Your Safety is Our Priority

An Updated Message from Simon Richards, President & CEO

August 3, 2020

Dear Valued guest:

You can always count on your favorite Thorntons stores to be open 24/7 for your on-the-go shopping needs and we are honored to be the place you choose to stop. Thorntons Cares and we remain committed to taking measures to keep our stores safe for everyone.

The CDC and other health experts continue to encourage cloth face coverings as an essential tool to fight against COVID-19. That’s why since April, our Team Members and Vendor Partners have been wearing face coverings. Now we are asking all Thorntons Guests to wear face coverings when shopping our stores. Please join us in taking this important step to keep everyone safe and to help #StopTheSpread. Guests with a medical condition that prevent them from wearing a face covering are exempt from this requirement. In addition, children under the age of 5 are exempt except in jurisdictions where the age exemption is younger by Executive Order.

Thorntons is an essential business and we couldn’t operate without our essential Team Members. I personally want to thank our Team for their tireless work to keep our stores clean, safe, and stocked to serve you. I hope you will join me in thanking your favorite Thorntons Team Members the next time you stop into your local Thorntons store.

Thank you for choosing Thorntons! Our smiling Team Members are here and ready to serve you 24/7.

Be well,

Our Safety Measures

We are proud to practice these safety measures so you can shop with confidence any time, day or night.


Thorntons Team Members have increased the frequency of cleaning and disinfecting all high touch areas with powerful, but food safe, cleaners. Frequent and proper handwashing and sanitizing are also a priority.

Team Members, Guests, and Vendor Partners are required to wear CDC advised face coverings.

We’ve placed hand sanitizer dispensers at our entrances and at every checkout for your use and your peace of mind.


Social distancing is now a way of life at Thorntons. Safety messages are posted at our entrances encouraging Guests to practice social distancing while shopping.

We’ve installed floor decals to separate Guests by the recommended 6 feet and have Plexiglas shields at checkout. In some locations, we regulate the number of Guests that are in a store at one time.


We are proud to be the first U.S fuel retailer to offer GripHero hand protectors at our fuel pumps.

Award-winning GripHero hand protectors are anti-static, biodegradable, and safe to use around fuel for extra cleanliness and to minimize contact while pumping gas.

Stop into your local Thorntons and fuel up with a GripHero hand protector for a little extra peace of mind.


For fast and easy service, we encourage you to take advantage of secure contactless and mobile payment methods at the register.

Self-checkout, where available, provides another option for you to safely and quickly checkout while minimizing contact.


We continue to offer the same great
food and beverages that we know make Thorntons your favorite destination
when you’re on-the-go.

Following the advice of health departments, we’ve paused allowing the use of refillable cups and offering some self-serve products. These items may be available pre-packaged for your convenience and we will be back to usual as soon as possible.


Everyone Counts at Thorntons and caring for our Team Members is a top priority. We’ve introduced several initiatives to support our Team including:

  • Paid time off for Team Members diagnosed with a COVID-19 related illness
  • Dedicated COVID-19 hotline with free access to telemedicine services
  • Employee Assistance Program for Team Members and families

COVID-19 Frequently Asked Questions

Updated 8/3/2020

We are committed to caring for our Guests and our Team Members and to keeping our stores safe and operational during this uncertain time. Thorntons provides an essential service and our stores will proudly remain open 24/7 to provide fuel and other basic needs to serve our Guests – especially Emergency Service Providers, health care workers, and other essential workers. We are taking many additional precautions to protect the safety and well-being of all Guests and Team Members. Please read on to learn more. Should you have additional questions, please call our Guest Services team Monday through Friday 8 AM to 5 PM EST at 1-866-473-0017 or email We thank you for your patience and understanding for the additional measures being taken to enhance the store environment and apologize should your favorite Thorntons product or Guest offer be temporarily unavailable. We will restore our full offer at the earliest opportunity. In the meantime, we do commit as always to a clean and welcoming store experience.

The safety and well-being of our Guests and Team Members remain a top priority. A dedicated team of company leaders led by our Director of Health, Safety, Security, and Environment is working diligently around the clock to assess and respond to the needs of our people and our business. This team is monitoring and responding quickly to recommendations and mandates from the Centers for Disease Control and Prevention (CDC), local and state governments, and local health departments and communicating necessary changes to the business as needed. Additionally, we communicate at least twice weekly—and more frequently when needed—with our store teams to educate and implement changes to our daily operations based on these recommendations.

