FAQ

What forms of payment does TOMS.com accept?

We accept Visa, MasterCard, American Express, Discover, PayPal, Apple Pay, Afterpay, Klarna, TOMS.com Gift Cards, and TOMS.com store credit. We do not accept checks or cash at this time. If you pay with a TOMS.com Gift Card or store credit, you can pay the balance of your purchase with a credit card, PayPal, Apple Pay, Afterpay, or Klarna.

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.

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.

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 Sale for more information on TOMS^® Gift Cards.

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.

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.

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.

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.

Need assistance shopping on our site?

TOMS.com is committed to accessibility for all. We are working towards meeting all WCAG 2.0 AA standards, but we recognize we are not there yet. Read more about our commitment to accessibility. If you are in need of immediate assistance, please call us at (800) 975-8667.

Do you restock shoes that are sold out?

Most of our styles are seasonal or limited editions; this means that once they sell out they will not be restocked. However, some of our classic styles are frequently restocked.

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.

What is Klarna?

Klarna and TOMS have partnered to provide flexible online payment options for TOMS shoppers through Buy now. Pay later. More information is available on Klarna's website.

How does pay in 4 interest-free installments work?

Pay in 4 interest-free installments, offered through Klarna, offers you short-term installments that let you spread the cost of a purchase, with no added cost or hassle. Four equal payments are automatically collected bi-weekly from your debit or credit card. The total amount charged to your card is no greater than if you simply paid for the entire purchase up front (provided the agreed payment schedule is followed). Learn more about Klarna's payment methods on their website.

I returned my pay in 4 interest-free installments purchase, what happens next?

Klarna will refund any payments already made back to the original payment method.

I returned part of my pay in 4 interest-free installments purchase, how does that affect my remaining installments?

Klarna will update the total balance and any remaining payments are automatically adjusted in the case of partial returns (starting from the last installment and moving forward). Any payments already made will be refunded back to the original payment method.

Is there a late fee for pay in 4 interest-free installments?

If a payment fails, Klarna may charge a late fee of up to $7 per installment. Klarna will send an email notification if payment fails with instructions to update your payment method before charging the late fee.

Will Klarna’s Buy Now. Pay later. impact my credit score?

Klarna does not perform a hard inquiry with the credit bureaus, so your credit score won’t be impacted if you pay with Klarna at TOMS.

How do I contact Klarna?

You can reach Klarna’s Customer Service team by phone at 844-KLARNA1 (844-552-7621) between Monday-Friday 8am-6pm EST. You can also chat Klarna 24/7 when you log into the Klarna App. Visit Klarna's Customer Service page for additional information.

What is Afterpay?

Afterpay lets you make a purchase now and pay for it in four interest-free payments every 2 weeks.

How do I use Afterpay?

Shop online and checkout as normal. At checkout, choose “Afterpay” as your payment method. First-time guests will need to register with Afterpay and provide payment details and returning guests can log in to purchase.

To be eligible for Afterpay, you’ll need to be at least 18 years old (or the legal age in your state of residence). Your order total must be within the minimum amount of $35 USD and maximum of $1,000 USD. Afterpay isn’t available for gift card purchases. You can check all eligibility requirements HERE.

Is Afterpay secure?

Afterpay is a PCI DSS Level 1 certified compliant Service Provider organization—the highest level of security in the payment industry.

Can I use Installments by Afterpay if I’m an international customer?

Afterpay is only offered to our customers who have a US billing address, US shipping address, a US Visa or Mastercard or American Express (credit or debit card), and a US mobile phone number. Customers with international billing addresses, shipping addresses, and/or phone numbers will not be able to set up an account with Afterpay.

How does the payment schedule work?

You’ll make your first payment at the time of purchase, and the remaining three payments will be deducted from your chosen payment method every two weeks. You can log in to your Afterpay account anytime to look at your payment schedule and make a payment before it’s due if you choose.

What happens if I can’t follow the payment schedule?

You’ll be able to change the due date of your payment through Afterpay’s mobile app or website. If you’re having any trouble, you can find more information HERE.

Where can I find common questions about payments?

Check out the AFTERPAY PAYMENTS FAQ.

What if I can’t pay an Afterpay installment?

