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Questions about TOMS®

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

  • Top Questions

    1. Where's my stuff?

      Enter your tracking number below to track your package.

    2. What is your return policy?

      For customers within the contiguous United States, returns are on us. We accept unworn, unwashed, and unaltered items purchased directly from TOMS.com that are received by us within 30 days of your order date. Please account for the time it takes for the carrier to ship your item(s) back to our warehouse in Mira Loma, California.

      Gift Cards (both physical and digital) and other items marked "Final Sale" are FINAL SALE and are not eligible for return.

      Please see How do I return an item? 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.com Gift Card?

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

      Check Balance

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

    7. Do you offer price adjustments?

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

    8. I am unable to locate my new customer promo code. Can you help?

      Please click through the ad image advertising the new customer offer. You will be directed to our site, where a pop-up window should appear. Enter your email address to unlock your new customer promo code. We recommend you immediately copy & paste your promo code for safekeeping. If you lose your promo code or require further assistance, please contact us.

  • Ordering on TOMS.com

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

      We accept Visa, MasterCard, American Express, Discover, PayPal, Apple Pay, Klarna, TOMS.com Gift Cards and TOMS.com store credit. We do not accept checks or cash at this time.

      If you pay with a TOMS.com Gift Card or store credit, you can pay the balance of your purchase with a credit card, PayPal, Apple Pay, or Klarna.

      • Visa
      • MasterCard
      • Amex
      • Discover
      • PayPal
    2. I received an error message when trying to check out. What does this mean?

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

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

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

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

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

      Please see our Terms of Sale for more information on TOMS.com Gift Cards.

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

      After your order is submitted, you will be directed to an order confirmation page with your order number and order info. 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 order confirmation email shortly after your order is submitted. Once your order is shipped, you will receive an order shipped email.

    6. When will my order be processed?

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

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

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

    8. Do you offer price adjustments?

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

    9. Need assistance shopping on our site?

      TOMS.com is committed to accessibility for all. We are working towards meetings all WCAG 2.0 AA standards, but we recognize we are not there yet. Read more about our commitment to accessibility. If you are in need of immediate assistance, please call us at (800) 975-8667.

    10. 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.

  • Klarna

    1. What is Klarna?

      Klarna and TOMS have partnered to provide flexible online payment options for TOMS shoppers through Buy now. Pay later. Learn more.

    2. What is pay in 30 days and how does it work?

      Pay in 30 days, offered through Klarna, offers you the flexibility to get the order delivered before you have to pay. Once your order has shipped, you’ll receive an email with a link to pay. You’ll have 30 days to make a payment. Learn more.

    3. Is there a fee to use pay in 30 days?

      There is no fee to use Pay in 30 days. However, if your invoice is not paid by the due date, Klarna may charge you a late fee of up to $10.00.

    4. Is there a late fee associated with pay in 30 days?

      Yes. If your invoice isn’t paid by the due date, you’re subject to a late fee up to $10.00 (issued by Klarna). To help you pay on time, Klarna will send an email reminder two days before payment is due.

    5. How is my pay in 30 days statement sent?

      You’ll receive an email from Klarna with payment instructions once the order has shipped.

    6. How does pay in 4 interest-free installments work?

      Pay in 4 interest-free installments, offered through Klarna, offers you short-term installments that let you spread the cost of a purchase, with no added cost or hassle. Four equal payments are automatically collected bi-weekly from your debit or credit card. The total amount charged to your card is no greater than if you simply paid for the entire purchase up front (provided the agreed payment schedule is followed). Learn more.

    7. I returned my pay in 4 interest-free installments purchase, what happens next?

      Klarna will refund any payments already made back to the original payment method.

    8. I returned part of my pay in 4 interest-free installments purchase, how does that affect my remaining installments?

      Klarna will update the total balance and any remaining payments are automatically adjusted in the case of partial returns (starting from the last installment and moving forward). Any payments already made will be refunded back to the original payment method.

    9. Is there a late fee for pay in 4 interest-free installments?

      Yes. If your automatic payment fails and you do not provide updated card details, Klarna may charge you a late fee of $10.00. Klarna will send you an email notification if your payment was unsuccessful.

    10. Will Klarna’s Buy Now. Pay later. impact my credit score?

      Klarna does not perform a hard inquiry with the credit bureaus, so your credit score won’t be impacted if you pay with Klarna at TOMS.

    11. How do I contact Klarna?

      You can reach Klarna’s Customer Service team by phone at 844-4KLARNA between Monday-Friday 8am-6pm EST. You can also chat Klarna 24/7 when you log into the Klarna App. Learn more.

