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Frequently Asked Questions

What is your mission statement?

Our guiding mission is to deliver superior quality products and services for our guests and communities through leadership, innovation and partnerships. Our vision is to be the quality leader in everything we do.

Single Serve Coffee

What formats of single serve beverages are available from Tim Hortons?

Tim Hortons single serve beverages are available for TASSIMO® & Keurig®* K-Cup® single serve brewing systems

Where can I buy Tim Hortons Single Serve products?

Our Single serve products are available for purchase in participating Tim Hortons Restaurants as well as online through timhortons.com

What types of Single Serve beverages are available?

To find a listing of all of our take home beverages, including single serve, visit our merchandise section of the website.

Tim Card®

Where can I find more information about the Tim Card?

Please read our Tim Card FAQs.

Donation Requests

Does Tim Hortons provide corporate donations?

Tim Hortons is a proud member of the many communities in which we operate. Our Restaurant Owners and Corporate Offices are involved in countless local fundraisers and events including: Smile Cookie which raises funds for a local charity of choice; Timbits minor sports - sponsoring thousands of children through local sports leagues; free swims and skates for the entire family; food drives and more. We remain focused on our Tim Horton Children's Foundation and the involvement of our local Restaurants directly in their communities. We feel that this focus will provide the greatest impact, and therefore we do not accept unsolicited product or in-kind donation requests.

Learn more about our initiatives:

Franchising Information

I would like some information about a Tim Hortons Franchise in Canada.

Please visit our Canadian Franchising section for a comprehensive list of frequently asked questions as well as additional information pertaining to Tim Hortons franchises in Canada.

I would like some information about a Tim Hortons Franchise in the USA.

Please visit our US Franchising section for a comprehensive list of frequently asked questions as well as additional information pertaining to Tim Horton franchises in the USA.

Restaurant Employee Inquiries

How can I get a copy of my Record of Employment (ROE) and/or T4/W2 Form?

Since Tim Hortons Restaurants are independently owned and operated, you will need to contact the location at which you previously worked in order to obtain copies of your ROE and/or T4/W2 Forms.

If I have employment related concerns or complaint, who do I contact?

Due to the fact that Tim Hortons is primarily a franchised organization, each Restaurant Owner is an independent business owner and employer who sets and administers his or her own employment policies and practices and is responsible for managing the operation of the Restaurant, including in respect of employment issues. All concerns or questions regarding employment need to be addressed with the Restaurant Owner.

If I have questions related to my separation/termination, who do I speak to?

Due to the fact that Tim Hortons is primarily a franchised organization, each Restaurant Owner is an independent business owner and employer who sets and administers his or her own employment policies and practices and is responsible for managing the operation of the Restaurant, including in respect of employment issues. All concerns or questions regarding separation/termination need to be addressed with the Restaurant Owner.

If I have employment standards related questions, who do I contact?

Please speak directly with your Restaurant Owner or review the Employment Standards Poster in your Restaurant.

What is the minimum age to be hired at a Tim Hortons Restaurant Location?

Please contact the Restaurant directly to confirm or refer to the applicable provincial/state employment standards legislation and occupational health and safety requirements in your province or state.

What if I don’t know how to contact my Restaurant Owner?

Please contact the Restaurant Manager or refer to the contact information in your Restaurant.

Can I be employed by more than one Tim Hortons Restaurant?

You need to discuss this option with the Restaurant Owner of the location you work at. Each Tim Hortons Restaurant is independently owned and operated and each Restaurant Owner is responsible to manage his or her own recruiting and hiring. To apply at another Tim Hortons, you may visit www.workattims.com; and apply on-line directly to the location(s) of interest.

Alternatively, you can visit the location and speak with the Owner/Manager or complete an application on site.

How can I obtain more information about the Scholarship Program offered through the Restaurant I work at?

The Team Tim Hortons Scholarship Program is offered to Restaurant employees, their children or grandchildren. Please speak to the Restaurant Owner or Manager about the eligibility criteria to apply for a Scholarship.

Further information, including eligibility requirements for the program, can be found on our website at http://scholarship.timhortons.com

Applicant Inquiries

How do I apply for career at the Corporate Head Office?

