FREQUENTLY ASKED QUESTIONS
Welcome to Thunderheart
Thunderheart is built around good hats, Western spirit, the open road, and the idea that everybody has their own lightning strike.
Some folks find theirs in the mountains. Some find it on the highway. Some find it in service, family, faith, hard work, or simply deciding to forge their own path.
Whatever your thunder is, let it roar.
Here are some of the questions we get most often.
ABOUT THUNDERHEART
What is Thunderheart?
Thunderheart is a Western inspired brand focused on hats, apparel, and goods for people who like to live life a little outside the lines.
We're building Thunderheart around the things we believe in: individuality, craftsmanship, Western tradition, adventure, and the freedom to be yourself.
Everybody gets a lightning strike. Everybody has their own thunder.
Where did the name Thunderheart come from?
Thunderheart is about what's inside you.
That thing that drives you. The thing that makes you different. The thing that keeps you moving when the weather turns bad.
That's your thunder.
Thunderheart is about finding it and letting it roar.
What does "Built for the Storm" mean?
Life isn't always going to give you blue skies.
Built for the Storm is a reminder that you don't have to wait for perfect conditions to keep moving forward.
Sometimes you just put your hat on, saddle up, and ride.
HATS
What kind of hats does Thunderheart offer?
Thunderheart offers several types of hats as the brand continues to grow.
Some hats are sourced from established hat makers and manufacturers. Some are available in their original factory shape, while others may be available with additional Thunderheart shaping or customization.
We're also working toward something much bigger:
Thunderheart Brand Hats.
What are Thunderheart Brand Hats?
Thunderheart Brand Hats are coming soon.
These will be our own custom hats, made from the ground up.
That means Thunderheart will select the materials, build the hat, develop the shape, and handle the finishing process.
We aren't interested in simply putting a Thunderheart name on somebody else's hat and calling it our own.
We're building toward hats that are truly Thunderheart from beginning to end.
We're taking our time because we want to do them right.
Are all Thunderheart hats made by Thunderheart?
No and we're upfront about that.
Some hats offered through Thunderheart are manufactured by established hat makers and are sold in their original factory form. We do sell and shape hats from reputable manufacturers and most importantly, if I wont wear it, I wont sell it. Period.
For example, hats from Gone Country are factory-made hats. Depending on the product, Thunderheart may offer additional shaping or customization.
We believe you should know exactly what you're buying.
Can Thunderheart shape my hat?
Yes!
Thunderheart can shape select hats for customers.
Depending on the hat, available customization may include different crown shapes, creases, brim styles, and other adjustments.
If a hat has been individually shaped by Thunderheart, that will be clearly stated in the product description.
What does "Thunderheart Shaped" mean?
When a product is labeled Thunderheart Shaped, it means the hat started as a factory-made hat and was individually shaped or customized by Thunderheart.
The hat may have been reshaped, creased, flanged, or otherwise customized according to the available options.
What does "Ready to Wear" mean?
A Ready to Wear hat is sold in its original factory shape without additional Thunderheart shaping.
It may still carry the Thunderheart brand or be part of the Thunderheart collection, but it has not been individually reshaped by Thunderheart.
Will Thunderheart ever offer completely custom hats?
That's the plan.
Thunderheart Brand Hats will be built from the ground up as true custom hats.
As the brand grows, we're working toward offering customers the ability to have more input into the materials, color, crown, brim, crease, hat band, and overall character of their hat.
The goal is simple:
You shouldn't just own the hat. The hat should feel like it belongs to you.
HAT CARE
How do I care for my felt hat?
Felt hats are tough, but they still appreciate a little care.
For everyday maintenance:
- Use a soft hat brush to remove dust and loose debris.
- Brush gently in the direction of the felt.
- Keep your hat away from excessive heat.
- Avoid leaving your hat in a hot vehicle for extended periods.
- Store it somewhere cool and dry.
- Avoid unnecessary exposure to heavy moisture.
If your hat gets damp, allow it to air dry naturally.
Do not use a hair dryer, heater, fireplace, radiator, or other direct heat source to dry it.
Heat can cause felt to shrink, warp, or lose its shape.
What if my felt hat gets wet?
Don't panic.
A little rain doesn't mean your hat is ruined.
Shake off excess moisture and allow the hat to dry naturally. Keep it away from direct heat while it dries.
Once completely dry, gently brush the hat and inspect its shape.
If the hat has become significantly misshapen, don't try to force it back into shape. Contact Thunderheart and we'll help you determine the best way forward.
How do I care for a wool felt hat?
Wool felt should receive much of the same care as other felt hats.
Keep it clean, avoid unnecessary moisture, and keep it away from excessive heat.
Wool felt can be more sensitive to moisture and changes in shape, so don't soak it unless you're working with someone who knows how to properly handle the material.
Store your wool hat somewhere cool and dry, preferably on a hat rack, hat stand, or in an appropriately sized hat box.
How should I store my hat?
When your hat isn't on your head, give it a proper place to rest.