If the funds aren’t available in line with your payment schedule, you might incur late fees. See Afterpay’s terms HERE for all the details.

What is your return policy?

We accept unworn, unwashed, and unaltered items* purchased directly from TOMS.com that are received by us 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 Dallas, Texas. When initiating your return, you will be asked if you'd like your refund posted to the original payment method for your order or in the form of store credit to use on TOMS.com. If you elect to have your refund returned to your original payment method, you will be charged a $4.99 return shipping fee. If you select store credit, the return shipping fee will be waived. Shipping charges are not refundable. 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 see "How do I return an item?" for further details.

*Any product(s) that have been altered after delivery will not be accepted for return, which includes applying TOMS shoe tattoos to footwear or any other item(s) purchased from TOMS. (TOMS does not take responsibility for other items where TOMS shoe tattoos have been applied - including but not limited to computers, leather goods, phone cases, water bottles, etc).
After applying TOMS shoe tattoos to any footwear or other item purchased, the item is considered final sale and non-returnable.

45 Day Satisfaction Guarantee

At TOMS, we stand behind our products. If for any reason you are not satisfied with a TOMS product that you have purchased from us or one of our authorized sellers in the United States, you may request a refund or credit within 45 days of the date of purchase.

Please note that we are unable to control the quality of TOMS products sold by unauthorized sellers Therefore unless otherwise prohibited by law, the Guarantee is not available for products purchased from unauthorized sellers, including unauthorized internet sites. The Guarantee is also limited to original, end-user purchasers in the United States.

How to Submit a Claim

To submit a Guarantee request, please contact TOMS Customer Service at 800-975-8667 and have information available regarding where and when you purchased the product. You may also be asked to provide valid proof of purchase, submit photos of your product and its packaging, mail your product to TOMS, or provide other information to assist TOMS in processing your request. You must submit your Guarantee request within 45 days of the original date of purchase. If you are asked to mail your product to TOMS, you must return the item at your own cost. TOMS does not pay for or compensate return shipping costs.

Guarantee Guidelines

TOMS reserves the right to verify information, require a valid proof of purchase, and to deny Guarantee requests in its discretion in cases of suspected fraud or where TOMS concludes that the purchaser has abused the Guarantee. TOMS may amend or terminate the Guarantee at any time without notice.

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.

What if I am outside the contiguous United States?

If you are outside the contiguous United States (i.e. Alaska, Hawaii, Puerto Rico, APO/FPO, or another U.S. territory), you may return unworn, unwashed, and unaltered items. Any such return must be received at our warehouse within 30 days of your order date or it will not be accepted.

Mail your return to:

RETURNS TOMS® C/O Cart.com

10300 Sanden Drive, Suite 100

Dallas, TX 75238

What about my refund?

Items should be returned within 30 days of your order date. When initiating your return, you will be asked if you'd like your refund posted to the original payment method for your order or in the form of store credit to use on TOMS.com. If you elect to have your refund returned to your original payment method, you will be charged a $4.99 return shipping fee. If you select store credit, the return shipping fee will be waived. Shipping charges are not refundable. In order for you to receive your refund back to your original payment method, we must receive your items within 30 days of your order date. Once we receive your item(s), please allow 7-10 working days for us to process your refund. If you paid with a TOMS.com gift card or TOMS.com store credit, you will receive the money back as TOMS.com store credit. Your TOMS.com store credit will go back into your TOMS.com account. Don't have an account? Use the same email address you used to make your original purchase to Create an Account. Please see our Terms of Sale for more information on TOMS.com store credit, including details and restrictions. If you paid via PayPal, your refund will be issued back to your PayPal account. If you paid with a credit or debit card, your refund will be issued back to your card. The time it will take for your refund to post to your bank account, PayPal account or credit card will vary. Please note that your refund will appear as an individual credit for each item returned, so you may see multiple credits on your credit card/bank/PayPal statement if you are returning multiple items. Refunds are processed based on applicable item and tax charges. We do not refund original shipping charges.

How do I return an item?

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 Dallas, Texas warehouse within 30 days of your order date. Items marked as FINAL SALE are not eligible for return.

Step 1

With your order number and billing or shipping zip code handy, visit our Returns Portal to begin.