If you are interested in a position at our Corporate Head Office, please submit your candidate profile on-line at www.timhortons.com/careers to the position of interest, or apply to our Future Opportunities to be considered for upcoming positions. You can also create your own Career Alert where you will be notified by email of upcoming positions that match your skills and experience.

We would like to thank all applicants for their interest, however, only candidates selected for interviews will be contacted.

How do I apply at a Restaurant?

Due to the fact that Tim Hortons is primarily a franchised organization, each individual Restaurant Owner is an employer who sets and administers their own employment policies and practices. Therefore, the Restaurant Owner is responsible for all the hiring, etc. for their location(s).

If you would like to work in a Tim Hortons Restaurant, please visit www.WorkAtTims.com and apply on-line directly to the location(s) of interest.

Alternatively, you can visit the location and speak with the Owner/Manager or complete an application on site.

How do I apply to multiple locations on your website?

For 15 days after you submit your first application online, you can apply to additional Restaurants with the same user profile / application. To do so, return to the “Apply Now” page. You will need to enter the same unique identifying information (Name, Birth Month / Day and 4 Digit Pin) to log-in. You can then select the next Restaurant you wish to apply to. The system will auto populate with the information you provided from your original application. After the 15 days has passed, you will need to create a new profile for any additional Restaurant applications.

I attempted to apply online, but there was an error with my application.

Your application information should be saved up until the point where you received the error. Return to the “Apply Now” page and enter your unique identifying information on the log-in page (Name, Birth Month / Day and 4 Digit Pin). This will retrieve your application up to the last completed step. You should then be able to continue your application from that point.

I am trying to apply to a location online and I keep getting an error message requesting a User ID and PIN:

This error may have happened if you used the BACK button on your internet browser while completing your application. Please ensure you use the "SELECT" or "CHANGE" links within the job application.

We recommend that you return to the “Apply Now” page and re-start your application by entering your unique identifying information. Any application information you have entered should have been saved for you.

Tim Hortons Coffee Partnership

What is Tim Hortons approach to Fair Trade coffee?

Learn more about Tim Hortons Coffee Partnership and its unique approach to making a true difference in coffee growing communities.

Environment

What is Tim Hortons doing to deal with litter?

At Tim Hortons, we are aware of the environmental impacts of our packaging and waste materials. We are attempting to deal with the litter issue in a variety of ways:

  • We have anti-litter messages on all of our packaging items, including a "Do Not Litter" message on all of our take-out cups. Sadly, many people do not pay attention to these messages but we continue to work with other members of our industry to tackle the litter problem in a meaningful and effective way.
  • To ensure a clean community many Tim Hortons restaurants sponsor local clean up events and activities in their communities.
  • We have waste reduction strategies to try and combat litter from its source. Tim Hortons is one of the few quick service restaurants to offer china mugs, plates and bowls to guests eating in our restaurants. This helps to reduce paper waste being created in the first place.
  • All Tim Hortons restaurants sell reusable Tim Mugs. And while a Tim Mug may not be a practical solution for all guests it does provide a good alternative. The incentive for purchasing a Tim Mug is that the first coffee is free (coupon included inside the Tim Travel Mug) and each refill gets a 10 cent discount (hot beverage discount applies to any travel mug fill).

Can the Tim Hortons cup be recycled?

Yes the cup can be recycled but it is not accepted for recycling everywhere at this time. We currently have programs in a number of our restaurants across Canada where we capture our paper cup (and other packaging) for recycling or composting. The number of locations where we offer instore recycling continues to grow as we work with local waste management companies to expand our program. Please check your local Tim Hortons for a cup (and other packaging) recycling program. Also check your local residential recycling/composting program to see if paper coffee cups are an acceptable item.

Do I get a discount when I use a travel mug?

Yes, guests get a 10 cent discount when they bring in their TimMug or other travel mug. Guests who dine in the restaurant are served their beverage in a china mug

Accessibility

How accessible are your restaurants for persons with disabilities?

