FAQ

If you have questions, you have come to the right place!

  1. Where's my stuff?

    Enter your tracking number below to track your package. Tracking information can be found on your shipping confirmation email.


  2. When do I need to order by to receive my gifts by Sunday, December 24?

    • Standard: Thursday, December 14
    • Expedited: Wednesday, December 20
    • Overnight: Thursday, December 21
    Orders must be placed by 11:59 pm PT. The above dates are estimates and not guarantees. During our holiday period, we use a number of shipping carriers to provide optimal delivery speeds and rates, and cannot guarantee which carrier will be used until time of shipment. Shipping during the holidays can be a bit unpredictable and we recommend keeping that in mind when ordering gifts.

  3. How can I get a gift receipt?

    We do not offer standalone gift receipts at this time, but the slip in your package does not display pricing and can be used as a gift receipt.

  4. What are your customer service hours over the holidays?

    In order to help answer your holiday shopping questions, we are extending our customer service hours starting on Monday, November 13:
    • Mon-Fri, 6am-6pm PST
    • Saturdays, 6am-2pm PST
    • Sundays, Closed

    Please note we will be closed the following days:
    • Thursday, November 23 (Thanksgiving Day)
    • Sunday, December 24 (Christmas Eve)
    • Monday, December 25 (Christmas Day)
    • Tuesday, December 26
    • Monday, January 1 (New Year’s Day)

  5. Can I check the remaining balance on my TOMS™ Gift Card?

    Yes! Click below to check your remaining Gift Card balance.

    Check Balance

    Gift cards are only redeemable at TOMS.com. This card may not be exchanged for cash, unless required by law. Lost, stolen, or damaged cards will not be replaced. Gift cards are non-refundable.

  6. Do you offer price adjustments?

    We are committed to offering you exclusive offers on our latest styles, which may change on a daily basis. Due to our constantly changing promotions, we currently do not offer post-purchase price adjustments.

  7. What is your return policy?

    Item(s) that are unworn, unwashed and unaltered, or items that you believe have a manufacturer’s defect, may be returned if purchased exclusively from TOMS.com/ca. All returnable items should be returned unworn, in their original packaging and in saleable condition. In order for us to process your return, we must receive your item(s) within 60 days of your order date through January 4, 2024. Please account for the time it takes for the carrier to ship your item(s) back to our warehouse in Surrey, British Columbia. Gift Cards (both physical and digital) and other items marked "All sales are final - No returns" are FINAL SALE and are not eligible for return or exchange. Please note that we do not refund any original shipping costs you may have incurred. Please see "How do I return an item?" for further details.

  8. How do I return a gift I received?

    We are happy to facilitate returns for gifts purchased on TOMS.com in the form of a TOMS.com store credit. To start a gift return, please contact us by February 29, 2024, and provide the original order number and/or the original purchaser's name and email address. If you do not have that information, don't worry – we can help dig that up for you. Please note that TOMS.com store credit does not expire. Please see our Terms of Sale for more information on TOMS.com store credit, including details and restrictions

  9. Do you offer exchanges?

    If you would like to make an exchange, start a return and ship your item(s) back to us. Select the store credit refund method if you would like to wait for your return to be processed and credit to be given before placing a new order. If you are concerned that your item may sell out, select the refund to your original method of payment and place your new order right away. Once we receive your item(s), please allow 7-10 working days for us to process your refund. Due to constantly changing inventory, we cannot guarantee item availability.

  10. Can I return products I purchased from a retailer on TOMS.com/ca?

    We only accept returns for products purchased on TOMS.com/ca. If you want to return a product you purchased from a retailer, please contact that retailer directly for information on their return policy.

  11. How much does shipping and handling cost?

    Shipping and handling costs may vary depending upon the rates offered by our shipping carriers and promotions we may run. Please check TOMS.com for current shipping rates and/or any promotions we may be offering. TOMS® reserves the right to change its shipping policies at any time. The shipping methods offered during checkout will differ based on your shipping address and number of items being ordered.

    All delivery dates and times are not guaranteed and are estimates provided by the carrier. During our holiday period, we use a number of shipping carriers to provide optimal delivery speeds and rates, and cannot guarantee which carrier will be used until time of shipment. Please note that orders are processed and shipped Monday through Friday within 1 to 3 business days of the order date. If you have a delivery question, you may contact the carrier directly.

