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
- 1-866-473-0017
- guestservices@mythorntons.com
- Monday – Friday, 8:30am – 4:30pm EST
FAQ
To contact guest services, please email guestservices@mythorntons.com or for more immediate service,
please call 1-866-473-0017 8:30am – 4:30pm EST, 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.