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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. What is your return policy?

      For customers within the continental United States, every TOMS® box includes a free UPS return shipping label. We accept unused items purchased exclusively from TOMS.com that are received by us within 60 days of your order date.

      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 Mira Loma, California.

      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.

      For further details, please see: How do I return an item?

    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.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.

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

      We only accept returns for products purchased on TOMS.com. 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.com Gift Card?

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

      Check Balance

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

  • Ordering on TOMS.com

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

      We accept Visa, MasterCard, American Express, Discover, PayPal, TOMS.com Gift Cards and TOMS.com store credit. We do not accept checks or cash at this time. Please note that if you pay with a TOMS.com Gift Card or store credit, you can pay for the balance of your purchase with a credit card or PayPal.

      • Visa
      • MasterCard
      • Amex
      • Discover
      • PayPal
    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 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.com Gift Card?

      Redeeming your TOMS.com 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 Sale for more information on TOMS.com 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?

      For customers within the continental United States, every TOMS® box includes a free UPS return shipping label. We accept unused items purchased exclusively from TOMS.com that are received by us within 60 days of your order date.

      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 Mira Loma, California.

      Gift Cards and E-Gift Cards are Final Sale and not eligible for return. Additionally, any items marked Final Sale are not eligible for return.

    2. What if I am outside the continental United States?

      If you are outside the continental United States (i.e. Alaska, Hawaii, Puerto Rico or Australia), you must return the item(s) back to us at your own cost as we cannot provide a free shipping label. All item(s) must be received by us within 60 days of your order date. We apologize for any inconvenience.

      Mail your return to:
      Returns TOMS C/O PT Door 74
      11905 Landon Drive
      Mira Loma, CA 91752
      United States

    3. What about my refund?

      If we receive your return within 60 days, you can choose to receive your refund to your original payment method or TOMS.com store credit. In order for you to receive your refund back to your original payment method, we must receive your items within 60 days of your order date. Once we receive your item(s), please allow 5-7 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.

    4. How do I return an item?

      If you reside within the continental United States, your TOMS® box includes a free UPS return shipping label. Follow the steps below and note that we must receive your item(s) in our CA warehouse within 60 days of your order date.

      1. Next to the products listed on your return form, fill in the reason code and quantity for each item you would like to return. Items marked Final Sale are not eligible for return.
      2. Choose your refund type (please see What about my refund? above).
      3. Include your return form in your box with any item(s) you are returning in their original, unused condition.
      4. Peel and stick the included free UPS label to your box. Remove any old shipping labels. Seal your box completely.
      5. Keep the tracking number for your records.
      6. Drop your box off at any authorized UPS shipping center.
    5. What if I misplaced the free UPS return shipping label that came in my box?

      You can initiate a return on TOMS.com. Follow the steps below and note that we must receive your item(s) in our CA warehouse within 60 days of your order date.

      1. Sign in to your TOMS.com account. If you do not have a TOMS.com account, use the same email address you used to make your original purchase to Create an Account.
      2. From your Account page, expand the Orders section and select View Order Details for the order containing the item(s) you would like to return.
      3. In your Order Details view, tell us why you need to return an item under the Return Item column. Repeat this for every item you would like to return within your order.
      4. Select the Return Selected Items button to generate your return form.
      5. Download and print your return form and free UPS return shipping label. We will also email you a copy of your form and label.
      6. Include the return form in your package with any item(s) you are returning in their original, unused condition.
      7. Place and tape the free UPS label to your box. Remove any old shipping labels. Seal your box completely.
      8. Drop your box off at any authorized UPS shipping center.
    6. 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 returning an item for TOMS.com store credit as this will allow you to repurchase from our live inventory. Our store credit does not expire. Please see our Terms of Sale for more information on TOMS.com store credit, including details and restrictions.

    7. 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.com store credit. To return 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.

    8. Does TOMS® offer free shipping on returns?

      If you are shipping your return from within the continental United States, we provide you with a free UPS return shipping label.

      If you are outside the continental United States (i.e. Alaska, Hawaii, Puerto Rico or Australia), you must return the item(s) back to us at your own cost as we cannot provide a free shipping label.