  1. Where's my stuff?

    Enter your tracking number below to track your package. Tracking information can be found on your shipping confirmation email.

  2. What is your return policy?

    Item(s) that are unworn, unwashed and unaltered, or items that you believe have a manufacturer’s defect, may be returned if purchased exclusively from TOMS.com/ca. All returnable items should be returned unworn, in their original packaging and in saleable condition. In order for us to process your return, we must receive your item(s) within 30 days of your order date. Please account for the time it takes for the carrier to ship your item(s) to our warehouse in Surrey, British Columbia. Gift Cards (both physical and digital) and other items marked "All sales are final - No returns" are FINAL SALE and are not eligible for return or exchange. Please note that we do not refund any original shipping costs you may have incurred. Please see "How do I return an item?" for further details.

  3. What are final sale items?

    Any item priced with an ending of $.97 cannot be returned or exchanged. We price items at such a great deal for a limited promotional period and designate "All sales are final - No returns" on the product detail page.

  4. Do you offer exchanges?

    If you would like to make an exchange, start a return and ship your item(s) back to us. Select the store credit refund method if you would like to wait for your return to be processed and credit to be given before placing a new order. If you are concerned that your item may sell out, select the refund to your original method of payment and place your new order right away. Once we receive your item(s), please allow 7-10 working days for us to process your refund. Due to constantly changing inventory, we cannot guarantee item availability.

  5. How much does shipping and handling cost?

    Shipping and handling costs may vary depending upon the rates offered by our shipping carriers and promotions we may run. Please check TOMS.com/ca for current shipping rates and/or any promotions we may be offering. TOMS® reserves the right to change its shipping policies at any time.

  6. Can I check the remaining balance on my TOMS™ Gift Card?

    Yes! Click below to check your remaining Gift Card balance.

    Check Balance

    Gift cards are only redeemable at TOMS.com/ca. This card may not be exchanged for cash, unless required by law. Lost, stolen, or damaged cards will not be replaced. Gift cards are non-refundable.

  7. Do you offer price adjustments?

    We are committed to offering you exclusive offers on our latest styles, which may change on a daily basis. Due to our constantly changing promotions, we currently do not offer post-purchase price adjustments.

  1. What forms of payment does TOMS.com/ca accept?

    We accept Visa, MasterCard, Apple Pay, TOMS® Gift Cards and TOMS® store credit. We do not accept American Express, Discover, Paypal, checks, cash, Afterpay or Klarna at this time. Please note that if you pay with a TOMS® Gift Card or store credit, you can pay for the balance of your purchase with a credit card. Please see our Terms of Use for further details and restrictions on the use of TOMS® Gift Cards and store credit.

    • Visa Card
    • Mastercard Card
  2. I received an error message when trying to check out. What does this mean?

    Please verify that the billing information you have entered is the same as the information that your credit card issuing bank has on file. If you enter billing information that varies from what your bank has on file, then your order will not go through.

  3. I am having a hard time completing my order. What can I do?

    Please try clearing your browser cache and cookies, and try to check out again. Feel free to reach out to our customer service team with your email address, device, and browser type for further assistance.

  4. How do I redeem my TOMS® Gift Card?

    Redeeming your TOMS® Gift Card is easy! Simply enter the Gift Card Code and Pin Code in the corresponding boxes in the Payment step of checkout, then hit "Apply" before submitting your order. If you do not have a Pin Code, enter the last 4 characters from your Gift Card Code as the Pin. If redeemed properly, you will see the discount reflected in the total at the bottom of your screen. Please see our Terms of Use for more information on TOMS® Gift Cards.

  5. How do I know if my order was placed successfully?

    After your order is submitted, you will be directed to an order confirmation page with your order number. If you've reached this page, we've received your order and we are either reviewing your payment information or your order is ready to be processed. You should also receive an e-mail confirmation shortly after your order is submitted to confirm that we received it. Once your order is shipped, you will receive an e-mail confirming shipment.

  6. Where can I track my order?

    You can check the status of your order by entering the information in the Order Lookup.

  7. Can I cancel an order once it has been placed?

    In an effort to get our shipments to our customers as quickly as possible, your order cannot be canceled or modified once it is placed. However, you may be able to return your items to us once you receive them. Please refer to our Returns Questions for details.

  8. Do you offer price adjustments?

    We are committed to offering you exclusive offers on our latest styles, which may change on a daily basis. Due to our constantly changing promotions, we currently do not offer post-purchase price adjustments.

