TOMS Customer Service

If you have any questions, you've come to the right place!

TOMS Customer Service will be closed Tuesday, December 25th and Tuesday, January 1st. We will respond
to all messages upon our return. Thank you for your understanding!
Where's my Stuff?
To track your order, click here and enter in your tracking number.
How do I return an item?
Processing a return is easy! You have the option of creating a return to a TOMS E-Gift Card or receiving a refund to your original payment method. Just follow these simple steps:

    Step 1: Submit Return Request Online
    • Log in to your TOMS account. If you originally checked out as a guest, you will need to create an account on TOMS.ca. When creating your account, please be sure to use the same e-mail address that you used when making your original purchase.
    • From your Order History page, select "Return" for the order containing the item(s) you wish to return.
    • Follow the easy step-by-step guide. Select the items to return, the reason for your return, and the type of return that you would like – E-Gift Card or refund to original payment method.
  1. Step 2: Package Item(s)
    • Be sure to include the downloadable return form in your box, along with your unworn item(s).
    • You can use your original TOMS shipment box or any unmarked cardboard box — just make sure there are no existing shipping labels or stickers on the box!
  2. Step 3: Ship Back to TOMS
    • Mail your return back to TOMS.
      TOMS Returns
      C/O NRI
      19332 24th Ave
      Surrey, British Columbia, V3S 3S9
    • Once we receive your return, please allow up to 7 business days to process your request. When your return has been processed you will receive an email with either your E-Gift Card Information or a notification that your refund was processed. Please allow 1-2 billing cycles for a credit card refund to appear.
Do you offer exchanges?
Due to our constantly changing inventory and high demand we do not currently offer direct exchanges. If you would like an exchange, we recommend creating a return to a TOMS E-Gift Card. This will allow you to repurchase from our live inventory. Our E-Gift Cards do not expire and can be used by anyone, at any time. Once we receive your return, please allow up to 7 business days to process your request. When this is complete, you will receive an e-mail with your E-Gift Card information.
How much does shipping and handling cost?
Shipping costs vary with every order. All shipping options and costs will be calculated for you in the “Shipping Method” section during checkout.

Contact Us

  • Phone

    Call Us
    800-975-8667
    Mon-Fri: 5am - 6pm PST
    Sat-Sun: 6am - 3pm PST

  • Offline

    Chat with Us Mon-Fri: 5am - 6pm PST
    Sat-Sun: 6am - 3pm PST
    Chat Now Chat Offline

  • Email

    Message anytime Send us a message via our Message Us page.

  • Twitter

    Tweet Us Follow us @TOMSsupport
    and shoot any questions you may have our way.

What forms of payment does TOMS.ca accept?
TOMS.ca accepts Visa and MasterCard. We do NOT accept pre-paid gift cards, PayPal, checks, or cash at this time. Please note that we only accept one form of payment per order.

credit cards
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 bank has on file. If you enter billing address information that your bank does not have on file, then your order will not go through.
When will you be restocking shoes that you're out of?
Most of our styles are seasonal or limited editions; this means once they sell out they will not be restocked. However, some of our classic styles are frequently restocked:

  • Mens: solid color canvas classics, natural burlap, and earthwise slate classics.
  • Womens: solid color canvas classics, natural burlap, earthwise slate classics, black glitters, and silver glitters.

If we do not have the style you are interested in, please check with a local retailer. Click here for a list of retailers.
How do I redeem my TOMS Gift Card?
Redeeming your TOMS Gift Card is easy! You will need to be logged in to your TOMS account to redeem a Gift Card. Simply enter the 16-digit code (exactly as shown – including the dashes) in the box labeled "TOMS Gift Card" at step 2 of checkout. Hit “Add Gift Card” before submitting your order. If redeemed properly, you will see the discount reflected in the total on the right side hand of your screen.

