Questions about TOMS®

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

  • Top Questions

    1. Where's my stuff?

      Enter your tracking number below to track your package.

    2. How do I return an item?

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

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

    3. Do you offer exchanges?

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

    4. How much does shipping and handling cost?

      Shipping and handling costs may vary depending upon the rates offered by our shipping carriers and promotions we may run. Please check TOMS.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™ 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 (except for subscriptions of TOMS Roasting Co. coffee), TOMS® Gift Cards and TOMS® store credit. We do not accept 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 or PayPal.

      • Visa
      • MasterCard
      • American Express
      • 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® Gift Card?

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

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

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

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

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

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

  • Returns

    1. What is your return policy?

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

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

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

      Step 1: Submit Return Request Online

      1. Log in to your TOMS® account. If you originally checked out as a guest, you will need to create an account on TOMS.com. When creating your account, please be sure to use the same e-mail address that you used when making your original purchase.
      2. From your Account page, expand the Orders section and select the order containing the item(s) which you wish to return.
      3. In the Order view, select the item(s) to be returned by clicking the "Return item" button. Please note that items marked as "Shipped" or orders placed within the last 60 days are eligible for return, excluding TOMS Roasting Co. coffee, Gift Cards or "Final Sale" items.
      4. Once you select the item(s) to be returned, please select the quantity to be returned along with the reason for which you are returning the item(s).
      5. Follow the easy step-by-step guide by selecting your refund method and return-shipping method.
        • If you are shipping your return from within the continental United States and:
          • You are returning to a TOMS® store credit, then we will provide you with a free UPS return shipping label.
          • You are returning for a refund to your original payment method, then you have the option of purchasing a $6 UPS return shipping label from TOMS® or shipping the return back with the carrier of your choice.
        • If you are shipping to us from outside the continental United States (i.e. Hawaii, Alaska, Australia, etc.), you must return the product(s) back to us with the carrier of your choice as we cannot provide a prepaid shipping label to you.
        • Please note that we do not refund any original shipping costs you may have incurred.
      6. Once your return request is completed, an e-mail will be sent to the address on the original order containing the return form and, if applicable, the return shipping label.

      Step 2: Package Item(s)

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

      You can use your original TOMS® shipment box or any unmarked cardboard box — just make sure there are no existing shipping labels or stickers on the box!

      Step 3: Ship Back to TOMS®

      • Mail your return back to TOMS®.


        Returns TOMS C/O PT Door 74
        11905 Landon Drive
        Mira Loma, CA 91752
        United States
        T:1-800-975-8667

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

      Once we receive your return, please allow up to 7 business days for us to process your request. When your return has been processed, you will receive an e-mail with either your TOMS® store credit information or a notification that your refund was processed back to your original method of payment. Depending on your bank, a refund back to your original method of payment may take approximately 5-7 business days to post to your account. Please note that we do not refund any original shipping costs you may have incurred.

    4. Do you offer exchanges?

      Due to our constantly changing inventory and high demand we do not currently offer direct exchanges. If you would like an exchange, we recommend creating a return for a refund to a TOMS® store credit as this will allow you to repurchase from our live inventory. Our store credit does not expire. Please see here for additional information on TOMS store credit.

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

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

    6. Does TOMS® offer free shipping on returns?

      If you are shipping your return from within the continental United States and you are requesting a return to a TOMS® store credit, then we will provide you with a free UPS return shipping label. However, if you are returning for a refund to your original payment method then you have the option of purchasing a $6 UPS return shipping label from TOMS® or shipping the return back with the carrier of your choice. If you purchase a return shipping label from us, the $6 charge will be deducted from your refund total.

      If you are shipping to us from outside the continental United States, we cannot provide you with a prepaid shipping label and you may return your product(s) back to us with the carrier of your choice.

    7. Do your return shipping labels cover international shipping or shipping from outside the continental United States?

      No — unfortunately, prepaid return shipping labels only cover return-shipping from within the continental United States. For instance, we cannot provide you with a prepaid return shipping label if you are shipping your return from Hawaii; you will need to ship your return to us with a carrier of your choice. We apologize for any inconvenience.

    8. 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.

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

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

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

      Products purchased on www.TOMS.com 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.

    11. 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.