  • Returns

    1. What is your return policy?

      For customers within the contiguous United States, returns are on us. We accept unworn, unwashed, and unaltered items purchased directly from TOMS.com that are received by us within 30 days of your order date. Please account for the time it takes for the carrier to ship your item(s) to our warehouse in Mira Loma, California.

      Gift Cards (both physical and digital) and other items marked "Final Sale" are FINAL SALE and are not eligible for return.

      Please see How do I return an item? for further details.

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

      If you are outside the contiguous United States (i.e. Alaska, Hawaii, Puerto Rico, or another U.S. territory), you may return unworn, unwashed, and unaltered items. Any such return must be received at our warehouse within 45 days of your order date or it will not be accepted. At this time, we are unable to provide free return shipping to anyone outside the contiguous United States.

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

    3. What about my refund?

      If we receive your return within 30 days of your order date, you can choose to receive your refund, minus any original shipping charges, to your original payment method or as a TOMS.com store credit. In order for you to receive your refund back to your original payment method, we must receive your items within 30 days of your order date. Once we receive your item(s), please allow 5-7 working days for us to process your refund.

      If you paid with a TOMS.com gift card or TOMS.com store credit, you will receive the money back as TOMS.com store credit. Your TOMS.com store credit will go back into your TOMS.com account.

      Don't have an account? Use the same email address you used to make your original purchase to Create an Account. Please see our Terms of Sale for more information on TOMS.com store credit, including details and restrictions.

      If you paid via PayPal, your refund will be issued back to your PayPal account. If you paid with a credit or debit card, your refund will be issued back to your card. The time it will take for your refund to post to your bank account, PayPal account or credit card will vary.

      Please note that your refund will appear as an individual credit for each item returned, so you may see multiple credits on your credit card/bank/PayPal statement if you are returning multiple items.

      Refunds are processed based on applicable item and tax charges. We do not refund original shipping charges.

    4. How do I return an item?

      Unworn, unwashed and unaltered item(s) may be returned, no problem. Follow the steps below and note that we must receive your item(s) in our California warehouse within 30 days of your order date. Items marked as FINAL SALE are not eligible for return.

      • Step 1

        With your order number and billing or shipping zip code handy, visit TOMS.com/returns to begin.

      • Step 2

        Follow the instructions to print your free UPS return label. Unfortunately, we can only provide a free return shipping label to those within the contiguous United States. If you’re located in Hawaii, Alaska, Puerto Rico or outside the U.S., you must return items at your own cost.

      • Step 3

        Package the unworn item(s), including the return form, and bring the package to any authorized UPS location. Once received, please allow us 5-7 working days to process your refund, minus any original shipping charges. The time it will take for the refund to post to your bank account, PayPal account or credit card varies.

    5. Do you offer exchanges?

      Due to our constantly changing inventory and high demand we do not currently offer direct exchanges. If you would like an exchange, we recommend returning an item for TOMS.com store credit as this will allow you to repurchase from our live inventory. Our store credit does not expire. Please see our Terms of Sale for more information on TOMS.com store credit, including details and restrictions.

    6. Do you refund original shipping charges?

      Refunds are processed based on applicable item and tax charges. We do not refund any original shipping charges.

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

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

    8. Does TOMS.com offer free shipping on returns?

      We provide a free return shipping label if you are within the contiguous United States. Need to return something? Start Your Return

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

    9. 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.

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

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

    11. Can I return products purchased on TOMS.com to an regular TOMS® store or TOMS® outlet store?

      Products purchased on TOMS.com must be returned via TOMS.com and not to a TOMS® regular store or TOMS® outlet store. If you want to return a product you purchased from a TOMS® regular store or TOMS® outlet store, please contact that store directly for information on their return policy. Locate a TOMS® store or TOMS® outlet store.

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

      We accept returns within the timeframe noted in our Return Policy. This timeline allows us to evaluate how many pairs of shoes are final sales and can therefore be counted toward our Giving program. Once shoes are given to a child, they are his or her shoes. We would never take back a pair of shoes we give.

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

      Please treat your TOMS.com Gift Card like cash. Unfortunately, we are not responsible if your Gift Card is lost, stolen or if anything else happens to it. Also, TOMS.com Gift Cards do not expire. Please see our Terms of Sale for more information on TOMS.com Gift Cards, including details and restrictions.

    14. Do TOMS.com Gift Cards have any restrictions?

      Yes, our Gift Cards have some restrictions, including:

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

      Please see our Terms of Sale for more information on TOMS.com Gift Cards, including details and restrictions.