  9. How can I get a gift receipt?

    We do not offer standalone gift receipts at this time, but the slip in your package does not display pricing and can be used as a gift receipt.

  1. What is your return policy?

    Item(s) that are unworn, unwashed and unaltered, or items that you believe have a manufacturer’s defect, may be returned if purchased exclusively from TOMS.com/ca. All returnable items should be returned unworn, in their original packaging and in saleable condition. In order for us to process your return, we must receive your item(s) within 30 days of your order date. Please account for the time it takes for the carrier to ship your item(s) back to our warehouse in Surrey, British Columbia. Gift Cards (both physical and digital) and other items marked "All sales are final - No returns" are FINAL SALE and are not eligible for return or exchange. Please note that we do not refund any original shipping costs you may have incurred. Please see "How do I return an item?" for further details.

  2. What are final sale items?

    Any item priced with an ending of $.97 cannot be returned or exchanged. We price items at such a great deal for a limited promotional period and designate "All sales are final - No returns" on the product detail page.

  3. I want to return an item. How can I do this?

    Processing a return is easy! You may have the option of receiving TOMS® store credit or a refund to your original payment method.

    Unworn, unwashed and unaltered item(s) may be returned, no problem. Follow the steps below and note that we must receive your item(s) in our Surrey, British Columbia warehouse within 30 days of your order date. Items marked as FINAL SALE are not eligible for return. Follow these simple steps:

    Step 1
    • With your order number and billing or shipping zip code handy, visit our Return Portal to begin.

    Step 2
    • Follow the instructions to select the items you wish to return and print your return form.

    Step 3
    • Package the unworn item(s), including the return form, and take your shipment to the carrier of your choice and pay the return postage. We recommend securing a tracking number. Once the package is received back to us, please allow 7-10 working days to process your refund, minus any original shipping charges. The time it will take for the refund to post to your bank account or credit card varies. The address to ship back to our warehouse in Surrey, British Columbia is:

      TOMS Returns
      C/O NRI
      19332 24th Ave
      Surrey, British Columbia, V3Z 3S9
  4. How long does it take for me to get a refund?

    Once we receive your return, please allow 7-10 business days for us to process your request. When your return has been processed, you will receive an e-mail with either your TOMS® store credit information or a notification that your refund was processed back to your original method of payment. Depending on your bank, a refund back to your original method of payment may take approximately 7-10 business days to post to your account. Please note that we do not refund any original shipping costs you may have incurred.

  5. Do you offer exchanges?

    If you would like to make an exchange, start a return and ship your item(s) back to us. Select the store credit refund method if you would like to wait for your return to be processed and credit to be given before placing a new order. If you are concerned that your item may sell out, select the refund to your original method of payment and place your new order right away. Once we receive your item(s), please allow 7-10 working days for us to process your refund. Due to constantly changing inventory, we cannot guarantee item availability.

  6. How do I return a gift I received?

    We are happy to refund gifts purchased on TOMS.com/ca in the form of a TOMS.com/ca store credit. To start a gift return, please contact us and make sure that you have the original order number and shipping postal code or billing last name ready. If you do not have that information, don’t worry – we can help dig that up for you. Please note that TOMS.com/ca store credit does not expire. Please see our Terms of Use for more information on TOMS.com/ca store credit, including details and restrictions.

  7. Does TOMS® offer free shipping on returns?

    Unfortunately, no, TOMS® does not generally offer free shipping on returns. You are responsible for any return shipping costs required for shipping the product(s) back to us.

  8. If I return my purchase, does TOMS take something it has given away?

    We accept returns within the timeframe noted in our Return Policy. We start planning our Giving with our Giving Partners after the return timeframe passes. This allows us to determine the final sales and move forward with our Giving accurately. Whether it is shoes, a vision center, a safe water system, or an impact grant, once TOMS gives its support to our Giving Partner, it’s final.

  9. What if I lose my TOMS® Gift Card?

    Please treat your TOMS® Gift Card like cash. Unfortunately, we are not responsible if your Gift Card is lost, stolen or if anything else happens to it. Also, TOMS® Gift Cards do not expire. Please see our Terms of Use for more information on TOMS® Gift Cards.