At Tim Hortons, we try to make our restaurants welcoming to all of our guests. Over the years, we have continually improved accessibility in our restaurants - for example, our seating is no longer affixed to the tables, allowing chairs to be moved out of the way when necessary. All of our new restaurants have accessible parking spaces, wheelchair ramps, and accessible washrooms for people with disabilities.

How do I obtain information on Tim Hortons accessible guest service policy and procedures under the Accessibilty for Ontarians with Disabilities Act (AODA)?

You can read the Tim Hortons accessible guest service policy and procedures on accessibility training, service disruptions, and feedback here.

Coffee

Where does Tim Hortons get its coffee beans from?

Tim Hortons uses a premium blend of 100% Arabica beans from several of the world's renowned coffee-producing regions. Tim Hortons coffee is served within 20 minutes of brewing or it's not served at all. It's that quality and focus on "Always Fresh" that we think makes Tim Hortons coffee our guests' favourite.

Where can I get general information about coffee, the roasting process, etc.?

If you want to learn more about coffee and the coffee industry, a great resource is the Coffee Association of Canada's website at www.coffeeassoc.com. You can find out about the history of coffee, the roasting process, coffee terminology and more.

Is there nicotine or MSG in Tim Hortons coffee?

This urban myth is just that...a myth!

Tim Hortons guests expect and deserve high quality coffee that is always fresh and consistent, along with fast, efficient service and all at a good value. Tim Hortons would like to clearly state that there is absolutely NO nicotine or MSG in our coffee. Tim Hortons coffee has NO ADDITIVES whatsoever. It is made only from a blend of the highest quality premium Arabica beans from several different coffee growing countries.

Tim Hortons decaffeinated coffee also contains no additives. It is decaffeinated through what is called the Swiss Water method, which is the purest manner of removing caffeine from the coffee. Tim Hortons believes that our focus on quality, service and value, is what keeps our guests coming back for more!

Will Tim Hortons get involved in single cup coffee or brewers?

The Single Cup coffee market continues to grow in North America. As the coffee leader in Canada, Tim Hortons continues to explore new and exciting ways to provide our guests with their favourite coffee. At this time, Tim Hortons Premium Blend Coffee is available in convenient resealable cans in such varieties as Fine Grind, Decaf and Coarse Grind.

Guest Feedback

I had a good/bad experience at one of your restaurants. What should I do?

Either way, we recommend that you speak with the restaurant owner or manager right away or complete our Online Survey. Our Restaurant Owners would love to hear from you.

You are also welcome to provide feedback and obtain further information directly from our Guest Services Department at our Oakville Head Office. A representative will respond to your request as soon as possible. We appreciate your feedback!

TimmyMe™ for BlackBerry® 10

What is Near Field Communications (NFC) technology?

NFC is short-range wireless link; a radio-frequency identification (RFID) technology that transfers small amounts of data between two devices held a few cm apart. Tapping takes payment through your phone App. Essentially the SIM card is the smart card identifying your account to the network.

Does it cost anything to download TimmyMe™?

No. TimmyMe™ is a free download and available through BlackBerry® World. Please note that in the absence of a WiFi connection, the TimmyMe™ application uses your cellular network connection to access and download content. Please check with your carrier to see if you will be charged for usage, especially while traveling. See Terms of Use for more details.

What devices does TimmyMe™ work on?

TimmyMe™ is compatible with the following operating systems for BlackBerry®:

BlackBerry® Q5, BlackBerry® Q10, BlackBerry® Z10 and BlackBerry® Z30 smartphones

How do I update my existing TimmyMe™ app?

If you have previously installed the BlackBerry® version of TimmyMe™, you will be automatically prompted to update the app.

The app is not working for me, what should I do?

If your mobile device is issued by your employer, some TimmyMe™ functionality may be affected by policies in place on your company's enterprise server configuration. Please contact your IT department for assistance or Contact Us.

Which restaurants support the BlackBerry 10 payment option?

Most restaurants are compatible with NFC Tim Card Payments. Please find a participant restaurant here.

Is there a limit on how much I can load on my Tim Card that is loaded to my BlackBerry?

The limit on the mobile phone is the same limits as the traditional plastic Tim Card.