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

      TOMS.com store credit is stored in your account, so you won't lose it! If you have TOMS.com store credit, it will automatically apply towards your next purchase as long as you use the same email address under your account to checkout. Store Credit does not expire and we do not charge any additional fees in connection with your use of your store credit. Please see our Terms of Sale for more information on TOMS.com store credit, including details and restrictions.

    16. Can I transfer my TOMS.com store credit to someone else?

      Sorry, store credit is non-transferable and is for your use only. Please see our Terms of Sale for more information on TOMS.com store credit, including details and restrictions.

    17. My TOMS® product is defective. What should I do?

      If the TOMS® product(s) you purchased from TOMS.com are damaged or otherwise show material or manufacturing defects, please contact us. If you purchased a TOMS® product from a TOMS® retail store or TOMS® authorized retailer, please contact that store or retail partner directly.

  • SHIPPING METHODS AND TIMES

    1. Where's my stuff?

      Enter your tracking number below to track your package.

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

      Unfortunately, we can only ship to P.O. Boxes with UPS Economy via SurePost. Please note: All orders containing 4 or more items will automatically be upgraded to UPS Standard shipping which does not allow for shipping to P.O. Boxes. However, we do ship to Military APO/FPO addresses.

    3. How much does shipping and handling cost?

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

      The shipping methods offered during checkout will differ based on your shipping address and number of items being ordered.

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

      All delivery dates and times are not guaranteed and are estimates provided by the carrier. Please contact the carrier directly (UPS or United States Postal Service) if you have any delivery questions. If an order is required by a certain date, please consider expedited shipping.

    4. When will my order be processed?

      Orders are processed and shipped Monday through Friday within 1 to 3 business days of the order date. Orders placed on a weekend or holiday will be processed within the next 1 to 2 business days. Please note that all processing times are estimates and may be subject to change.

    5. Does TOMS® ship internationally?

      TOMS.com does not ship orders to international addresses.

      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.

      We also work with True Fit™ to help you find your perfect size. It takes less than a minute, and after answering a few simple questions–no measuring required!– True Fit™ will tell you what size is right for you. Learn More

    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. What type of material does TOMS® use for its insoles?

      All styles, with the exception of our core alpargatas, utilize insoles made of microfiber, textile, faux shearling or other materials. Our core alpargatas include leather insoles made of pig suede. When TOMS® sell shoes within the Middle East market, TOMS® ensures that insoles are utilizing non-pig suede material.

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

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

      SHOELACES SIZE CHART
      Pair of Holes Length (in) Length (cm)
      4 27" 69cm
      5 36" 91cm
      6-7 45" 114cm
      8 54" 137cm
      9-10 60" 152cm
      10+ 72" 183cm

    5. How do sizes compare between US, UK and EU?

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

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

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

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

      Tiny TOMS® Sizing Chart
      in US/CA cm UK EU
      3.1180.516
      3.5291.517.5
      3.9310218.5
      4.3411319.5
      4.7512421
      5.1613522
      5.5714623.5
      5.9815724.5
      6.3916826
      6.71017927
      6.91117.51028.5

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

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

      Youth Sizing Chart
      in US/CA cm UK EU
      7.112181130
      7.312.518.511.530.5
      7.513191231
      7.713.519.512.531.5
      7.91201332.5
      8.11.520.513.533
      8.3221134
      8.52.521.51.534.5
      8.7322235
      8.93.522.52.535.5
      9.1423336
      9.34.523.53.536.5
      9.4524437
      9.65.524.54.537.5
      9.8625538

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

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

    6. What is the sizing for apparel?

      TOMS® X &OTHER STORIES SIZE CHART

      SIZE CHART
        XS S M L
      EUR 34 36-38 40-42 44-46
      FR 36 38-40 42-44 46
      UK 8 10-12 14-16 18-20
      US 2-4 6-8 10-12 14
      BODY MEASUREMENTS IN CM
        XS S M L
      Bust 80 84-88 92-96 100-104
      Waist 64 68-72 76-80 84-88
      Hip 88 92-96 100-104 108-112
      Inside leg length 77 78-79 80-81 82
      BODY MEASUREMENTS IN INCHES
        XS S M L
      Bust 31½ 33-34¾ 36¼-37¾ 39¼-41
      Waist 25¼ 26¾-28¼ 29-31½ 33-34¾
      Hip 34¾ 36¼-37¾ 39½-41 42½-44
      Inside leg length 30¼ 30¾ 31½-32 32¼

      TOMS® APPAREL SIZE CHART

      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 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.

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

      When converting from women's shoe sizes to youth, we suggest you go down two sizes. For example, 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.

