TOMS Customer Service

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

TOMS Customer Service will be closed Tuesday, December 25th and Tuesday, January 1st. We will respond
to all messages upon our return. Thank you for your understanding!
Where's my Stuff?

Enter in your details to track your package.

How do I return an item?
Processing a return is easy! You have the option of creating a return to a TOMS.com E-Gift Card or receiving a refund to your original payment method. Just follow these simple steps:

    Step 1: Submit Return Request Online
    • Log in to your TOMS account. If you originally checked out as a guest, you will need to create an account on TOMS.com. When creating your account, please be sure to use the same e-mail address that you used when making your original purchase.
    • From your Order History page, select "Return" for the order containing the item(s) you wish to return.
    • Follow the easy step-by-step guide. Select the items to return, the reason for your return, and the return shipping method. If you are returning to a TOMS.com E-Gift Card then we will provide you with a free UPS return shipping label. 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.
  1. Step 2: Package Item(s)
    • Be sure to include the downloadable return form in your box, along with your unworn item(s).
    • You can use your original TOMS shipment box or any unmarked cardboard box — just make sure there are no existing shipping labels or stickers on the box!
  2. Step 3: Ship Back to TOMS
    • Mail your return back to TOMS.
      Returns TOMS C/O PT Door 74
      Dock 74
      11905 Landon Drive
      Mira Loma, CA 91752
      United States
      T:1-800-975-8667
    • If you are using a UPS return shipping label, please drop your package off at an authorized UPS Shipping Center.
    • Once we receive your return, please allow up to 7 business days to process your request. When your return has been processed you will receive an email with either your E-Gift Card Information or a notification that your refund was processed. Please allow 1-2 billing cycles for a credit card refund to appear.
Do you offer exchanges?
Due to our constantly changing inventory and high demand we do not currently offer direct exchanges. If you would like an exchange, we recommend creating a return to a TOMS E-Gift Card. This will allow you to repurchase from our live inventory. Our E-Gift Cards do not expire and can be used by anyone, at any time. You will also receive a free return shipping label to send your return back to us at no cost. Once we receive your return, please allow up to 7 business days to process your request. When this is complete, you will receive an e-mail with your E-Gift Card information.
How much does shipping and handling cost?
Ground Shipping within the Continental United States is now free, and Ground Shipping for Marketplace items is free with orders over $65.

Contact Us

  • Phone

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

  • Offline

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

  • Email

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

  • Twitter

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

What forms of payment does TOMS.com accept?
TOMS.com accepts Visa, MasterCard, American Express, Discover and PayPal. We do not accept checks or cash at this time. Please note that we only accept one form of payment per order.

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

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

Gift cards are only redeemable at TOMS.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.
How do I know if my order was placed successfully?
After your order is submitted you will be directed to an order confirmation page with your order number. If you've reached this page, you can be assured your order did go through and will be processed. You should also receive an email confirmation shortly after your order is submitted.
Can I cancel an order once it has been placed?
In an effort to get our shipments to our customers as quickly as possible, your order cannot be cancelled or modified once it is placed. Please refer to our return instructions on how to return your order once you receive it.
What is your Return Policy?
  • We accept unworn products purchased exclusively from TOMS.com within 60 days from the date of purchase.
I want to return an item. How can I do this?
Processing a return is easy! You have the option of creating a return to a TOMS.com E-Gift Card or receiving a refund to your original payment method. Just follow these simple steps:

  1. Step 1: Submit Return Request Online
    • Log in to your TOMS account. If you originally checked out as a guest, you will need to create an account on TOMS.com. When creating your account, please be sure to use the same e-mail address that you used when making your original purchase.
    • From your Order History page, select "Return" for the order containing the item(s) you wish to return.
    • Follow the easy step-by-step guide. Select the items to return, the reason for your return, and the return shipping method. If you are returning to a TOMS.com E-Gift Card then we will provide you with a free UPS return shipping label. 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.
  2. Step 2: Package Item(s)
    • Be sure to include the downloadable return form in your box, along with your unworn item(s).
    • You can use your original TOMS shipment box or any unmarked cardboard box — just make sure there's no existing shipping labels or stickers on the box!
  3. Step 3: Ship Back to TOMS
    • Mail your return back to TOMS.
    • Returns TOMS C/O PT Door 74
      Dock 74
      11905 Landon Drive
      Mira Loma, CA 91752
      United States
      T:1-800-975-8667
How long does it take for me to a get a refund?
Once we receive your return, please allow up to 7 business days to process your request. When your return has been processed you will receive an email with either your E-Gift Card Information or a notification that your refund was processed. Depending on your bank, the refund may take an additional 5-7 business days to post to your account.
Do you offer exchanges?
Due to our constantly changing inventory and high demand we do not currently offer direct exchanges. If you would like an exchange, we recommend creating a return to a TOMS.com E-Gift Card. This will allow you to repurchase from our live inventory. Our E-Gift Cards do not expire and can be used by anyone, at any time. You will also receive a free return shipping label to send your return back to us at no cost. Once we receive your return, please allow up to 7 business days to process your request. When this is complete, you will receive an e-mail with your E-Gift Card information.
I would like to return a gift for a cash refund. Is this possible?
Sorry! Unfortunately, gifts cannot be returned for cash. However, TOMS is happy to refund gifts in the form of a TOMS E-Gift Card. To create a return for a gift you will need to log in to your TOMS account, go to the Returns screen and click "Create a Return". You will need to know the order or invoice number as well as the shipping zip code or billing last name. Please contact Customer Service to help you locate this information if you do not have it.
Does TOMS offer free shipping on returns?
If you are returning to a TOMS E-Gift Card then we will provide you with a free UPS return shipping label. 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. This $6 charge will be deducted from your refund total.
Do your return shipping labels cover international shipping?
No. Unfortunately, prepaid return shipping labels only cover shipping within the United States.
I don't have access to a printer. What should I do?
If you don't have access to a printer, contact TOMS Customer Service, and we will happily snail mail you a return shipping label and return form.
If I return my shoes does TOMS take a pair away from a child?
TOMS accepts returns within 60 days from the date of purchase. This is how we evaluate how many pairs of shoes are final sales and can be counted towards our giving program. Once shoes are given to a child, they are their shoes. We would never take back a given pair.
Can I return a pair I bought online to an official retailer?
Shoes purchased on TOMS.com must be returned directly to us.
Does TOMS ship to P.O. Boxes or Military APO/FPO addresses?
All domestic orders ship exclusively with UPS. UPS does not deliver to P.O. Boxes or Military APO/FPO addresses. Orders to Australia ship via USPS.
How much does shipping and handling cost?
Ground Shipping within the Continental United States is now free, and Ground Shipping for Marketplace items is free with orders over $65.
How long does it take for my order to ship once it is placed?
Orders placed before 11:30 AM PST will ship the same day, all other orders will be shipped the next business day. Once shipped, you will receive a confirmation email including your shipment tracking number.
Does TOMS.com ship internationally?
TOMS.com does not ship orders to international addresses, except Australia (via USPS). If you are shipping to Canada or United Kingdom please visit our Canadian (TOMS.ca) or UK (TOMS.co.uk) sites to place your order.
TOMS are also available at official retailers across the world; to find one closest to you, visit our Store Locator.
What size should I order?
TOMS run true to size and are available in medium width only. We recommend ordering the size you normally wear in a casual or dress shoe. If you're typically in-between sizes, we recommend going with the smaller one since TOMS will stretch slightly as you break them in.
Will my TOMS stretch?
Your TOMS will stretch slightly with wear. They should fit snug out of the box with your toes touching the end. After a few hours of wearing, they will stretch slightly to conform to your feet. If you are unsure whether or not they will fit, please try your TOMS on a carpeted surface to see how they stretch, as we do not accept returns on shoes that show any wear or use.
How do I wash my TOMS shoes?
We highly recommend hand washing TOMS in cold water with a gentle detergent and letting them air dry. We do not recommend putting TOMS in the dryer under any circumstances. Please note that fading can be expected (especially from sun exposure) and does not compromise the durability of the shoe.
How do I care for my TOMS Eyewear?
Your new eyewear comes with a TOMS Flag lens cloth for cleaning. Using it will preserve the quality of TOMS lenses. Hand wash and air-dry the cloth regularly. To avoid damage, do not clean your glasses with paper towels or clothing, which can leave scratches. Avoid using household detergents or soaps.
Please store your TOMS eyewear in its protective case to help in minimizing accidental mishandling.
What type of leather does TOMS use?
We use pig suede for all leather insole styles of TOMS.
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