    12. Do TOMS® Gift Cards have any restrictions?

      Yes, our Gift Cards have some restrictions, including:

      • You may not use coupons and other discounts or promotions to purchase Gift Cards;
      • Gift Cards cannot be used to purchase other Gift Cards;
      • Gift Cards cannot be returned;
      • Gift cards cannot be used to purchase subscriptions of TOMS Roasting Co. coffee; 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.

    13. What if I lose my TOMS® store credit?

      TOMS® store credit is stored in your account, so you won't lose it! If you have a TOMS® store credit, it will automatically apply towards your next purchase. Store Credit does not expire and we do not charge any additional fees in connection with your use of your store credit.

      Please see our Terms of Use for more information on TOMS® store credit.

    14. Can I transfer my TOMS® store credit to someone else?

      Sorry, store credit is non-transferable and is for your use only.

      Please see our Terms of Use for more information on TOMS® store credit.

  • SHIPPING METHODS AND TIMES

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

      All domestic orders ship exclusively with UPS. Please note that UPS does not deliver 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.

    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. What is the sizing for apparel?

      CHEST AND LENGTH MEASUREMENTS

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

      WOMEN'S SCOOP NECK
        XS S M
      Chest 15.25 16.25 17.25
      Length 24.5 25.5 26.5
      WOMEN'S BASIC FIT
        XS S M
      Chest 16.25 17.25 18.25
      Length 24.6 25.6 26.6
      WOMEN'S V-NECK
        XS S M
      Chest 14.25 15.25 16.25
      Length 24.25 25.5 26.5
      WOMEN'S CREW NECK SWEATSHIRT
        XS S M
      Chest 17.5 18.5 19.5
      Length 26 26.5 27
      WOMEN'S HOODIE ZIP UP
        XS S M
      Chest 16 17 18
      Length 25.75 25.75 25.75
      WOMEN'S BALLET PULLOVER
        XS S M
      Chest 19 20.5 22
      Center Front 16 17 18
      Body Length      
      Sleeve Length 24.25 25.5 26.5
      MEN'S CREW NECK
        S M L
      Chest 19 20 21
      Length 26.5 27.5 28.5
      MEN'S CREW NECK SWEATSHIRT
        XS S M
      Chest 18.5 19.5 20.5
      Length 28.5 29 29.5
      MEN'S HOODIE ZIP UP
        XS S M
      Chest 18.75 19.75 20.75
      Length 28.5 28.5 28.5
      UNISEX TANKTOP
        XS S M
      Chest 15 16 17
      Length 27 28 29
    7. How do sizes compare between US, UK, EU and Japanese systems?

      Mens Sizing Chart
      US/CA UK EU JP
      7 6 40 25
      8 7 40.5 26
      8.5 7.5 41 26.5
      9 8 42 27
      9.5 8.5 42.5 27.5
      10 9 43 28
      10.5 9.5 43.5 28.5
      11 10 44 29
      11.5 10.5 44.5 29.5
      12 11 45 30
      13 12 46 30.5
      14 13 47.5 31.5
      Womens Sizing Chart
      US/CA UK EU JP
      5 3 35.5 22
      5.5* 3.5 36 22.5
      6 4 36.5 23
      6.5 4.5 37 23.5
      7 5 37.5 24
      7.5 5.5 38 24.5
      8 6 38.5 25
      8.5 6.5 39 25.5
      9 7 40 26
      9.5 7.5 41 26.5
      10 8 42 27
      11 9 42.5 28
      12* 10 43.5 29
      Tiny TOMS® Sizing Chart
      US/CA UK EU JP
      6.5 5.5 23.0 13.4
      7.0 6.0 23.5 13.8
      7.5 6.5 24.0 14.2
      8.0 7.0 24.5 14.7
      8.5 7.5 25.5 15.1
      9.0 8.0 26.0 15.5
      9.5 8.5 26.5 15.9
      10.0 9.0 27.0 16.4
      10.5 9.5 28.0 16.8
      11.0 10.0 28.5 17.2
      11.5 10.5 29.0 17.6
      Youth Sizing Chart
      US/CA UK EU JP
      12.0 11.0 30.0 18.1
      12.5 11.5 30.5 18.5
      13.0 12.0 31.0 18.9
      13.5 12.5 31.5 19.3
      1.0 13.0 32.5 19.7
      1.5 13.5 33.0 20.2
      2.0 1.0 34.0 20.6
      2.5 1.5 34.5 21.0
      3.0 2.0 35.0 21.4
      3.5 2.5 35.5 21.9
      4.0 3.0 36.0 22.3
      4.5 3.5 36.5 22.7
      5.0 4.0 37.5 23.1
      5.5 4.5 38.0 23.6
      6.0 5.0 39.0 24.0

      *Extended sizes available only for select styles.