    9. 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.

    10. 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.

    11. 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.

    12. My TOMS® shoes/eyewear/bags are defective. What should I do?

      If the TOMS® shoes, eyewear or bags you purchased from a TOMS® website or TOMS® retail store are damaged or otherwise show material or manufacturing defects, please contact Customer Service via telephone or email.

    13. Where are TOMS® Shoes manufactured?

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

    14. Where is TOMS® eyewear manufactured?

      TOMS® eyewear is manufactured in China and Italy.

    15. 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 built on the belief in a better tomorrow. In 2006, our founder Blake Mycoskie pioneered the One for One® model after an inspiring trip to Argentina, where he met children who did not have shoes. Since then, our community has provided shoes, sight, and safe water to more than 94 million people around the world.

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

      Learn more about our evolved giving model.

    2. What is “Stand for Tomorrow”?

      Stand For Tomorrow is more than a tagline. It’s our MO.

      From day one, TOMS® has been committed to using business to improve lives. In fact, that is our mission statement. Thanks to our customers, we have impacted more than 94 million lives through our shoe, sight and water giving.

      TOMS® recognizes the world around us is changing. The issues facing our communities are more complex than ever. These changes have prompted TOMS® to think about our opportunity and obligation to evolve our impact strategy and overall giving model to address some of the most pressing issues of today. We are taking a stand together with you, our customer, for a better tomorrow.

      What isn’t changing is our commitment to deliver impact with each purchase. What we are expanding is where and how that impact is delivered. TOMS® is driving an evolution in our giving so that our customer and employee efforts are more connected to positive change on issues that matter in their communities and beyond. Together we stand for a better tomorrow.

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

      All TOMS® purchases give back, but not every purchase is One for One®. Our model is expanding.

      In addition to helping give shoes, sight, and safe water to people in need, your purchases are helping give impact grants to organizations addressing today’s most pressing issues like gun violence, homelessness, and mental health. Future issues will be driven by research and community feedback. Read more about TOMS®’ evolved giving model.

    4. Is TOMS® a non-profit organization?

      TOMS® is a for-profit company with giving at its core. In fact, our mission is to use business to improve lives. We work with non-profit organizations and social enterprises to create impact, which you help generate through your purchase. TOMS® transforms our customers into benefactors, allowing us to grow sustainable giving efforts rather than depending on fundraising for support.

    5. Can you tell me more about the Social Entrepreneurship Fund?

      The TOMS® Social Entrepreneurship Fund is focused on investing in the next generation of entrepreneurs using business to improve lives. We're passionate about companies that are purposeful, committed, and mission-driven. We are not currently making new investments and are focused on managing our existing portfolio of innovative companies.

    6. 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.

      If you’re interested in an internship, please visit our internships page for details.

    7. 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.

  • Contact Us

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

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

    If you happen to reach us when we are offline, simply submit your inquiry and we'll get back to you as soon as possible.

  • TOMS® GIVING

    1. Why is TOMS® expanding their giving model?

      TOMS® was founded with the basic principle that every purchase of our products should help us give back. We are incredibly proud of the impact that, together with our customers, we have been able to achieve through the One for One® model. As we have grown and matured as a business, and as the world around us has changed, we want to affect change on issue areas that fall outside of our One for One® model. To that end, we have evolved our giving model to take a more innovative approach to the issues we invest in. What has not changed is our commitment to giving with every purchase.

    2. How much of my purchase goes toward giving?

      Each time you purchase you are helping to positively impact someone’s life. The sale of every TOMS® product contributes to a fund that’s run by our Giving Team. Historically, we have given between 40-50% of our total annual profits. Each year, the Giving Team decides what investments will be made based on regional and global business needs, giving partner needs and capacities, issue areas that matter to our consumers, and where we can have meaningful impact.

    3. What type of shoes do you give?

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

    4. What kind of sight services do you provide?

      TOMS® helps our Giving Partners establish vision centers in rural and periurban locations around the world. TOMS® has already helped build 43 of these centers, which restore sight to those in need by providing prescription glasses, medical treatment, and sight-saving surgery. A vision center is a permanent eye care facility which acts as the first point of interface in the community by offering eye care services provided by a skilled eye care worker employed exclusively for the vision center. Vision centers also refer patients to eye hospitals when more complex care is required.

    5. What kind of safe water giving do you do?

      TOMS® helps our giving partners establish and maintain safe water systems. This work improves health, increases economic opportunity, and creates greater access to education in the areas where we source our coffee. The organizations we continue to support will supply safe water to entire communities for generations to come.