WOMENS BASIC FIT

XS S M
CHEST 16.25 17.25 18.25
LENGTH 24.6 25.6 26.6

WOMENS V-NECK

XS S M
CHEST 14.25 15.25 16.25
LENGTH 24.25 25.5 26.5

WOMENS CREW NECK SWEATSHIRT

XS S M
CHEST 17.5 18.5 19.5
LENGTH 26 26.5 27

WOMENS HOODIE ZIP UP

XS S M
CHEST 16 17 18
LENGTH 25.75 25.75 25.75

WOMENS BALLET PULLOVER

XS S M
CHEST 19 20.5 22
CENTER FRONT
BODY LENGTH
16 17 18
SLEEVE LENGTH 24.25 25.5 26.5

MENS CREW NECK

S M L
CHEST 19 20 21
LENGTH 26.5 27.5 28.5

MENS CREW NECK SWEATSHIRT

XS S M
CHEST 18.5 19.5 20.5
LENGTH 28.5 29 29.5

MENS 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
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 CM
    2.0 1.5 17.5 9.6
    3.0 2.0 18.5 10.4
    4.0 3.0 19.5 11.3
    5.0 4.0 21.0 12.1
    5.5 4.5 21.5 12.6
    6.0 5.0 22.0 13.0
    6.5 5.5 23.0 13.4
    7.0 6.0 23.5 13.8
    7.5 6.5 24.0 14.2
    8.0 7.0 24.5 14.7
    8.5 7.5 25.5 15.1
    9.0 8.0 26.0 15.5
    9.5 8.5 26.5 15.9
    10.0 9.0 27.0 16.4
    10.5 9.5 28.0 16.8
    11.0 10.0 28.5 17.2
    11.0 10.0 28.5 17.2
    11.5 10.5 29.0 17.6
  • Youth Sizing Chart
    US/CA UK EU CM
    12.0 11.0 30.0 18.1
    12.5 11.5 30.5 18.5
    13.0 12.0 31.0 18.9
    13.5 12.5 31.5 19.3
    1.0 13.0 32.5 19.7
    1.5 13.5 33.0 20.2
    2.0 1.0 34.0 20.6
    2.5 1.5 34.5 21.0
    3.0 2.0 35.0 21.4
    3.5 2.5 35.5 21.9
    4.0 3.0 36.0 22.3
    4.5 3.5 36.5 22.7
    5.0 4.0 37.5 23.1
    5.5 4.5 38.0 23.6
    6.0 5.0 39.0 24.0

*Extended sizes available only for select styles.

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

To learn more on how and where we give, visit our One for One section.
Is TOMS partnering with Skechers to make BOBS?
No. TOMS is not partnering with Skechers on BOBS, or any other product. TOMS prides itself in responsibly fulfilling the promise of One for One on the giving side, delivering quality product, and having a passionate and supportive community. We hope to inspire other companies and individuals to incorporate giving in to their businesses, although we encourage them to do so responsibly… and creatively.
I found TOMS products for sale on an auction website. Are they authentic?
TOMS does not sell directly on any auction website. Any items purchased from an auction site are purchased at your own risk. Auction websites do not guarantee the authenticity of the products sold on their sites. For this reason, there may be counterfeit goods available through auction sites, despite language that the item is genuine or authentic.
My shoes have a warranty issue. What should I do?
TOMS extends a 1-year warranty against any manufacturer defects in materials or workmanship that is in excess of standard wear up to one year from the date of purchase. Improper fit is not valid criteria for warranty. If you purchased your TOMS through our online store, please email our Warranty Department at warranty@TOMS.com with the following information:

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

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

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

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

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

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

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

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

Contact Us

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

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

  • Phone

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

  • Live Chat Offline

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

  • Email

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

  • Twitter

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

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

Ticket to Give Sweepstakes


What is a TOMS Giving Trip?
A TOMS Giving Trip is a unique TOMS experience. We invite staff and other members of the TOMS family to visit one of our Shoe Giving Partners and help give shoes to children in the communities they serve. Participants will have the powerful experience of hand-placing shoes on children's feet, and are also able to see how TOMS Shoes are integrated into our Giving Partners' larger community development programs and goals. Participants gain on-the-ground perspective of the complex realities present in impoverished communities and see how organizations work to support the growth of a community. A TOMS Giving Trip is a valuable way to experience and understand both the TOMS One for One shoe-giving model and the wider world of international development.
How old do I have to be to go on a TOMS Giving Trip?
You must be at least 13 years or over to enter and win.
When will I be informed of the dates and country of the Giving Trip?
We will inform you of the exact dates, location and the name of the Giving partner who will be hosting you no sooner than 60 days before departure.
What country will I be going to?
TOMS Giving Trips will visit countries in which our Shoe Giving Partners are giving. Country availability depends on our Giving Partners' ability to accommodate a group from TOMS (not all of our Giving Partners are able to accommodate groups).
Is the country I am traveling to safe?
We look to our Giving Partner to provide us with the on-the-ground perspective in regards to safety, and at any time they advise us that it is no longer safe, we will reschedule/relocate your trip. If necessary, TOMS teams travel with security as a safety precaution.
Is emergency medical and evacuation insurance included?
Yes. We will provide emergency medical and evacuation insurance. Check with the Center for Disease Control and your local travel clinic to find out about required or recommended immunizations prior to traveling.
Where will I be staying?
You will stay in a small hotel or guest house. The accommodations will be clean and safe.
Can I drink the water?
We advise you to not drink the water from the faucet or any time you do not know the source of the water. You will be provided with filtered/bottled drinking water.
Who else will be on my TOMS Giving Trip?
Other sweepstakes winners, a TOMS HQ Trip Leader, and other representatives from TOMS.
What type of pre-trip training is provided?
We will provide you with a thorough handbook with details regarding passport/visa, immunizations, insurance, electricity, money/spending, food, weather, accommodation, transportation, packing list and more. We hope the handbook will cover the majority of your questions, but our Giving Trip Team is always available via e-mail or phone to answer any outstanding questions. We also ask you to participate in an introductory call to discuss preparation details. You will have a full orientation at TOMS HQ the day prior to departure.
I'm a vegetarian/vegan. What kind of food will be there?
We do encourage teams to try local cuisine when able, but we will work with our Giving Partner to accommodate dietary restrictions when necessary.
What if I don't speak the local language?
You do not need to know the local language; however, we encourage you to brush up on your language skills and try to speak the language when you can. For those times when you just can't get out the words, there will be a translator with the group to help. We will also supply you with a language cheat sheet to help with the basics.
Where does the team meet for the first time?
You will meet your TOM HQ Trip Leader and fellow participants at TOMS HQ the day before you depart for your trip. We will coordinate these details with you on an individual basis.

TOMS HOW DO YOU GIVE? CONTEST OFFICIAL RULES

NO PURCHASE NECESSARY TO ENTER OR WIN.
VOID WHERE PROHIBITED BY LAW.

By participating in The How Do You Give Contest (“Contest”), you agree to abide by these Official Rules and decisions of TOMS Shoes Inc. (“TOMS”) and its designees, which shall be final and binding in all respects relating to this Contest.

