FAQ

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

  1. How much money is TOMS® donating to the Global Giving Fund?

    We are committing ½ of the net profit from each product sold to the TOMS® COVID-19 Global Giving Fund starting April 1, 2020. That is, for every $3 we make, we’ll contribute $1 to the Fund. We’ll then provide grants to Giving Partners providing essential services in response to COVID-19, such as mental health support, handwashing and medical supplies.

  2. Do purchases of all products support the Global Giving Fund?

    Yes, one third of the net profit from every TOMS® product purchased globally starting April, 1 2020 will support the TOMS® COVID-19 Global Giving Fund.

  3. Which TOMS® Giving Partners will the Global Giving Fund support?

    TOMS® will be funding six organizations during the first round of funding. All of the selected organizations are established Giving Partners with whom we’ve worked for a number of years. The inaugural Giving Partners are: Americares, Crisis Text Line, International Medical Corps, Partners in Health, The Mix, and WaterAid.

  4. How are these Partners responding to the COVID-19 crisis?

    Funding is currently going toward mental health support, handwashing, and medical supplies. TOMS® will continue to assess the situation and adjust funding accordingly to provide meaningful support where it is most needed.

  1. Are there changes in customer call center support?

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

  2. How long will TOMS® retail locations be closed?

    Our TOMS Retail stores are open with your health – and that of our team – as our top priority. Our in-store experience includes hygiene stations, guided social distancing, mandatory face coverings, contactless payment solutions, and rigorous sanitation policies.

  3. Is my package safe from COVID-19?

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

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

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

  5. I can’t return my order to the UPS Store due to a lockdown in my city. Will you have an extended return policy?

    To accommodate you during this time, we have temporarily extended our 30-day return policy to 60 days. We will continue to accept unworn, unwashed, and unaltered items purchased directly from TOMS.ca. See below for our full return policy.

  6. Can I still order from TOMS.ca?

    While our retail stores are closed for the time being, you can still shop with us on TOMS.ca.

  7. How are you supporting those in need during this time?

    As of April 1st, 2020, we're donating one third of our net profits to the Global Giving Fund, created to support long-time Giving Partners on the frontlines of the COVID-19 health crisis. You can learn more about the fund here.

    We know these are trying times and want to surface an important resource available to our entire TOMS community. TOMS® Giving Partner, Crisis Text Line, offers free, 24/7 text message support for those in crisis. If you're feeling anxious or isolated, or if you’re simply in need of support, text the word TOMS to 741741 to speak in confidence with a trained Crisis Counselor.

  1. Where's my stuff?

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

  2. What is your return policy?

    Item(s) that are unworn, unwashed and unaltered, or items that you believe have a manufacturer’s defect, may be returned if purchased exclusively from TOMS.ca. All returnable items should be returned unworn, in their original packaging and in saleable condition. In order for us to process your return, we must receive your item(s) within 60 days of your order date. Please account for the time it takes for the carrier to ship your item(s) back to our warehouse in Surrey, British Columbia. Gift Cards and E-Gift Cards are FINAL SALE and are not eligible for return. Additionally, any items marked FINAL SALE are not eligible for return. 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?

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

  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.

  7. Do you offer price adjustments?

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

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

    We accept Visa, MasterCard, Apple Pay, 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 Card
    • Mastercard Card
  2. I received an error message when trying to check out. What does this mean?

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

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

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

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

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

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

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

  6. Where can I track my order?

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

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

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

  8. Do you offer price adjustments?

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

  9. How can I get a gift receipt?

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

  1. What is your return policy?

    Item(s) that are unworn, unwashed and unaltered, or items that you believe have a manufacturer’s defect, may be returned if purchased exclusively from TOMS.ca. All returnable items should be returned unworn, in their original packaging and in saleable condition. In order for us to process your return, we must receive your item(s) within 60 days of your order date. Please account for the time it takes for the carrier to ship your item(s) back to our warehouse in Surrey, British Columbia. Gift Cards and E-Gift Cards are FINAL SALE and are not eligible for return. Additionally, any items marked FINAL SALE are not eligible for return. 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.

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

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

    Unworn, unwashed and unaltered item(s) may be returned, no problem. Follow the steps below and note that we must receive your item(s) in our Surrey, British Columbia warehouse within 60 days of your order date. Items marked as FINAL SALE are not eligible for return. Follow these simple steps:

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

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

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

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

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

  5. How do I return a gift I received?

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

  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. 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.

  9. 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.

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

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

  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 as long as you use the same email address under your account to checkout. Store Credit does not expire and we do not charge any additional fees in connection with your use of your store credit. Please see our Terms of Use for more information on TOMS® Gift Cards.

  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® Gift Cards.

  1. Where's my stuff?

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

  2. Where does TOMS.ca ship to?

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

  3. How much does shipping and handling cost?

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

  4. When will my order be processed?

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

  5. Does TOMS® ship internationally?

    TOMS.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.

  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® 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.

  3. 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.

  4. 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.

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

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

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

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

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

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

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

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

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

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

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

  7. 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.