We require our Team Members to wear a face covering while at work—either their own or one provided by Thorntons—and we are now extending this requirement to our Guests and Supply Partners. For everyone’s safety, face coverings must be worn in our stores—even in locations where it’s not mandated by Executive Order. Guests with a medical condition that prevent them from wearing a face covering are exempt from this requirement. In addition, children under the age of 5 are exempt except in jurisdictions where the age exemption is younger by Executive Order.

We are increasing our already high standards in our daily store operations. Our measures currently include the following actions.

  • We’ve increased the frequency of our already vigilant cleaning and disinfecting procedures, including cleaning and disinfecting counters, pin pads, pumps, and other frequently touched surfaces.
  • We consistently reinforce the importance of proper and frequent handwashing.
  • We are proud to be the first U.S. retailer to offer GripHero hand protectors at our fuel pumps. They are anti-static, biodegradable, and safe to use around fuel for extra cleanliness and to minimize contact while pumping gas.
  • We placed hand sanitizer pumps at our registers for Guest and Team Member use. We also added two hand sanitizer stands per store which are available by our doors and bathrooms as space allows.
  • We adopted Social Distancing requirements to limit close contact of Team Members, Supply Partners, and Guests.
  • We posted prominent front door signage, added floor decals, included a message on our check-out screens, and continue to air messages on our in-house radio to encourage Guests to practice Social Distancing while visiting our stores.
  • We added temporary Plexiglas screens at our registers to assist in social distancing during payment.
  • We are minimizing touchpoints at the register by accepting contactless payment, temporarily suspending Guest signatures on receipts for transactions over $50, and inspecting IDs through the Plexiglas screen. Our Guest facing screens include messaging around contactless payment and asking Guests to bag their own items.
  • We temporarily paused the use of personal refillable cups and we replaced our coffee stir sticks with a plastic-wrapped stick.
  • We temporarily suspended offering our highly popular fresh Roller Grill condiment bar and self-serve ice cream in some locations. They’ll be back as soon as possible.
  • We added temporary front door signage to help stop the spread of the virus by asking that Guests who are sick or who have been sick in the last 24 hours not to enter the store.
  • We continue to work closely with our Supply Partners to ensure available stock of products in our stores and safe practices during delivery of those items.
  • We established a Thorntons Coronavirus Hotline to report illness, exposure, and recent travel and we encourage our Team Members to stay home if they are feeling sick.

Thorntons has always followed thorough cleaning and disinfecting procedures at regular intervals throughout each shift. Since the COVID-19 outbreak, our Team has increased the frequency of cleaning and disinfecting all touchpoints and surfaces. This includes gas pumps, registers, pin pads, Guest facing screens, coin dispenser cups, all self-checkout registers, counters, dispensed and coffee areas, hot plate, doors, handles, restrooms, and other areas. We have dedicated store labor to complete these additional tasks throughout the day.

Convenience stores are an essential service because we provide food and gas. That means we will remain open 24/7 to serve our Guests — especially Emergency Service Providers, health care workers, and other essential workers who are serving our communities during this time.

Everyone Counts at Thorntons. We care about our Team Members and their families and we continue to support them during this uncertain and challenging time. We do not underestimate the hardship that situations like this could have on our valued Team Members.

We want to make it easy for our Team Members to do the right thing and stay home when they are sick. So, we established the Thorntons Coronavirus Hotline for illness, exposure and travel reporting and advice. Our qualified Hotline Team guides Team Members through the process, including providing access to a virtual doctor for consultation and treatment, if needed. If a Team Member does not have medical insurance, Thorntons will pay for the consultation. And if a Team Member needs to be off work for a COVID-19 related illness, he/she will qualify for our newly introduced extra paid time off benefit.

In our regular communications to our Team, we share physical and mental Wellness tips and resources to help our Team focus on ways they can be well and stay well. And, we continue to encourage our Team Members and their families to tap into our fully funded Employee Assistance Program (EAP) for education, awareness and counseling services on a wide variety of topics.

The health and safety of our Team Members and our Guests is a top priority. We are working hard to implement and maintain measures to help prevent the spread of the virus. However, in the event that a Team Member becomes ill with the virus, we will act quickly to support our Team Member and to restore a clean and safe environment in the store.

Out of an abundance of caution, we would:

  • Temporarily close the store to have a professional third party specialist thoroughly disinfect the store based on recommendations from the CDC;
  • Notify store Team Members and other partners of the possible exposure; and
  • Have each Team Member in that store consult with the Thorntons Coronavirus Hotline.

The store would re-open when it is clean and able to be fully staffed. We apologize for any inconvenience should your local Thorntons have to be temporarily closed for additional cleaning.

The perfect gift for someone on the go!

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