Who Can Participate
Only sales associates from retail stores that are the direct and intended recipients of an invitation from TOMS are eligible to participate. Other employees are not eligible to participate. An eligible minor should have a parent’s or legal guardian’s permission to enter. Sales associates participating in the Contest (“you”) are responsible for complying with all applicable store policies associated with promotions of this nature, including any social media policies related to material posted on your Instagram account. Contest is void where prohibited by law and subject to all applicable federal, state and local laws.
How To Participate
Between 12:00 am Pacific Standard Time (“PST”) on Monday, November 4th, 2013 and 11:59 pm PST on Sunday, Nevember 17th, 2013 (“Contest Period”), upload a photo on Instagram from your personal Instagram account showing how you give back to your community (“Photo”). Your Photo must include a caption that contains the hashtag #howigiveback and “@” mentions TOMS and the retail store where you are currently employed (e.g., “#howigiveback @TOMS @Nordstrom. Your Instagram account must be public. An Instagram account is required to participate. Establishing an Instagram account is free.All Instagram terms and conditions apply. Data rates may apply. See your wireless carrier for pricing details. The Contest Period will be divided into weekly periods (each, a “Weekly Period”) with each beginning on Monday and ending on the following Sunday. To be considered, a Photo must be submitted by 11:59 p.m. PT on the last day of the applicable Weekly Period.
Photo Requirements
  • Photo must be taken by you or you must have permission from the photographer to submit the Photo.
    If Photo contains images of persons under eighteen (18) years of age, you must have permission from such persons’ parent or legal guardian to submit the Photo in a form acceptable to TOMS.
  • If Photo contains images of any persons other than yourself, you must have permission from such person to submit the Photo in a form acceptable to TOMS.
Photo Content Restrictions
Photo may not contain, and you hereby represent and warrant that it does not contain any content that:
  • is sexually explicit or suggestive; unnecessarily violent or derogatory of any ethnic, racial, gender, religious, professional or age group;
  • profane or pornographic; contains nudity;
  • promotes alcohol, illegal drugs, tobacco, firearms/weapons (or the use of any of the foregoing); promotes any activities that may appear unsafe or dangerous; promotes any particular political agenda or message;
  • is obscene or offensive; endorses any form of hate or hate group;
  • appears to duplicate any other submitted Entry;
  • defames, misrepresents or contains disparaging remarks about Sponsor, its products or services, other people or companies;
  • contains trademarks, logos, or trade dress (such as distinctive packaging or building exteriors/interiors) owned by others (except for TOMS), without permission, to the extent permission is necessary;
  • contains copyrighted materials owned by others (including photographs, sculptures, paintings, and other works of art or images published on or in websites, television, movies or other media), without permission, to the extent permission is necessary;
  • contains materials embodying the names, likenesses, voices, or other indicia identifying any person (living or dead), such as license plate numbers, personal names, e-mail addresses or street addresses, including, without limitation, celebrities and/or other public or private figures, living or dead, without permission, to the extent permission is necessary;
  • communicates messages or images inconsistent with the positive images and/or good will with which Sponsor wishes to associate; and/or
  • violates any law.
If any Photo contains any of the above prohibited content, as determined by TOMS in its sole discretion, or for any other reason, your store may be disqualified.
Grant Of Rights
By submitting a Photo, you (and, if an eligible minor, your parent or legal guardian) agree and hereby grant to TOMS and its designees, successors, licensees and assigns an unlimited, perpetual, irrevocable, assignable, royalty-free, fully paid-up license to reproduce, distribute, create derivative works of, edit, alter, post, combine with other materials, exploit and otherwise use any Photo, and all elements embodied therein, in whole or in part, in any manner and in any and all media now known or hereafter devised (including, without limitation, on TOMS’s websites and social media sites) throughout the universe for any purpose whatsoever, including, without limitation, for commercial purposes, without compensation or notification to, or permission from, you or any third party. You (and, if an eligible minor, your parent or legal guardian) agree that Released Parties (as defined below) are not responsible for any unauthorized use of Photos by third parties. Released Parties do not guarantee use of any Photo.
Judging
All eligible Entries received for each Weekly Period will be judged by a panel of qualified judges based on the following equally weighted criteria: the originality and creativity of the Photo, the quality and presentation of the Photo, and the Photo’s appropriateness to theme (“Judging Criteria”) to determine the potential winner for that Weekly Period. If not chosen as a potential winner, eligible Entries will automatically be entered into the next Weekly Period. In the event of a tie, an additional, “tie-breaking” judge will determine the winner based on the Judging Criteria. Sponsor reserves the right to not award the prize for a Weekly Period if, in its sole discretion, it does not receive a sufficient number of eligible and qualified Entries for that Weekly Period. All decisions of the Sponsor and judges are final and binding. Sponsor will not reveal the judging scores for any Entry.
Winner Notification
Potential winners will be notified by via Instagram’s commenting mechanism and provided with instructions on how to contact Sponsor, and may be required to execute an Affidavit of Eligibility and a Liability and Publicity Release (unless prohibited by law), which must be returned within seven (7) days of date appearing on prize notification. Return of a prize or prize notification as undeliverable, failure to sign and return requested documentation within the specified time period, the inability of Sponsor to contact a potential winner within a reasonable time period or noncompliance with these Official Rules by any potential winner may result in disqualification and, at Sponsor’s sole discretion, the prize may be awarded to a runner-up for the Weekly Period at issue. If a winner is considered a minor in his/her jurisdiction of residence, all required documentation must be executed by such minor’s parent or legal guardian.