    9. Can I return products I purchased from a retailer to TOMS®?

      We only accept returns for items purchased on TOMS.com. If you want to return an item you purchased from a retailer, please contact that retailer directly for information on their return policy.

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

      We accept returns that we receive within 60 days of your order date. This timeline allows us to evaluate how many pairs of shoes are final sales and can therefore be counted toward our Giving program. Once shoes are given to a child, they are his or her shoes. We would never take back a pair of shoes we give.

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

      Products purchased on TOMS.com must be returned directly to us and not to a retailer. If you want to return a product you purchased from a retailer, please contact that retailer directly for information on their return policy.

    12. What if I lose my TOMS.com Gift Card?

      Please treat your TOMS.com 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.com Gift Cards do not expire. Please see our Terms of Sale for more information on TOMS.com Gift Cards, including details and restrictions.

    13. Do TOMS.com 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.com Gift Cards, including details and restrictions.

    14. What if I lose my TOMS.com store credit?

      TOMS.com store credit is stored in your account, so you won't lose it! If you have TOMS.com 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 Sale for more information on TOMS.com store credit, including details and restrictions.

    15. Can I transfer my TOMS.com 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.com store credit, including details and restrictions.

  • SHIPPING METHODS AND TIMES

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

      Unfortunately, we can only ship to P.O. Boxes with UPS Economy via SurePost. Please note: All orders containing 4 or more items will automatically be upgraded to UPS Standard shipping which does not allow for shipping to P.O. Boxes. However, we do ship to Military APO/FPO addresses. Orders to Australia ship via USPS (and please note that only TOMS® Shoes or eyewear may be shipped to Australia at this time).

    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.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.

      Shipping Method Estimated Delivery Time Cost Delivery Days Carrier
      UPS Economy via SurePost 3-6 business days $5.99 Mon - Sat UPS SurePost (via USPS)
      UPS Ground 2-5 business days $6.99 Mon - Fri UPS
      UPS Expedited 2-3 business days $14.99 Mon - Fri UPS
      UPS Overnight 1-2 business days $24.99 Mon - Fri UPS

       

    3. Does TOMS® ship internationally?

      TOMS.com does not ship orders to international addresses, except to Australia (via USPS; and please note that only TOMS® Shoes or eyewear may be shipped at this time).

      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 and Sizing Questions

    1. What size 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 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. How do sizes compare between US, UK and EU?

      Mens Sizing Chart
      in US/CA cm UK EU
      9.4624538
      9.66.524.55.538.5
      9.8725639
      107.525.56.540
      10.2826740.5
      10.48.526.57.541
      10.6927842
      10.89.527.58.542.5
      111028943
      11.210.528.59.543.5
      11.411291044
      11.611.529.510.544.5
      11.812301145
      121330.51246
      12.41431.51347.5
      12.615321448.5
      12.81632.51550
      1317331651

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

      Womens Sizing Chart
      in US/CA cm UK EU
      8.7522335.5
      8.95.522.53.536
      9.1623436.5
      9.36.523.54.537
      9.4724537.5
      9.67.524.55.538
      9.8825638.5
      108.525.56.539
      10.2926740
      10.49.526.57.541
      10.61027842
      111128942.5
      11.412291043.5

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

      Tiny TOMS® Sizing Chart
      in US/CA cm UK EU Age*
      3.1180.5160-6m
      3.5291.517.56-12m
      3.9310218.512-19m
      4.3411319.518-24m
      4.751242118-24m
      5.161352218-24m
      5.5714623.518-24m
      5.9815724.524m
      6.391682624m
      6.710179273y
      6.91117.51028.54y

      Use this chart to convert your foot measurement to your shoe size.
      *Age is approximate

      Children's feet grow quickly; measure your child's feet with a printable TOMS Size Chart.

      Youth Sizing Chart
      in US/CA cm UK EU Age*
      7.1121811305y
      7.312.518.511.530.55y
      7.5131912315y
      7.713.519.512.531.55y
      7.91201332.56y
      8.11.520.513.5336y
      8.32211346y
      8.52.521.51.534.56y
      8.73222357y
      8.93.522.52.535.57y
      9.14233367y
      9.34.523.53.536.58y
      9.45244378y
      9.65.524.54.537.58y
      9.86255389y

      Use this chart to convert your foot measurement to your shoe size.
      *Age is approximate

      Children's feet grow quickly; measure your child's feet with a printable TOMS Size Chart.

