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YOUR QUESTIONS, ANSWERED
As you approach a redefining of what it means to have a great hair day, you may have some questions. We've touched on a number of them below, but as always feel free to reach out to us. Together We Got This!
PURCHASING A Wig
How do I place my order?
How do I place my order?
Thank you for considering a custom-made MadeTrue wig! We’re pleased to offer you two options for placing an order.
1) A MadeTrue Personal Concierge would be happy to guide you through the My Wig Design Profiler or show you how to design a new look for you using the AR-powered Tressing Room.
2) You can choose to work through the Profiler or Tressing Room DIY style. Whichever you choose, when you submit your profile and uploaded photos, or your Tressing Room creation, your custom wig is added to the Shopping Cart for checkout.
Is it possible to place an order over the phone?
Certainly! Just reach out to our Personal Concierge team at 844-623-3878. Someone will be happy to assist you. Please leave a message if a Concierge is unable to pick up your call, and someone will get back to you right away.
CAN I ORDER IN PERSON?
MadeTrue is quickly developing a network of affiliate stylists and salons where you'll be able to order in person, but for the time being please order via our website or by phone.
What’s included with my wig order?
Your beautiful, human-hair wig will arrive customized to your wishes and will be wearable right away. Each MadeTrue wig order includes a wig-specific brush, a stand, a two-level wig case, wig cap, and an easy-to-follow instruction sheet.
Are there any hidden costs like set up or membership fees,
shipping, return shipping costs, etc?
There are no membership fees or anything along those lines. The cost of outbound domestic shipping is included in the price of all wig orders. Accessories orders under $35 incur a flat-rate ground shipping charge of $7.50. Should you choose to return your wig, return shipping fees would be your obligation.
Is shipping included?
Shipping is included for all wig orders shipped to U.S. addresses. Accessories orders over $35 ship via ground for free as well. Accessories orders under $35 incur a $7.50 flat-rate ground shipping fee.
Can I add expedited shipping?
In order to get your wig to you ASAP we typically use 2-day shipping. But if you’d like us to overnight your wig once it’s been created, you will be able to choose that option at checkout, yes.
Do you provide tracking information for my order?
Absolutely. We'll email you tracking information when your order ships.
Is your packaging discreet?
We value your privacy! So when it comes to orders, ours all ship in plain shipping boxes.
Do you ship internationally?
Please check back here for updates on international availability of our products.
Can I change the delivery address after I’ve ordered?
Sure thing! Please call us at 844-623-3878 or email us at email@example.com and we’ll be happy to update your order.
DO YOU SHIP TO P.O. Boxes?
Do you ship to PO boxes? Yes, we can ship to PO boxes.
Do you have a return policy?
We’re committed to connecting each and every customer with a bespoke human-hair wig to their liking. If for whatever reason we’re unable to meet that goal within 30 days from the date of purchase, we offer a full refund.
From the time of ordering, when will my wig arrive?
Your wig will arrive within 10 business days from the order date.
What if I’m not home when it’s delivered?
By default, MadeTrue wig orders ship "signature required." Should you prefer your order be shipped "no signature required" please mention that in the notes area during the checkout process, or let your Personal Concierge know of your preference.
My wig has shipped but hasn’t arrived. What do I do?
We apologize for the delay. If you have tracked your order and the carrier claims it has delivered yet it has not, please be in touch with us (866-853-3561 or firstname.lastname@example.org) so we can troubleshoot the shipment.
Can I fully or partially pay for a friend/family wig?
What a generous thought! We make it possible for friends or family to pay fully or partially for a wig order, In fact we have had friends start GoFund me campaigns to support and we are happy to offer tips for a successful campaign. Please see the GoFundMe section of our Resources page for more information.
Can I donate to MadeTrue?
Thank you for considering a donation! More details about MadeTrue's philanthropic activities will be available at the forthcoming website for the MadeTrue Foundation, where it will be possible to make donations.
How do I purchase a gift certificate?
We are working to incorporate a gift certificate system into the website, currently evaluating different options. For now, should you wish to purchase a wig for someone else, please contact our Personal Concierge team for further assistance (424-346-9424 or email@example.com)
Do you offer any gift wrapping or the ability to add a personalized message?
