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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. Can I return an item purchased from TOMSsurprisesale.com?

      We do not accept returns or exchanges of products purchased from TOMSsurprisesale.com. All products on this website are final sale and nonrefundable.

      For defective products, please see "My shoes/eyewear are defective. What should I do?"

    3. Does TOMS still give if I purchase a product from this website?

      Yes! Please see our "Giving In the U.S." for more information on our giving.

    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 the website for current shipping rates and/or any promotions we may be offering.

      TOMS® reserves the right to change its shipping policies at any time.

  • Ordering on TOMSsurprisesale.com

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

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

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

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

    3. Why are these products priced so low?

      Don't worry - there is nothing wrong with the items on our surprise sale site! We're continuing to grow our Movement by selling some older seasonal styles through this official TOMS® sales site. One for One® on all our old favorites!

    4. Are these products authentic?

      Yes, these are authentic TOMS® products. We are offering special pricing on this website to our loyal customers.

    5. Why do I have to sign in to get to this website?

      TOMSsurprisesale.com is an exclusive website run by TOMS® and offers limited-time pricing. Because of this, it is only open to our loyal customers who choose to sign up with us.

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

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

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

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

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

  • Returns

    1. What is your return policy?

      We do not accept returns or exchanges of products purchased from this website. All products on this website are final sale and nonrefundable.

      For defective products, please see "My shoes/eyewear are defective. What should I do?"

    2. Do you offer exchanges?

      We do not offer returns or exchanges for products purchased on this website.

    3. 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.

    4. 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.

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

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

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

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

  • SHIPPING METHODS AND TIMES

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

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

    2. How much does shipping and handling cost?

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

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

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

       

    3. Where does this website ship?

      This website only ships within the United States. TOMSsurprisesale.com does not ship to international addresses.

  • Product and Sizing Questions

    1. What size should I order?

      TOMS® Shoes run true to size and are available in medium width only. We recommend ordering the size you normally wear in a casual or dress shoe. If you're typically in-between shoe sizes, we recommend going with the smaller one since TOMS® will stretch slightly as they're broken in.

    2. Will my TOMS® Shoes stretch?

      Your TOMS® Shoes will most likely stretch slightly with use. They should fit snugly out of the box with your toes touching the end. After a few hours of wearing, they will likely stretch slightly to conform to your feet. If you are unsure whether or not they will fit, please try your TOMS® on a carpeted surface to see how they stretch as we do not accept returns on shoes that show any wear or use.

    3. How do I wash my TOMS® Shoes?

      We highly recommend hand washing TOMS® Shoes in cold water with a gentle detergent and letting them air dry. We do not recommend putting TOMS® Shoes in the dryer under any circumstances. Please note that fading can be expected (especially from sun exposure) and does not compromise the durability of the shoe.

    4. How do I care for my TOMS® eyewear?

      Your eyewear comes with a TOMS® Flag lens cloth for cleaning; using it will preserve the quality of the lenses. Hand wash and air-dry the cloth regularly. To avoid damage, do not clean your glasses with paper towels or clothing, which can leave scratches. Avoid using household detergents or soaps.

      Please store your TOMS® eyewear in its protective case to help minimize accidental mishandling.

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

      Our leather insoles are made of pig suede. Please note that certain styles do not use leather insoles, but instead utilize insoles made of microfiber, hemp, canvas, faux shearling or other materials.

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

      Men's 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.

      Women's 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

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

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

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

      Youth Sizing Chart

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

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

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

    7. What is the sizing for apparel?

      CHEST AND LENGTH MEASUREMENTS

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

      Women's scoop neck
        XS S M
      Chest 15.25 16.25 17.25
      Length 24.5 25.5 26.5
      Women's basic fit
        XS S M
      Chest 16.25 17.25 18.25
      Length 24.6 25.6 26.6
      Women's v-neck
        XS S M
      Chest 14.25 15.25 16.25
      Length 24.25 25.5 26.5
      Women's crew neck sweatshirt
        XS S M
      Chest 17.5 18.5 19.5
      Length 26 26.5 27
      Women's hoodie zip up
        XS S M
      Chest 16 17 18
      Length 25.75 25.75 25.75
      Women's ballet pullover
        XS S M
      Chest 19 20.5 22
      Center Front 16 17 18
      Body Length      
      Sleeve Length 24.25 25.5 26.5
      Men's crew neck
        S M L
      Chest 19 20 21
      Length 26.5 27.5 28.5
      Men's crew neck sweatshirt
        XS S M
      Chest 18.5 19.5 20.5
      Length 28.5 29 29.5
      Men's hoodie zip up
        XS S M
      Chest 18.75 19.75 20.75
      Length 28.5 28.5 28.5
      Unisex tanktop
        XS S M
      Chest 15 16 17
      Length 27 28 29
    8. How do men's shoe sizes compare to women's?

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

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

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

    10. Where are TOMS® Shoes manufactured?

      TOMS® Shoes are manufactured in various countries, including Argentina, China, Ethiopia, India, Kenya and Haiti. TOMS is on track to meet our goal of 1/3 local production of our Giving Shoes in 2015. You can follow our progress on the TOMS® Blog.