Gift cards are only redeemable at TOMS.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.
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, you can be assured your order did go through and will be processed. You should also receive an email confirmation shortly after your order is submitted.
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 cancelled or modified once it is placed. Please refer to our return instructions on how to return your order once you receive it.
What is your return policy?
  • We accept unworn products purchased exclusively from TOMS.ca within 60 days from the date of purchase.
I want to return an item. How can I do this?
Processing a return is easy! You have the option of creating a return to a TOMS E-Gift Card or receiving a refund to your original payment method. Just follow these simple steps:

  1. Step 1: Submit Return Request Online
    • Log in to your TOMS account. If you originally checked out as a guest, you will need to create an account on TOMS.ca. When creating your account, please be sure to use the same e-mail address that you used when making your original purchase.
    • From your Order History page, select "Return" for the order containing the item(s) you wish to return.
    • Follow the easy step-by-step guide. Select the items to return, the reason for your return, and the type of return that you would like – E-Gift Card or refund to original payment method.
  2. Step 2: Package Item(s)
    • Be sure to include the downloadable return form in your box, along with your unworn item(s).
    • You can use your original TOMS shipment box or any unmarked cardboard box — just make sure there are no existing shipping labels or stickers on the box!
  3. Step 3: Ship Back to TOMS
    • Mail your return back to TOMS.
    • TOMS Returns
      C/O NRI
      19332 24th Ave
      Surrey, British Columbia, V3S 3S9
How long does it take for me to a get a refund?
Once we receive your return, please allow up to 7 business days to process your request. When your return has been processed you will receive an email with either your E-Gift Card Information or a notification that your refund was processed. Depending on your bank, the refund may take an additional 5-7 business days to post to your account.
Do you offer exchanges?
Due to our constantly changing inventory and high demand we do not currently offer direct exchanges. If you would like an exchange, we recommend creating a return to a TOMS E-Gift Card. This will allow you to repurchase from our live inventory. Our E-Gift Cards do not expire and can be used by anyone, at any time. Once we receive your return, please allow up to 7 business days to process your request. When this is complete, you will receive an e-mail with your E-Gift Card information.
I would like to return a gift for a cash refund. Is this possible?
Sorry! Unfortunately, gifts cannot be returned for cash. However, TOMS is happy to refund gifts in the form of a TOMS E-Gift Card. To create a return for a gift you will need to log in to your TOMS account, go to the Returns screen and click "Create a Return". You will need to know the order or invoice number as well as the shipping postal code or billing last name. Please contact Customer Service to help you locate this information if you do not have it.
Does TOMS offer free shipping on returns?
TOMS does not offer free shipping on returns.
I don't have access to a printer. What should I do?
If you don't have access to a printer, contact TOMS Customer Service, and we will happily snail mail you a return form.
If I return my shoes does TOMS take a pair away from a child?
TOMS accepts returns within 60 days from the date of purchase. This is how we evaluate how many pairs of shoes are final sales and can be counted towards our giving program. Once shoes are given to a child, they are their shoes. We would never take back a given pair.
Can I return a pair I bought online to an official retailer?
Shoes purchased on TOMS.ca must be returned directly with us.
Where does TOMS.ca ship to?
All orders ship exclusively with Canada Post. Canada Post delivers to every residential and business mailing address in Canada as well as postal boxes.
How much does shipping and handling cost?
Shipping costs vary with every order. All shipping options and costs will be calculated for you in the “Shipping Information” section during checkout.
How long does it take for my order to ship once it is placed?
TOMS does not ship orders the same day they are placed. All orders placed with Xpresspost will ship the following business day. Please allow up to 2 business days for processing orders placed with Expedited Parcel. You will receive a tracking number along with a shipping confirmation email once your order ships.
Does TOMS.ca ship internationally?
TOMS.ca only ships within Canada. If you are shipping to the United States or Australia, you must order from www.TOMS.com. If you are shipping to the UK, you must order from www.TOMS.co.uk. Please note: You cannot ship to a US address from our international sites. Additionally, you cannot ship to a Canadian or UK address from TOMS.com.