Step 2

Follow the instructions to print your UPS return label.

Step 3

Package the unworn item(s), including the return form, and bring the package to any authorized UPS location. Once received, please allow us 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, PayPal account or credit card varies.

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. Please note that if you elect to have your refund returned to your original payment method, you will be charged a $4.99 return shipping fee. If you select store credit, the return shipping fee will be waived. Shipping charges are not refundable. 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.

Do you refund original shipping charges?

Refunds are processed based on applicable item and tax charges. We do not refund any original shipping charges.

How do I return a gift I received?

We are happy to refund gifts purchased on TOMS.com in the form of a TOMS.com store credit. To start a gift return, please contact us and make sure that you have the original order number and shipping zip 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 store credit does not expire. Please see our Terms of Sale for more information on TOMS.com store credit, including details and restrictions.

Does TOMS^® provide a return shipping label?

We provide a return shipping label if you are within the contiguous United States.

When initiating your return, you will be asked if you'd like your refund posted to the original payment method for your order or in the form of store credit to use on TOMS.com. If you elect to have your refund returned to your original payment method, you will be charged a $4.99 return shipping fee. If you select store credit, the return shipping fee will be waived. Shipping charges are not refundable.

Need to return something? Start your return.

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.

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 Sale for more information on TOMS^® Gift Cards.

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 Sale for more information on TOMS^® Gift Cards.

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 Sale for more information on TOMS^® Gift Cards.

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 Sale for more information on TOMS^® Gift Cards.

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.

Where's my stuff?

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

Does TOMS^® ship to P.O. Boxes or Military APO/FPO addresses?

Yes, we can ship to P.O. Boxes with Standard shipping. Unfortunately, we cannot ship to P.O. Boxes if an order contains more than three items. Additionally, we do ship to Military APO/FPO addresses.

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. 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:

• UPS: 1 (800) 742-5877
• USPS: 1 (800) 275-8777

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.

Does TOMS^® ship internationally?

TOMS.com does not ship orders to international addresses.

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

• For Canada: TOMS CA Site
• For the UK: TOMS UK Site
• For France: TOMS FR Site
• For Germany: TOMS DE Site
• For the Netherlands: TOMS NL Site

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

If the product(s) you purchased are damaged or otherwise show material or manufacturing defects, please submit your warranty claim here.

If you believe that the TOMS^® shoes products you purchased are defective with regard to materials and workmanship within 60 days of the date of purchase, please make sure you submit the requested information with the claim form.

Please note that this warranty does not apply to fair wear and tear, wilful damage, abnormal storage, alterations, repairs, improper fit, scratched lenses (for eyewear) or improper or unreasonable use.

We will review your warranty claim once we have all the requested information and we will confirm the outcome via email. Should we notice that your claim is incomplete, or we require additional information, we will contact you. Please note that all additional information requested needs to be sent to TOMS within 30 days of initial request, otherwise your claim will be closed.

If you purchased your product(s) from a retailer, please contact them directly for information on any warranty they may offer.

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.

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.

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.

What is Ortholite^®?

Ortholite^® is a high-performance, lightweight insole that offers unmatched comfort and eco-friendly elements. That means more comfort for you, and less impact on the planet.

All OrthoLite^® insoles are:

• Lightweight and high-performance
• Breathable
• Durable
• Odor-resistant
• Washable
• Made with recycled and sustainable materials, like recycled rubber and bio-oil derived from castor plants.

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.

How do sizes compare between US, UK and EU?

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.

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 centimeter conversions.

What size would I be for apparel?

Determine your size by measuring your chest width and length. Reference the chart below to determine your size.

I found TOMS^® products for sale on an auction website. Are they authentic?

TOMS^® does not sell directly on any auction website. Any items purchased from an auction site are purchased at your own risk. Auction websites do not guarantee the authenticity of the products sold on their sites. For this reason, there may be counterfeit goods available through auction sites, despite language that the item is genuine or authentic.

Is TOMS^® partnering with Skechers to make BOBS?

No, TOMS^® is not partnering with Skechers on BOBS or any other product. TOMS^® prides itself in responsibly fulfilling the promise of One for One^® on the giving side, delivering quality products, and having a passionate and supportive community. We hope to inspire other companies and individuals to incorporate giving in to their businesses, although we encourage them to do so responsibly... and creatively.