    7. 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
    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.com?

      We only accept returns for products purchased on TOMS.com. 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 TOMS® shoes or TOMS® eyewear you purchased from TOMS.com 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.

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

      We are growing and we've got some big shoes to fill! We're currently looking to fill a variety of positions in our Los Angeles headquarters. Click here to see open positions.

    2. How do I apply to be an intern?

      We have three internship terms during the year. Please visit our Internships page for details.

    3. How can I support the TOMS® movement?

      There are many ways to share TOMS with your school, community, or organization. From simply posting a photo online of how you wear TOMS using #TOMStribe, sharing our story, or coordinating a TOMS-themed activity. Available activities include Style Your Sole, Start Something That Matters, and our awareness days. Please contact our Customer Service Team here to find out more about opportunities to get involved. You can also follow @TOMS on Instagram, Twitter, or Facebook and @TOMSofficial on Snapchat to see what we’re up to.

    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 TOMS® Giving page, YouTube, and Blog for information, videos, and stories to share with your class.

    5. Does TOMS® have discounts for group or bulk orders?

      Yes, for orders of 20+ items, please contact our Customer Service Team here. For orders of 50+ items, please email CorporateSales@TOMS.com.

  • Contact Us

    We here at TOMS® like to talk to our customers!

    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 on our Contact Us page to reach us now!

    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. Do you really give?

      Absolutely. With our community's support, we have given over 10,000,000 pairs of new shoes and have helped restore sight to more than 200,000 people around the world. It has been an incredible journey.

      We have a Giving Team of 20+ individuals (and a Chief Giving Officer) dedicated to every aspect of giving; including strategic planning, logistical support, program development, impact measurement and communications. They bring a world of know-how, with significant experience in public health, social entrepreneurship and at NGOs. The TOMS® Giving Team works with over 100 organizations (our "Giving Partners") to integrate TOMS® Shoes and sight services into existing programs and community development goals. With the help of our Giving Partners, TOMS® Shoes are given in over 70 countries, and TOMS® supports sight giving in 13 countries. In 2014, TOMS Roasting Co. launched with the mission to provide safe water to developing communities with the purchase of premium coffee. Learn more about TOMS® Giving here.

    3. How do you decide where to give in the United States?

      It is a careful process, and one TOMS® takes seriously. We go through an extensive vetting process to determine what organizations we partner with in the United States (and across the globe). Once approved, we get to know our partners, and our partners get to know us. Together we work to understand where TOMS®'s support is most needed, how it will integrate into the other programs our partner is running and the impact TOMS® Shoes or sight services will have on children and communities. Once a plan for responsible, impactful giving is established, we begin to give.

    4. How are TOMS® Shoes given to children in the United States?

      TOMS® provides new shoes to children in need in over 35 states in the United States through a network of Giving Partners (organizations working locally in communities in need). Each Giving Partner integrates new shoes or TOMS®-supported sight services into the work they are already doing in their community. Shoes complement sports, nutrition, after-school and community development programs. TOMS® Sight Giving is incorporated into services provided to schools in the U.S.

    5. What organizations does TOMS® work with in the United States?

      In the U.S. we are proud to give with various organizations, which currently include:

      • Save the Children
      • National Relief Charities
      • Feed The Children
      • World Vision
      • ChildFund International
      • Helen Keller International

      TOMS® strives to establish long-term giving partnerships with each organization so new shoes can be provided to children as they grow. Some Giving Partners provide new TOMS® Shoes to the same communities as often as every six months.

      Click here to learn more about TOMS® Giving.

    6. How does TOMS® determine need in the United States?

      We work closely with our Giving Partners to identify communities that would benefit from TOMS®'s support. In the U.S. we often serve schools with high percentages of children that qualify for the National School Lunch Program or the McKinney-Vento Homeless Education Assistance Act. Some of our partners work on a small scale, partnering with teachers and community leaders that can reach specific children whose families are struggling to meet basic needs. Other partners identify large communities with high rates of poverty and limited access to goods, like Native American reservations and some rural communities throughout the country.