  10. Do TOMS® Gift Cards have any restrictions?

    Yes, our Gift Cards have some restrictions, including:

    • You may not use coupons and other discounts or promotions to purchase Gift Cards;
    • Gift Cards cannot be used to purchase other Gift Cards;
    • Gift Cards are Final Sale and not eligible for return; and
    • Gift Cards may only be applicable to purchase certain products or services on our website, or they may exclude the purchase of certain products or services. Please see any applicable restrictions noted on your Gift Card or the applicable product(s) or promotion(s) for further details.

    Please see our Terms of Use for more information on TOMS® Gift Cards.

  11. What if I lose my TOMS® store credit?

    TOMS® store credit is stored in your account, so you won't lose it! If you have a TOMS® store credit, it will automatically apply towards your next purchase as long as you use the same email address under your account to checkout. Store Credit does not expire and we do not charge any additional fees in connection with your use of your store credit. Please see our Terms of Use for more information on TOMS® Gift Cards.

  12. Can I transfer my TOMS® store credit to someone else?

    Sorry, store credit is non-transferable and is for your use only. Please see our Terms of Use for more information on TOMS® Gift Cards.

  1. Where's my stuff?

    Enter your tracking number below to track your package. Tracking information can be found on your shipping confirmation email.

  2. Where does TOMS.com/ca ship to?

    All orders ship with Ground Shipping. Ground Shipping delivers to every residential and business mailing address in Canada as well as postal boxes.

  3. How much does shipping and handling cost?

    Shipping and handling costs may vary depending upon the rates offered by our shipping carriers and promotions we may run. Please check TOMS.com/ca for current shipping rates and/or any promotions we may be offering. TOMS® reserves the right to change its shipping policies at any time.

  4. When will my order be processed?

    Orders are processed and shipped Monday through Friday within 1 to 3 business days of the order date. Please note that we do not process orders on weekends and major holidays. All processing times are estimates and may be subject to change.

  5. Does TOMS® ship internationally?

    TOMS.com/ca only ships within Canada.

    However, if you would like to ship internationally, please visit our international websites:

  1. My TOMS® shoes/eyewear/apparel/accessories are defective. What should I do?

    If the TOMS® product (shoes/eyewear/apparel/accessories) you purchased from a TOMS® website are damaged or otherwise show material or manufacturing defects, please contact Customer Service via telephone or submit a warranty claim.

  2. What size shoes should I order?

    TOMS® Shoes run true to size and are available in medium width only. We recommend ordering the size you normally wear in a casual or dress shoe. If you're typically in-between shoe sizes, we recommend going with the smaller one since TOMS® will stretch slightly as they're broken in.

  3. Will my TOMS® Shoes stretch?

    Your TOMS® Shoes will most likely stretch slightly with use. They should fit snugly out of the box with your toes touching the end. After a few hours of wearing, they will likely stretch slightly to conform to your feet. If you are unsure whether or not they will fit, please try your TOMS® on a carpeted surface to see how they stretch as we do not accept returns on shoes that show any wear or use.

  4. How do I care for my TOMS® eyewear?

    Your eyewear comes with a TOMS® Flag lens cloth for cleaning; using it will preserve the quality of the lenses. Hand wash and air-dry the cloth regularly. To avoid damage, do not clean your glasses with paper towels or clothing, which can leave scratches. Avoid using household detergents or soaps. Please store your TOMS® eyewear in its protective case to help minimize accidental mishandling.

  5. What type of material does TOMS® use for its insoles?

    All styles, with the exception of our core alpargatas, utilize insoles made of microfiber, textile, faux shearling or other materials. Our core alpargatas include leather insoles made of pig suede. When TOMS® sell shoes within the Middle East market, TOMS® ensures that insoles are utilizing non-pig suede material.

  6. How do I determine the length for replacement shoelaces?

    The best way to determine your TOMS® shoelaces size is to measure the length of the shoelaces you are replacing. If you are unable to measure the old shoelaces you want to replace, please refer to the shoelace size chart below. Your correct TOMS® shoelaces length is determined by how many pairs of eyelets (or holes) your shoes have.

    Shoelace Size Chart
    Pair of Holes Length (in) Length (cm)
    4 27" 69cm
    5 36" 91cm
    6-7 45" 114cm
    8 54" 137cm
    9-10 60" 152cm
    10+ 72" 183cm
  7. How do sizes compare between US, UK and EU?

