Tim Hortons e-store Customer Return Policy

At the Tim Hortons e-store we are committed to “Always Fresh”. Always.

If you are not satisfied with the product or merchandise received from our e-store, you may return it for a refund of the purchase price, within 60 days of the original order date.

All returns must be handled through our e-store. Similarly, all exchanges of damaged or defective products must be done through our e-store. Unfortunately, you cannot return items purchased at our e-store to your local Tim Hortons store.

Shipping and handling fees are not refundable. We will gladly refund your original shipping cost if you are returning an item because of an error on our part, or we have determined that the product is defective or damaged.

The process for returns is described below. This includes products ordered from our e-store and delivered to another person as a gift. Please keep in mind that we are unable to process a return and issue a credit to anyone but the original purchaser.

The value on a Quickpay TimCard may not be redeemed for cash at a Tim Hortons store, except where required by law. However, a refund may be obtained by mailing a written request for a refund to our head office. For more information, please see below under Quickpay TimCard.

If you would like to return an item, please follow these steps:

1. Locate your Order Number from your Order Confirmation e-mail or your packing slip.

2. Please call our Customer Service Department to speak to a representative that will process your return at 1-888-601-1616. Customer Service hours are Monday – Friday from 6:30 A.M. - 6:30 P.M. EST. If you would like to contact us outside of our Customer Service hours you may e-mail us at timshop@timhortons.com.

3. Our Customer Service Department will provide you with a Return Order Confirmation number and instructions on how and where to return the item.

4. You will receive written confirmation in an e-mail of your Order Return Number and shipping instructions to return the item.

5. Once we receive the item you will be sent a Return Order Credit e-mail confirming that a credit has been applied to your credit card.

6. You will receive a credit on your credit card within 2 – 4 weeks after we receive the returned item. No credits will be issued as cheques or cash.

Our policy does not allow for refunds on products returned after 60 days of the original order date.

Quickpay TimCards

The value on a Quickpay TimCard may not be redeemed for cash at a Tim Hortons store unless required by law. However, a refund may be obtained by mailing a written request for a refund to our head office. This letter must include the following: name, mailing address, phone number, e-mail address, a statement that the TimCard was purchased through our e-store (shop.timhortons.com), the remaining balance on the card as well as the TimCard itself. Once your request is received, we will validate the card and card balance and contact you. The validated refund will be sent in the form of a cheque by mail, within 4-6 weeks of receipt of your request. Such requests are to be sent to: Tim Hortons Customer Service, 228 Wyecroft Road, Oakville, Ontario, L6K 3X7.