Frequently Asked Questions

CORPORATE INFORMATION

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!

Common Questions

What do I do if I receive a wrong order?

Our restaurant owners are committed to your satisfaction. If there is ever a time where you’re not happy with your order, please do not hesitate to speak with the restaurant manager on your next visit so they can make it right for you.

Why am I unable to reload my Tim Card on the Timmy Me App?

There is a limit of two (2) actions within a 12-hour period. If you have not reached this limit and are still having trouble, please try uninstalling and re-installing the app, as well as ensure you have the most up-to-date version of the app installed on your device. If you are still unable to reload your Tim Card on the Timmy Me App, you are able to reload your card online or by visiting your local Tim Hortons.

The product that I received was not what I expected. What can I do?

You can share this feedback with us by submitting it on our Contact Us form on our website. We always appreciate hearing from our valued guests. Your feedback allows us the ability to continually improve the products and services we offer and we thank you for giving us this opportunity.

Why do some locations carry items that others do not?

Certain menu items are offered to our restaurants as part of our "Optional" Products line.  This means a product offered at one restaurant may not be offered at another location. The decision of which optional products the restaurant will carry is made by the Restaurant Owner and is based on several factors, including demand. 

Has Tim Hortons ever considered changing their lids/cups?

Tim Hortons relies entirely on our own advertising, research, marketing and product planning departments for the generation and development of new concepts. With that being said, we always appreciate hearing from our guests who want to help us continue to improve our products and services.

The service that I received at one of your Restaurants was not what I expect of Tim Hortons. What can I do?

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!

RRRoll Up Replay!™

What prizes can I win?

There are so many prizes you can win when you play Roll Up the Rim to Win®, RRRoll Up Replay!™ and Roll Up at Home™.

Roll Up the Rim To Win Prizes:
Instant Prizes: All-new 2016 Honda Civics, LG 4K OLED TVs, $5000 CIBC Prepaid Cards, $100 TimCards, Millions of Coffee and food prizes.

RRRoll Up Replay!™ Prizes
Instant Prizes: Any size hot beverage prizes, free music downloads, $25 TimCards.
Grand Prizes: Tims™ Coffee for a year, LG 4K OLED TV, LG Watch Urbane, 2016 Honda Civic EX-T Sedan.

RRRoll Up at Home Prizes
Instant Prizes: $2, $5, $20, and $100 Digital TimCards, Ceramic Tim Hortons Mugs, At Home Coffee for a Year.

I rolled up a winning $100 TimCard® tab on my Roll Up cup. How do I claim it?

If you rolled up a winning $100 TimCard® on your in-restaurant cup, simply go to the RRRoll Up the Rim Homepage and click the “Claim your TimCard®” button. You will need to also enter your email address and PIN number that is located on the in-restaurant cup.

When is the RRRoll Up Replay!™ RRRollout Prize Draw?

The RRRollout Prize Draw will occur in Saint John, NB, on or around 11:00 a.m. ET on March 18, 2016 (the “Draw Date”) to select the potential grand prize winners.

You can qualify for the RRRollout Prize Draw by earning ballots based on how many points you collect. The points and badges you have collected throughout the online game will allow you to be entered in a draw for a chance to win Free Coffee for a Year, one of 10 LG 4K OLED TVs, one of 75 LG Urbane Smart Watches, and a 2016 Honda Civic EX-T.

How long do I have to claim my prize?

You can claim your winning in-restaurant tab by May 08, 2016.

You can claim your RRRoll Up Replay!™ prize by 11:59:59 p.m. ET on June 1, 2016.

You can submit your receipt to claim your RRRoll Up at Home prize by February 29, 2016 @ 11:59:59 p.m. EST/EDT.

What products are eligible for RRRoll Up at Home?

All Tim Hortons packaged coffee or hot beverage products from an authorized Tim Hortons product retailer or restaurant are eligible for RRRoll Up at Home. See the full list of products.

Can I sign in to RRRoll Up at Home using my RRRoll Up Replay!™ login?

No, unfortunately you can’t sign in to RRRoll Up at Home using your RRRoll Up Replay!™ login. You will need to register for RRRoll Up at Home separately.

What is the RRRoll Up Replay!™ online contest?

RRRoll Up Replay!™ is an online version of the contest Roll Up The Rim To Win. RRRoll Up Replay!™ lets you roll virtual Game Cups just like the ones you see in-restaurant! You can roll up to five Game Cups each time you play. You can also collect points and badges by playing often and earn ballots for chances to win grand prizes. The online contest starts February 3, 2016.

How is RRRoll Up Replay!™ different from last year?

This year, the RRRoll Up Replay!™ contest gives you a Tim Hortons virtual Game Cup with 1 (one) roll. Each Game Cup you roll gives you a chance to win instant prizes and collect points. The points you collect can earn you ballots into prize draws to qualify for a chance to win grand prizes. The draws (RRRollout Prize Draw) will occur in Saint John, NB, on or around 11:00 a.m. ET on March 18, 2016 (the “Draw Date”) to select the potential grand prize winners.

How do I enter the RRRoll Up Replay!™ online contest?

To enter the RRRoll Up Replay!™ online contest, simply go to www.rolluptherimtowin.com and fill out the online registration form. Once you’ve completed the form, just click “Sign In” to start RRRolling! You can play on a compatible desktop computer, tablet or smartphone.

How do I claim my RRRoll Up Replay!™ Online Game prize?