Yes, you can include a personalized message.
Do you do wigs for men and children?
We are planning to introduce wigs for men and children soon! Thanks for your patience and please stay tuned.
Is there a way I can try on the wig before I purchase?
Given our digital direct model it's not possible to try on wigs before purchase. However, we guarantee that we’ll create you a wig that you’ll love. If for whatever reason we fall short of that goal, we offer a 30-day full refund.
Do you have retail outlets where I can shop in person?
We are developing relationships with salons and prestige retailers. Please check our Resources page for the list.
Do you donate to and/or support any survivor groups?
Do you volunteer in any fight against cancer awareness programs?
The MadeTrue Foundation is the philanthropic counterpart of Made True, Inc. We are excited that we'll be announcing more about the launch of the Foundation soon.
Do you accept PayPal?
Yes, we do offer the option to checkout using PayPal. The button for checking out using your PayPal account is fairly prominent on the checkout page. PayPal offers its members PayPal Credit, which allows purchases to be paid for over a 6-month period with no interest charge if paid in full within the 6-month term.
If checking out using PayPal, you'll see that option. It involves a nearly instantaneous credit check done by PayPal. If approved, you'll click through an acceptance on the PayPal website, then be returned to the MadeTrue checkout process to complete the purchase.
Does MadeTrue have a wholesale program?
Salon owners interested in a partnership with MadeTrue are encouraged to reach out to us at 866-853-3561 or firstname.lastname@example.org.
How can I reach your PR department?
Please email email@example.com
Do you have a referral program?
Great question! We're working on a referral program and hope to announce details soon.
Might my health insurance cover the cost of my wig?
Some health insurance plans will cover or partially cover the cost of a cranial prosthesis. Please see our Resources page for more information and tips about health insurance reimbursement.
Are you PCI compliant?
Can I join your email list?
Please do! You can "opt in" to our mailing list during checkout, or simply send a request to receive our mailings to firstname.lastname@example.org and we'll be sure to add you to our list.
What is your guarantee?
We offer a full satisfaction guarantee and will happily work with you to make sure you're completely delighted with your wig.
What is your Return and Refund policy?
We offer a full refund within 30 days from the order date, and will refund your full purchase amount upon receipt of your returned wig.
Where can I find my purchase information?
Details of your order are provided in an Order Confirmation emails that is automatically sent when your order is placed. Within that email you can also click the "View My Order" button to see your order details on our website.
Help! I forgot the email address I used to place my order.
No problem! Simply contact us at email@example.com or call us at 844-623-3878.
How do I change my address?
Just give us a shout at firstname.lastname@example.org or call us at 844-623-3878.
Help! I forgot my password.
Please email us at email@example.com to request a password reset, ideally from the email address associated with your MadeTrue website account. At minimum please include the first and last name associated with an order, if you’ve previously placed an order with us.
How do I choose the right wig for me?
If you’ve decided a wig is right for you, the next major step would be to determine if you'd like to replicate the way you prefer wearing your natural hair, or try something new. Our Personal Concierge team can be of assistance here, or you can explore looks using our augmented reality Tressing Room.
What does opting to wear a wig throughout treatment mean for me?
It’s a way to feel like yourself as much as possible.
Where can I get a second opinion on whether a wig is right for me?
We will happily speak to your stylist and involve them as well.
Do I have the wig designed to replicate my existing style?
That is entirely up to you! You of course can choose to mirror your existing style, or use the moment to try something completely different. Or both, for that matter.
How will someone other than my stylist know how to cut my style?
The MadeTrue wig-making team is comprised of top stylists as well as expert educators in the areas of cutting and coloring who’ve taught stylists like yours for years. While fully capable of providing you with a wig that meets your expectations working fully independently, our team will also happily consult and collaborate with your stylist if you prefer.
How will the color match?
Our team will match the color based on your My Wig profile or Tressing Room selections and the photos you upload.
Do you contact my colorist for my regular formula?
With your permission we’re happy to discuss your coloring and color formula with your stylist.
I have no idea what color my hair is. How do I complete the My Wig Profile?
One of our Personal Concierges or your stylist can lend a hand here.