    6. How many partners does TOMS® work with?

      Since 2006, we have worked with over 90 non-governmental organizations, international humanitarian organizations, and social enterprises. The partners and countries where TOMS® works is assessed annually based on partners’ needs, so it does change from time to time. In 2019, TOMS® expects to work with at least 40 partners.

    7. How many countries does TOMS® give in?

      Since 2006, we have worked in over 90 countries. The countries and communities where TOMS® works is assessed annually based on partners’ needs, so it does change from time to time. In 2019, TOMS®’ impact is reaching 28 countries.

    8. Does TOMS® give in the United States? Where?

      As a company founded in the US, we are committed to giving in our own backyard. TOMS® currently works with Giving Partners in at least 20 states annually. Our US Giving Partners provide shoes, sight, and gun violence prevention support. In 2019, TOMS® plans to support our Giving Partners in Alabama, Arizona, Arkansas, California, Georgia, Illinois, Kentucky, Louisiana, Massachusetts, Michigan, Mississippi, Missouri, New Mexico, New York, North Carolina, Oklahoma, Pennsylvania, South Carolina, South Dakota, Tennessee, Texas, Virginia, and Washington.

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

      Please visit stories.toms.com for regular updates, partner profiles, and stories connected to our impact efforts. If you have additional questions you can send them to giving@toms.com. We’d love to hear from you!

  • PICK YOUR STYLE. PICK YOUR STAND.

    1. What is “Pick your style. Pick your stand.”? How does my purchase create impact?

      We want our customers to have a say in how your purchase creates change. “Pick your style. Pick your stand.” is another way for you to be involved with giving at TOMS®. When you purchase a TOMS® product, you can also pick an issue area that you stand for, and your purchase helps direct our giving to the issue area you choose.

      TOMS® proudly supports our giving partners across a variety of impact initiatives, including: shoe giving, safe water, ending gun violence, homelessness, mental health, and equality.

    2. How does TOMS® pick what issues to focus on?

      The TOMS® giving team is always doing research, meeting with potential partners, learning about the most pressing issues facing our world today, and most importantly, understanding what our consumer care about most. Through this analysis we select issues to focus on and invest in. We also listen to the advice and counsel of our giving partners and ensure we are working with best-in-class experts and advisors in those impact areas to make the best possible investments.

    3. Where will TOMS® give if I don’t choose an issue area?

      If you don’t make a choice, TOMS® will give to the issue area that has the greatest need.

    4. If I purchase multiple products, can I choose different issue areas?

      If you are shopping online, you will only be able to select one issue area per checkout transaction. However, you can choose to purchase each product through separate transactions, and select a different issue area each time you check out.

      If you are shopping in one of our retail stores, then yes! You can choose a different issue area for each product purchased, even if they’re all included in one transaction. A sales associate will help you through the process at checkout.

    5. Can I “Choose my stand” wherever TOMS® products are sold?

      “Pick your style. Pick your stand.” is available at TOMS® retail locations, and on TOMS.com. If you purchase a TOMS® product somewhere other than our retail stores or website, we still give with every purchase no matter where it is made.

    6. Why can’t I pick sight giving?

      TOMS® continues to be committed to sight giving through our Giving Partners. Sight Giving will be supported through other purchases not connected to the “Pick your style. Pick your stand.” campaign.

    7. Can I submit an issue area for TOMS® to give to?

      Currently we are not adding issue areas to our giving portfolio, but we are always happy to hear from you and learn more about what issues matter most to you. Please feel free to submit ideas or suggestions to giving@toms.com. Your suggestions will be reviewed and considered as we continue to evolve our giving.

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

    ALL ABOUT TOMS® ROASTING CO. COFFEE

    1. Where are your beans sourced?

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

    2. Where are your beans roasted?

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

    3. Is your coffee certified?

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

    4. Is your coffee Fair Trade?

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

    5. Are your beans organic?

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

    6. How long does each bag of coffee last?

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

    7. Does the water I use to brew matter?

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

    8. Are the beans aged? Why?

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

    9. Do we offer "peaberry" selections?

      No, not at this time.

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

      No and no.

    11. How are your beans processed?

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

    12. Do you offer de-caffeinated coffees?

      No, not at this time.

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

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

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

    15. How do you recommend brewing?

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

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

      • Pour-over brewers:

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

      • Immersion brewers:

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

      • Siphon brewers:

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

      • Plunge press:

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

      • Moka pot:

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

    17. Does your coffee contain gluten/sugar?

      No.

