Questions about TOMS®

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

  • TOP QUESTIONS

    1. Where's my stuff?

      Enter your tracking number below to track your package.

    2. How do I return an item?

      We accept returns on certain items within 60 days from your date of purchase. All items must be unworn and in saleable condition. We do not accept returns of Gift Cards or anything marked "Final Sale." Please note that we do not refund any original shipping costs you may have incurred.

      Please see "I want to return an item? How can I do this?" for further details.

    3. Do you offer exchanges?

      At this time we do not offer direct exchanges. Please see "Do you offer exchanges?" for further details.

    4. 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.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.

    5. Can I return products I purchased from a retailer on TOMS.ca?

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

    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.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.

  • ORDERING ON TOMS.CA

    1. What Forms of Payment does TOMS.ca accept?

      We accept Visa, MasterCard, TOMS® Gift Cards and TOMS® store credit. We do not accept American Express, Discover, Paypal, checks or cash 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
      • MasterCard
    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. 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, such as the following:

      • Men's: solid color Canvas Classics, Natural Burlap, and Earthwise Slate Classics.
      • Women's: solid color Canvas Classics, Natural Burlap, Earthwise Slate Classics, Black Glitters, and Silver Glitters.

      If we do not have the style in which interests you, please check with a local retailer to see if they carry that style. Click here for a list of retailers.

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

      Redeeming your TOMS® Gift Card is easy! Simply enter the 16-digit code (exactly as shown - including the dashes) in the box labeled "TOMS Gift Card" at Step 2 of checkout, then hit "Apply" before submitting your order. If redeemed properly, you will see the discount reflected in the total on the right side hand 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. 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.

  • RETURNS

    1. What is your return policy?

      We accept unworn products purchased exclusively from www.TOMS.ca within 60 days from your date of purchase. Please note that certain items are nonreturnable, including TOMS Roasting Co. coffee, Gift Cards or anything else marked "Final Sale."

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

      Processing a return is easy! You may have the option of creating a return to a TOMS® store credit or receiving a refund to your original payment method. Just follow these simple steps:

      Step 1: Submit Return Request Online

      1. 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.
      2. From your Account page, expand the Orders section and select the order containing the item(s) which you wish to return.
      3. In the Order view, select the item(s) to be returned by clicking the "Return item" button. Please note that items marked as "Shipped" or orders placed within the last 60 days are eligible for return, but excluding Gift Cards and any "Final Sale" items.
      4. Follow the easy step-by-step guide by selecting the item(s) to be returned, the quantity to be returned, the reason for which you are returning the item(s) and your refund method (store credit or refund to your original payment method).
      5. Please note that we do not refund any original shipping costs you may have incurred.
      6. Once your return request is completed, an e-mail will be sent to the address on the original order containing the return form.

      Step 2: Package Item(s)

      Be sure to include the return form in your box, along with your unworn item(s) in their original packaging.

      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!

      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

    3. How long does it take for me to a get a refund?

      Once we receive your return, please allow up to 7 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 5-7 business days to post to your account. Please note that we do not refund any original shipping costs you may have incurred.

    4. 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 for a refund to a TOMS® store credit as this will allow you to repurchase from our live inventory. Our store credit does not expire. Please see here for additional information on TOMS® store credit.

    5. I would like to return a gift I received for a refund. Is this possible?

      Sorry! Unfortunately, gifts cannot be returned for a cash refund. However, TOMS® is happy to refund gifts in the form of TOMS® store credit. To create a return for a gift you received, you will need to know the order or invoice number as well as the shipping zip code or billing last name. Please contact Customer Service to help you locate this information if you do not have it.

    6. 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.

    7. Can I return products I purchased from a retailer on TOMS.ca?

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

    8. If I return my shoes, does TOMS® take a pair away from a child?

      We accept returns within 60 days from the date of purchase. This timeline allows us to evaluate how many pairs of shoes are final sales and can be therefore counted towards our giving program. Once shoes are given to a child, they are his or her shoes. We would never take back a given pair.

    9. Can I return TOMS® products that I purchased online to an official retailer?

      Products purchased on www.TOMS.ca must be returned directly to us. If you want to return a product you purchased from a retailer, please contact that retailer directly for information on their return policy.

    10. 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.

    11. 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 cannot be returned; 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.

    12. 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. 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® store credit.

    13. 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® store credit.

  • SHIPPING METHODS AND TIMES

    1. Where does TOMS.ca ship to?

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

    2. 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.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.

    3. Does TOMS® ship internationally?

      TOMS.ca only ships within Canada.

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

      Select TOMS® products are also available at official retailers across the world; to find one closest to you, visit our Store Locator.

  • PRODUCT SIZING AND QUESTIONS

    1. 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.

    2. Will my TOMS® 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.

    3. How do I wash my TOMS® Shoes?

      We highly recommend hand washing TOMS® Shoes in cold water with a gentle detergent and letting them air dry. We do not recommend putting TOMS® Shoes 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.

    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 leather does TOMS® use for its insoles?

      Our leather insoles are made of pig suede. Please note that certain styles do not use leather insoles, but instead utilize insoles made of microfiber, hemp, canvas, faux shearling or other materials.

    6. What is the sizing for apparel?

      CHEST AND LENGTH MEASUREMENTS

      Take one of your favorite t-shirts, lay it flat and then measure the width and length. For width, make sure you measure across the chest. Refer to the apparel sizing chart below for more information on sizes.