How do I use my BlackBerry to pay for my order?

You must be logged into your Tim Card account on your BlackBerry. Advise the team member you will be paying with your Tim Card. Once they instruct you to go ahead; select the Pay Now button on your Tim Card and tap the back of the phone on the Pin Pad.

Which BlackBerry devices are supported? Is it only available on specific carriers?

All BlackBerry 10 devices running OS 10.2 or greater are compatible (Q5, Q10, Z10 and Z30). There is no restriction by carrier.

I tapped the front of my phone but it didn't work. How come?

The NFC chip in the BlackBerry is located on the back part of the device. Please ensure you tap the back of the phone to use the Tap to Pay technology.

I tapped the back of my phone but the team member told me it didn't work.

Ask the team member to try and process your Tim Card payment again. Click on the back button and then click Pay Now to tap the phone again.

I don't see the Pay Now feature on my Tim Card screen.

Ensure you have downloaded the latest TimmyMe app and you have a BlackBerry 10 running OS 10.2 or higher.

Do I have to keep my plastic Tim Card once I register it on my phone.

We recommend you always keep a copy of your Plastic Tim Card as reference however you will not need it if you are paying with your Blackberry 10.

TimmyMe™ for iPhone

Does it cost anything to download TimmyMe™?

No. TimmyMe™ is a free download and available through the iTunes App Store. Please note that in the absence of a WiFi connection, the TimmyMe™ application uses your cellular network connection to access and download content. Please check with your carrier to see if you will be charged for usage, especially while traveling.  See Terms of Use for more details.

What devices does TimmyMe™ work on?

TimmyMe™ is compatible with the following operating systems for iPhone:

iOS 4, 5, 6 on 5/4S/4/3GS on iPod Touch 4th generation.

How do I update my existing TimmyMe™ app?

For iPhone users, we have replaced the app, so you will need to uninstall the current version of the app and install the new version of TimmyMe™ from the iTunes App Store.

Which restaurants support the iOS barcode payment option?

At this moment iOS barcode payment option is available at select restaurants. Please find a participant restaurant here.

Is there a limit on how much I can load on my Tim Card that is loaded to my iPhone App?

The limit on the mobile phone is the same limits as the traditional plastic Tim Card.

How do I use my iPhone barcode to pay for my order?

You must be logged into your Tim Card account. Advise the team member you will be paying with your Tim Card. Once they instruct you to go ahead; select the Tap to Pay button on show your barcode. Place the barcode beneath the barcode reader.

I downloaded the new TimmyMe app but when I log into my Tim Card it says "Coming Soon".

At this time; mobile payment on iOS platform is in a pilot. If it states coming soon then you are not within the pilot location. Most restaurants will be coming soon.

Do I have to keep my plastic Tim Card once I register it on my phone?

We recommend you always keep a copy of your Plastic Tim Card.

TimmyMe™ for Android

Does it cost anything to download TimmyMe™?

No. TimmyMe™ is a free download and available through the Android Market®. Please note that in the absence of a WiFi connection, the TimmyMe™ application uses your cellular network connection to access and download content. Please check with your carrier to see if you will be charged for usage, especially while traveling. See Terms of Use for more details.

What devices does TimmyMe™ work on?

TimmyMe™ is compatible on OS 4.0.x on Android smartphones

How do I update my existing TimmyMe™ app?

If you have previously installed TimmyMe™, you will be automatically prompted to update the app.

Which restaurants support the Android barcode payment option?

At this moment Android barcode payment option is available at select restaurants. Please find a participant restaurant here.

Is there a limit on how much I can load on my Tim Card that is loaded to my Android App?

The limit on the mobile phone is the same limits as the traditional plastic Tim Card.

How do I use my Android barcode to pay for my order?

You must be logged into your Tim Card account. Advise the team member you will be paying with your Tim Card. Once they instruct you to go ahead; select the Tap to Pay button on show your barcode. Place the barcode beneath the barcode reader.

I downloaded the new TimmyMe app but when I log into my Tim Card it says "Coming Soon".

At this time; mobile payment on Android platform is in a pilot. If it states coming soon then you are not within the pilot location. Most restaurants will be coming soon.