    Mens Shoe Sizing Chart
    in US/CA cm UK EU
    9.4 6 24 5 38
    9.6 6.5 24.5 5.5 38.5
    9.8 7 25 6 39
    10 7.5 25.5 6.5 40
    10.2 8 26 7 40.5
    10.4 8.5 26.5 7.5 41
    10.6 9 27 8 42
    10.8 9.5 27.5 8.5 42.5
    11 10 28 9 43
    11.2 10.5 28.5 9.5 43.5
    11.4 11 29 10 44
    11.6 11.5 29.5 10.5 44.5
    11.8 12 30 11 45
    12 13 30.5 12 46
    12.4 14 31.5 13 47.5
    12.6 15 32 14 48.5
    12.8 16 32.5 15 50
    13 17 33 16 51

    Use this chart to convert your foot measurement to your shoe size.

    Womens Shoe Sizing Chart
    in US/CA cm UK EU
    8.7 5 22 3 35.5
    8.9 5.5 22.5 3.5 36
    9.1 6 23 4 36.5
    9.3 6.5 23.5 4.5 37
    9.4 7 24 5 37.5
    9.6 7.5 24.5 5.5 38
    9.8 8 25 6 38.5
    10 8.5 25.5 6.5 39
    10.2 9 26 7 40
    10.4 9.5 26.5 7.5 41
    10.6 10 27 8 42
    11 11 28 9 42.5
    11.4 12 29 10 43.5

    Use this chart to convert your foot measurement to your shoe size.

    Tiny TOMS® Shoe Sizing Chart
    in US/CA cm UK EU
    3.1 1 8 0.5 16
    3.5 2 9 1.5 17.5
    3.9 3 10 2 18.5
    4.3 4 11 3 19.5
    4.7 5 12 4 21
    5.1 6 13 5 22
    5.5 7 14 6 23.5
    5.9 8 15 7 24.5
    6.3 9 16 8 26
    6.7 10 17 9 27
    6.9 11 17.5 10 28.5

    Use this chart to convert your foot measurement to your shoe size.

    Youth Shoe Sizing Chart
    in US/CA cm UK EU
    7.1 12 18 11 30
    7.3 12.5 18.5 11.5 30.5
    7.5 13 19 12 31
    7.7 13.5 19.5 12.5 31.5
    7.9 1 20 13 32.5
    8.1 1.5 20.5 13.5 33
    8.3 2 21 1 34
    8.5 2.5 21.5 1.5 34.5
    8.7 3 22 2 35
    8.9 3.5 22.5 2.5 35.5
    9.1 4 23 3 36
    9.3 4.5 23.5 3.5 36.5
    9.4 5 24 4 37
    9.6 5.5 24.5 4.5 37.5
    9.8 6 25 5 38

    Use this chart to convert your foot measurement to your shoe size.

  8. How do men's shoe sizes compare to women's?

    When converting to men's shoe sizes from women's, we suggest you go down 1.5 sizes. For example, a US/CA women's shoe size 8.5 is roughly equivalent to a US/CA men's shoe size 7 (equivalent to 9.8 inches, 25 centimeters, UK men's 6, and EU men's 39). Keep in mind that men's shoes run slightly wider than women's shoes.

  9. How do youth shoe sizes compare to women's?

    When converting from women's shoe sizes to youth, we suggest you go down two sizes. For example, a US/CA women's shoe size 5 is roughly equivalent to a US/CA youth's shoe size 3 (equivalent to 8.7 inches, 22 centimeters, UK youth's 2, EU youth's 35). You can reference the youth sizing chart above for conversions.

  10. Where are TOMS® Shoes manufactured?

    TOMS® Shoes are manufactured in various countries, including China, Ethiopia, India and Kenya. Since 2015, TOMS has produced over 1/3 of Giving Shoes through local manufacturing.

  11. Where is TOMS® eyewear manufactured?

    TOMS® eyewear is manufactured in China and Italy.

  12. How does TOMS® work with its manufacturers to adhere to human rights standards?

    Corporate responsibility is very important to us at TOMS®. To help our manufacturers adhere to human rights standards, we've developed a comprehensive Supplier Code of Conduct and work through our internal team and respected third parties to meet such standards. For more information on our comprehensive program, please visit our Corporate Responsibility page.

  1. Pre-Treatment

    For basic textiles we recommend pre-treating with a textile protective spray. For suedes and leathers, we recommend pre-treating with a suede and leather protective spray. We do not recommend pre-treating delicate fabrics (glitter, glimmer, lace, crochet, etc.) or faux fur or shearling materials.

