Frequently Asked Questions

Three friends wearing sun hats standing on a cliff during sunset
Three friends wearing sun hats standing on a cliff during sunset

Do you have a question or two? Check out our Frequently Asked Questions below and find the answer you need! If you need any more information, give us a call 888.925.2766 or send us an email.

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?

Click here to search by address or zip code.

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

What is your return policy?

Click here to see our return policy

Do you ship Internationally?

Wallaroo has limited international shipping. Please contact customer service at for more information or visit our Shipping page to find a distributor near you.

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 size hat do I wear?

Please reference our size & fit guide which describes how to measure your head.

How do I pack my hat?

Please visit our Packing Tips and Care page for the different packing techniques. If you have any questions, please email us at

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.

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.

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 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?

There is no minimum order, but there is a one-time $45 mold fee for each side of your emblem. (Emblems can be single or double-sided). 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 mold and emblems for orders of 36 hats or more. Please email us at for more information.

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 upon 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, 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.

Do you sell hats at your warehouse in Boulder, CO?

We do not sell directly to the public. 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.