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

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

  9. Where are TOMS® Shoes manufactured?

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

  10. Where is TOMS® eyewear manufactured?

    TOMS® eyewear is manufactured in China and Italy.

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

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

  1. What does TOMS® give?

    We give shoes and impact grants according to an annual investment plan that reflects the needs of our Giving Partners as well as the causes our community cares most about. More specifically, we invest in partners around the world who are working to create positive change in the following areas: physical safety, mental health, and equality of opportunity.

    After 13 years of creating impact with our Giving Partners, we believe these three areas are vital components of a thriving humanity. They are intrinsically connected, so by supporting one area, it strengthens the others. We know our customer cares about issues related to these areas and that many of our partners are already focused here. Most importantly, we know we can have great impact by giving to these areas.

  2. Does TOMS® still do One for One®?

    TOMS is the proud pioneer of the One for One® model. As an entrepreneurial company, we are also driven to innovate. Giving shoes and impact grants 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 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.

  3. How does TOMS give?

    For every $3 we make, we give $1 away. In other words, we give one third of our net profits.

    As a for-profit business invested in a better tomorrow, we’re committed to a model that sustains our giving as well as our business. This enables us to develop lasting partnerships with the organizations we support, creating a more sustainable way of giving.

    While we have evolved the way we give, we have not changed our commitment to give with every purchase. We are expanding where and how impact is delivered so that our customer and employee efforts are more connected to positive change on issues that matter in their communities and beyond.

  4. How much does TOMS give?

    We give as much as we can while maintaining a sustainable for-profit business —and we use our best efforts not to let that number dip below 30%. In other words, for every $3 we make, we give $1 away. You can find more details about our latest giving in our impact report (downloaded from our impact page).

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

    At TOMS, we believe in a better tomorrow, one where humanity thrives. To us, that means no matter who you are or where you live, you feel physically safe, mentally healthy, and have equal access to opportunities. We define these impact areas as follows:

    • Equality of Opportunity - Ensuring disadvantaged groups have equal access to education, health care, and decent work to empower their own lives and their communities.
    • Physical Safety - Everyone has the right to be free of violence whether it be in their home, school or community.
    • Mental Health - A state of wellbeing in which every individual realizes their potential, can cope with the normal stresses of life, can work productively and fruitfully, and is able to contribute to their community.
  6. Where does TOMS give?

    Since 2006, we have worked 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 2019, TOMS®’ impact reached 28 countries.

    As a company founded in the US, we are also committed to giving in our own backyard. TOMS® currently works with Giving Partners in at least 20 states annually. Our US Giving Partners provide shoes, sight, and gun violence prevention support.

  7. 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 2019, TOMS® worked with 53 partners.

  8. Do you still give shoes?

    We do still give shoes, just not exclusively. We work with local partners around the world who are working to create a thriving humanity specifically through the areas of physical safety, mental health and equal access to opportunities by providing a combination of shoes and impact grants.

  9. What type of shoes do you give?

    There are four silhouettes of TOMS® Giving Shoes. Each silhouette has been designed and developed to meet the needs of the communities our partners are serving. These are the canvas slip-on, the wet-weather slip-on, the school shoe, and the athletic shoe. They have been designed in collaboration with our Giving Partners to address specific climate conditions, activities, and terrain.

  10. Do you still give sight? If so, what kind of sight services do you provide?

    TOMS® does still give sight through impact grants which help our Giving Partners establish vision centers in rural and periurban locations around the world. TOMS® has already helped build 50 of these centers, which restore sight to those in need by providing prescription glasses, medical treatment, and sight-saving surgery. A vision center is a permanent eye care facility which acts as the first point of interface in the community by offering eye care services provided by a skilled eye care worker employed exclusively for the vision center. Vision centers also refer patients to eye hospitals when more complex care is required.

  11. Do you still give safe water? What kind of safe water giving do you do?

    We do still give safe water through our impact grant program. TOMS® helps our giving partners establish and maintain safe water systems. This work improves health, increases economic opportunity, and creates greater access to education. The organizations we continue to support will supply safe water to entire communities for generations to come.

  12. How do you give impact grants?

    TOMS invests in organizations focused on physical safety, mental health, and equal access to opportunities. Our grant investments typically fund single-year projects with defined goals and measurable impact. While every grant is unique, there is a general process we follow.

    • We listen to what our community cares about
    • We partner with a committed non-governmental organization or social enterprise on a clear project with the potential to give back long after the one-time grant.
    • Together, we take action
    • We track and measure success
  13. How do you determine who to partner with?

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

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

    TOMS is committed to giving at least ⅓ of our annual net profits to organizations invested in physical safety, mental health, and equality of opportunity. Your purchase adds to a Giving Fund managed by our very own Giving 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.

  15. How much of my purchase is given? Is it 30% of the purchase price?

    Impact funds are determined based on annual net profits, not purchase price. Net profits are the product price minus the cost to make and bring the product to market. We give one third of those net profits.

  16. I thought I could choose where my giving goes — what happened to that?

    All purchases give but the ‘Pick Your Style, Pick Your Stand’ program has ended. We’re thankful for all who took part. By participating in the program, our customers shared meaningful insights that have helped to inform our giving strategy.