    7. Where are you giving in the United States?

      TOMS® Shoes will be given in over 35 states in the U.S., while TOMS® supported sight services are provided in three states currently. Our Giving Partners reach both rural and urban locations with new shoes and prescription glasses.

    8. 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.

    9. What kind of shoes does TOMS® give in the United States?

      TOMS® provides three styles of Giving Shoes in the United States: the Sports Shoe, Winter Boot and Canvas Classic. The type of shoe given is determined by the area our Giving Partners are giving in, and the program the shoes support. Click here to learn more about the shoes we give.

    10. What kind of sight services do you provide in the United States?

      TOMS® partners with Helen Keller International's domestic ChildSight® program to provide brand new prescription glasses to schoolchildren in the U.S. Children are able to pick out their own frames from a trendy selection. They receive their new glasses with the appropriate prescription lenses approximately one to two weeks after selection.

    11. If I buy TOMS® products in the United States, will TOMS® give my shoes or sight services in the United States?

      That is a good question, and one we get a lot. If a TOMS® product is purchased in the U.S. (or anywhere else), it doesn't guarantee that shoes or sight will be given in that location. TOMS® Giving is directed by the TOMS® Giving Team and our Giving Partners. Together, we assess the global need for shoes or sight services and impact TOMS® support can have on a child or community.

    12. How can I get involved?

      Thank you for your interest in getting involved! We have a lot of ways for you to join the TOMS® movement. You can:

    13. Can I get TOMS® Shoes or sight services for the population I serve?

      We really appreciate your interest in giving to the community you are working with. All of TOMS® Giving is done through our Giving Partners. Before becoming a Giving Partner, each organization completes an extensive application process. We are not currently accepting or reviewing new applications, but if you would like us to hold onto your information for any future opportunities, please visit our survey.

  • TOMS ROASTING CO. COFFEE (AVAILABLE IN TOMS RETAIL STORES AND IN SELECT RETAILERS)

    ALL ABOUT TOMS ROASTING CO. COFFEE

    1. Where are your beans sourced?

      Our beans are sourced in Guatemala, Honduras, Peru, Rwanda and Malawi. You can learn more about the characteristics of each country's bean on their product pages.

    2. Where are your beans roasted?

      Our beans are roasted and cupped in the United States. Our Master Roaster, Angel Orozco, tailors each roast to the coffee bean's specific profile. That means no two roasts are the same. It's a sensory process, from hearing the cracking of the beans over the fire to recognizing the smell of perfectly roasted beans.

    3. Is your coffee certified?

      Certain roasts hold various certifications including organic, fair trade, and rainforest alliance. Please refer directly to the product you are purchasing for certifications.

    4. Is your coffee Fair Trade?

      Certain roasts are fair trade and some are direct trade. Please refer directly to the product you are purchasing for certifications.

    5. Are your beans organic?

      Certain roasts are organic. Please refer directly to the product you are purchasing for certifications.

    6. How long does each bag of coffee last?

      We recommend using a bag of coffee within two to three weeks from your date of purchase. After about two weeks, you'll start to notice a steady decline in flavor.

    7. Does the water I use to brew matter?

      Yes! We recommend that you use fresh, filtered or bottled water.

    8. Are the beans aged? Why?

      Coffee needs to rest in a cool, shaded and dry area. Exposure to sunlight or moisture will affect the flavor of the beans.

    9. Do we offer "peaberry" selections?

      No, not at this time.

    10. Is the coffee vacuum packed? Freeze-dried?

      No and no.

    11. How are your beans processed?

      All of our beans are hand-sorted, wet processed and washed. This process is complex, varying from region to region, and which has been handed down through generations - and generally produces beans of higher quality than other methods.

    12. Do you offer de-caffeinated coffees?

      No, not at this time.