      WOMEN'S SCOOP NECK
        XS S M
      Chest 15.25 16.25 17.25
      Length 24.5 25.5 26.5
      WOMEN'S BASIC FIT
        XS S M
      Chest 16.25 17.25 18.25
      Length 24.6 25.6 26.6
      WOMEN'S V-NECK
        XS S M
      Chest 14.25 15.25 16.25
      Length 24.25 25.5 26.5
      WOMEN'S CREW NECK SWEATSHIRT
        XS S M
      Chest 17.5 18.5 19.5
      Length 26 26.5 27
      WOMEN'S HOODIE ZIP UP
        XS S M
      Chest 16 17 18
      Length 25.75 25.75 25.75
      WOMEN'S BALLET PULLOVER
        XS S M
      Chest 19 20.5 22
      Center Front 16 17 18
      Body Length      
      Sleeve Length 24.25 25.5 26.5
      MEN'S CREW NECK
        S M L
      Chest 19 20 21
      Length 26.5 27.5 28.5
      MEN'S CREW NECK SWEATSHIRT
        XS S M
      Chest 18.5 19.5 20.5
      Length 28.5 29 29.5
      MEN'S HOODIE ZIP UP
        XS S M
      Chest 18.75 19.75 20.75
      Length 28.5 28.5 28.5
      UNISEX TANKTOP
        XS S M
      Chest 15 16 17
      Length 27 28 29
    7. 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 JP
      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
      11.5 10.5 29.0 17.6
      Youth Sizing Chart
      US/CA UK EU JP
      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.

    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 women's shoe size 8.5 is roughly equivalent to a men's shoe size 7. 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, women's shoe size 5 is similar in fit to a youth 3. Also you can reference the youth sizing chart above for centimeter conversions.

    10. Where are TOMS® Shoes manufactured?

      TOMS® Shoes are manufactured in various countries, including Argentina, China, Ethiopia, India, Kenya and Haiti. TOMS is on track to meet our goal of 1/3 local production of our Giving Shoes in 2015. You can follow our progress on the TOMS® Blog.

    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.

  • OFFICIAL TOMS® RETAILERS

    1. Where can I find a retailer that carries TOMS®?

      Visit our Store Locator to find one of our amazing retailers.

    2. Can I return products I purchased from a retailer on TOMS.ca?

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

  • GENERAL TOMS® QUESTIONS

    1. How was TOMS® started?

      TOMS® was founded in 2006 by Blake Mycoskie, who was inspired by a trip to Argentina where he saw extreme poverty and health conditions, as well as children walking without shoes. TOMS® was 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.

    2. Is TOMS® a non-profit organization?

      TOMS® 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.

    3. 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.

    4. 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.

    5. 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.

    6. 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.

    7. My shoes/eyewear are defective. What should I do?

      If shoes or eyewear you purchased from TOMS.ca are damaged or otherwise show material or manufacturing defects, please contact Customer Service via telephone or e-mail at the e-mail address noted below. Please note that this warranty does not apply to fair wear and tear, wilful damage, abnormal storage, alterations, repairs, improper fit, scratched eyewear lenses, nor improper or unreasonable use. Please note that our warranties are non-transferable.

      SHOES: If you believe that the TOMS® Shoes you purchased are defective with regard to materials and workmanship within 12 months of the date of purchase, please e-mail the TOMS® warranty department at warranty@TOMS.com with the following information:

      • Order number (in subject line)
      • A short description of issue
      • Pictures clearly displaying the issue
      • Shipping address for any repairs/replacement product (if changed from original shipping address)

      EYEWEAR: If you believe that the TOMS® eyewear products you purchased are defective with regard to materials and workmanship within 24 months of the date of purchase, please e-mail the TOMS® warranty department at eyewearwarranty@TOMS.com with the following information:

      • Order number (in subject line)
      • A short description of issue
      • Pictures clearly displaying the issue
      • Shipping address for any repairs/replacement product (if changed from original shipping address)

      If you purchased your product(s) from a retailer, please contact that retailer directly for information on their warranty policy.

  • Get Involved

    1. How can I promote TOMS® on my campus?

      Please visit our Customer Engagement team at Community@toms.com for further information.

    2. I'm interested in hosting a "Style Your Sole" party. What do I do?

      Please visit our Style Your Sole page.

    3. I work with NGO's or non-profit organizations — how can we help distribute TOMS®?

      Please visit our Giving Partners page for more information on how we choose our partners or to apply to become a Giving Partner.

    4. 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.

    5. I represent a community or organization. How can we support the TOMS® movement?

      There are several ways you can incorporate TOMS® giving into your community. Please visit TOMScommunity.com to get started.

    6. How can I connect with TOMS® Community Online?

      Please visit us at or .

  • 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!

    • Message Us

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

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

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

  • GIVING IN THE U.S.

    1. Why are you giving in the U.S. now?

      TOMS® has been giving in the U.S. on a small scale since 2008. We've spent the last few years testing and adapting our U.S. giving so we could responsibly launch a sustainable, large-scale giving effort. With so much need in our own backyard, we knew we could to help in a big way. We've met our goal and are excited to announce that as of the end of 2014, TOMS has given 1 million pairs of shoes to children in need in the U.S.

    2. How many shoes are you giving in the United States?

      As of 2014, TOMS® has given over 1 million pairs of new shoes to children in the United States. TOMS® Shoes reach children in over 35 states through our Giving Partners.

I just helped a person in need by purchasing from TOMS. Join the movement.