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

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

  18. Do you give shoes and/or grants in times of disaster?

    We look to our Giving Partners to let us know when TOMS giving shoes and grants are helpful in disaster response.

    In response to the COVID-19 health crisis specifically, we created a Global Giving Fund. As of April 1st, 2020, we're donating one third of our net profits to the Global Giving Fund, which will support long-time Giving Partners on the frontlines of the COVID-19 health crisis. Learn more about the Global Giving Fund.

    We understand that times of disaster can be upsetting. If you need to talk to someone, you can text TOMS to 741741 for free, confidential, 24/7 support from a trained crisis counselor.

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

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

  1. What is TOMS’ stance on environmental sustainability?

    From day one our mission has been clear: using business to improve lives. While social impact is our main focus, we believe that improving lives also means taking care of the place we all call home. Environmental sustainability is a collective responsibility and we are committed to doing our part.

    We take a holistic approach to sustainability, which means that we extend our ethical and eco-conscious practices throughout our business. We are committed to making choices that benefit our customers, employees and our planet—from the materials and vendors we choose to the steps we take to get each product to you. We’re excited to share our journey with you. Learn more at TOMS.ca/environment.

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

    Earthwise™ products are rooted in earth-friendly materials and processes — and we don’t use the term “earth-friendly” loosely. In order for a product to be considered earthwise, at least one of its main components must contain an earth-friendly material or process, 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 TOMS.ca/featured-shops/earthwise.

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

    Yes! TOMS is in business to improve lives and all TOMS products give. For every $3 we make we give $1 away and that includes earthwise™. You can learn more about the impact of your purchase at TOMS.ca/impact.

  4. What goals do you have to continue to improve in environmental sustainability?

    Our sustainability journey is just that—a journey. And we’re excited to share every step of it along the way, from our current efforts to our future goals. As a starting point, we are committed to:

    • Improving our B Corp score with each re-certification (every 3 years).
    • Expanding earthwise™ by designing more products that use earth-friendly materials and processes.
    • Sourcing 100% sustainable cotton by 2025.
    • Continuing to source 100% of our product packaging from sustainably managed forests and having it comprised of 80%+ recycled materials.
    • Reducing our carbon footprint year over year and sharing our progress.
    • 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.
    • 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.
    • Leather Working Group (LWG) — LWG certifies leather manufacturing facilities based on environmental performance in areas such as water and energy use, air emissions and waste. Through our partnership with LWG, we source 100% of our leather from gold and silver rated LWG leather manufacturers.
    • Canopy — being committed to Canopy’s conservation standards encourages us to continue to source all wood-based material we use from sustainably-managed forests. See our Sustainable Forest Commitment and full policy.
  5. What is TOMS’ carbon footprint?

    We’re working on measuring our carbon footprint baseline in 2020. We’ll share our results and our plans for improvement in our next annual impact report.

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

    We are updating 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 are reducing the amount of cardboard in each box and are switching to 100% recycled tissue paper.
    • The TOMS hangtag is made from 100% recycled kraft paper and uses soy-based inks. In our packaging redesign, we are reducing the size of the hangtag by 59%.
    • We are removing the single-use plastic panel on our gift boxes.
  7. How do you determine if a product is labeled earthwise™?

    We don’t use the term “earth-friendly” loosely. In order for a product to be considered earthwise™, at least one of its main components must contain earth-friendly materials, and at a minimum percentage. You can learn more about our earthwise framework at toms.ca/environment.

  1. What’s a B corp?

    Certified B Corporations ® (B Corps™) are for-profit companies that use business as a force for good. They also meet the highest verified standards of social and environmental performance, transparency, and accountability. TOMS is proud to join a community of businesses committed to redefining success, and to building a more inclusive and sustainable economy.

  2. When and how did TOMS become B Corp certified?

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

  3. What was TOMS’ score?

    TOMS became a Certified B Corporation® in 2018, with a total score of 96.3. In 2019, we earned a spot on B Lab’s “Best for the World” list, scoring in the top 10th percentile of all Certified B Corporations® for community impact. The Community portion of the B Impact Assessment evaluates a company’s supplier relations, diversity, and involvement in the local community. It also measures practices and policies around community service and charitable giving, including whether or not a company’s product or service is designed to solve social issues like access to health services, education, economic opportunity or the arts. Along with all other B Corps™, we’ll need to improve our score every three years to maintain our certification. So, as always, we’re looking for opportunities to improve, with the environment being a key focus area. You can see our full score breakdown on the B Corp website.

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

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

  1. How was TOMS® started?

    TOMS® was built on the belief in a better tomorrow. In 2006, our founder Blake Mycoskie pioneered the One for One® model after an inspiring trip to Argentina, where he met children who did not have shoes. Since then, our community has provided shoes, sight, and safe water to more than 96.5 million people around the world.

    Today, our model is evolving. In addition to providing for basic human needs, we’re taking a stand on pressing human issues. And when people wear TOMS®, they’re taking a stand too—for the issues of today, and for a better tomorrow.

  2. Is TOMS® a non-profit organization?

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

  3. 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.

  4. Who is TOMS?

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

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