Prizes
Two (2) (one (1) per Weekly Period) TOMS prize packages, including select TOMS apparel, a pair of TOMS shoes, and a journal. Approximate Retail Value (“ARV”): $150.00. Additionally, each winner’s retail store will receive a pizza party for its employees/staff; ARV: $150.00. Winners may not substitute, assign or transfer prize, but TOMS reserves the right, at its sole discretion, to substitute the prize (or portion thereof) with one of comparable or greater value. Prizes are not redeemable for cash. Prizes are awarded “as is” with no warranty or guarantee, either express or implied by TOMS. All taxes, costs and expenses associated with prize acceptance and use not specified herein as being provided are the sole responsibility of the winners. All prize details are at TOM’s sole discretion. TOMS will contact the store manager of each winning store following the end of the Contest Period to coordinate the pizza party portion of the prize. Exact details of pizza party will be determined by TOMS.
General Conditions
By participating, you (or if an eligible minor, your parent or legal guardian) agree (a) to release, discharge, hold harmless and indemnify TOMS, its parent, affiliates, subsidiaries, and advertising and promotion agencies, and the respective officers, directors, shareholders, employees, agents and representatives of the forgoing (collectively, “Released Parties”) from any and all injuries, liability, losses and damages of any kind (including, without limitation, arising from claims based upon copyright infringement, trademark infringement, invasion of privacy, defamation, or right of publicity) to persons, including death, or property resulting, in whole or in part, directly or indirectly, from your participation in the Contest and/or the use of any Photo by TOMS or any other Released Party; and (b) to the use by TOMS and its designees of your name, city and state of residence, image and/or likeness for advertising, publicity, promotional and trade purposes in any and all media, now or hereafter known, in any manner, worldwide in perpetuity, without compensation or additional consents from you or any third party and without prior notice, approval or inspection, and to execute specific consent to such use if asked to do so.
Released Parties are not responsible for lost, late, incomplete, damaged, inaccurate, stolen, delayed, misdirected, undelivered or garbled Photos or comments; or for lost, interrupted or unavailable network, server, Internet Service Provider (ISP), application, or other connections, availability or accessibility or miscommunications or failed computer, satellite, telephone or cable transmissions, lines, or technical failure or jumbled, scrambled, delayed, or misdirected transmissions or computer hardware or software malfunctions, failures or difficulties, or other errors or difficulties of any kind whether human, mechanical, electronic, computer, network, typographical, printing or otherwise relating to or in connection with the Contest, including, without limitation, errors or difficulties which may occur in connection with the administration of the Contest, the uploading or judging of any Photos or in any Contest-related materials. Released Parties are also not responsible for any incorrect or inaccurate information, whether caused by application users, tampering, hacking, or by any equipment associated with or utilized in the Contest. Persons who tamper with or abuse any aspect of the Contest, who act in an unsportsmanlike or disruptive manner or who are in violation of these Participation Terms, as solely determined by TOMS, will be disqualified and all associated entries will be void. TOMS reserves the right at its sole discretion to suspend, modify or terminate the Contest at any time and for any reason, and, if terminated, at its discretion, select the potential winner(s) from all eligible, non-suspect entries received prior to action taken using the judging procedure outlined above or as otherwise deemed fair and appropriate by TOMS.
CAUTION: ANY ATTEMPT TO DELIBERATELY DAMAGE OR UNDERMINE THE LEGITIMATE OPERATION OF THE CHALLENGE MAY BE IN VIOLATION OF CRIMINAL AND CIVIL LAWS AND SHOULD SUCH AN ATTEMPT BE MADE, TOMS RESERVES THE RIGHT TO SEEK DAMAGES AND OTHER REMEDIES (INCLUDING ATTORNEYS’ FEES) FROM ANY SUCH INDIVIDUAL TO THE FULLEST EXTENT OF THE LAW, INCLUDING CRIMINAL PROSECUTION.
This Contest is in no way sponsored, endorsed or administered by, or associated with, Instagram.
Request for Winners List
For the names of the winners (available after November 20th, 2013), send an email to retailmarketing@toms.com, for receipt no later than December 20th, 2013.
Sponsor
TOMS Shoes Inc., 5404 Jandy Place, Los Angeles, California 90066.
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 are excited to commit over one million pairs of new shoes to children in the United States by the end of 2014.
Do you really give?
Absolutely. With our community's support, we gave our 10,000,000 pair of shoes this year and have helped restore sight to more than 150,000 people. 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 and impact measurement. They bring a world of know-how, with significant experience in public health, social entrepreneurship and at NGOs. TOMS Giving Team works with over 100 organizations (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 60 countries, and TOMS supports sight giving in 13. Learn more about TOMS Giving here.
How do you decide where to give in the U.S.?
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' 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 give.
How are TOMS given to children in the U.S.?
TOMS provides new shoes to children in need in over 35 states through a network of Giving Partners (organizations working locally in communities in need). Each partner integrates new shoes or TOMS-supported sight services into the work they are already doing in the community. Shoes complement sports and nutrition, after-school and community development programs. While TOMS Sight Giving is incorporated into services provided to schools in the U.S.
What organizations does TOMS work with in the U.S.?
In the U.S. we are proud to give with organizations like:
Save the Children
National Relief Charities
Feed The Children
World Vision
ChildFund International
Helen Keller International