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.

Where does TOMS^® manufacture its products?

TOMS^® products are manufactured in various countries. Since 2013, TOMS^® has produced over 1/3 of Giving Shoes through local manufacturing. View our suppliers list.

Where is TOMS^® eyewear manufactured?

TOMS^® eyewear is manufactured in China and Italy.

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.

How do I care for my TOMS^® shoes?

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.

Storage

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

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.

How do I apply my shoe tattoos?

Before Application: Dab a small amount of rubbing alcohol on an inconspicuous area to ensure removal does not impact the color or integrity of the shoe. When selecting a tattoo, consider the color of your shoe for best tattoo visibility.

1. 1. Remove tattoo from sheet
2. 2. Place on your product
3. 3. Use fingertips to gently apply pressure on tattoo
4. 4. Peel off front film
5. 5. Express yourself with new shoe art!

• NOT suitable for skin.
• Do not use on leather, suede, fur or silk.
• Shoe tattoos are single-use and cannot be reapplied after removed.
• Stickers are water-resistant, however, prolonged exposure to water may affect product integrity.
• Warning: choking hazard. Not suitable for children under 3 years old.

How do I remove my shoe tattoos?

1. 1. Lightly apply rubbing alcohol onto tattoo
2. 2. Wait 5-10 minutes, then remove tattoo
3. 3. If tattoo remnants linger, repeat first two steps.

*Any product(s) that have been altered after delivery will not be accepted for return, which includes applying TOMS shoe tattoos to footwear or any other item(s) purchased from TOMS. (TOMS does not take responsibility for other items where TOMS shoe tattoos have been applied - including but not limited to computers, leather goods, phone cases, water bottles, etc).
After applying TOMS shoe tattoos to any footwear or other item purchased, the item is considered final sale and non-returnable.

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 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.

What does TOMS^® give?

TOMS^® gives at least ⅓ of our annual net profits for good. 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.

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 for good. You can find more details about our latest giving in our impact report.

What issue area is TOMS^® focused on now?

At TOMS^®, we believe in a more equitable tomorrow—one where all people have a chance to thrive. TOMS focuses on nonprofits that provide mental health resources. This includes giving to nonprofits that serve their communities' mental health needs within their larger education, employment and gun violence prevention programs.

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.

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 2023, TOMS’ impact reached 11 countries.

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 2023, TOMS^® worked with 39 partners.

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.

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.

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.

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.

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.

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!

Are you currently receiving submissions for new partners?

We are always happy to hear about organizations having an impact on the ground in the area of mental health. 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 profits for good.

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.

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.

Is there still a give associated with earthwise™ products?

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

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).
• • Investing in earthwise™ our products designed with the planet in mind.
• • 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.
• • thredUp - TOMS has partnered with thredUP to encourage customers to send in gently worn shoes, clothing and accessories in exchange for TOMS.com credit—providing a platform to buy preloved products, helping keep items out of landfills, and reducing the need for new production. Since launching a TOMS-specific thredUP platform in April 2023, more than 940 items have been recirculated. In total, through thredUP, 64.5K TOMS products have been recirculated since 2014. Shop TOMS (re) WEAR GOOD here.

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.

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 continue to be plastic-free in our packaging (except for some hangtag fasteners). All of our earthwise™ products are 100% plastic-free and we’ve switched our samples to use 100% recycled LDPE polybags.

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.

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.

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.

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.

What is the TOMS^® Rewards Program?

The TOMS^® Rewards Program (Rewards Program) is a free loyalty program that rewards you for shopping at TOMS.com or TOMSSurpriseSale.com. Once you sign up, you get points for certain activities, such as shopping, clicking on emails, and following TOMS on social media. You get great benefits immediately after joining, including coupons, exclusive sweepstakes, early access to TOMS.com sales and more. Earn 350 points and get even more exciting benefits, including free shipping for a year.

You can redeem points for exclusive rewards like TOMS^® Canvas Classic shoes and coupon codes.

Unfortunately at this time, the TOMS^® Rewards Program is available only in the U.S.

Do I need a TOMS^® account in order to sign up for TOMS^® Rewards?