    13. Glossary of Coffee Terms Used on TOMS Roasting Co. coffee:

      • Bright - Refers to the acidity, the "zing" of the coffee. Without acidity, coffee tastes flat. Bright coffees are known for exciting and complex flavors.
      • Organic - For a coffee to be labeled organic, both the farm and the roasting facility must be certified by a third-party agency and the USDA. Nearly all organically grown coffee is considered specialty-grade.
      • Sustainable Farming - Minimizing the use of chemicals, while focusing on the long-term use of the land.
      • Fair Trade - Generally means that a third party oversees the agreement and interactions between seller and buyer to ensure that the seller earns a fair price.
      • Direct Trade - The buyer buys directly from the farmer, encouraging a personal relationship between both.
      • Bird-friendly/Shade Grown/Rainforest Alliance
        • Shade Grown - Coffee is grown under the cover of trees instead of the open sun, which preserves biodiversity, controls erosion and protects native bird species.
        • Bird Friendly - Certified by the Smithsonian Migratory Bird Center and must meet organic standards plus a minimum of 40% shade coverage.
        • Rainforest Alliance - Certified based on both environment and labor-rights standards, including shade cover requirements, bans on changing natural waterways and dumping waste, bans on child labor, etc.
      • Single Origin - Comes from one country, unlike a blend. It allows roasters to focus on the flavor profile of a region's specific bean.
      • Specialty - The Specialty Coffee Association of America defines specialty as, "A crafted quality coffee-based beverage, which is judged by the consumer (in a limited marketplace at a given time) to have a unique quality, a distinct taste and personality different from, and superior to, the common coffee beverages offered. The beverage is based on beans that have been grown in an accurately defined area, and which meet the highest standards for green coffee and for its roasting, storage and brewing."
    14. What is the best way to store coffee at home?

      We recommend storing coffee in a cool, dry place. Any cupboard out of direct sunlight with no exposure to moisture is a great place.

    15. How do you recommend brewing?

      • Grind fresh - Grind coffee right before you drink it. We recommend a burr grinder, which crushes beans into uniformly sized pieces.
      • Store it properly - Store coffee out of sunlight in a cool, dry place. Don't put it in the freezer unless it's for long-term storage.
      • Use clean equipment - The oil buildup in equipment can affect the flavors of your coffee.
      • Brew at the right temperature - The best temperature to brew is around 195° - 205° F. Brewing with cooler water sacrifices complexity, while using boiling water will burn the coffee.
    16. What are your recommended brewing techniques?

      Each brewing device has its own unique traits, but it's all about what you prefer. If you like a nice, heavy-bodied cup try a full immersion brewer like a French press. All methods are capable of making delicious coffee!

      • Pour-over brewers:

        Many brewing methods are variations of pour-over - a timeless approach. This method is simple: pour water over coffee in a filter, and it drips into a cup below. The trick to getting a great cup from pour-over is having the right amount of ground coffee at the right thickness, and pouring slowly. It should take about 2-3 minutes for the water to drip all the way through. In general, grind beans to medium coarseness.

      • Immersion brewers:

        French press is the most common type of immersion brewer. Unlike pour-over methods, a French press immerses beans in water for a period of time, generally leading to a fuller body. The mesh filters in French presses have larger holes compared with a paper filter, so use a coarser grind. Many people love the "chewiness" of coffee brewed in a French press.

      • Siphon brewers:

        With their bulbous glass chambers, siphon brewers look like they belong in a chemistry lab. Brewed using an open flame, this method produces an extremely clean cup of coffee. Water is heated in a lower chamber, while ground coffee is added to the upper chamber. Some of the heated water turns to vapor, which expands and forces the remaining water to travel against gravity into the upper chamber. From there, coffee steeps in the bubbling water. Heat is removed and the expanded hot air cools and contracts, allowing the brewed coffee to return to the lower chamber, passing through a filter on its way down.

      • Plunge press:

        In a plunge press, coffee steeps in water and is then plunged through a filter that traps its oils. Plunge presses make a small cup (about 6 ounces) and brews fast, usually in less than a minute.

      • Moka pot:

        Thought of as "stovetop espresso" because both methods produce strong, concentrated flavors and both rely on pressurized water for brewing. However, a moka pot has far less pressure than an espresso machine.

    17. Does your coffee contain gluten/sugar?

      No.

    18. How do your packing methods ensure freshness?

      With a one-way degassing valve - Originally developed for coffee, this machine protects beans from oxygen while releasing carbon dioxide from the package. The one-way degassing valve is industry standard for premium coffees.