    18. How do your packing methods ensure freshness?

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

    19. Can I return/exchange my coffee?

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

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

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

  • TOMS® Passport Rewards FAQS

    1. What is the TOMS® Passport Rewards Program?

      The TOMS® Passport Rewards Program (Passport Program) is a free loyalty program that rewards you for shopping at TOMS.com or TOMS®SurpriseSale.com. Once you sign up, you get points for certain activities, such as shopping, clicking on emails, and following TOMS® on social media. You get great benefits immediately after joining, including early access to TOMS.com sales, exclusive TOMS® Passport Rewards sales, sweepstakes and more. Earn 200 points and get even more exciting benefits, including free shipping for a year.

      You can redeem points for exclusive rewards like TOMS® Canvas Classic shoes and coupon codes.

      Unfortunately at this time, the TOMS® Passport Rewards Program is available only in the U.S.

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

      Yes, all members of TOMS® Passport Rewards Program must also have a valid TOMS.com account. If you do not have an account, sign up now.

    3. Are there different Member levels?

      Yes, there are two (2) levels within the Passport Program: Explorer and Trailblazer.

    4. What are the benefits of each Member level?

      Both Explorers and Trailblazers enjoy benefits like coupons, anniversary gifts, early access to TOMS.com sales and two Member Appreciation Sales. Trailblazers also get free shipping and access to two additional Member Appreciation Sales.

      The Passport Program sends emails about up-coming sales and promotions. If you do not opt in to TOMS® emails, you will not receive these notifications. There is an email sign-up at the bottom of every page on TOMS.com.

      Visual person? We understand. Check out the chart below for a breakdown of membership benefits.

      In the TOMS® Passport Rewards program,
      there are two levels of membership.

      EXPLORER
      TRAILBLAZER
      Annual required points 0-199 200+
      Free shipping for a year*  
      Discount rewards    
      Exclusive sweepstakes    
      Early/exclusive access to sales    
      Membership anniversary gift    

      Every year on your anniversary of becoming a Passport member, you’ll receive a special one-time discount. We will give you 10% off on your first anniversary, 15% on your second, increasing by 5% up to 30% after 5 years.

      *FREE SHIPPING DISCLAIMER: Free shipping valid only for Trailblazers in the TOMS® Passport Rewards program for one year. Offer does not apply to gift cards. This offer is only valid on orders shipped to the continental United States with UPS Economy via SurePost only to one shipping address. Choosing any shipping method other than UPS Economy via SurePost may result in normal shipping and handling charges. Offers not valid on shipments to Alaska, Hawaii, international shipments or other shipments outside the continental United States. No promotional code is necessary. You must be logged in to your TOMS® Passport Rewards account; offer will automatically be reflected in your shopping bag. Offer not valid on previously purchased merchandise. TOMS® Shoes, LLC reserves the right to extend, modify, or discontinue this offer at any time.

    5. How do I move from one level to the next?

      When you sign up for the Passport Program, you’re automatically an Explorer. If you earn 200 points during the 12-month period after you enroll, you will move up to Trailblazer. However, if you have not earned 200 points within that period, in order to move to Trailblazer, you will need to earn 200 points over the next 12-month period (i.e., points needed to move from Explorer to Trailblazer do not carry forward from one 12-month period to the next and, if Trailblazer status is not achieved, “qualifying” points are reset to zero on each anniversary date of when you signed up for the Passport Program or when your membership level is re-set to Explorer as described below).

      Once you become a Trailblazer, you have 12 months from the date you became a Trailblazer to earn 200 additional points in order to maintain that Member Level. If you do not earn 200 points during that 12-month period, your Member Level will be re-set to Explorer and you will no longer have access to exclusive benefits available to Trailblazers, including free shipping. But, don’t worry, you will be able to move back to Trailblazer if you earn 200 points within the following 12-month period or any subsequent 12-month period after that, as described above. Explorers can never lose their Member Level.

    6. How do I earn points?

      In the Passport Program, you are rewarded for shopping–-spend a dollar on TOMS.com or TOMSSurpriseSale.com, get a point. While this applies to almost all purchases on TOMS.com and TOMSSurpriseSale.com, please note that shipping, taxes and some sale merchandise are excluded from this promotion. Also, gift cards are also a special situation; buying the gift card doesn’t earn you points, but you will earn points if you use a gift card as your payment method.

      There are other ways to earn points, including through social media activities and promotions (Social Media Qualified Activities). Just make sure you are logged in and your TOMS® Passport Rewards account is connected to your social accounts so you can get credit. Point-earning activities may include:

      • Retweeting or sharing our posts
      • Following us on Twitter or Snapchat
      • Clicking on emails

      A full list of non-purchase Social Media Qualified Activity – and the number of points you will earn for each – will be featured on the TOMS® Passport Dashboard. There may be limitations placed on how often and/or how many total points you can earn by completing any Qualified Activity, and any such limitations will be stated on the TOMS® Passport Dashboard.

