Frequently Asked Questions
Account Information
Security
Products
Coffee Subscription Program
Payment
Shipping and Delivery
Purchases
Returns
Warranty
Account Information
Why do I need to open an online account?
Creating an account provides us with the information we need to process and ship your order. Once you’ve registered, your future orders may be made with this account.
What if I can't remember my password?
On our login page, we’ve included a “forgot your password?” link. Click it and enter the email address for your account. Your password will be sent to you by email.
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Security
Is my credit card transaction information secure?
Yes. Tim Hortons uses only highest standard in security technology to ensure that your transaction information is safe and secure.
What is the 'Verified by Visa®' program?
Using a Verified by Visa password, your Visa® Card Issuer is able to confirm your identity during checkout process at an online store. Verified by Visa ensures that you are the only one authorized to use your card number at participating online merchants. Merchants will never know your password and are not part of the authentication process.
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Products
How can I find out about the ingredients and nutritional information for your products?
For nutritional information about our products, please visit the Nutritional Information section of our website.
I have a food allergy. Are Tim Hortons products safe for me?
If you need information about ingredients or allergies, please call our customer service line at 1-888-601-1616 (Monday to Friday, 8:30 a.m. to 5:00 p.m. Eastern Standard Time).
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Coffee Subscription Program
What is a Coffee Subscription?
The Tim Hortons Coffee Subscription Program will automatically deliver coffee straight to your door as often as you decide.
How does it work?
When you register for the Tim Hortons Coffee Subscription Program you will receive regularly scheduled deliveries of our canned coffee and other hot beverages.
You select the products you like and set the delivery schedule to suit your needs. We will deliver your favourite Tim Hortons products straight to your door so that you’ll never run out.
You may also set up a Coffee Subscription as a gift for someone else!
How do I get started?
In 3 easy steps you will be set up to receive a Tim Hortons Coffee Subscription.
Step 1: Select Product
Choose from a selection of our Tim Hortons Canned Coffee, Hot Chocolate, Hot Cappuccinos and Teas.
Step 2: Select your shipments
Choose how often you would like to receive a delivery i.e. every week, every 4 weeks.
Step 3: Checkout and enjoy!
Complete the checkout process. Your first order will arrive a few days after you place your order. Subsequent orders will arrive automatically depending on the delivery schedule you have selected.
When do I get charged on my credit card for a Coffee Subscription order?
Your credit card will only be charged when an order is shipped to you. The amount will be charged to the credit card you use when you set up the Coffee Subscription. For more information on payment, please review our Terms of Use.
What if I want to suspend or cancel my Coffee Subscription Program?
You may suspend your order if you are going on vacation or if you will be away from home for an extended period of time. If you would like to cancel your Coffee Subscription, you may do so at anytime.
To suspend or cancel your Coffee Subscription Program, please click here.
What if I want to return an order I received through the Coffee Subscription Program?
Please review our Return Policy.
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Payment
What methods of payment can I use to make a purchase?
Tim Hortons e-store accepts both Visa and MasterCard.
When do I get charged on my credit card?
Your card will be charged once your order has been accepted as valid by our system, then your order will be authorized for shipping.
Do I receive a receipt for my order?
Yes. We will send you a confirmation e-mail via the email address listed for your account. Also, a printed receipt will be included in your shipment.
Can I pay the delivery driver for my order?
Sorry, we don’t accept COD (Cash on Delivery) for online purchases. We currently accept VISA or MasterCard for all purchases.
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Shipping and Delivery
What are the different shipping methods available for my order?
You have a choice of two shipping options:
1. Canada Post Expedited Parcel (3 – 7 days delivery)
2. Canada Post XpressPost (1 – 3 days delivery)
How much will shipping and handling cost?
We charge a $3.00 Handling Fee for each order, plus shipping and applicable taxes. Shipping rates will vary. Please see our Terms of Use for more info.
How long will it take to get my order?
Orders shipped via Canada Post Expedited Parcel take 3 – 7 days, while orders shipped via Canada Post XpressPost will arrive within 1 – 3 days. Please see our Terms of Use for more info.
Will you notify me when my order is shipped so I can track it?
Yes. We will send you a notification by email when we ship your order. This will include a tracking number so you can check on your order later.
How do I check the delivery status for my order?
