Tim Hortons customers can obtain help with restaurant visits, mobile orders, delivery, refunds, the Tim Hortons app, Tims Rewards and gift cards. The correct support route depends on whether the problem involves a specific restaurant, a digital account or an order placed through a third-party delivery service.
Tim Hortons Guest Care: 1-888-601-1616
Tims Gift Card support: 1-866-846-2273 (1-866-TIMCARD)
Support hours: Tim Hortons does not currently publish one consistent Guest Care telephone schedule in its Help Centre. Online support requests can be submitted through the Help Centre.
Tim Hortons Customer Service Options
| Support Option | Details | Best Used For |
|---|---|---|
| General Guest Care | 1-888-601-1616 | Restaurant complaints, unresolved orders, food quality, refunds, nutrition and general questions |
| Help Centre | Tim Hortons Help Centre | Digital Support and Restaurant Services requests for U.S. and Canadian guests |
| Digital Support | Select Digital Support in the official Help Centre | App access, mobile orders, Tims Rewards, offers, Scan & Pay, website and gift cards |
| Restaurant Services | Select Contact Guest Care in the official Help Centre | Recent restaurant visits, food, drinks, drive-thru service, cleanliness and nutrition questions |
| Tims Gift Card support | 1-866-846-2273 | Balances, registered lost or stolen cards, reloads and certain card-account problems |
| Restaurant locator | Tim Hortons locations | Local restaurant telephone numbers, addresses, hours and available services |
Which Tim Hortons Support Route Should You Use?
| Problem | Recommended First Step |
|---|---|
| Incorrect in-store or drive-thru order | Speak with the restaurant manager and show the receipt. |
| Mobile pickup-order refund | Take the mobile device and emailed receipt to the restaurant where the order was placed. |
| Delivery ordered through the Tim Hortons app | Use Guest Care and select the mobile, delivery and catering-order category. |
| Third-party delivery order | Begin with the delivery platform that processed the payment and order. |
| Missing Tims Rewards points | Update the app, review the points balance and submit a Digital Support request. |
| Lost registered gift card | Immediately call 1-866-846-2273. |
| Food quality or cleanliness complaint | Speak with the manager, then escalate through Restaurant Services if unresolved. |
| Catering order problem | Use the restaurant telephone number in the catering confirmation email. |
| Ingredient or allergy question | Review the official allergen information and request ingredient assistance through Guest Care. |
Tim Hortons Restaurant Complaints
Restaurant-level complaints can involve incorrect food or drinks, coffee quality, missing items, drive-thru delays, cleanliness, staff conduct, pricing, unavailable menu items or an unsatisfactory manager response.
Begin with the manager at the restaurant involved. Restaurant information and local telephone numbers are available through the official Tim Hortons locator.
Provide the following:
- Restaurant address or store number
- Visit date and approximate time
- Receipt or transaction record
- Items ordered and what was incorrect
- Whether the order was in-store, drive-thru, pickup or delivery
- The resolution requested, such as correction, replacement or refund
If the manager does not resolve the complaint, call Guest Care at 1-888-601-1616 or select Restaurant Services in the official Help Centre.
Mobile Orders, Wrong Locations and Refunds
Tim Hortons currently states that mobile and delivery orders cannot be canceled after they are submitted. If an order was sent to the wrong restaurant, contact that location immediately.
For a mobile pickup-order refund:
- Go to the Tim Hortons restaurant where the order was placed.
- Ask to speak with the restaurant manager.
- Show the emailed mobile-order receipt on the device.
- If the email is unavailable, open Account and Recent Orders in the Tim Hortons app.
- Ask the manager to review the order and applicable refund request.
Tim Hortons notes that its restaurants are individually owned and that refunds for restaurant and pickup transactions are generally handled by the restaurant manager or owner. If the issue remains unresolved, submit a Guest Care request under Mobile, Delivery & Tims Catering Orders.
See Tim Hortons’ current mobile-order refund instructions.