      While we’re happy to have you share our content, we also know no one enjoys spam. Make sure you’re not violating any of the terms and conditions of any social media platform. In the event TOMS® determines, in its sole discretion, that you are abusing these Social Media Qualified Activities, your account may be terminated and any points earned will be forfeited.

    7. How can I connect or (disconnect) my TOMS® Passport Rewards account to my social media accounts?

      Head over to your TOMS® Passport Dashboard and connect to all available social media accounts for points!

      If for some reason you want to disconnect your social media accounts, simply click the "Disconnect" link within your TOMS® Passport Dashboard.

      Please note that if you disconnect your social media account(s) from the Passport Program in the same month you connected them, the points you received for connecting your social media accounts will be deducted from your TOMS® Passport Rewards account. You can only connect and disconnect your social media account(s) from the Passport Program one (1) time per calendar month.

    8. I've already connected my social media accounts. How do I start earning points?

      Now that you've successfully synced your social media accounts and your TOMS® Passport Rewards account, you can start earning points for following us, sharing our posts and more. A full list of Social Media Qualified Activities is available on your TOMS® Passport Dashboard.

    9. Twitter: How do I get points for Twitter activities?

      Connect your Twitter account in the Social Media Qualified Activities. You will get points for following us and retweeting us in the future. You will NOT earn points for retweeting a status that was published prior to the date you signed up for the Passport Program. We do not award points for @mentions, but feel free to say hi anyway!

      There are limits to how often and/or how many total points you can earn by tweeting/retweeting, so please check your TOMS® Passport Dashboard for all the details.

    10. Facebook: How come I can't get points for Liking TOMS®?

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

    11. Can I earn points for all TOMS® Passport Rewards activities on my mobile or tablet browser?

      Yes, you can earn points on a mobile device but you will need to disable private browsing. Check your browser settings on your mobile device to ensure it will accept cookies.

    12. Do I have to be logged in to TOMS® Passport Rewards to receive points for my online purchases?

      Yes.

    13. I bought a bunch of cool items on TOMS.com before signing up for the Passport Program! Can I get points for past purchases?

      No, points are only issued for purchases once a member is enrolled in the Passport Program.

    14. Are points awarded based on the original price or discounted price?

      Points awarded are based on the price you paid for a product, but less taxes, shipping and handling charges and any other fees.

      Gift cards also have their own set of rules. Buying the gift card doesn’t earn you points, but you will earn points if you use a gift card as your payment method.

    15. Do I get points for TOMS® in-store purchases or purchases at TOMS® retail partners?

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

    16. How come my number of points and TOMS® Passport Rewards member level haven't updated on the account drop down?

      Please allow up to 24 hours for the account drop down to update.

    17. When I make a purchase, why do I see “Pending Points” on my dashboard?

      When you make a purchase, your order will appear on your dashboard showing “Pending Points.” This means you have not been awarded your points yet. You will be awarded your points when your order has shipped. If you return your purchase, your points will be deducted.

    18. What are my redeemable points?

      Your redeemable points are the number of points you have available to redeem for rewards. This number increases as you earn points and decreases with each reward you redeem.

      To review your available redeemable points, check out your TOMS® Passport Dashboard.

    19. Can I lose my points?

      Your redeemable points can expire.

      You may also lose redeemable points for returning item(s) that you received points for. If you choose to refund the original payment method, the points will be lost.

      To keep your redeemable points from expiring, you must make another purchase on TOMS.com or TOMS®SurpriseSale.com within (12) months of your last purchase.

      TOMS® will send you notifications to remind you when your points are set to expire, but it is your responsibility to monitor your TOMS® Passport Rewards account and points status.

      We love free stuff too, but redeeming a reward coupon code for free product does not count as a purchase.

    20. What rewards can I get from the Passport Program?

      Rewards are constantly changing, so please check your TOMS® Passport Dashboard for the latest! Examples include TOMS® shoes, sunglasses and bags, Giving rewards, discount codes for TOMS.com and exciting TOMS® Sweepstakes.

      Note that some of the rewards, prizes and sweepstakes will be subject to restrictions, so make sure to read the fine print.

    21. How do I redeem my points for a reward?

      Once you have enough points to redeem for a reward, visit your TOMS® Passport Dashboard, click the reward you would like to redeem, then follow the checkout instructions. You will receive a confirmation email when the transaction is complete.