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

      When converting to men's shoe sizes from women's, we suggest you go down 1.5 sizes. For example, a women's shoe size 8.5 is roughly equivalent to a men's shoe size 7. Keep in mind that men's shoes run slightly wider than women's shoes.

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

      When converting from women's shoe sizes to youth, we suggest you go down two sizes. For example, women's shoe size 5 is similar in fit to a youth 3. Also you can reference the youth sizing chart above for centimeter conversions.

    10. Where are TOMS® Shoes manfactured?

      TOMS® Shoes are manufactured in various countries, including Argentina, China, Ethiopia, India, Kenya and Haiti. By 2015, TOMS® aims to produce 1/3 of our Giving Shoes in countries where we give. 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 shoes or 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 promote TOMS® on my campus?

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

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

      Please visit our Style Your Sole page.

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

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

    6. I'm a teacher and want to teach about TOMS® and the One for One® business model. Who can I contact for this?

      Thank you for your interest in sharing the TOMS® story with your students. Please visit our Teacher Resources page to download great kits full of information on how to teach about our One for One® business model.

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

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

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

      Please visit us at or .

  • Contact Us

    We here at TOMS® like to talk to our customers! We want to make it as easy as possible for you to reach us with all your order-related inquiries.

    Our goal is to provide you with an enjoyable, memorable experience while shopping with TOMS®. We've got an exceptionally savvy, energetic customer service team ready to get you all the answers you're looking for. Please use one of the methods below to reach us now!

    • Message Us

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

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

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

  • GIVING IN THE U.S.

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

      TOMS® has been giving in the U.S. on a small scale since 2008. We've spent the last few years testing and adapting our U.S. giving so we could responsibly launch a sustainable, large-scale giving effort. With so much need in our own backyard, we knew we could to help in a big way. We've met our goal and are excited to announce that as of the end of 2015, 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?

      By the end of 2014, TOMS® will give over one million pairs of new shoes to children in the United States. TOMS® Shoes will 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:

      • Start Something That Matters in your community. See the awesome projects some of the TOMS® community is working on. Click here.
      • Learn more about our Giving by clicking here.
      • Keep up with the TOMS® movement on our blog. Learn more about our partners, community and impact. Visit us here.
    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.

  • Marketplace

    1. What is Marketplace?

      Marketplace is another way to shop on TOMS.com. Marketplace features companies that have been hand selected by the TOMS® team because of their stated commitment to give back to communities all over the world.

    2. Can I purchase multiple items from different Marketplace partners?

      Yes, of course. We encourage you to support as many of our Marketplace partners as you like.

    3. Can I purchase TOMS® products and Marketplace product together?

      Yes. You can purchase TOMS® and Marketplace products together in one transaction.

    4. If I buy a Marketplace item does it give a pair of shoes to a child?

      While Marketplace items do not give a child a pair of shoes or restore sight to a person in need, they aim to benefit the specific cause of that brand partner as noted near the product you are interested in.

    5. What is your return policy for Marketplace items?

      We accept unworn products purchased exclusively from TOMS.com within 60 days from your date of purchase.

    6. What is the warranty process on items purchased through Marketplace?

      TOMS® does not offer a warranty on the products featured in Marketplace. For inquiries about whether a Marketplace vendor's warranty applies to a specific product, please contact the vendor directly.

    7. Can I use a TOMS® Gift Card or promotional code on Marketplace items?

      TOMS® Gift Cards and promotional codes may be able to be used to purchase Marketplace items - however, this varies based upon the promotion or type of Gift Card, so please see the applicable rules related to the particular TOMS® Gift Card or promotion at issue for further details.

    8. Can I donate to the Marketplace causes directly?

      We are proud to support our Marketplace partners and the causes they strive to support. If you would like to donate to their causes directly, please contact that partner's website directly for assistance.

    9. Do you offer exchanges on Marketplace items?

      Please see the question "Do you offer exchanges?" for further information.