    With any pre-treatment, test first on an inconspicuous area to make sure there is no discoloration, then follow the manufacturer’s instructions on the product.

  2. Storage

    To prolong the life of your shoes, store them outside of direct sunlight in a cool, dry environment.

  3. Cleaning

    Caution: We do not recommend machine washing your shoes as it may compromise the integrity of the product. We do not recommend applying direct heat to your shoes, or placing non-waterproof footwear under running water.

    When attempting to clean your shoes, we always recommend testing the cleaning process in an inconspicuous area first to ensure there is no discoloration. Once cleaned, we recommend air drying your shoes in a cool, dry environment—away from direct sunlight. Gently stuffing the shoes with paper can help maintain the shape as they dry.

    Canvas or Basic Textile: Use a damp cloth and rub gently with lukewarm water and mild soap.

    Leather/Synthetic: Use a damp cloth and rub gently with lukewarm water and mild soap.

    Suede: Use a suede brush to gently brush dirt away. We do not recommend using any water.

    Faux Fur/Shearling: Use a loose bristle hair brush to gently brush the material. If needed, use a damp cloth and rub gently with lukewarm water and mild soap. Once dry, gently brush to fluff up the material.

    Injected EVA (Kids Rompers): Use a damp cloth and rub gently with lukewarm water and mild soap.

  1. How was TOMS® started?

    TOMS® was built on the belief in a better tomorrow. In 2006, our founder Blake Mycoskie pioneered the One for One® model after an inspiring trip to Argentina, where he met many children who did not have shoes. Since then, our community has helped provide shoes, sight, and safe water to more than 100 million people around the world.

    Today, our model has evolved. We now give ⅓ of our profits for grassroots good — including giving cash grants and forming deep partnerships with community organizations to drive sustainable local change. Learn more about (Y)our Impact.

    • Is TOMS® a non-profit organization?

      TOMS® is a for-profit company with impact at its core. In fact, our mission is to use business to improve lives. We work with non-profit community organizations (we call them Impact Partners) and social enterprises to create impact, which you help generate through your purchase.

    • I want a job at TOMS®. How do I apply?

      We're currently looking to fill a variety of positions in our Los Angeles headquarters. Learn more about Jobs at TOMS.

    • Who is Tom?

      There is no "Tom." TOMS is actually short for Tomorrow’s Shoes. Because with every purchase, you help build a better tomorrow.

  1. What does TOMS® give?

    TOMS® gives at least ⅓ of our annual net profits to grassroots efforts. Our approach is focused on partnering with community based organizations and leaders working to create an equitable tomorrow through promoting mental health, increasing access to opportunity, and ending gun violence particularly for Black, Indigenous and People of Color (BIPOC), the LGBTQ+ community, and Women & Girls.

  2. How much does TOMS® give?

    We give as much as we can while maintaining a sustainable for-profit business —and we strive not to let that number dip below 33%. In other words, we contribute at least ⅓ of our annual net profits to grassroots good. You can find more details about our latest giving in our impact report.

  3. How do you define the issue areas that TOMS® is focused on now?

    At TOMS®, we believe in a more equitable tomorrow—one where all people have a chance to thrive. Here are some of the definitions we use for our current impact areas.

    • • Grassroots Good: An approach to giving that focuses on forming deep partnerships with community based organizations and leaders working to advance equity in their local neighborhoods.
    • • Equity: Considering people's individual (or community's) circumstances and providing them with the resources they need to thrive.
    • • Promoting Mental Health: Increase help seeking behaviors through reducing stigma and connecting people to evidence-based and culturally relevant mental health resources.
    • • Increasing Access to Opportunity: Provide culturally relevant and accessible opportunities to pursue education and work.
    • • Ending Gun Violence: Prevention, intervention and response to community trauma caused by guns.
  4. Does TOMS® still do One for One®?

    TOMS® is the proud pioneer of the One for One® model. As an entrepreneurial company, we are driven to innovate and have evolved our impact strategy to grant based giving. This enables us to develop deeper partnerships with the organizations we support, creating a more sustainable form of impact. For special collaborations and other select circumstances, we will continue to give One for One®. These products will be very clearly marked so you know exactly how we’re putting the power of your purchase to work.