    19. Can I return/exchange my coffee?

      As this is a perishable good, we cannot offer returns or exchanges for coffee purchased from TOMS retail stores. If you purchased TOMS Roasting Co. coffee from another retailer, please contact that retailer about their return/exchange policies.

    20. Where can I get TOMS Roasting Co. coffee?

      Select TOMS® retail stores, select Whole Foods locations and other select retailers.

  • TOMS Passport Rewards FAQS

    1. How does TOMS Passport Rewards work?

      TOMS Passport Rewards is the ULTIMATE rewards program and a gift to our biggest supporters. It's free to join and allows you to earn stamps for everyday activities like browsing, purchasing and staying active on TOMS.com, following us on certain social media channels, reading our emails and so much more. You can then redeem those stamps for exclusive rewards, for example: shoes, apparel and even a chance to win a trip to our headquarters! Activities that can earn you stamps are constantly changing, so check back to see the latest!

    2. Do I need a TOMS account in order to sign up for TOMS Passport Rewards?

      Yes, all members of TOMS Passport Rewards must also have a valid TOMS.com account. If you do not have an account, click here.

    3. How do I earn stamps?

      You may earn stamps in a number of ways, including reading our stories, watching our videos, reading our marketing emails and purchasing items online. This list is constantly changing, so to stay current on all of the activities that will allow you to earn stamps be sure to check your TOMS Passport Dashboard often.

    4. How many stamps will I earn when making a purchase on TOMS.com?

      For every dollar spent on TOMS.com, while logged in to your TOMS Passport Rewards account, you will earn 1 stamp. Be sure to check additional ways to earn stamps on your TOMS Passport Dashboard.

    5. What rewards can I get from the program?

      Rewards are constantly changing, so please check your TOMS Passport Dashboard for the latest! Examples include: TOMS shoes and apparel, Giving rewards, discounts on items on TOMS.com and even a chance to join a TOMS Giving Trip.

      Please note that various rewards, prizes and sweepstakes will be subject to restrictions. Sweepstakes may be offered from time to time, so please be sure to check your TOMS Passport Dashboard often to check for new and exciting prizes being offered!

    6. How do I redeem my stamps for a reward?

      Once you have enough stamps to redeem a reward, visit your TOMS Passport Dashboard and simply click the reward you would like to redeem within the Rewards section and then follow the checkout instructions. You will receive a confirmation email when the transaction is complete.

      Digital rewards (for instance, screensavers and avatars) will be included on the confirmation page as well as in your Rewards History section, while other rewards (for instance, coupon codes for products or discounts) will need to be redeemed through TOMS.com using the rewards coupon code that was emailed to you and is also available in your TOMS Passport 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.

    7. What are my redeemable stamps vs. lifetime stamps?

      Your redeemable stamps are the number of stamps you have available to redeem rewards. This number decreases with each reward you redeem.

      Your lifetime stamps display the number of stamps that you have earned since you became a TOMS Passport Rewards member. This number will follow you through your TOMS Passport journey and is the measure of your member level within the program.

      To review your total lifetime and current redeemable stamps, check out your TOMS Passport Dashboard.

    8. Can I transfer my stamps or rewards to another member?

      No, you cannot transfer (or sell) stamps or redeemed rewards to anyone else. Any accounts suspected of this will lead to forfeiture of acquired stamps and possible suspension or termination of your rewards and/or TOMS account.

    9. 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). Please read any additional information located within the reward description.

      Once you redeem a reward, be sure you head back to the Rewards section to see what other exclusive items and experiences are available to you!

    10. What happens to my stamps if I return the item I purchased?

      If you return an item for which you earned stamps, these stamps will be deducted from your account if you choose to refund your original method of payment. If you choose store credit, your stamps are yours to keep!

    11. How can I connect or (disconnect) my TOMS Passport Rewards account to my social networks?

      In order to start earning stamps for your online activities on the social networks noted in your TOMS Passport Dashboard, you'll need to sync your TOMS Passport account to these social networks. Head over to your TOMS Passport Dashboard and connect to all available social networks for stamps!