Mobile Order Not Received by the Restaurant
If the selected restaurant cannot find a mobile order, show the emailed receipt or the transaction under Recent Orders in the app. Tim Hortons instructs the restaurant to prepare the order after verifying the receipt.
If the restaurant still does not provide the order, contact Guest Care and select the mobile-order category. Save the receipt, restaurant location, order time and any explanation given by the restaurant.
Tim Hortons Delivery Complaints and Refunds
The correct refund route depends on where the delivery order was placed.
- Tim Hortons app delivery: Use Guest Care for wrong, missing or damaged orders. Include the account email, order date and a photograph when relevant.
- Third-party delivery platform: Begin with the app or website that processed the order and payment.
- Restaurant canceled the delivery: Tim Hortons states that the charge should be refunded automatically.
- Tims Gift Card payment: A refund for a restaurant-canceled delivery should return to the gift-card balance promptly.
Tim Hortons says a card refund for a restaurant-canceled delivery may require seven to ten business days, depending on the financial institution. Review the current delivery cancellation and refund guidance.
Tims Rewards Support
Use Digital Support for missing points, incorrect balances, reward-redemption failures, account linking or offers that do not appear.
Before submitting a request:
- Update the Tim Hortons app to the latest available version.
- Confirm that the correct account is signed in.
- Check the current points balance and transaction history.
- Save a screenshot of the offer or error.
- Keep the receipt and transaction date.
If a customer forgets to scan the Tims Rewards card before paying, Tim Hortons currently says points, offers and rewards cannot be added to that completed order afterward. Listen for the confirmation sound or ask the restaurant employee to confirm that the scan registered before paying.
Tims Gift Card Support
Tims Gift Card customers can call 1-866-846-2273 to check a balance or report a registered physical card that has been lost or stolen. A balance can also be checked at the front counter of a participating Tim Hortons restaurant.
Tim Hortons states that it may freeze and transfer the remaining balance of a lost registered card after verifying recent activity. An unregistered lost or stolen card cannot be replaced.
Gift-card privacy: Never publish a complete Tims Gift Card number, PIN, barcode, balance screenshot or purchase receipt in a public review. Provide those details only through official Tim Hortons support.
Tim Hortons App and Account Problems
For app login, payment-method, Scan & Pay, mobile-order or account problems, first update the app and restart it. If the problem continues, use Digital Support and provide:
- The email address associated with the account
- The restaurant selected
- The date and time of the attempted order
- Whether pickup, drive-thru or delivery was selected
- The exact error message
- A screenshot with payment and private information removed
Tim Hortons states that customers should not be charged for an order that fails to complete. If a transaction appears, determine whether it is pending or fully posted before submitting the payment details to support.
Food Quality, Foreign Objects and Safety Complaints
Stop consuming an item that appears spoiled, contaminated, improperly prepared or contains a foreign object. Photograph the item, packaging and receipt, and notify the restaurant manager promptly.
For an unresolved concern, contact Guest Care with the restaurant location, purchase time, menu item and photographs. Do not mail food to a corporate address unless Tim Hortons provides specific handling and shipping instructions.
Allergy, Nutrition and Ingredient Questions
Tim Hortons provides nutrition and allergen information through its website and app. Tim Hortons also states that restaurant team members are not professionally trained in nutrition and allergens, so guests with specific ingredient or allergy concerns should contact Guest Care.
Review the official nutrition and ingredient guidance before ordering. Recipes, suppliers and preparation conditions can change.
Medical emergency: If someone is experiencing a serious allergic reaction or another medical emergency, call 911 or the appropriate local emergency service immediately.
Tim Hortons Catering Order Problems
For missing or incorrect catering items, contact the restaurant that prepared the order. Its telephone number should appear in the catering confirmation email. Tim Hortons states that the restaurant manager can authorize replacement items or an applicable refund.
Inspect large catering orders as soon as they arrive and retain the confirmation, item list and receipt until the event is complete.