TOMS establishes 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.
How does TOMS determine need in the U.S.?
We work closely with our Giving Partners to identify communities that would benefit from TOMS' 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.
Where are you giving in the United States?
TOMS Shoes will be given in over 35 states, while TOMS supported sight services are provided in three states. Our Giving Partners reach both rural and urban locations with new shoes and prescription glasses. Click here to see where we give in the U.S.
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.
What kind of shoes does TOMS give in the U.S.?
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.
What kind of sight-service do you provide in the U.S.?
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 one to two weeks after selection.
If I buy TOMS in the United States, will TOMS give my shoes or sight service 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, they assess the global need for shoes or sight services and impact TOMS support can have on a child or community.
How can I get involved?
Thank you for your interest in getting involved! We have lots of ways for you to join the TOMS movement. You can:

  • Stop by and say hi! We're hitting the road this summer and headed across the U.S. We'd love to see you! Check out our stops here.
  • 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.
Can I get TOMS Shoes or sight services for the population I serve?
We really appreciate your interest in giving to the children you are working with. All of TOMS Giving is done through our long-term 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.
What is Marketplace?
Marketplace is a new way to shop on TOMS.com. Marketplace features companies that have been hand selected by the TOMS team because of their commitment to give back to communities all over the world.
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'd like.
Can I purchase TOMS products and Marketplace items together?
Yes. You can purchase TOMS products and Marketplace items together in one transaction.
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 do benefit the specific cause of that brand partner.
What is your return policy for Marketplace items?
We accept unworn products purchased exclusively from TOMS.com within 60 days of the date of purchase. Any merchandise considered worn upon return will be subject to a $10 re-stocking fee.
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 vendor's warranty applies to any specific product, please contact the product vendor directly. Contact information for the companies featured in Marketplace is available here.
Can I use gift cards or promotional codes on Marketplace items?
Gift cards and promo codes can only be used in the TOMS Marketplace if they specifically stipulate that Marketplace items are applicable.
Can I donate to the Marketplace causes directly?
We are proud to support our Marketplace partners and the causes they benefit. If you would like to donate to the causes directly, please contact your desired partner site for assistance.
Do you offer exchanges on Marketplace items?
Due to our constantly changing inventory and high demand we do not currently offer direct exchanges. If you would like an exchange, we recommend creating a return to a TOMS E-Gift Card. This will allow you to repurchase from our live inventory. Our E-Gift Cards do not expire and can be used by anyone, at any time. You will also receive a free return shipping label to send your return back to us at no cost. Once we receive your return, please allow up to 7 business days to process your request. When this is complete, you will receive an email with your E-Gift Card information.
Does TOMS own these Marketplace brands?
No, TOMS does not own any of the featured companies. 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.
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: they're working to make a difference to use business to improve people's lives. We're 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.
All About TOMS Roasting Co

