Frequently Asked Questions
We’re based in Georgia and serve clients nationwide. All units are shipped directly to your home, and tracking details are provided once your order is complete
No, we are not. TRUE only has one website, truebyknicole.com. Unfortunately, our brand has been stolen for scam ads on several social platforms. For years we have had other factories use our branded content, to scam their shoppers. Shoppers are under the impression that they will be receiving the TRUE custom unit in the ad. Instead, they are receiving cosplay wigs. We are not affiliated in any way. We have never reviewed products for any wig brand. Nor have we given any brand rights over our brand’s intellectual property. Lastly, we do not sell 3 wigs for $59. If you have been a victim of the scamming on any social platform or website, please contact the social platform & your banking institution or payment processor.
Start by completing our Client Questionnaire. This helps us understand your needs, style preferences, and whether you’re pursuing a self-pay or insurance-covered unit. After submission, you’ll receive a personalized email with your next steps.
If you’re using insurance or an HSA/FSA card, yes—booking the Cranial Prosthesis Consultation is required. This allows us to guide you through documentation, measurements, and billing. Self-pay clients may either book a consultation or email their measurements and desired style.
Our current VIRTUAL consultation availability is (EST):
- Monday: 11:00 AM–1:00 PM | 3:00 PM–5:00 PM
- Tuesday: 3:00 PM–5:00 PM
- Wednesday: 11:00 AM–5:00 PM
- Friday: 11:00 AM–1:00 PM | 3:00 PM–5:00 PM
If these times don’t work for you, we’re happy to accommodate
when possible—just text our customer service line at
912-602-4953.
M,T,TH,F,Sat 9am – 4pm.
CLOSED SUNDAY AND WEDNESDAY.
Please contact us within these time frames. Any texts or emails that are received outside of these time frames will be responded to within the next 24-48 business hours.
1. Fill out contact submission form below.
2. Email- info@truebyknicole.com
3. Office: (912) 602-4953
4. Fax: (912) 452-1171
We believe in keeping things simple, supportive, and transparent. Here’s what you can expect when working with us:
1.Client Questionnaire
Start by completing our Client Questionnaire, where you’ll share your style preferences, needs, and medical background (if applicable).
2. Consultation or Submission
You’ll either book a consultation or submit your measurements and style inspiration by email. Insurance/ HSA/FSA clients are required to book the cranial prosthesis consultation.
3. Build Begins
Once your details are confirmed, we begin constructing your unit using medical-grade materials and custom specifications.
4. Shipping
Your unit is shipped directly to you (nationwide) along with care instructions, tutorials, and documentation (if applicable).
5. Confidence Restored
This final step is about more than the product—it’s about showing up fully as yourself. Our goal is to help you Live TRUE with comfort, confidence, and peace of mind.
Pricing depends on the unit tier, customization level, and whether you’re using insurance or self-pay.
- Starting prices are available when you complete our Client Questionnaire.
- You can also email us directly to request our Medical Wig Tier Guide, which outlines pricing ranges for both self-pay and insurance-billed units.
Yes! If you have a medical diagnosis resulting in hair loss (e.g., alopecia, chemotherapy, lupus), you may qualify for full or partial reimbursement.We support clients by providing itemized invoices, submitting insurance documents upon request, and guiding you through the process step by step.
All units are glue-less. However, glue is optional.
They also come ready to wear. All lace is HD Lace. Knots bleached, lace customized, and cut. Elastic band and wig clip inside.
Split payments with Klarna, Afterpay, and Paypal are offered via invoice. Please email info@truebyknicole.com for an invoice.
Turnaround is typically 4–6 weeks from the date your measurements and selections are finalized. Insurance orders may require additional processing time to coordinate prescriptions and documentation.
Cancellations can be made within 24 hours of completing your order. Cancellation requests must be emailed to info@truebyknicole.com within 24 hours of placing your order. Once that timeframe has been exceeded, your order will begin to process and the following refund/exchange policy will apply to your order. Due to the nature of our products we are unable to process and issue refunds or exchanges for any products that are available for purchase on our website. However, that does not mean that we intend to neglect our customers in any way. We ask that you still contact us with any concerns regarding your order. As we will do everything to resolve them.
Once processing is complete, your order is shipped via USPS or UPS standard priority mail with insurance and signature confirmation or express mail with insurance and signature confirmation. If there are any delays, please contact the shipper for immediate updates.
At this time we do not provide International Shipping. We look forward to adding it back to our site in the future.
We offer luxury maintenance and repair services including lace replacement, sizing adjustments, deep conditioning, and more. Simply contact us to book a maintenance consultation or request a quote.
We use only high-quality, human hair across all tiers to ensure a natural appearance, durability, and long-term wear.
All hair used is carefully selected to meet medical-grade quality standards and provide clients with realistic, low-maintenance results.