Yes, all members of TOMS^® Rewards Program must also have a valid TOMS.com account. If you do not have an account, sign up now.

Are there different Member levels?

Yes, there are three (3) levels within the Rewards Program: Good, Gooder and Goodest.

What are the benefits of each Member level?

All members enjoy benefits like coupons, birthday gifts, early access to TOMS.com sales and more. Goodest members also get free shipping.

The Rewards Program sends emails about up-coming sales and promotions. If you do not opt in to TOMS^® emails, you will not receive these notifications. There is an email sign-up at the bottom of every page on TOMS.com.

Visual person? We understand. Check out the chart below for a breakdown of membership benefits.

How do I move from one level to the next?

When you sign up for the Rewards Program, you’re automatically Good status. If you earn 125 points during the 12-month period after you enroll, you will move up to Gooder status. If you earn 350 points during the 12-month period after you enroll, you will move up to Goodest status. However, if you have not earned 350 points within that period, in order to move to Goodest status, you will need to earn 350 points over the next 12-month period (i.e., points do not carry forward from one 12-month period to the next and, if Gooder or Goodest status is not achieved, “qualifying” points are reset to zero on each anniversary date of when you signed up for the Rewards Program or when your membership level is re-set to Good status as described below).

Once you’ve reached Goodest status, you have 12 months from the date you reach Goodest status to earn 350 additional points in order to maintain that status level. If you do not earn 350 points during that 12-month period, your status level will be re-set to Good and you will no longer have access to exclusive benefits, including free shipping. But, don’t worry, you will be able to move up to Gooder or Goodest status if you earn 125-350 points within the following 12-month period or any subsequent 12-month period after that, as described above. Good status can never lose their status level.

How do I earn points?

In the Rewards Program, you are rewarded for shopping. Good will earn one point per $1, Gooder will earn 1.25 points per $1 and Goodest will earn 1.5 points per $1 spent on TOMS.com and TOMSSurpriseSale.com. While this applies to almost all purchases on TOMS.com and TOMSSurpriseSale.com, please note that shipping, taxes and some sale merchandise are excluded from this promotion. Also, gift cards are also a special situation; buying the gift card doesn’t earn you points, but you will earn points if you use a gift card as your payment method.

There are other ways to earn points, including through social media activities and promotions (Social Media Qualified Activities). Just make sure you are logged in and your TOMS^® Rewards account is connected to your social accounts so you can get credit.

A full list of non-purchase Social Media Qualified Activity – and the number of points you will earn for each – will be featured on the TOMS^® Rewards Dashboard. There may be limitations placed on how often and/or how many total points you can earn by completing any Qualified Activity, and any such limitations will be stated on the TOMS^® Rewards Dashboard.

While we’re happy to have you share our content, we also know no one enjoys spam. Make sure you’re not violating any of the terms and conditions of any social media platform. In the event TOMS^® determines, in its sole discretion, that you are abusing these Social Media Qualified Activities, your account may be terminated and any points earned will be forfeited.

How can I connect or (disconnect) my TOMS^® Rewards account to my social media accounts?

Head over to your TOMS^® Rewards Dashboard and connect to all available social media accounts for points!

If for some reason you want to disconnect your social media accounts, simply click the "Disconnect" link within your TOMS^® Rewards Dashboard.

Please note that if you disconnect your social media account(s) from the Rewards Program in the same month you connected them, the points you received for connecting your social media accounts will be deducted from your TOMS^® Rewards account. You can only connect and disconnect your social media account(s) from the Rewards Program one (1) time per calendar month.

I've already connected my social media accounts. How do I start earning points?

Now that you've successfully synced your social media accounts and your TOMS^® Rewards account, you can start earning points for following us, sharing our posts and more. A full list of Social Media Qualified Activities is available on your TOMS^® Rewards Dashboard.

Twitter: How do I get points for Twitter activities?

Connect your Twitter account in the Social Media Qualified Activities. You will get points for following us and retweeting us in the future. You will NOT earn points for retweeting a status that was published prior to the date you signed up for the Rewards Program. We do not award points for @mentions, but feel free to say hi anyway!

There are limits to how often and/or how many total points you can earn by tweeting/retweeting, so please check your TOMS^® Rewards Dashboard for all the details.