Do I have to keep my plastic Tim Card once I register it on my phone?

We recommend you always keep a copy of your Plastic Tim Card.

My Android device has an NFC chip can I pay with NFC?

At this time; we do not have NFC payment available for Android. However for Android 4.4 and above NFC payment will be coming soon.

What devices does TimmyMe™ work on?

TimmyMe™ is compatible on Windows and Windows Phone 8+

How do I update my existing TimmyMe™ app?

If you have previously installed TimmyMe™, you will be automatically prompted to update the app.

Which restaurants support the Windows barcode payment option?

At this moment Windows barcode payment option is available at select restaurants. Please find a participant restaurant here.

Is there a limit on how much I can load on my Tim Card that is loaded to my Windows App?

The limit on the mobile phone is the same limits as the traditional plastic Tim Card.

How do I use my Windows barcode to pay for my order?

You must be logged into your Tim Card account. Advise the team member you will be paying with your Tim Card. Once they instruct you to go ahead; select the Tap to Pay button on show your barcode. Place the barcode beneath the barcode reader.

Do I have to keep my plastic Tim Card once I register it on my phone?

We recommend you always keep a copy of your Plastic Tim Card.

TimmyMe™ for Windows

Does it cost anything to download TimmyMe™?

No. TimmyMe™ is a free download and available through the Windows Phone Store. Please note that in the absence of a WiFi connection, the TimmyMe™ application uses your cellular network connection to access and download content. Please check with your carrier to see if you will be charged for usage, especially while traveling. See Terms of Use for more details.

What devices does TimmyMe™ work on?

TimmyMe™ is compatible on Windows and Windows Phone 8+

How do I update my existing TimmyMe™ app?

If you have previously installed TimmyMe™, you will be automatically prompted to update the app.

Which restaurants support the Windows barcode payment option?

At this moment Windows barcode payment option is available at select restaurants. Please find a participant restaurant here.

Is there a limit on how much I can load on my Tim Card that is loaded to my Windows App?

The limit on the mobile phone is the same limits as the traditional plastic Tim Card.

How do I use my Windows barcode to pay for my order?

You must be logged into your Tim Card account. Advise the team member you will be paying with your Tim Card. Once they instruct you to go ahead; select the Tap to Pay button on show your barcode. Place the barcode beneath the barcode reader.

Do I have to keep my plastic Tim Card once I register it on my phone?

We recommend you always keep a copy of your Plastic Tim Card.

My Window device has an NFC chip can I pay with NFC?

At this time; we do not have NFC payment available for Windows.

Tim Shop

Will Tim Shop be coming back?

We are working on new ways to make our product available to our Guests. Stay tuned!

I don’t have a Tim Hortons restaurant close to me. Where can I get your products now?

Here are some of the retailers that carry our products: Loblaws, Walmart, Sobeys, Metro, Safeway, Costco and other grocery retailers. Look for us in the coffee aisle during your next shopping trip!

Can I still order Tim Cards?

Yes, you can place orders of 25+ Tim Cards through our timhortons.com by clicking here. To create a customized Tim Card or send a digital Tim Card online, please click here.

I have a question about an order I placed on Tim Shop before it closed. Who can I contact?

Please call us toll free at 1-888-601-1616.

Can I return my order?

If you are not satisfied with the product or merchandise received, you may return it for a refund of the purchase price, within 60 days of the original order date. 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. Note, exchanges are not possible at this time. Please contact us at 1-888-601-1616.

GET IN TOUCH WITH US

Restaurants

Restaurants

Want to connect with one of our restaurants? No problem – just give them a call.

Find a restaurant
How are we doing?

How Are We Doing?

Take our survey and let us know how we’re doing.

Take the Survey
Email

Email

Want to get in touch with us electronically? Email works too.

Send us an email
Social

Social Media

Get social with Tims and share your experiences with us! Connect with Tim Hortons online through Facebook, Twitter and Instagram.

Call Us

Call Us

Whether you are a Guest, a member of the press, or an investor, give us a call at one of the numbers below.  We are available to help Monday to Friday 8-5pm EST.

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