We'd Love To Hear From You

At Thorntons, we provide our Guests with nothing but the best. Have a question, comment, or concern? Email us and we’ll rev our engines for a speedy response. You can also call us for a more immediate conversation.

Contact Guest Services

FAQ

To contact guest services, please email guestservices@mythorntons.com or for more immediate service,
please call 1-866-473-0017 8am – 5pm Eastern time, Monday – Friday.

Refreshing Rewards

For Refreshing Rewards related questions, click here.

Transactions

  • Thorntons does not place a hold on your funds. Any hold on funds is dictated by your bank or card issuer.
  • When you swipe the card at the pump, your bank is not sure how much you are purchasing, so a pre-authorization/hold is posted until the transaction is completed. Preauthorization is needed so the bank can make sure the debit/credit card account is active and you have appropriate funds.
  • Once your bank has processed the actual transaction, your bank will post the correct amount for the transaction (Preauthorization holds can range from $1.00 to $100.00, normally $75.00 by Visa, $100.00 by Discover/American Express/MasterCard).
  • If the transaction was cancelled in most cases it can take up to 3-5 business days for the hold to be released. However, it may be longer depending on the terms and conditions of your bank.
  • If you believe you were overcharged and are requesting a refund, please contact our Guest Services team by emailing guestservices@mythorntons.com or for more immediate service, please call 1-866-473-0017 during regular business hours. Include the following information: store number or location address, date of transaction, the amount of purchase, and the last 4 digits of the debit or credit card used. We will review the transaction details and contact you.
  • Once confirmed, refunds can take up to 3-5 business days before funds are posted to your account.

 

 

If you need a copy of your receipt, please contact our Guest Services team by emailing guestservices@mythorntons.com or for more immediate service, please call 1-866-473-0017 during regular business hours. Include the following information: store number or location address, date of transaction, the amount of purchase, and the last 4 digits of the debit or credit card used. We will review the transaction details and reply back with a copy of the receipt.

Pump First - Florida Stores Only

You can take advantage of the Pump First fuel rewards and the convenience of fueling up first in order to save time without having to wait for the pump to be authorized. You can also benefit from not having to come back inside to receive a prepay refund.

Note: Pump First is available in Florida stores only.

You need to have a registered Refreshing Rewards account in order to participate. 

Note: Pump First is available in Florida stores only.

You can register a physical card or digital card. You can download the Refreshing Rewards app on the iTunes Store or Google Play Store, or register using refreshingrewads.com. You can also visit your nearest Thorntons location for a keychain but please make sure to register it online! 

Note: Pump First is available in Florida stores only.

You have the ability to either swipe your Refreshing Rewards card, or enter in your phone number (alternative ID) at the pump in order to authorize the pump outside. 

Note: Pump First is available in Florida stores only.

Please proceed inside the store and pay for your fuel as you normally would. 

Note: Pump First is available in Florida stores only.

You can use your family member’s Refreshing Rewards account to participate in Pump First, but are urged to create your own Refreshing Rewards account in order to take advantage of special offers and discounts that pertain to you! 

Note: Pump First is available in Florida stores only.

You should proceed to prepay and visit the Refreshing Rewards app or refreshingrewards.com to make sure your account information is correct. You can also reach out to our Guest Services team Mon-Fri 8am-5pm at 1-866-473-0017 

Note: Pump First is available in Florida stores only.