Our shipping department is open Monday to Friday 9am – 2pm MST. Please note that packages are shipped on business days only. We proudly offer expedited shipping and tracking on all orders. Orders placed after 12pm MST are processed the following business day. Orders are not processed on the weekend or statutory holidays.

Philocaly proudly provides expedited and tracked worldwide shipping. Delivery times and rates vary based on country

Philocaly proudly provides expedited Canadian shipping. Please expect the following timelines:

Major centres across Canada: 1-2 business days

Maritimes & rural areas: 2-3 business days

Philocaly proudly provides expedited and tracked worldwide shipping. Delivery times and rates vary based on country. Please reference our estimated guidelines below. 

United States: 1-3 business days. Major centres receive 1-2 day delivery and rural areas take between 2-3 business days.

United Kingdom: 2-3 business days

Europe: 2-3 business days

Australia + Rest of World: 3-4 business days

Your order may be subject to import duties and taxes. Philocaly is not responsible for any duties/taxes applied to your package. Customs policies vary widely from country to country; please contact your local customs office for further information. By law, Philocaly must declare all items at their full price and cannot alter this amount to decrease international custom fees.

If you refuse a shipment from Philocaly, you are responsible for the original shipping charges, any import fees that are incurred on the package, and the cost of returning the package to Philocaly. This amount will be deducted from your merchandise refund. In the instance, the return fee exceeds the amount of the merchandise plus shipping costs, the package will be abandoned and you will not be refunded.

Once your order ships, Philocaly will send you a tracking link via email.

You can also track your order by:

-Logging into your Philocaly account.

-Going to “Order History”.

-Clicking on the tracking number to see the status of your package.

If your order hasn’t shipped yet, you may be able to cancel or make changes within 20 minutes of placing it. Please contact Philocaly Support immediately. After this window or once the order has been processed, you’ll need to return the item in accordance with our return policy to receive a refund or exchange.

We work exclusively with reliable, trusted shipping carriers to ensure your order arrives safely and on time. However, shipping issues can and do happen, and once your package leaves our facility, it is in the hands of the carrier. For this reason, Philocaly does not accept liability for lost or damaged packages unless Package Protection is selected at checkout.

Adding Package Protection is the only way to receive 100% coverage for your order in the event of loss or damage during transit. Please note, this protection does not cover theft if tracking shows the package was delivered.

While our carriers include limited insurance, coverage is capped at $100 and does not guarantee full reimbursement for high-value orders. If Package Protection is not selected, it is the customer’s responsibility to report and file claims for lost, stolen, or damaged packages directly with the shipping carrier.

If you did purchase Package Protection, please contact us directly at hello@philocalyhair.com and our team will assist you with the claims process.

We strongly recommend selecting Package Protection at checkout for full coverage and peace of mind.

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.

There are no restocking fees on returned items. The original shipping charge is non-refundable. The customer is responsible for return shipping charges. 

To begin the return process, please follow these steps:

Fill out our return and exchange request form.

Enter your order number and email address that was used to place your order in the designated fields and click Look It Up.

Follow the on-screen instructions and select the items you wish to return or exchange.

You will receive a confirmation email with detailed shipping guidelines.

If you need any further assistance, feel free to reach out to us!

Your return is your responsibility until it gets back to Philocaly Hair Inc., so please ensure you use a reliable shipping provider and method. If you are returning your hair from outside of Canada, you must write "Returned item- No duties" on your customs form, otherwise your item will be sent back to you.

Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund. This process takes 1-2 business days.

- If you are approved, your refund will be processed, and a credit will automatically be applied original method of payment, within 10 business days.