Facebook: How come I can't get points for Liking TOMS^®?

Unfortunately we do not offer points for "liking" TOMS^® on Facebook at this time.

Can I earn points for all TOMS^® Rewards activities on my mobile or tablet browser?

Yes, you can earn points on a mobile device but you will need to disable private browsing. Check your browser settings on your mobile device to ensure it will accept cookies.

Do I have to be logged in to TOMS^® Rewards to receive points for my online purchases?

Yes.

I bought a bunch of cool items on TOMS.com before signing up for the Rewards Program! Can I get points for past purchases?

No, points are only issued for purchases once a member is enrolled in the Rewards Program.

Are points awarded based on the original price or discounted price?

Points awarded are based on the price you paid for a product, but less taxes, shipping and handling charges and any other fees.

Gift cards also have their own set of rules. Buying the gift card doesn’t earn you points, but you will earn points if you use a gift card as your payment method.

How come my number of points and TOMS^® Rewards member level haven't updated on the account drop down?

Please allow up to 24 hours for the account drop down to update.

When I make a purchase, why do I see “Pending Points” on my dashboard?

When you make a purchase, your order will appear on your dashboard showing “Pending Points.” This means you have not been awarded your points yet. You will be awarded your points when your order has shipped. If you return your purchase, your points will be deducted.

What are my points to redeem?

Your points to redeem are the number of points you have available to redeem for rewards. This number increases as you earn points and decreases with each reward you redeem.

To review your available points to redeem, check out your TOMS^® Rewards Dashboard.

Can I lose my points?

Your points to redeem can expire.

You may also lose points to redeem for returning item(s) that you received points for. If you choose to refund the original payment method, the points will be lost.

To keep your points to redeem from expiring, you must make another purchase on TOMS.com or TOMSSurpriseSale.com within (12) months of your last purchase.

TOMS^® will send you notifications to remind you when your points are set to expire, but it is your responsibility to monitor your TOMS^® Rewards account and points status.

We love free stuff too, but redeeming a reward coupon code for free product does not count as a purchase.

What rewards can I get from the Rewards Program?

Rewards are constantly changing, so please check your TOMS^® Rewards Dashboard for the latest! Examples include TOMS^® shoes, sunglasses, Giving rewards, discount codes for TOMS.com and exciting TOMS^® Sweepstakes.

Note that some of the rewards, prizes and sweepstakes will be subject to restrictions, so make sure to read the fine print.

How do I redeem my points for a reward?

Once you have enough points to redeem for a reward, visit your TOMS^® Rewards Dashboard, click the reward you would like to redeem, then follow the checkout instructions. You will receive a confirmation email when the transaction is complete.

Choose wisely! If you redeem your points for a reward, your transaction cannot be reversed or refunded. Reward redemptions are final.

Reward items will be provided on a first-come, first-serve basis and may be subject to availability, so once a reward item has sold out, it may no longer be available. Additional terms and conditions may apply to rewards. We will make sure to list them out on the TOMS^® Rewards Dashboard. Reward items will be provided "as is" with no warranty or guarantee, either express or implied, by TOMS^®. All reward item details are at the sole discretion of TOMS^®.

You cannot transfer, substitute or redeem rewards for cash. TOMS^® reserves the right to substitute a reward item of comparable or greater value, at its sole discretion. You are responsible for all federal, state and local taxes as well as any other costs or expenses associated with a reward item not specified herein or on Rewards Program website as being provided. Rewards are considered taxable income and are subject to local, state and federal taxes. When the value of the reward items for which you have redeemed points reaches USD $600 or more in a calendar year, a 1099 tax form will be generated and mailed to you for tax reporting purposes. TOMS^® recommends that you keep all account statements sent to you when you redeem points for reward items for your record keeping purposes.

Reward items will be sent to the mailing address provided at checkout or the email address provided in your TOMS^® Rewards account, as applicable. Please note that you may be charged shipping and handling fees as noted on TOMS.com or the Rewards Program website (during checkout) for any reward items mailed to you, unless a shipping promotion applies (if any). You are responsible for updating your registration information. No reward items will be shipped to destinations outside the United States. Rewards that can be delivered electronically will be delivered in approximately 48 hours from the date the redemption is fully processed. The Rewards Released Parties (as defined below) shall not be liable for any damages, losses or delays in connection with any shipments.

