Frequently Asked Questions
Orders & Shipping
How do I check my order status?
Once you place your order online you will receive a confirmation email. You can click on the link provided in that email to track the progress of your order. If you have any questions about your order, please email us at info@wallaroohats.com.
Do you ship internationally?
Wallaroo has limited international shipping. Please contact customer service at info@wallaroohats.com for more information or visit our Shipping page to find a distributor near you.
What is your return/exchange policy?
We offer returns within 30 days of receipt. See our full return and exchange policy for more information.
Hat Fit & Care
What size hat do I wear?
Wallaroo and Carkella hats are available in a number of sizes. Women's styles come in XS (petite) for those with smaller heads and M. Some of our most popular Women's styles are also available in XL for those with larger heads. Our Men's and Unisex styles come in M/L and L/XL.
Most Wallaroo and Carkella hats are adjustable using the inner drawstring or wind-resistant band to create the perfect fit.
Please reference our size & fit guide to find the right size for you. You will also find a video and instructions on how to measure your head.
Trying to find the right type of hat for your face shape? Check out our blog on the secret to finding the perfect hat.
What is the best type of hat for me?
Trying to find the right type of hat for your face shape? Check out our blog on the secret to finding the perfect hat. You'll learn more about the different types of hats like a fedora, bucket, wide-brim and more and how they will accentuate your features.
Always make sure to choose the right size hat for yourself as well. Please reference our size & fit guide to find the right size. You will also find a video and instructions on how to measure your head.
How do I pack my hat?
Many Wallaroo and Carkella hats are packable for ease of travel. Each hat will note if it is packable or not and if it should be a "Taco Fold", "Pack Flat", "Roll It Up", or "Stuff It". Learn more by reading our blog on how to pack your hat.
Our Packing Tips and Care page showcases all the different packing techniques. If you have any questions, please email us at info@wallaroohats.com.
Visit our Packable Collection to find all the styles that are a great choice for travel and more.
How do I clean my hat?
Each hat includes a tag with recommended cleaning instructions. Raffia hats are not washable and should not get wet. Do not machine wash and dry any of the hats. For more information, click here to view our cleaning tips.
Why does the tag say "Do not use Woolite?"
Woolite is intended to wash wool fabrics. It is not recommended to use it when washing hats as it causes the hats to become floppy. Woolite can also cause the adhesive used in some of our hats to deteriorate. We recommend using a mild liquid hand soap instead.
How do I take care of my raffia hat?
Wallaroo’s raffia hats are handmade and woven together with all natural organic materials. Due to the nature of raffia, you may occasionally find pieces sticking out which can easily be trimmed with scissors.
Do you repair hats?
We do not have manufacturing or sewing capabilities at our warehouse. We recommend customers take any minor repairs that need to be made to a tailor or a shoe repair shop.
Sun Protection & Fabric
What is the difference between UPF and SPF?
UPF stands for “Ultraviolet Protection Factor” and it is used to rate fabrics and their protection against the sun’s ultraviolet rays. SPF stands for “Sun Protection Factor” which measures the amount of time it takes for sun-exposed skin to redden. SPF is for creams and cosmetics. Check out Serious Sun Protection for more information.
What makes Wallaroo and Carkella fabrics sun-protective or UPF rated?
Our fabrics are tested by the Australian Radiation Protection and Nuclear Safety Agency (ARPANSA) and they determine what fabrics qualify as UPF 50+. The hats that qualify block 97.5% of the sun’s ultraviolet rays. There is no special chemical that creates this protection; it is how the fabric is woven that creates the protection. Please remember that you are only protected where you are shaded. We recommend that you wear sunscreen and sunglasses as well as a hat while out in the sun.
What Wallaroo and Carkella hats have the most sun protection?
Many Wallaroo and Carkella hats are rated UPF 50+ for maximum sun protection for your everyday adventures. Visit our collection of UPF 50+ styles to see all the styles available for men, women, and children. Look for the Skin Cancer Foundation icon for styles recommended by the the organization and dermatologists.
Learn more about why UPF 50+ hats are an important accessory by checking out our Serious Sun Protection page.
Are any hats water resistant?
Visit our collection of rain-ready hats for men, women, and children to check out styles that are water resistant.
Carkella
How do I create a custom emblem order for Carkella hats?
Our Customer Service team will be happy to help you. Please email us at info@wallaroohats.com for more information. If you already have artwork created, please submit a PDF or a high resolution (300 ppi) JPEG file.
What is the minimum order for custom Carkella emblems?
The minimum order is 36 pieces, and a one-time mold fee is charged based on the style and finish. Once your emblem is created, you can use it to make as many emblems as you need.
How long does it take to get Carkella custom emblems?
Customized emblems take 45-60 days from the time your emblem design is approved.
What is your Carkella emblem incentive program?
We offer complimentary single-sided emblems for orders of 36 hats or more. Please email us at info@wallaroohats.com for more information.
General
How can I view a catalog?
Click here to download our most recent catalog.
How do I find a retailer near me that carries your hats?
Visit our Shop Locator Page to see an interactive map of all of our retailer locations.
Do you sell hats at your warehouse in Boulder, CO?
We do not sell directly to the public from our warehouse. Once a year we have a warehouse sale at our headquarters in Boulder where we sell discontinued and seconds. Please contact our office for more information about the annual sale date.
I have a coupon code. How do I proceed?
We stand by our Wallaroo and Carkella hats and believe our customers should get these hats at the best prices!
There is a place to enter a coupon code during checkout. Please enter the code exactly how you received it (for example: if the letters are capitalized, please capitalize them when entering the code). Coupons are for consumer orders ONLY. Some exclusions apply: the coupon will NOT be applied towards already discounted items (including during sitewide sales), sales tax, or shipping & handling. Only one coupon code can be used per order. Coupons will not be applied to wholesale orders. If you find an issue with entering a coupon code, give us a call 888.925.2766 or send us an email.
Where are your hats made?
Most of Wallaroo and Carkella’s collection of high-quality sun protective hats are manufactured in China at a factory that has been producing hats for us since 2004. Our factory is a fully vetted, ethical business that we visit regularly to ensure that best manufacturing practices are being followed. Over the past two decades we have collaborated with our factory on technologies and textiles that are at the forefront of innovation, allowing us to continue providing the best possible hats for our customers. Our Artisanal Collection hats are made at a factory in Guadalajara, Mexico.
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Complimentary Shipping
On all Continental US Orders over $100. Some exclusions apply.
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