TOMS are also available at official retailers across the world; to find one closest to you, visit our Store Locator.
What size should I order?
TOMS 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 sizes, we recommend going with the smaller one since TOMS will stretch slightly as you break them in.
Will my TOMS stretch?
Your TOMS will stretch slightly with wear. They should fit snug out of the box with your toes touching the end. After a few hours of wearing, they will 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.
How do I wash my TOMS Shoes?
We highly recommend hand washing TOMS in cold water with a gentle detergent and letting them air dry. We do not recommend putting TOMS in the dryer under any circumstances. Please note that fading can be expected (especially from sun exposure) and does not compromise the durability of the shoe.
How do I care for my TOMS Eyewear?
Your new eyewear comes with a TOMS Flag lens cloth for cleaning. Using it will preserve the quality of TOMS 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 in minimizing accidental mishandling.
What type of leather does TOMS use?
We use pig suede for all leather insole styles of TOMS.
How do sizes compare between US/CA, UK, EU and Japanese systems?
  • Mens Sizing Chart
    US/CA UK EU JP
    7 6 40 25
    8 7 40.5 26
    8.5 7.5 41 26.5
    9 8 42 27
    9.5 8.5 42.5 27.5
    10 9 43 28
    10.5 9.5 43.5 28.5
    11 10 44 29
    11.5 10.5 44.5 29.5
    12 11 45 30
    13 12 46 30.5
    14 13 47.5 31.5
  • Womens Sizing Chart
    US/CA UK EU JP
    5 3 35.5 22
    5.5* 3.5 36 22.5
    6 4 36.5 23
    6.5 4.5 37 23.5
    7 5 37.5 24
    7.5 5.5 38 24.5
    8 6 38.5 25
    8.5 6.5 39 25.5
    9 7 40 26
    9.5 7.5 41 26.5
    10 8 42 27
    11 9 42.5 28
    12* 10 43.5 29
  • Tiny TOMS Sizing Chart
    US/CA UK EU CM
    2.0 1.5 17.5 9.6
    3.0 2.0 18.5 10.4
    4.0 3.0 19.5 11.3
    5.0 4.0 21.0 12.1
    5.5 4.5 21.5 12.6
    6.0 5.0 22.0 13.0
    6.5 5.5 23.0 13.4
    7.0 6.0 23.5 13.8
    7.5 6.5 24.0 14.2
    8.0 7.0 24.5 14.7
    8.5 7.5 25.5 15.1
    9.0 8.0 26.0 15.5
    9.5 8.5 26.5 15.9
    10.0 9.0 27.0 16.4
    10.5 9.5 28.0 16.8
    11.0 10.0 28.5 17.2
    11.0 10.0 28.5 17.2
    11.5 10.5 29.0 17.6
  • Youth Sizing Chart
    US/CA UK EU CM
    12.0 11.0 30.0 18.1
    12.5 11.5 30.5 18.5
    13.0 12.0 31.0 18.9
    13.5 12.5 31.5 19.3
    1.0 13.0 32.5 19.7
    1.5 13.5 33.0 20.2
    2.0 1.0 34.0 20.6
    2.5 1.5 34.5 21.0
    3.0 2.0 35.0 21.4
    3.5 2.5 35.5 21.9
    4.0 3.0 36.0 22.3
    4.5 3.5 36.5 22.7
    5.0 4.0 37.5 23.1
    5.5 4.5 38.0 23.6
    6.0 5.0 39.0 24.0

*Extended sizes available only for select styles.

How do men’s sizes compare to women’s?
When converting to men’s sizes from women’s go down 1.5 sizes. For example, a women’s size 8.5 is roughly equivalent to a men’s size 7. Keep in mind that men’s shoes run slightly wider than women’s.
How do youth sizes compare to women’s?
When converting from women’s to youth, go down two sizes. For example, women’s 5 is similar in fit to a youth 3. Also you can reference the youth sizing chart above for centimeter conversions.
Where are TOMS shoes manufactured?
TOMS Shoes are manufactured in Argentina, China (retail and giving), Ethiopia, India and Kenya. By 2015, TOMS has committed to producing 1/3 of our Giving Shoes in countries where we give. You can follow our progress on the TOMS Blog.
Where is TOMS eyewear manufactured?
TOMS eyewear is made in China.
How does TOMS ensure its 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 ensure that these standards are met. For more information on our comprehensive program, please visit our Corporate Responsibility page.
Where can I find a retailer that carries TOMS?
Visit our Store Locator to find one of our amazing retailers.
Can I return shoes purchased from a retailer on TOMS.ca?
We only accept returns for shoes purchased on TOMS.ca. Please contact the retailer you purchased your shoes from for proper return instructions.
How was TOMS started?
TOMS was founded in 2006 by Blake Mycoskie, inspired by a trip to Argentina where he saw extreme poverty and health conditions, as well as children walking without shoes. Founded on a simple premise: With every pair purchased, TOMS gives a pair of new shoes to a child in need. One for One. To learn more, visit our Company Overview.
Is TOMS a non-profit organization?
TOMS Shoes is a for-profit company with giving at its core. With our One for One mission, TOMS transforms our customers into benefactors, which allows us to grow truly sustainable giving efforts rather than depending on fundraising for support. This model has enabled us to give more shoes at a rapid rate and created thousands of customer-philanthropists along the way.
Who is TOM?
There is no TOM. Our name comes from the abbreviation of “Shoes for Tomorrow”. The original idea was – for every pair purchased today a new pair of shoes will be given tomorrow. This is how the One for One Movement was born.
How does TOMS give the matched pairs?
With every pair you purchase, TOMS will give a pair of new shoes to a child in need. One for One. Using the purchasing power of individuals to benefit the greater good is what we're all about.