Reward coupon codes will be reflected in your TOMS^® Rewards account on the Rewards Program website and also issued via email to the email address in your TOMS^® Rewards account. If a reward coupon code expires, the expiration date will be clearly disclosed and reward coupon code must be used by such expiration date or it will be void. Please follow the instructions provided along with the reward coupon code for your specific redemption instructions. Reward coupon codes will generally automatically be issued within 24 hours after your rewards redemption. Multiple reward coupon codes cannot be combined in a single order. Reward coupon codes are not redeemable towards purchases of gift cards (electronic or physical). The reward coupon code will be applied to the qualifying purchase subtotal, after all discounts have been applied but before applicable taxes, shipping and handling charges.

Reward coupon codes may only be redeemed by the Rewards Program member to whom the reward coupon code was issued. Reward coupon codes are not redeemable for cash. Reward coupon codes cannot be applied to previous purchases. Reward coupon codes may not be combined with any other discounts, promotions or offers, except for any shipping promotions available on TOMS.com (if any).

If you choose to redeem your points to help TOMS^® support one of its various charitable partners or causes being supported, your redemption will not be tax deductible to you. Decisions with respect to how points will be used to support such partners or causes will be determined by TOMS^® in its sole and absolute discretion.

Gift Cards and discounts given as rewards are subject to terms and conditions specified thereon and in our Terms of Sale, including, but not limited to, any expiration dates. Experiential rewards are subject to additional terms to be provided by TOMS^®.

Rewards such as coupon codes for products or discounts need to be redeemed through TOMS.com using the rewards coupon code that was emailed to you and is also available in your TOMS^® Rewards Dashboard. For all other rewards, further instructions will be provided once the reward is redeemed. In the event we need to provide you with further instructions, you will receive a separate email from TOMS^®.

If I select to redeem points to help TOMS^® support a charitable reward, is the value of those points tax deductible to me?

No, the value is not tax deductible to you.

How many rewards can I redeem at once?

You may redeem rewards one at a time, and they cannot be combined with any other offers, discounts or promotions, except for any shipping promotions available on TOMS.com (if any).

Do any rewards I've redeemed have expiration dates?

Yes, some rewards may expire. Be sure to check the details when selecting your reward for all additional info.

Can I redeem a TOMS^® Rewards coupon code that is already discounted or subject to another promotion or offer?

No, you may not combine a TOMS^® Rewards coupon code with any other promotion, offer or discount, except for any shipping promotions available on TOMS.com (if any). In other words, reward coupon codes can only be redeemed on full-price items.

Will I pay for shipping when I redeem my TOMS^® Rewards coupon code on TOMS.com?

Your coupon code doesn’t affect whether or not you pay for shipping. If you have Goodest status, or if there’s a site-wide promotion on shipping, you will still get free shipping regardless of coupon code. Otherwise, yes, you are responsible for paying for shipping.

Can I transfer my points or rewards to another member?

No, you cannot transfer or sell points or redeemed rewards to anyone else. Anyone suspected of this will forfeit acquired points and risk possible suspension or termination of your rewards and/or TOMS^® Rewards account.

Why should I join the TOMS^® marketing email list?

Program participants will be sent emails about up-coming sales and promotions but only if you’re opted in for TOMS^® Marketing emails. Otherwise, you probably won’t hear about these sales, and you’re not going to want to miss out on these.

There is an email sign-up at the bottom of every page on TOMS.com.

How do I unsubscribe from TOMS^® emails?

To unsubscribe from TOMS^® emails, click the "unsubscribe" link at the top or bottom of any TOMS.com email or reply to the email with "UNSUBSCRIBE" in the subject line.

Why didn’t I get points for subscribing to TOMS^® marketing emails?

We don’t award points anymore for opting in for emails, only for clicking.

I don't want to be a part of the TOMS^® Rewards Program any longer – how can I cancel my membership?

We're sorry to see you leave, but if you no longer want to be a part of the TOMS^® Rewards Program, please call or chat our Customer Support team at 800-975-8667, Mon-Fri 8am-5pm PT, and they can assist you.