    10. Does TOMS® own these Marketplace brands?

      No, TOMS® does not own any of the featured Marketplace companies or brands. They are independently owned and operated. TOMS® has partnered with these brands because we believe in their causes and we want to help widen their audience base while showcasing their respective stories.

    11. How were companies selected to participate in Marketplace?

      The companies and products that you see featured in Marketplace were hand-picked by the TOMS® team following a multi-step interview process that included a review of both the companies' business practices and their giving philosophies. These companies - ranging from small start-ups to established organizations - all share one thing in common: we believe that they are working to make a difference and using their business to improve people's lives. We are inspired by that and want to see them succeed. We also want to make sure that we're working with companies who share our long-standing philosophy of corporate responsibility.

  • TOMS ROASTING CO. COFFEE

    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.

    SHIPPING & RETURNS QUESTIONS:

    1. 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.

    2. Can I return/exchange my coffee?

      As this is a perishable good, we cannot offer returns or exchanges.

    3. What if my product is damaged, opened or exposed?

      Please contact us and we'll send you a new order.

    4. Can I return past expiration date?

      No, as we do not offer returns.

    5. What if we ship the wrong coffee?

      You keep the coffee you get, and we'll send you what you originally ordered.

    6. Where else can I get TOMS Roasting Co. coffee?

      TOMS.com, TOMS®retail stores and select Whole Foods locations.

    TOMS ROASTING CO. COFFEE SUBSCRIPTION:

    Our dedicated subscription coffee experts can always help you at 1-844-TOMS-RST if you have any questions about your coffee subscription.

    1. When am I billed for my monthly coffee subscription?

      We will authorize your payment method to be billed on the 1st of the month following when you order your subscription. Once your order actually ships, your payment method will be billed.

    2. What types of coffee subscriptions do you offer?

      Currently we offer three types of subscriptions: three-month, six-month, and a 12-month subscription of various roasts of whole bean coffee.

    3. How does the coffee subscription work?

      TOMS® will send you a featured roast each month, which will be shipped to you on or around the 1st day of the month. Every bag in your subscription provides one week of clean water to someone in need. Our five pound bags provide one month of clean water to someone in need.

    4. Is my subscription whole beans or ground beans?

      Currently, the bags of coffee you will receive with your subscription contain whole beans.

    5. How do you select the coffee that ships each month?

      Our Master Roaster makes the monthly selection to curate your coffee experience — each month is an opportunity to showcase a unique, original roast. Our goal is to expand your palate and introduce you to new flavors that you may not have known existed in coffee.

    6. Can I cancel my subscription at any anytime?

      Yes, you can cancel your subscription at any time by contacting our subscription experts at Customer Service. If you call by the last business day of a month, we will cancel your subscription for the remainder of your subscription period and you will not be billed.

    7. Can I pause or change a subscription?

      Sorry, at this time we are not able to pause or make changes on items, quantities, frequency or length of your subscription. If you are unhappy with your subscription, please call Customer Service to cancel it.

    8. Will my coffee subscription auto-renew?

      You may choose to have your coffee subscription automatically renew. If you choose this option at checkout, your coffee subscription will automatically renew for the same term as your original subscription order (for example, if you signed up for a 6-month term originally, your subscription will renew for additional 6-month periods).

    9. If I buy a subscription, when will I receive my first bag of coffee?

      All orders that are placed with us are shipped on or around the first day of the following month. Basically, any subscription order placed during the month will start the following month. For example, if you purchase a subscription on December 31, your order will ship on or around January 1; and if you purchase a subscription on January 1, your order will ship on or around February 1.

    10. If I move, how do I update my address?

      Log in to My Account to change and edit your shipping address.

    11. Can I use PayPal to purchase a coffee subscription?

      No, not at this time.

  • 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, TOMS Roasting Co. coffee, discounts on items on TOMS.com and even a chance to enter to win a trip to our headquarters.

      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 Instagram! 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. How do I earn stamps for Instagram activities?

      In order to earn stamps for using Instagram hashtags, first, please make sure you have connected your Instagram account to your TOMS Passport Rewards account. Then, make sure your Instagram account posts are set to "public," not "private" within Instagram and use hashtag #TOMSPassportRewards when you post.

    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, Foursquare and Instagram) 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 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 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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