      Disconnecting Social Networks: If for some reason you want to disconnect your social networking accounts from the program, simply click the "Disconnect" link within your TOMS Passport Dashboard. Please note that if you disconnect your social networking account(s) from the program in the same month in which you connected, the stamps you received for connecting your social accounts in that month will be deducted from your TOMS Passport account. Please note that you can only connect and disconnect your social networking account(s) from the program one (1) time per calendar month.

    12. I've already connected my social networking accounts. How do I start earning stamps?

      Now that you've successfully synced your social networking accounts and TOMS Passport accounts, show your support and start earning stamps by simply following us on sites like Twitter and Snapchat! We'll give you stamps credited as "Twitter: Follow TOMS (Monthly Recurring)" and will refresh them each month you remain a member. Easy enough, right? Head over to the Activities section within your TOMS Passport Dashboard and learn how to get started!

    13. Twitter: How do I get stamps for Twitter activities?

      Twitter is one of the best ways to stay up to date with us and now you can be rewarded for doing just that! First, connect your Twitter account in the Social Activities section and then post or retweet one of our tweets with the hashtag #TOMSPassportRewards and earn stamps instantly! However, you will NOT earn stamps for retweeting a status that was published prior to the date you signed up for the program. You will also NOT earn stamps if you do not include the hashtag #TOMSPassportRewards. Please note we do not award stamps for @mentions, but feel free to start up a conversation with us anyway!

      Please note that there may be limitations placed on how often and/or how many total stamps you can earn by tweeting/retweeting, so please check your TOMS Passport Dashboard for further details on this.

    14. Facebook: How come I can't get stamps for Liking TOMS?

      Unfortunately we do not offer stamps for "liking" TOMS on Facebook at this time.

    15. Foursquare: What does the "Check-in" activity mean?

      When TOMS events are promoted via TOMS Passport Rewards, you will earn stamps for attending and checking-in via Foursquare. Review the Social Activities section within your TOMS Passport Dashboard to know where and when these events are taking place!

    16. Why am I no longer able to earn stamps for connecting my Instagram account?

      As a result of Instagram’s updated Terms of Service, Passport Rewards members will no longer be able to connect and/or reconnect their Instagram account and receive stamps effective 8/12/2016.

    17. Why should I join the TOMS marketing email list?

      If you want to be the first to hear about new rewards, activities, and official announcements, we highly recommend you sign up for the TOMS marketing email list. It's our most direct way of communicating with you, plus you even earn stamps for reading each email we send out!

      If you didn't sign up when you first joined the program, head over to the Connect with TOMS section within your TOMS Passport Dashboard., Click on the link and be on the lookout for an update soon!

    18. I signed up for the TOMS marketing email list but am not receiving stamps for emails. Help!

      If you're not receiving stamps for reading your TOMS marketing emails, please make sure you are downloading the images displayed within the emails and clicking through to TOMS.com otherwise you will NOT earn stamps.

    19. What is the difference between TOMS marketing emails and TOMS Passport Rewards emails?

      TOMS marketing emails provide you with the latest information regarding TOMS products, rewards, and giving updates and official announcements. TOMS Passport Rewards emails will provide you with detailed transactional information regarding your TOMS Passport Rewards account, for instance, confirm qualified activities, member level updates, inactivity reminders, etc.).

    20. How do I unsubscribe from TOMS marketing emails?

      In order to unsubscribe from TOMS marketing emails, Click the "unsubscribe" link in the email or reply to the email with "UNSUBSCRIBE" in the subject line.

    21. How do I unsubscribe from TOMS Passport Rewards emails?

      As long as you are a part of the TOMS Passport Rewards program, you will continue to receive transactional emails about your activity and updates regarding your TOMS Passport account.

    22. Is it possible for me to lose stamps?

      There are a few ways you may lose stamps from your TOMS Passport Rewards account.

      One way in which you may lose stamps is if you are connected to any social network (Facebook, Twitter, and Foursquare) through the program and then disconnect from that social media network in the same month. You may also lose stamps for returning item(s) from an order for which you initially received stamps. However, if you choose TOMS.com store credit for your refund, you may keep the stamps earned from the original purchase. If you choose to refund to your original method of payment, the stamps will be deducted from your TOMS Passport Rewards account.