      Choose wisely! If you redeem your points for a reward, your transaction cannot be reversed or refunded. Reward redemptions are final.

      Reward items will be provided on a first-come, first-serve basis and may be subject to availability, so once a reward item has sold out, it may no longer be available. Additional terms and conditions may apply to rewards. We will make sure to list them out on the TOMS® Passport Dashboard. Reward items will be provided "as is" with no warranty or guarantee, either express or implied, by TOMS®. All reward item details are at the sole discretion of TOMS®.

      You cannot transfer, substitute or redeem rewards for cash. TOMS® reserves the right to substitute a reward item of comparable or greater value, at its sole discretion. You are responsible for all federal, state and local taxes as well as any other costs or expenses associated with a reward item not specified herein or on Passport Program website as being provided. Rewards are considered taxable income and are subject to local, state and federal taxes. When the value of the reward items for which you have redeemed points reaches USD $600 or more in a calendar year, a 1099 tax form will be generated and mailed to you for tax reporting purposes. TOMS® recommends that you keep all account statements sent to you when you redeem points for reward items for your record keeping purposes.

      Reward items will be sent to the mailing address provided at checkout or the email address provided in your TOMS® Passport Rewards account, as applicable. Please note that you may be charged shipping and handling fees as noted on TOMS.com or the Passport Program website (during checkout) for any reward items mailed to you, unless a shipping promotion applies (if any). You are responsible for updating your registration information. No reward items will be shipped to destinations outside the United States. Rewards that can be delivered electronically will be delivered in approximately 48 hours from the date the redemption is fully processed. The Rewards Released Parties (as defined below) shall not be liable for any damages, losses or delays in connection with any shipments.

      Reward coupon codes will be reflected in your TOMS® Passport Rewards account on the Passport Program website and also issued via email to the email address in your TOMS® Passport Rewards account. If a reward coupon code expires, the expiration date will be clearly disclosed and reward coupon code must be used by such expiration date or it will be void. Please follow the instructions provided along with the reward coupon code for your specific redemption instructions. Reward coupon codes will generally automatically be issued within 24 hours after your rewards redemption. Multiple reward coupon codes cannot be combined in a single order. Reward coupon codes are not redeemable towards purchases of gift cards (electronic or physical). The reward coupon code will be applied to the qualifying purchase subtotal, after all discounts have been applied but before applicable taxes, shipping and handling charges.

      Reward coupon codes may only be redeemed by the Passport Program member to whom the reward coupon code was issued. Reward coupon codes are not redeemable for cash. Reward coupon codes cannot be applied to previous purchases. Reward coupon codes may not be combined with any other discounts, promotions or offers, except for any shipping promotions available on TOMS.com (if any).

      If you choose to redeem your points to help TOMS® support one of its various charitable partners or causes being supported, your redemption will not be tax deductible to you. Decisions with respect to how points will be used to support such partners or causes will be determined by TOMS® in its sole and absolute discretion.

      Gift Cards and discounts given as rewards are subject to terms and conditions specified thereon and in our Terms of Sale, including, but not limited to, any expiration dates. Experiential rewards are subject to additional terms to be provided by TOMS®.

      Rewards such as coupon codes for products or discounts 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®.

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

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

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

      No, the value is not tax deductible to you.

    24. 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).

    25. 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 all additional info.

    26. 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, offer or discount, 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.

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

      Your coupon code doesn’t affect whether or not you pay for shipping. If you’re a Trailblazer, or if there’s a site-wide promotion on shipping, you will still get free shipping regardless of coupon code. Otherwise, yes, you are responsible for paying for shipping.

    28. Can I transfer my points or rewards to another member?

      No, you cannot transfer or sell points or redeemed rewards to anyone else. Anyone suspected of this will forfeit acquired points and risk possible suspension or termination of your rewards and/or TOMS® Passport Rewards account.

    29. Why should I join the TOMS® marketing email list?

      Program participants will be sent emails about up-coming sales, promotions and the exclusive Member Appreciation Sales but only if you’re opted in for TOMS® Marketing emails. Otherwise, you probably won’t hear about these sales, and you’re not going to want to miss out on these.

      There is an email sign-up at the bottom of every page on TOMS.com.

    30. How do I unsubscribe from TOMS® emails?

      To unsubscribe from TOMS® emails, click the "unsubscribe" link at the bottom of any TOMS.com email or reply to the email with "UNSUBSCRIBE" in the subject line.

    31. Why didn’t I get points for subscribing to TOMS® marketing emails?

      We don’t award points anymore for opting in for emails, only for clicking.

    32. 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.

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