    11. Where is TOMS® eyewear manufactured?

      TOMS® eyewear is manufactured in China and Italy.

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

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

  • TOMS.com & Official TOMS® Retailers

    1. Is this website part of TOMS®?

      Yes, this surprise sale site is an official website of TOMS®! Don't see anything you like? - Visit us at TOMS.com to see a broad array of products that we carry.

    2. Where can I find a retailer that carries TOMS®?

      Visit our Store Locator to find one of our amazing retailers.

  • General TOMS® Questions

    1. How was TOMS® started?

      TOMS® was founded in 2006 by Blake Mycoskie, who was inspired by a trip to Argentina where he saw extreme poverty and health conditions, as well as children walking without shoes. TOMS® was founded on a simple premise: With every pair purchased, TOMS® gives a pair of new shoes to a child in need. One for One®. To learn more, visit our Company Overview.

    2. Is TOMS® a non-profit organization?

      TOMS® is a for-profit company with giving at its core. With our One for One® mission, TOMS® transforms our customers into benefactors, which allows us to grow truly sustainable giving efforts rather than depending on fundraising for support. This model has enabled us to give more shoes at a rapid rate and created thousands of customer-philanthropists along the way.

    3. Who is TOM?

      There is no "Tom." Our name comes from the abbreviation of "Shoes for Tomorrow". The original idea was for every pair purchased today a new pair of shoes will be given tomorrow. This is how the One for One® Movement was born.

    4. How does TOMS® give the matched pairs?

      With every pair you purchase, TOMS® will give a pair of new shoes to a child in need. One for One®. Using the purchasing power of individuals to benefit the greater good is what we're all about.

      To learn more on how and where we give, visit our One for One® section.

    5. Is TOMS® partnering with Skechers to make BOBS?

      No, TOMS® is not partnering with Skechers on BOBS or any other product. TOMS® prides itself in responsibly fulfilling the promise of One for One® on the giving side, delivering quality product, and having a passionate and supportive community. We hope to inspire other companies and individuals to incorporate giving in to their businesses, although we encourage them to do so responsibly ... and creatively.

    6. I found TOMS® products for sale on an auction website. Are they authentic?

      TOMS® does not sell directly on any auction website. Any items purchased from an auction site are purchased at your own risk. Auction websites do not guarantee the authenticity of the products sold on their sites. For this reason, there may be counterfeit goods available through auction sites, despite language that the item is genuine or authentic.

    7. My shoes/eyewear are defective. What should I do?

      If shoes or eyewear you purchased from TOMSsurprisesale.com are damaged or otherwise show material or manufacturing defects, please contact Customer Service via telephone or e-mail at the e-mail address noted below. Please note that this warranty does not apply to fair wear and tear, wilful damage, abnormal storage, alterations, repairs, improper fit, scratched eyewear lenses, nor improper or unreasonable use.

      SHOES: If you believe that the TOMS® Shoes you purchased from this website are defective with regard to materials and workmanship within 12 months of the date of purchase, please e-mail the TOMS® warranty department at warranty@TOMS.com with the following information:

      • Order number (in subject line)
      • A short description of issue
      • Pictures clearly displaying the issue

      EYEWEAR: If you believe that the TOMS® eyewear products you purchased from this website are defective with regard to materials and workmanship within 24 months of the date of purchase, please e-mail the TOMS® warranty department at eyewearwarranty@TOMS.com with the following information:

      • Order number (in subject line)
      • A short description of issue
      • Pictures clearly displaying the issue

      If you purchased your product(s) from a retailer, please contact that retailer directly for information on their warranty policy.

  • Get Involved

    If you want to get involved with TOMS®, please see here!

  • Contact Us

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

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

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

  • GIVING IN THE U.S.

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

      TOMS® has been giving in the U.S. on a small scale since 2008. We've spent the last few years testing and adapting our U.S. giving so we could responsibly launch a sustainable, large-scale giving effort. With so much need in our own backyard, we knew we could to help in a big way. We've met our goal and are excited to announce that as of the end of 2014, TOMS has given 1 million pairs of shoes to children in need in the U.S.

    2. Do you really give?

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

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

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

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

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

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

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

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

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

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

      Click here to learn more about TOMS® Giving.

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

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

    7. Where are you giving in the United States?

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

    8. How many shoes are you giving in the United States?

      As of 2014, TOMS® has given over 1 million pairs of new shoes to children in the United States. TOMS® Shoes reach children in over 35 states through our Giving Partners.

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

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

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

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

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

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

    12. How can I get involved?

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

      • Start Something That Matters in your community. See the awesome projects some of the TOMS® community is working on. Click here.
      • Learn more about our Giving by clicking here.
      • Keep up with the TOMS® movement on our blog. Learn more about our partners, community and impact. Visit us here.
    13. Can I get TOMS® Shoes or sight services for the population I serve?

      We really appreciate your interest in giving to the community you are working with. All of TOMS® Giving is done through our Giving Partners. Before becoming a Giving Partner, each organization completes an extensive application process. We are not currently accepting or reviewing new applications. If you have any additional inquiries, please email us at Giving@TOMS.com.

I just helped a person in need by purchasing from TOMS. Join the movement.