Can I forward the link to the My Wig Design Profiler to my stylist to fill out on my behalf?
Of course! Input from your stylist is helpful. We’re also happy to contact your stylist directly, if that’s easier for them.
What if I get tired of the color, can I recolor it?
Some adjustments can be made, such as highlights or lowlights, but we don't recommend changing the base color, as that can be damaging to the hair.
Can I recolor the hair myself using box color?
While it is possible we don’t recommend a DIY approach to recoloring, as there are nuances to coloring a wig and how the hair responds to color.
Will the color fade over time like regular hair?
Yes, it will fade over time, but differently than your own hair because of how it is maintained. We will soon offer a color refresh for your MadeTrue wig.
How does the wig get re-styled after I've worn it a while?
You can give it a go yourself or enlist the expertise of your stylist.
How often will it need to be shampoo'd and blown out?
This will vary with how much you wear it and your lifestyle.
What if I get caught in the rain? Will the style be lost?
If your wig gets really wet it may need to be touched up with a gentle blowout or iron curling.
Is the blowout style permanently locked in or can I blowdry a different style into the hair?
It can definitely be restyled since it is human hair.
What hot tools (like blowdryer and irons) can I use and how?
All the tools used on your own hair can be used on your MadeTrue wig. We do recommend a slightly lower heat than you normally use on your hair.
Can I can I use hot rollers or straightening irons?
Yes—just make sure that you reduce the heat slightly and you’ll be fine.
I've heard the scalp can get sensitive. Is that true?
It is possible, depending on the medications you’re taking and your natural sensitivities, but it’s not a given that you’ll experience sensitivity.
Does the cap inside the wig make a difference?
Absolutely, and we have worked very hard to make our caps the best and most comfortable possible.
Won’t it get hot under there?
It can be hot, given the cap design of the wig. Ambient temperature and humidity can of course play a role. Also, what your body is going through may impact the temperature.
How will I put on my wig?
Every MadeTrue wig comes with a convenient instruction/information sheet, and we will also send you links to videos that can help get you up and running quickly.
How does the wig actually stay on my head if I'm bald?
The custom-made aspect of your MadeTrue wig will go a long way toward ensuring it stays put. There are silicone inserts within the wig cap that provide added grip, and if necessary you can use wig glue, a grip cap, or tape.
What would I do on days I'm not feeling like wearing a wig?
“Days off” are a great time to wear a scarf, bandana, or other fashionable piece.
Will the wig be comfortable enough to wear all the time?
Our wigs are as comfortable as possible and depending on your sensitivities you could very well wear it all day and evening. To preserve the style it’s better not to sleep in your wig, of course.
How will you make sure you have my correct head size and measurements?
Great question! We have measuring guidelines that your Personal Concierge can walk through with you. And/or we can provide you with video links.
Do I need to go for a fitting before or after purchase?
If any adjustments are needed when you receive your wig, your personal stylist may be able to help, or we’ll happily connect you with stylists in your area familiar with the MadeTrue system.
How do I measure my hair length?
Simple: use a measuring tape to measure from the crown of your head to the tip of your hair, or where you want the hair to fall.
I wear prescription and sunglasses, won't that be uncomfortable?
It shouldn’t be at all, since your MadeTrue wig will be fitted well to the size and contours of your head.
I wear protective headwear for work. Will it and a wig look silly together?
While it will feel different than it did with your natural hair, the combination of your protective headwear and your MadeTrue wig should look just fine.
I ride a bicycle or motorcycle daily and wear a bicycle helmet and/or a regular full-face helmet. How do I navigate this?
Depending on the fit of the helmet, this would be a trial and adjustment process to ensure your helmet fits properly over the wig, or instead decide that you’re best off putting on the wig after removing the helmet.
Can I sleep in my wig?
For maintaining the style of your wig as long as possible, we don't recommend sleeping in it.
Do I need a special pillow cover?
If you do decide to sleep in your wig, you won’t need anything special (pillow, pillowcase, etc.).
Can I swim in my wig?
You can swim in your wig, but we do not recommend it. If you do choose to swim in your wig, restyling is a consideration and we don't recommend diving into the water while wearing your wig, as the physics of plunging head first into water could affect the fit and look of your wig, post dive.