How to Escalate a Tim Hortons Complaint
- Start with the restaurant manager for a location-specific complaint.
- Use Digital Support for the app, rewards, mobile orders and gift cards.
- Use Restaurant Services or call 1-888-601-1616 for an unresolved restaurant complaint.
- Record the case number, date and response received.
- State the requested resolution clearly and provide the supporting receipt or order record.
- Request additional review if the first response does not address the documented issue.
Tim Hortons’ public Help Centre lists the following brand address:
Tim Hortons
130 King Street West, 3rd Floor
Toronto, Ontario M5X 1K6
Canada
Do not mail food, gift cards, payment information or return merchandise to this address unless Tim Hortons specifically provides written instructions.
Additional headquarters and parent-company information is available on the verified Tim Hortons Corporate Office page.
Information to Prepare Before Contacting Tim Hortons
- Restaurant address or store number
- Visit, pickup or delivery date and time
- Receipt or order confirmation
- Mobile-order or delivery platform involved
- Menu items affected
- App version and exact error message
- Tims Rewards offer or transaction details
- Gift-card information shared only through official support
- Photos of wrong, damaged or unsafe items
- Previous case number and response
- The replacement, refund, correction or explanation requested
Frequently Asked Questions
What is the Tim Hortons customer service number?
Tim Hortons Guest Care can be reached at 1-888-601-1616.
Does Tim Hortons publish customer-service hours?
The current Tim Hortons Help Centre does not clearly state one uniform telephone schedule. Online Digital Support and Restaurant Services requests can be submitted through the Help Centre.
How do I complain about a Tim Hortons restaurant?
Begin with the restaurant manager. If the problem remains unresolved, call Guest Care or select Restaurant Services in the Help Centre.
Can a Tim Hortons mobile order be canceled?
No. Tim Hortons currently states that mobile and delivery orders cannot be canceled after submission. Contact the selected restaurant immediately if there is a problem.
How do I obtain a mobile pickup-order refund?
Take the mobile device and emailed receipt to the restaurant where the order was placed and ask the manager to review the refund request.
Who handles a Tim Hortons app-delivery refund?
Guest Care handles problems involving delivery ordered through the Tim Hortons app. A third-party delivery order should normally begin with the platform that processed it.
How long can a canceled delivery refund take?
Tim Hortons says a card refund may take seven to ten business days, depending on the financial institution. A qualifying Tims Gift Card refund should return to the card balance promptly.
Can missing rewards points be added from a receipt?
If the rewards account was scanned and the balance is incorrect, use Digital Support. Tim Hortons states that points cannot be added after payment when the customer forgot to scan.
What is the Tims Gift Card telephone number?
Tims Gift Card support is available at 1-866-846-2273.
Can Tim Hortons replace a lost gift card?
A registered card may qualify for a balance freeze and transfer after verification. Tim Hortons states that an unregistered lost or stolen card cannot be replaced.
Where can I get Tim Hortons allergen information?
Review the nutrition and allergen information in the Tim Hortons app or website. Contact Guest Care for questions about specific ingredients.
Related Coffee Customer Service Pages
Tim Hortons Reviews and Complaints
Customers can use the review section below to describe a firsthand experience involving a Tim Hortons restaurant, drive-thru, mobile order, delivery, refund, app, rewards account, gift card or Guest Care.
Helpful reviews identify the general location, issue type, support route used and whether the matter was resolved. Do not publish receipt numbers, mobile-order numbers, account email addresses, gift-card details, payment information, telephone numbers or private employee information.
Page updated August 3, 2026 with current Guest Care and gift-card numbers, Digital Support and Restaurant Services routes, mobile-order refund instructions, delivery refund timing, rewards guidance and allergy-support information.
CustomerServiceNumbers.com is an independent information and review website and is not affiliated with Tim Hortons, The TDL Group Corp., Restaurant Brands International, any Tim Hortons franchisee or any delivery platform.