Customer Service

Frequently Asked Questions

Where is my order?

Please log in to track your order. Go to My Account > Order History. If the status says "In Progress", we are packing your order. If it says "Shipped", your order is on the way, and you may track your order with the tracking number emailed at the carrier's website.

How do I return or exchange my order?

Simply return the container, even if it's completely empty, within 30 days of receipt of your order. We will refund the entire purchase price less shipping and handling. Or, you may ask for an exchange.

Is shopping at safe and secure?

Any credit card information you enter on is securely encrypted by industry-standard protocol, SSL (Secure Sockets Layer). Forila uses SSL to communicate with secure browsers like Internet Explorer, Firefox and Chrome. These browsers encrypt your credit card and personal information in a way that makes it extremely difficult for anyone to intercept and misuse during transmission between your computer and our server.

Do you offer express shipping?

Yes. Click here for detailed shipping information.

Shipping Information

Free Standard Shipping: On orders over $50 (excluding taxes, shipping and handling fees).

Same Day Shipping: All orders placed before 2 PM PST are shipped the same business day.

We ship orders from Richmond, BC, Canada. Standard shipping takes 1-8 business days and Express 2-Day shipping takes 2-3 business days. Overnight Express is also available. Please note that business days do not include Saturdays, Sundays, national and BC holidays.

For international orders, we may use EMS Xpresspost, FedEx or other carriers to deliver international express shipments. The total transit time varies from country to country, ranging from 4 to 15 days.

Please click here for detailed shipping information.

Sales Tax

There is NO sales tax for USA and international shipments. Effective on April 1, 2013, orders shipped to Canadian addresses are subject to the following GST or HST, and PST.

Provinces or Territories GST/HST/PST
Alberta, Manitoba, Quebec, Saskatchewan, Yukon, Northwest Territories, Nunavut GST 5%
British Columbia GST 5% + PST 7%
New Brunswick, Newfoundland and Labrador, Ontario HST 13%
Prince Edward Island HST 14%
Nova Scotia HST 15%

Please note: During checkout, Canadian customers should choose their province or territory from the Province/State drop-down menu to ensure that the sales tax is calculated correctly. If the province or territory is not correctly selected, we will manually adjust the order so the correct amount of tax is charged.

Money Back Guarantee

Try Forila risk free. If you don't think our hair fibers are as effective as we've said they would be, simply return the container, even if it's completely empty, within 30 days of receipt of your order. We'll refund the entire purchase price less shipping and handling, no questions asked. Please click here for details.

Online Security

Ordering from is safe and secure. is concerned about the safety and security of our customers. Accordingly, we have put a number of technological protections in place to ensure that the ordering process is completely safe and that your information is secure.

When you provide with any information, it's done on our secure server. One of today's most advanced security systems — Secure Socket Layers (SSL) — encrypts all information you provide before sending it to our own server. Only when it reaches our servers is your information decrypted. uses VeriSign SSL certificates, the world's leading Internet security technology, to secure our site and protect any information that you send us over the Internet.

We also employ McAfee SECURE™ to keep our site secure and ensure that all transactions and communications remain safe and protected. McAfee, the world's largest security technology company, offers state-of-the-art solutions to defend consumers and shield businesses from fraud, phishing scams, spyware, malicious websites and more.'s McAfee SECURE™ certificate confirms that our website has passed McAfee's thorough, daily security scans, protecting you from links to dangerous sites, personal information vulnerability and other online threats.