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FAQs



Our FAQ page answers some common questions we’ve heard from you.

Please, if there’s anything we haven’t answered here, you’re welcome to contact us: 1-800-366-4071; email cs@thymes.com. Our Customer Experience Specialists are extremely knowledgeable about our products, and they’ll be happy to research what they can’t readily answer. We’re always happy to hear from you!

Does Thymes test on animals?

We at Thymes do not test products on animals. We guarantee the safety of our products by using ingredients that have been used reliably for many years, along with effective amounts of preservatives common in cosmetics. These preservatives are non-toxic and non-irritating, helping to safeguard the quality of the products you buy.

Can I buy Thymes products in my area?

Thymes products are sold in specialty retailers throughout North America. Please visit our store locator to find a store near you. For international retailer inquiries, please email us at cs@thymes.com

Can I check the balance on my gift certificate?

Yes. Simply go to the Gift Certificates page and enter your serial number and password in order to check your balance.

Can I use multiple discounts or promotional offers on a single order

Promotional offers and discounts cannot be combined with one another unless otherwise specified within the promotional offer.

Offers available only online at www.thymes.com. Not available at independent THYMES retailers. Not valid on previous purchases or gift certificates. May not be combined with any other discount. Promotions do not apply to sale products. If there is a promo code, you must enter the promo code during checkout to receive the discount offer applied to your order.

Why can’t I find the fragrance I’m looking for?

As times and tastes change, Thymes does occasionally retire fragrances to make room for exciting new collections. It is always hard to retire a fragrance when we know there are still happy users out there making it part of their day. We have learned over the years that every fragrance has a life span and some are longer than others.

Do you have a catalog?

Yes, you can download it here. You can also download our order form which contains the product listing and pricing information.

What are your candles made of?

Thymes candle fragrances are composed of a blend of essential and synthetic oils. We use 100% food-grade paraffin wax and our wicks contain no lead. You can view our candles on our candle page.

Where can I view the ingredients before I purchase?

Each bath and body product has an ingredient list that can be found on the website. On each product page, look for the “View All Ingredients” link following the product description.

Are your products gluten free?

Yes, Thymes products are gluten free; however, we cannot guarantee that they are manufactured in a wheat- or gluten-free facility.

Why can’t I get the pump to work on my hand wash/hand lotion?

Some of our pumps open a little differently from other pumps, and sometimes the mechanism needs to be reset if it loosens on the bottle. If the pump does not operate: Unscrew the top from the bottle, lift it up just a bit, then replace the top. Be sure to screw on the top tightly; if it’s a little loose, the pump won’t open. Then twist the pump left or right until you feel a click; a quarter turn should do. Once it clicks open, push the pump to dispense the product. To lock the pump for travel, simply swing it counterclockwise.

How can I tell you about my idea for a new fragrance or product?

We would love to hear from you! Please feel free to email your ideas to cs@thymes.com.

Is my credit card information secure online?

Yes, we use SSL (Secure Socket Layer) encryption to ensure that the information is safe from anyone trying to intercept it. For more security information, please visit our Privacy and Security statement.

What credit cards can I use to purchase products?

We accept VISA, MasterCard, American Express, and Discover.

Can I return my Thymes purchase?

Yes. If for any reason you are not satisfied, we are happy to exchange it or refund the credit card used for the purchase. Returns and exchanges must be made within 30 days of shipment. Once we have received the returned product, please allow 10 – 14 business days to process the transaction.

  1. Contact our Customer Experience Department at 800-366-4071. Our team is available Monday through Thursday 8:30 am - 5:00 pm and Friday 8:30 - Noon CST. Or email us at cs@thymes.com. You will receive a return authorization number (RA) by a Customer Experience Specialist. Please write the RA number on the packing slip.
  2. Return the product, in Thymes packaging if possible, along with the original packing slip, RA # and statement of your preference for credit or exchange using the return label below or your own label to:
    Thymes
    Returns RA# ___________
    629 9th Street SE
    Minneapolis, MN 55414
  3. When sending your return, ship the package via an insured courier (UPS, FedEx) or with delivery confirmation through USPS. Keep your shipment receipt in case the package is damaged or lost in transit. Thymes cannot guarantee a credit or replacement for your return without confirmation of delivery to us.

Please note, if the product was not purchased from Thymes, we recommend that you return it to the original place of purchase. If not, a receipt is required and we will exchange the item for a new item of equal value.

THYMES 60-Day Satisfaction Guarantee

At The Thymes, LLC, we stand behind our products and quality controls. If for any reason you are not satisfied with a Thymes product you purchased from Thymes or one of our authorized sellers, you may request a refund or replacement product. Please note that because we are unable to control the quality of our products sold by unauthorized sellers, unless otherwise prohibited by law, the Thymes 60-Day Satisfaction Guarantee is not available for products purchased from unauthorized sellers. The Guarantee is also limited to the original, end-user purchaser.

How to Claim the Guarantee

To submit a Guarantee request, please call one of our experts at 1-800-366-4071 and have information available regarding where and when you purchased your product. If your request is approved, you will then need to mail your Thymes product, a proof of purchase, and your Guarantee approval confirmation number to:

Thymes
629 9th Street SE
Minneapolis, MN 55414

You must submit your Guarantee request within 60 days of the date of purchase. Please note that you are responsible for costs incurred in mailing your product and proof of purchase.

Guarantee Guidelines

Thymes reserves the right to verify information, require a valid proof of purchase, and to deny Guarantee requests in its discretion in cases of suspected fraud or if customer has abused the Thymes 60-Day Satisfaction Guarantee.

If you have any questions regarding whether a seller is an authorized Thymes seller, please contact us at 1-800-366-4071.

Need more help?

Customer Experience hours are from 8:30 a.m. to 5:00 p.m. Central Standard Time, Monday through Thursday and Friday, 8:30 a.m. to Noon.

Phone: 1-800-366-4071
Email: cs@thymes.com

Please include your name, email address and daytime phone number.


Tax Information

We are required by law to collect state sales tax on orders being shipped to the following states and provinces - AL, AR, AZ, CA, CO, CT, DC, FL, GA, HI, IA, ID, IL, IN, KS, KY, LA, MA, MD, ME, MI, MN, MO, MS, NC, ND, NE, NJ, NM, NV, NY, OH, OK, PA, RI, SC, SD, TN, TX, UT, VA, VT, WA, WI, WV, WY, AB, BC, MB, NB, NL, NS, NT, NU, ON, PE, QC, SK, and YT.

If you have further questions regarding sales tax, please contact Customer Service department at 1-800-366-4071.

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Shipping Information

U.S. shipping is complimentary on orders of $50 or more.
Flat Rate Shipping for Domestic U.S. orders under $50 is $6.95.
Flat Rate Shipping to Canada is $29.95.
For more shipping information, visit our shipping page.

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