To learn more on how and where we give, visit our One for One section.
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 product, 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.
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.
My shoes have a warranty issue. What should I do?
TOMS extends a 1-year warranty against any manufacturer defects in materials or workmanship that is in excess of standard wear up to one year from the date of purchase. Improper fit is not valid criteria for warranty.

If you purchased your TOMS through our online store, please email our Warranty Department at warranty@TOMS.com with the following information:

  1. Order number (include in subject line)
  2. A short description of issue
  3. Pictures clearly displaying the issue
  4. Shipping address for replacement product (if changed from original shipping address)
If you purchased your TOMS from a retailer, please be sure to contact the store first. If they are unable to help you, email our Warranty Department at warranty@TOMS.com with the following information:

  1. "TOMS Retail Purchase" in subject line
  2. Copy of receipt or proof of purchase
  3. A short description of the issue
  4. Pictures clearly displaying the issue
  5. The size and style of your TOMS
  6. Your shipping address and phone number
  7. Six digit product code located inside your TOMS
  8. Name and location of the authorized retailer where you purchased your TOMS and the reason they would not accept the return
My eyewear has a warranty issue. What should I do?
TOMS warrants its eyewear against breakage due to defects in material and workmanship for two years from the date of purchase.

Coverage is valid only with proof of purchase from an authorized TOMS dealer or from www.TOMS.ca. The following items are not covered by this warranty:

(i) Scratched lenses;
(ii) Altered eyewear; and
(iii) Eyewear that has been damaged by improper or unreasonable use (including, without limitation, eyewear that has been dropped or sat on).

To make a warranty claim, please email our Warranty Department at eyewearwarranty@TOMS.com with the following information:

  1. A short description of issue
  2. Pictures clearly displaying the issue
  3. Name of location where you purchased your TOMS eyewear
  4. Copy of your dated receipt of purchase (required)

A customer service representative will assess your claim and provide you with detailed instructions for returning product.

Note: You must have dated receipt of purchase to process a warranty claim.

If the eyewear is returned within the warranty period, and TOMS finds that the breakage was due to a defect in material or workmanship and no exception applies, then the eyewear will be replaced. In the event that the damage is not due to a defect in material or workmanship or an exception applies, then this warranty will not apply. In this event, you will receive notification through email or letter. TOMS’ only obligation under this warranty is to replace defective eyewear that is covered by this warranty. TOMS will not be liable for any other damages resulting from the eyewear. TOMS is not liable for packages lost in transit.
How can I promote TOMS on my campus?
Please visit our Campus Programs page for all information.
I’m interested in hosting a Style Your Sole party. What do I do?
Please visit our Style your Sole page.
I work with NGO’s or Non-Profits, how can we help distribute TOMS?
Please visit our Giving Partners page for more information on how we choose our partners and to apply.
I’m a teacher and want to teach about TOMS and the One for One business model. Who can I contact for this?
Thank you for your interest in sharing the TOMS story with your students. Please visit our ‘Teacher Resources’ page to download great kits full of information on how to teach about our One for One business model.

Contact Us

We here at TOMS like to talk to our customers! 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. We've got an exceptionally savvy, energetic customer service team ready to get you all the answers you're looking for. Please use one of the methods below to reach us now!

  • Phone

    Call Us
    800-975-8667
    Mon-Fri: 5am - 6pm PST
    Sat-Sun: 6am - 3pm PST

  • Live Chat Offline

    Chat with Us Mon-Fri: 5am - 6pm PST
    Sat-Sun: 6am - 3pm PST
    Chat Now Chat Offline

  • Email

    Message Us Send us a message via our Message Us page.

  • Twitter

    Tweet Us Follow @TOMSsupport
    and shoot any questions you may have our way.

If you happen to reach us offline, no worries, submit your inquiry and we’ll get back to you as soon as possible.