If you are a Canadian resident, you will have to complete a Skill-Testing Question to successfully claim a prize. American residents are not required to complete a Skill-Testing Question to successfully claim a prize. Potential and Confirmed Winners will receive instructions on how to claim their prize and be notified by email.

What kind of achievements can I earn with RRRoll Up Replay!™?

You can earn points and badges when you play RRRoll Up Replay!™. There are a variety of RRRoll Up Replay!™ Badges including Frequency Badges and Time of Day Badges. Collect enough points to qualify for ballots into the RRRollout Prize Draw which gives you a chance to win grand prizes, including a 2016 Honda Civic EX-T. There's even a badge for playing on the first day of the contest on February 3, 2016!

How do I receive points and earn badges?

Each badge is worth a certain amount of points that go towards earning ballots for the helping you qualify for the RRRollout Prize Draw. Points and badges will be awarded after the user’s first roll. You can also earn points by submitting a points request (see Official Contest Rules for details).

How do I earn ballots?

The points you collect allow you to earn ballots towards a prize draw. Each prize draw entry has a point threshold that needs to be reached in order to receive 1 (one) ballot. For example, you need to collect 50,000 points in order to earn 1 (one) ballot entry into the Tims™ Coffee For a Year Draw. The grand prize draws are as follows: Tims™ Coffee For a Year Draw, LG Watch Urbane Draw, LG 4K OLED TV Draw, and 2016 Honda Civic EX-T Sedan Draw. When you reach 400,000 points and higher, you then receive 1 (one) ballot into each of the 4 grand prize draws. The highest amount of points a player can reach is 1,000,000.

Do I have to collect ballots in order to win prizes?

You do not need to collect ballots in order to win instant prizes. Ballots are only to qualify for grand prizes in the RRRollout Prize Draw.

Do I have to play the online game every day to win prizes?

No. However, playing every day gives you more opportunities to earn points which can increase the number of ballots you can receive for the RRRollout Prize Draw. You can also earn points by submitting a points request (see Official Contest Rules for details)

Where can I see the RRRoll Up Replay!™ Contest Rules?

You can read the RRRoll Up Replay!™ contest rules at RollUptheRimtoWin.com.

What are the odds of winning a prize playing the RRRoll Up Replay!™?

The odds of winning a prize playing RRRoll Up Replay!™ depend on the number and timing of plays received during the corresponding contest period and decrease as prizes are awarded. See the RRRoll Up Replay!™ Rules & Regulations for information on the frequency of prizes that are awarded.

How are the instant coffee prizes different this year?

This year, when you win an instant free coffee with RRRoll Up Replay!™ - you win and additional free coffee to share! You can choose to send the additional free coffee to a friend (using their email address) or to a fellow RRRoll Up Replay!™ player selected at random. Canadian residents will have to complete a Skill-Testing Question to successfully claim this prize.

How do I claim my 3 song download prize?

Potential and confirmed winners of the 3 song download prize will receive a prize claim email with instructions and a PIN code. Enter the PIN code on the getmusic.ca microsite or full store and follow the instructions to download your 3 songs. Should you need any assistance, please call 1-888-601-1616 or contact us online at www.timhortons.com/us/en/about/contact.php

I registered early for RRRoll Up Replay!™ and received an email for an MP3 Album Download. How do I download it?

The first 60,000 RRRoll Up Replay!™ users who register early will receive an email with a PIN code and instructions on how to download the album. Enter the PIN code on the getmusic.ca microsite or full store and follow the instructions to download your 3 songs. Should you need any assistance, please call 1-888-601-1616 or contact us online at www.timhortons.com/us/en/about/contact.php

 

What are Tims® Gamers?

When you register for RRRoll Up Replay!™, you become a Tims® Gamer and part of our contest community! Being a Tims® Gamer means you can use the same account log in for any Tim Hortons contest or promotion and you will no longer have to complete the full registration form.

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' favorite.

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.

Do I have to play the online game every day to win prizes?

No. However, playing every day gives you more opportunities to earn points which can increase the number of ballots you can receive for the RRRollout Prize Draw. You can also earn points by submitting a points request (see Official Contest Rules for details)

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!

Single Serve Coffee

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

Tim Hortons single serve beverages are available for 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

Our single serve products are also sold online through amazon.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.

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.

Environment

What is Tim Hortons policy on Palm Oil sourcing?

Please read our Palm Oil Souring Policy to learn more.

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.

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:

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.

Accessibility

Where do I find information about Tim Hortons Integrated Accessibility Policies and Multi-year Accessibility Plan?

This plan has been drafted in accordance with the Regulation and addresses how Tim Hortons achieves accessibility through meeting the Regulation's requirements. It provides the overall strategic direction that will be followed to provide accessibility supports to Ontarians with disabilities.

Click here for access to our Integrated Accessibility Standard Policies and Multi-Year Accessibility Plan.

TimmyMe™ App

Does it cost anything to download TimmyMe™?

No. TimmyMe™ is a free download and available through BlackBerry® World, iTunes App Store, Android Market® and the Windows 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 with the following operating systems for BlackBerry®:
BlackBerry® Q5, BlackBerry® Q10, BlackBerry® Z10 and BlackBerry® Z30 smartphones

TimmyMe™ is compatible with the following operating systems for iPhone:
iOS 4, 5, 6 on 5/4S/4/3GS on iPod Touch 4th generation.

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

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.

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.

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.

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

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

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 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.

Which restaurants support the BlackBerry 10 payment option?

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

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.

TimmyMe™ for iPhone

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.

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.

TimmyMe™ for Android

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.

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.

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.

TimmyMe™ for Windows

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.

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.

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

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

UP