal intact. Due to hygienic reasons, once the package has been opened, the hair becomes final sale. For hygiene reasons, hair accessories and supplies are final sale.

View our full return policy here

While we provide the highest quality hair extensions on the market, we understand that manufacturing defects occasionally can and do happen. We are proud to stand behind the quality of our product and offer a 6 month manufacturers warranty.

Except as otherwise provided herein, Philocaly Hair extensions come with alimited, six (6) month warranty against manufacturing defects, effective from the original invoice date. Claims that are made outside of 6 months will be rejected. Merchandise claimed as defective must be returned within 30 days of requesting an RA. The sole determination of whether the product has a valid factory defect will be made by our Quality Control staff. Upon review, Quality Control’s decision on a defective claim will be communicated to the distributor.

This limited warranty does not extend to non-manufacturing defects, including:

- Defects resulting from physical damage of the product by customer

- Defects resulting from the improper use of the product (e.g., lifting, colouring or treating the extensions or cutting the adhesive tabs or hand tied wefts)

- Defects resulting from attempts to repair or modify the product

- Improper application of Philocaly Hair Extensions product

- Specialty colours are subject to fading. Fading on specialty colours will not be considered a manufacturer defect for warranty purposes. Specialty colours include but are not limited to rooted, highlighted, red and silver shades.

- Except as expressly stated above, Philocaly Hair Inc. disclaims all other warranties of any kind, including but not limited to any express warranties, statutory warranties and any implied warranties of merchantability, fitness for a particular purpose, and non infringement. Under no circumstances will Philocaly Hair Inc. be liable or responsible for any direct, indirect, incidental, consequential (including damages from loss of business, loss profits, litigation or the like), special, exemplary, punitive, or other damages, under any legal theory, arising out of or in any way relating to the product or the use of the product. 

View our full warranty policy here

If you believe you have a defective batch of Philocaly Hair, please email pictures along with the order # to so we can begin the investigation process. Please note that any claims placed beyond 6 months after the original date of purchase will be declined.


Orders placed before 12 MST will ship same day, excluding weekends and staturory holidays. If orders miss the cut off, they will ship the next business day.

We proudly offer expedited shipping and tracking on all orders. Expected delivery times are as follows:

Canada: 1-2 business days

United States: 2-3 business days

United Kingdom: 3-4 business days

Europe: 3-4 business days

Australia + Rest of World: 3-4 business days

Please note that Philocaly is not responsible for shipping delays caused by carriers.

While we use the fastest shipping options available, sometimes shipping delays do occur based on customs control, weather and other shipping carrier related issues that are beyond the control of Philocaly. Please follow the steps below:

1. Please track your order by logging into your Philocaly account > My Orders > Track order

2. If you have questions regarding the shipping information provided, please contact the shipping courier used for your order (You will be able to see the provider used when you click on your tracking link).

Philocay has access to the same shipping information as you see when you click the tracking link. If you do believe your package is lost, you will need to place a claim with the shipping provider. Philocaly is not responsible for lost packages.

Philocaly proudly provides worldwide shipping from Calgary, Canada. Shipping fees are calculated at checkout.