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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?

      Tracking information can be found on your shipping confirmation email.

    2. Can I return or exchange an item purchased from TOMSSurpriseSale.ca?

      We do not accept returns or exchanges of products purchased from TOMSSurpriseSale.ca. 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. 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.CA

    1. What Forms of Payment does the website accept?

      We accept Visa, MasterCard, TOMS® Gift Cards and TOMS® store credit. We do not accept American Express, Discover, Paypal, checks or cash at this time. Please note that if you pay with a TOMS® Gift Card or store credit, you can pay for the balance of your purchase with a credit card. Please see our Terms of Use for further details and restrictions on the use of TOMS® Gift Cards and store credit.

      • Visa
      • MasterCard
    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 credit card issuing 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 provide my email address to get to this website?

      TOMSsurprisesale.ca is an exclusive website run by TOMS® and offers limited-time pricing, and so we ask that you provide your email address to us in order to allow us to send you marketing and promotional messages that we feel will be important to you.

    6. How do I redeem my TOMS® Gift Card?

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

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

    7. 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.

  • 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. What if I lose my TOMS® Gift Card?

      Please treat your TOMS® Gift Card like cash. Unfortunately, we are not responsible if your Gift Card is lost, stolen or if anything else happens to it. Also, TOMS® Gift Cards do not expire.

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

    4. Do TOMS® Gift Cards have any restrictions?

      Yes, our Gift Cards have some restrictions, including:

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

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

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

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

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

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

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

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

  • SHIPPING METHODS AND TIMES

    1. Where does this website ship to?

      All orders ship with Ground Shipping. Ground Shipping delivers to every residential and business mailing address in Canada as well as postal boxes.

    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 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.

    3. Does TOMS® ship internationally?

      This website only ships within Canada.

      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 SIZING AND QUESTIONS

    1. What size shoes 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.

    3. 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.

    4. 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.

    5. 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

    6. What is the sizing for apparel?

      CHEST AND LENGTH MEASUREMENTS

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

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

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

    10. Where is TOMS® eyewear manufactured?

      TOMS® eyewear is manufactured in China and Italy.

    11. 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.

  • 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 this website 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. Please note that our warranties are non-transferable.

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

      • Order number (in subject line)
      • A short description of issue
      • Pictures clearly displaying the issue
      • Shipping address (if changed from original shipping address)

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

      • Order number (in subject line)
      • A short description of issue
      • Pictures clearly displaying the issue
      • Shipping address (if changed from original shipping address)

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

  • Get Involved

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

  • Contact Us

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

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

    • Message Us

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

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

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

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