    23. Can I earn stamps for all TOMS Passport Rewards activities on my mobile or tablet browser?

      You can earn stamps for most web-based activities on a mobile device but you will need to disable 'private browsing' on your mobile browser. Check your mobile browser settings on your mobile device to ensure it will always accept cookies.

    24. Do I have to be logged in to TOMS Passport Rewards to receive stamps for my online purchases?

      Yes. Once you complete a transaction on TOMS.com, the check-out confirmation page will display how many stamps you've earned and those stamps will be added to your TOMS Passport Rewards account. Stamps cannot be added retroactively for orders that have already been placed.

    25. Do I get stamps for TOMS in-store purchases or purchases at TOMS retail partners?

      Sorry, at this time, the TOMS Passport Program is not awarding stamps for TOMS in-store purchases or purchases made at TOMS retail partners. Please check back for updates!

    26. Do my stamps ever expire?

      Yes, your redeemable stamps will expire if you do not make a purchase on TOMS.com (while you are logged into your TOMS.com account) within a 12-month period. Once you make a purchase (no minimum amount required), this 12-month clock resets at that time. (Note even if your redeemable stamps expire, your lifetime stamps will remain in your TOMS Passport Rewards account and you will remain at your current member level.)

      Please note by redeeming a reward coupon code for free product does not qualify as a "purchase" for these purposes. In order to stay active, you have to spend some money on TOMS.com!

    27. 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 any information regarding any expiration dates.

    28. What are the different tiers, and how do I move from one tier to the next?

      There are three member tier levels within TOMS Passport Rewards. The first level, which all new members will automatically start with, is the Dreamer level. Once you hit the 350 stamp threshold, you will then move on to the Explorer level. The top level, Trailblazer, can be achieved when you accumulate at least 1000 stamps. Each tier level is unique and offers exclusive rewards and opportunities. Make sure to check your TOMS Passport Dashboard for new rewards and exclusive opportunities!

    29. I just bought a bunch of cool items on TOMS.com! Can I get stamps for past purchases?

      No, stamps are only issued for purchases after the official launch of the program, and once a member has enrolled into TOMS Passport Rewards.

    30. Are stamps awarded based on the original price or discounted price of what I purchase?

      Stamps awarded are based on the actual price you paid for a product, but less taxes, shipping and handling charges and any other fees. Please note that you will not earn stamps for your purchase of Gift Cards.

    31. Can I redeem a TOMS Passport Rewards coupon code that is already discounted or subject to another promotion or offer?

      No, you may not combine a TOMS Passport Rewards coupon code with any other promotion or offers, discounts or promotions, 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.

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

      You must pay any applicable shipping and handling fees for products redeemed with your TOMS Passport Rewards coupon code. Please check if any shipping promotions apply to your purchase upon redemption.

    33. I don't want to be a part of the TOMS Passport 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 Passport Rewards program please call our Customer Support team at 800-975-8667, Mon-Fri 8am-5pm PST and they can assist you.

    34. If I return an item, do I still get stamps?

      You may lose stamps for returning item(s) from an order for which you initially received stamps. However, if you choose TOMS.com store credit for your refund, you may keep the stamps earned from the original purchase. If you choose to refund to your original method of payment, the stamps will be deducted from your TOMS Passport Rewards account.

    35. What if I'm already following TOMS on a social network that is noted in my Passport Dashboard?

      Once you are fully logged in, stamps will be rewarded retroactively for our existing fans.

    36. How come my number of stamps and TOMS Passport Rewards tier level hasn't updated on the account drop down?

      Please allow approximately 5-10 minutes after the qualified activity has taken place for the account drop down to update.

    37. If I select to redeem stamps to help TOMS support a charitable reward, is the value of those stamps tax deductible to me?

      No, the value is not tax deductible to you.

    38. What happens when I choose the "Trust TOMS" option?

      TOMS supports a number of charitable programs and initiatives around the world. Your stamps will help TOMS support one or more of those programs or initiatives.

    39. Why don't I see my stamps listed in Activity History after I completed an activity listed on my Dashboard page?

      Please allow 10-15 minutes for completed activities to show up in your Activities History.

    40. Why am I not receiving stamps for subscribing to TOMS marketing emails?

      Please allow 1-2 business days for your email subscription to update.

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