  5. Where does TOMS® give?

    Since 2006, we have taken a global approach, and engaged with communities in over 90 countries. The countries and communities where TOMS® works are assessed annually based on partners’ needs, so it does change from time to time. In 2022, TOMS’ impact reached 10 countries.

  6. How many partners does TOMS® work with?

    Since 2006, we have worked with over 205 non-governmental organizations, international humanitarian organizations, and social enterprises. The partners and countries where TOMS® works are assessed annually based on partners’ needs, so it does change from time to time. In 2022, TOMS® worked with 43 partners.

  7. How do you give impact grants?

    TOMS® invests in organizations focused on creating more equity in mental health, access to opportunities, and gun violence prevention. We work in true partnership with our grantees, operating from a place of trust. We believe our partners know what is best for their individual communities. Not only do we often offer unrestricted cash grants, TOMS goes beyond the check by supporting things like volunteering, promotion, and creating connections. We also try to the best of our ability to renew partnerships year-after-year while streamlining processes so our partners can focus on the work that matters.

  8. How do you determine who to partner with?

    Our Impact Team determines the right partners to bring into our network through a thorough process involving an application, deep research, background reviews and interviews. We’re generally looking to determine if partners connect to our impact pillars, have local expertise, sustainable programming, opportunities for integration, tracking capabilities and innovative, impactful solutions.

  9. If I buy something in my local community, does the giving happen in my local community?

    The net profits we generate from your purchases are added to an Impact Fund managed by our very own Impact Team so your impact could happen anywhere we give around the world. By using a centralized fund, we believe we are able to have the greatest impact and best address the needs of the communities we serve.

  10. What happens to the give if I return my TOMS product?

    Because our Impact Fund is based on annual net profits, returned products do not contribute to the fund overall.

  11. Do you give in times of disaster?

    As we do with all of our giving we listen to our partners first, understand their needs and then decide if we can support them in a meaningful way. We use the same approach in times of disaster and respond on a case-by-case basis depending on the situation and needs.

  12. How can I stay up to date on TOMS® impact?

    Please visit the Purpose page for the most up to date information and reporting on our impact efforts. You can also find detailed information in our Impact Report. If you have additional questions you can send them to giving@toms.com. We’d love to hear from you!

  13. Are you currently receiving submissions for new partners?

    We are always happy to hear about organizations having an impact on the ground in the areas of mental health, access to opportunities and ending gun violence. Please feel free to submit new partner suggestions to giving@toms.com. Your suggestions will be reviewed and considered as we continue to give 1/3 of our annual net profits for grassroots good.

  1. What is TOMS’ stance on environmental sustainability?

    While social impact is our main focus, we know that improving lives goes hand in hand with taking good care of the place we all call home.

    We take a holistic approach to sustainability, which means that we apply ethical and eco-conscious practices throughout our business. We do this by making choices that benefit our customers, our employees and our planet—from the materials and vendors we work with to the steps we take to get each product to you. Learn more at our Planet Page.

  2. How do you determine if a product is earthwise™?

    Earthwise™ products are designed with the planet in mind. In order for a product to be considered earthwise, at least one of its main components must contain a more earth-friendly element, and at a minimum percentage. View our full framework.

    For questions on what makes a specific product earthwise™, you can visit the individual product page for more details. Earthwise products can be found at the Earthwise™ shop page.

  3. Is there still a give associated with earthwise™ products?

    Yes! Because we give ⅓ of our annual net profits for grassroots good, every TOMS® product gives back—and that includes earthwise™. You can learn more about the impact of your purchase here.

  4. How is TOMS® becoming more environmentally sustainable?

    Our sustainability journey is just that—a journey. As a starting point, we are committed to:

    • • Improving our B Corp score with each re-certification (every 3 years).
    • • Expanding earthwise™ by designing more products with the planet in mind.
    • • Sourcing 100% sustainable cotton by 2025.
    • • Continuing to source 100% of our product packaging from sustainably managed forests and having it comprised of 80%+ recycled materials.
    • • Measuring our carbon footprint by 2025 and establishing targets for reduction.
    • • Transparent reporting

    We also partner with best-in-class organizations to evaluate our progress, including:

    • B Corp — We’re proud to have become B Corp certified in 2018. Our B Corp certification recognizes our commitment to the highest standards of social and environmental performance, transparency and accountability. We re-certified in 2021 and improved our score by 25.2 points (that’s a 25% increase!). The environment section was our greatest area of improvement - going from 11.8 to 22.4.
    • Fair Labor Association (FLA) — Membership with FLA is an advanced recognition of a company's labor compliance program. It helps TOMS® make better policies that benefit both the workers and the planet. Additionally, we are in the process of becoming accredited with the FLA.
    • Leather Working Group (LWG) — LWG certifies leather manufacturing facilities based on environmental performance in areas such as water and energy use, air emissions and waste. Through our partnership with LWG, we source 100% of our leather from gold and silver rated LWG leather manufacturers.
    • Canopy — being committed to Canopy’s conservation standards encourages us to continue to source all wood-based material we use from sustainably-managed forests. See our Sustainable Forest Commitment and full policy.
  5. What is TOMS’ carbon footprint?

    We’re working on measuring our carbon footprint baseline by 2025 and will share our results and our plans for improvement.

  6. What is TOMS® doing to reduce waste in its packaging?

    We updated our packaging in 2020 to reduce its impact on the environment.

    • • Our boxes are made from Forest Stewardship Council (FSC) certified paper. Being committed to Canopy’s conservation standards encourages us to continue to source all wood-based material we use from sustainably-managed forests.
    • • Our product packaging is made with 80%+ recycled material and uses soy-based inks. In our packaging redesign, we reduced the amount of cardboard in each box and switched to 90% recycled tissue paper.
    • • The TOMS® hangtag is made from 100% recycled kraft paper and uses soy-based inks. In our packaging redesign, we reduced the size of the hangtag by 59%.
    • We’ve gone plastic-free in our packaging—except for some hang tag fastener loops. All of our earthwise™ products are 100% plastic-free, and we’ve switched our samples to use 100% recycled LDPE poly bags.
  1. So, what’s a B Corp™ anyways?

    Certified B Corporations™ are for-profit companies that use business as a force for good, and we’re proud to be part of a community of businesses that are committed to building a more inclusive and sustainable economy.

    As a Certified B Corporation™ we’re legally permitted to consider the impact of our decisions on our workers, customers, suppliers, community, and the environment - rather than a sole focus on the bottom line. We also get a new score every 3 years, which includes all the ways in which we can improve. So, we’re B Corp™ certified but far from finished.

  2. When and how did TOMS® become B Corp certified? How does it work?

    TOMS® became a Certified B Corporation™ in 2018. Certified B Corps™ achieve a minimum verified score of 80 points on the B Impact Assessment—a rigorous assessment of a company’s impact on its workers, customers, community, and the environment. This assessment is overseen by B Lab’s® Independent Standards Advisory Council. Once certified, B Corps™ amend their governing documents so that, by law, the decisions of their boards take into account an impact on employees, customers, society, and the environment.

  3. What's TOMS’ score?

    In 2021, we received a score of 121.5, which is 25.2 points higher than our score in 2018.

    Along with other B Corps™, we need to maintain or improve our score every three years to keep our certification. In 2022, TOMS was again awarded Best for the World in the Community category - an award signifying TOMS being in the top 5% of B Corps of our size in the Community Category. The environment is a key area we improved and a place we will continue to focus. You can see our full score breakdown on the B Corp™ website and learn more on our impact overview page.

  1. Are there changes in customer call center support?

    To protect the safety of our team and our communities, our call center employees are working from home. Our hours of operation have been temporarily reduced to Monday - Friday, 8am - 5pm PT. This may cause a delay in call center responses.

  2. Is my package safe from COVID-19?

    Following information from the World Health Organization, the likelihood of an infected person contaminating commercial goods is low and the risk of catching the virus that causes COVID-19 from a package that has been moved, travelled, and exposed to different conditions and temperatures is also low. Regardless, we are ensuring the cleanliness of the distribution center where TOMS.com orders are fulfilled. For more information you can visit the CDC website.

  3. Will my order delivery (processing/shipping times) be affected by COVID-19?

    Processing times may take a little longer than normal, due to the necessary precautions our team is observing. Although we strive to get your package delivered within our estimated time frames, there may be delays with the selected carrier.

  1. At TOMS®, we like to talk to our customers, and we want to make it as easy as possible for you to reach us with all your order-related inquiries.

    Our goal is to provide you with an enjoyable, memorable experience while shopping with TOMS. Please use one of the methods at the bottom of this page to reach us now.

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