As soon as your order is shipped, you’ll receive an e-mail confirmation that includes a tracking number. You can track your order by visiting the Canada Post website at www.canadapost.ca and typing in your tracking number.
May I order an item and have it sent to someone else?
Yes. You just need to specify the recipient's mailing address on the order form.
Does Tim Hortons offer worldwide shipping?
Currently, we are only able to ship within Canada.
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Purchases
What taxes am I paying?
Items purchased on-line, as well as shipping costs, are subject to sales taxes as applicable.
How will I know for sure that you have received my order?
Tim Hortons will send you an email confirmation with an order confirmation number for future tracking.
How can I cancel my order and what if I’m having problems with ordering?
Please contact our Customer Service department at 1-888-601-1616, Monday – Friday 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.
Returns
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 at 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 in our Return Policy. 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 Tim Card 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 refer to our Return Policy.
If you would like to return an item please review the Tim Hortons E-store Customer Return Policy.
How do I return a Quickpay Tim Card?
The value on a Quickpay Tim Card 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, the Tim Hortons location where the card was purchased (shoptimhortons.com), the remaining balance on the card as well as the Tim Card 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.
If I return my order, how long does it take until I get my refund?
Your refund will most likely be processed within 2 to 4 weeks of your returning the product.
How do I find my Order number?
Your order number was sent to you in your Order Confirmation e-mail and it also appears on your packing slip. Your Order number was also referenced in an Order Shipped e-mail that you received from us.
How do I return a package?
Pack the item securely in the original package, if possible. The Customer Service Department will provide you with a Return Order Number and directions for shipping. You will also receive written confirmation of this information through an e-mail. Please refer to our Return Policy.
Can I return items purchased online at my local Tim Hortons store?
Unfortunately, this is not possible. The items you purchase on our website do not come directly from the Tim Hortons stores. The Tim Hortons stores are not able to process a return, exchange or credit on any products or items purchased on line. The only way to return items purchased online is through our Customer Service department.
What do I do if my order is incomplete, incorrect or damaged?
If your order is incomplete, incorrect or damaged, please contact our Customer Service department. Please refer to our Return Policy.
How do I exchange an item?
Please call our Customer Service department to speak to a representative. For your convenience you may call us toll free at 1-888-601-1616. Our Customer Service hours are Monday – Friday 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.
I received this item as a gift. How do I return it or exchange it?
Unfortunately we are not able to process a return, exchange or credit with the recipient of a gift. Returns, exchanges or credits on an item or product must be processed through the purchaser.
If you have any questions please call our Customer Service department to speak to a representative at 1-888-601-1616 Monday – Friday 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.
I received this item as a gift and it appears to be incomplete, incorrect or damaged?
Please call our Customer Service department to speak to a representative. For your convenience you may call us toll free at 1-888-601-1616 Monday – Friday 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.
I did not receive my order?
Please contact our Customer Service Department.
I did not receive my credit on my returned item?
Please contact our Customer Service Department.
How will my credit be processed?
Credits will be applied to your credit card account within 2-4 weeks following product return.
How do I return equipment?
If you are returning equipment ordered from our website, please use the original packaging it was received in to decrease the risk of damage in-transit. Please refer to our Return Policy.
Are the products on-line covered by the same guarantees as in your stores?
Yes. We stand behind the products we sell. Please refer to the Manufacturer’s Warranty for information on parts and service. If you have any questions, please contact our Customer Service Department.
I have a question about the Gift Card I received
Please visit our main website at www.timhortons.com.
Are Gift Cards returnable or refundable?
The value on a Quickpay Tim Card 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, the Tim Hortons location where the card was purchased (shoptimhortons.com), the remaining balance on the card as well as the Tim Card 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.
How can I contact your Customer Service Department?
You may contact our Customer Service department at 1-888-601-1616, Monday – Friday 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.
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Warranty
Do your products come with a warranty?
Yes. We stand behind the products we sell. Please refer to the Manufacturer’s Warranty for information on parts and service. If you have any questions, please contact our Customer Service Department at 1-888-601-1616.
How do I get help with a warranty rebate?
Please refer to the details in the Manufacturer’s Warranty for information on parts and service. If you have any further questions, please contact our Customer Service Department at 1-888-601-1616.
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Support
Who do I contact for issues with your online store?
Please contact our Customer Service line at 1-888-601-1616, Monday – Friday 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.
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