Where are your beans sourced?

  • Guatemala, Honduras, Peru, Rwanda and Malawi. You can learn more about the characteristics of each country’s bean on their product pages.

Where are your beans roasted?

  • 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.

Is it Fair Trade?

  • Yes. We want to make sure the farmers get the best prices for their efforts.

Are your beans organic?

  • Yes. Rwanda’s roast is not certified organic, because certification is costly to the farmer.

How long does each bag last?

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

Does the water I to brew matter?

  • Yes! Use fresh, filtered or bottled water.

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.

Will we offer “peaberry” selections?

  • Not at this time.

Is it vacuum packed? Freeze-dried?

  • No and no.

How are your beans processed?

  • All our beans are hand-sorted, wet processed and washed. This process produces beans of higher quality than any other method. It is a complex process, varying from region to region – processes are often a result of tradition, handed down through generations.

Do you offer de-caffeinated coffees?

  • Not at this time.

Glossary of Coffee Terms

  • 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 - A 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.”

What is the best way to store coffee at home?

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

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.

What are 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 as 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, 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.

Does your coffee contain gluten/sugar?

  • No.
Shipping questions:

How will 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.

Can I return/exchange my coffee?

  • As this is a perishable good we can not offer returns or exchanges.

What if my product is damaged, opened or exposed?

  • We'll send you a new order, no questions asked.

Can I return past expiration date?

  • No

What if we ship the wrong coffee?

  • You keep the coffee you get, and we’ll send you your original order.

Do gift codes apply to TOMS coffee?

  • Yes

How does subscription work? Can I stop at any-time?

  • We'll send you feature roasts each month. Cancel anytime, no questions asked.

Does tax apply to TOMS coffee?

  • Yes

Where else can I get TOMS Coffee?

  • TOMS.com, TOMS retail stores and Whole Foods.
Subscription:
Our dedicated subscription coffee experts can always help you at 1-844-TOMS-RST
  • How does subscription work?

    • TOMS will send you a featured roast each month. We offer three types of subscriptions: 3 month, 6 month, and 12 month. And we make sure every bag in you subscription provides one week of clean water to someone in need.
  • 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.
  • Can I cancel ay anytime?

    • Yes, you can cancel your subscription at any time by contacting our subscription experts. We will continue to send your coffee until your paid period ends. After that, you won’t be billed again.
  • Can I pause a subscription?

    • Not at this time – sorry.
  • Can I make changes to my subscription?

    • Sorry, we're not able to make changes on items, quantity, frequency or length of your subscription.
  • If I buy a subscription, when is the cutoff date to receive the order in the same month?

    • All orders are shipped on the first day of the 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 ships on January 1; If you purchase a subscription on January 1, your order ships on February 1.
  • If I move, how do I update my address?

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