We recommend:
- A hat rack or hat stand
- An appropriately sized hat box
- A cool, dry storage area
- Keeping it away from prolonged direct sunlight
- Avoiding excessive heat
Whenever possible, avoid storing your hat brim-down on a flat surface for long periods.
And please...
Don't leave your good hat baking on the dashboard of your truck.
Your hat has already been through enough. 😂
Can I reshape my own hat?
Some minor adjustments can be made at home, but significant reshaping is best left to someone experienced with hat work.
If you're unsure about something, ask before you steam, bend, iron, spray, or otherwise get creative with your hat.
A five-minute question is cheaper than a ruined hat.
APPAREL
How should I care for my Thunderheart apparel?
For the best results, always follow the care instructions provided with your specific garment.
As a general rule:
- Wash garments inside-out.
- Use cold water.
- Use a mild detergent.
- Avoid excessive heat.
- Tumble dry on low when appropriate.
- Air drying is always a good option when practical.
- Do not iron directly over printed artwork.
Taking a little extra care will help keep your Thunderheart gear looking good for the long haul.
MILITARY & VETERAN DESIGNS
Does Thunderheart offer military and veteran designs?
Yes.
Some Thunderheart designs are inspired by military service, veterans, and the experiences that continue long after the uniform comes off.
These designs are created as a tribute to the men and women who served and to the bonds, memories, and stories that come with that experience.
ORDERS
Can I change or cancel my order?
We do our best to accommodate changes or cancellations, but orders may begin processing shortly after they are placed.
If you need to make a change or cancel an order, contact us as soon as possible.
Once an order has entered processing or production, changes or cancellations may no longer be possible.
What if I ordered the wrong size?
Please check the sizing information for your item before placing your order.
Because some products are prepared specifically for individual orders, we may not be able to accept returns or exchanges simply because the wrong size was selected.
If you're unsure about sizing, reach out before ordering. We're happy to help when we can.
What if I receive the wrong item?
If you receive an item that is different from what you ordered, contact us as soon as possible.
Please include your order information and photos of the item you received so we can get the situation sorted out.
SHIPPING & RETURNS
SHIPPING
We work to get every Thunderheart order prepared and on its way as quickly as possible.
Shipping times can vary depending on the product, destination, and shipping method selected at checkout.
When tracking is available, you'll receive tracking information once your order ships.
Please remember that delivery estimates are estimates. Holidays, weather, carrier delays, and other circumstances outside of Thunderheart's control can occasionally affect delivery times.
Where does Thunderheart ship?
We ship to the destinations available at checkout.
Available shipping methods and shipping costs will be shown during checkout based on your order and delivery address.
How long will my order take?
Your order will go through preparation before it is shipped.
Estimated delivery information will be provided during checkout when available.
Custom hat orders may require additional preparation time because each custom piece requires individual attention before it is ready to ship.
Can I track my order?
Absolutely.
When tracking is available, tracking information will be sent to the email address associated with your order once your package ships.
My tracking says "delivered," but I don't have my package.
First, check around your delivery location and with anyone else who may have accepted the package for you.
Sometimes carriers mark packages as delivered shortly before they actually arrive.
If you still cannot locate your package, contact us and we'll help you determine the next steps.
My order arrived damaged. What should I do?
We're sorry—that's not how your Thunderheart gear should arrive.
Please contact us as soon as possible and provide:
- Your order number
- A description of the damage
- Photos of the damaged item
- Photos of the packaging, if applicable
We'll review the situation and work with you toward an appropriate resolution.
What happens if my package is lost in transit?
If tracking indicates that your package has been lost or has stopped moving for an extended period, contact us.
We'll review the tracking information and help determine the appropriate next step.
RETURNS & EXCHANGES
Does Thunderheart accept returns?
Our return eligibility depends on the type of product and the circumstances of the return.
Items that arrive damaged, defective, or incorrect should be reported to us as soon as possible so we can work with you on a resolution.
For items that simply don't work out, return eligibility may vary by product.
Are custom hats returnable?
Because custom hats are individually made or shaped according to customer specifications, custom hat orders may have different return and exchange terms than standard merchandise.
Before a custom hat is finalized, we'll make sure the requested specifications are understood.
Please make sure you're comfortable with the selected hat, size, shape, and customization before approving your order.
What if my hat doesn't fit?
Hat sizing is important, and we're happy to help whenever we can.
If you're unsure of your hat size, contact us before ordering.
For custom hats, accurate sizing information is especially important because the hat may be made or shaped specifically for you.
What if I don't like the shape of my custom hat?
Custom hat shaping is a personal process, and communication is important.
We'll work with you to understand the style you're looking for before shaping your hat.
If you have questions or concerns about your finished hat, contact us before attempting to reshape it yourself. We'll work with you to determine what can be done.
STILL HAVE QUESTIONS?
Didn't find what you were looking for?
We're just a message away.
Reach out to Thunderheart and we'll do our best to help.
We're a small business, and when you contact Thunderheart, you're talking to a real person—not a faceless corporation.
Thanks for riding with us.
Keep the Thunder rolling.
Thunderheart Hats
Built for the Storm.