FAQ

Customers who need additional information or assistance are encouraged to contact the Thymes Customer Experience team. Whether a question concerns a product, an order, a store location, a promotional offer, or another matter that may not be fully explained online, the support team is available to provide helpful guidance. Customers may reach the team by telephone at (142)924-1245 or by email at thymeusa@outlook.com. When submitting an inquiry, providing a name, email address, and daytime telephone number can help the team identify the request and respond more efficiently. Customer feedback and product suggestions are also welcomed, as these comments provide useful insight into customer preferences and future opportunities.

Thymes does not conduct animal testing on its products. Product safety is supported through careful ingredient selection and the use of preservatives that have an established history of cosmetic use. These ingredients are selected with product quality, stability, and consumer safety in mind. The preservation system helps maintain the condition and performance of products throughout their intended use while supporting appropriate product integrity.

Gift card services are currently unavailable through the website for both purchasing and redemption. Customers who still need assistance with an existing gift card can contact the Customer Experience team by telephone for further guidance. Support representatives can provide information about available options and help determine the appropriate next steps for individual situations.

Thymes products can be found through specialty retailers located throughout North America. Customers looking for a nearby retail location can use the store locator available through the brand’s website to identify participating stores. Individuals located outside North America who would like information about international retail availability may contact the customer support team by email for additional assistance.

Promotional pricing is subject to the individual terms associated with each offer. Unless an offer specifically states otherwise, multiple discounts cannot be combined during the same purchase. Promotional codes must be entered during checkout when required, and qualifying discounts cannot normally be applied retroactively to orders that have already been completed. Gift cards and previously purchased merchandise are generally excluded from promotional adjustments, while sale merchandise may also be excluded unless the applicable promotion clearly provides otherwise.

Some products are not eligible for promotional discounts. Exclusions may include selected Pura products, fragrance refills, the Thymes and Pura Frasier Fir Diffuser Kit, newly introduced merchandise, and specially assembled bundles. Customers should review the conditions attached to each promotion before completing a purchase because individual offers may contain different eligibility requirements. A discount available on one category or collection does not necessarily apply to every product displayed on the website.

Fragrance collections may change over time as older scents are retired and new compositions are introduced. Discontinuing a familiar fragrance can be disappointing for customers who have developed a personal connection with a particular scent, but fragrance collections naturally evolve. Some aromas remain available for many years, while others may eventually be removed to create room for new creative directions and seasonal offerings.

Thymes candles are formulated using a combination of essential oils and synthetic fragrance oils, along with food-grade paraffin wax and lead-free wicks. These components are selected to support the intended fragrance experience and candle performance. Customers interested in learning more about available candle varieties can explore the candle collection and review the information provided for individual products.

Laundry detergents from Thymes are suitable for use with high-efficiency washing machines. Customers using HE equipment can incorporate compatible Thymes laundry products into their normal washing routine while following the directions provided on the individual product packaging.

Ingredient information is provided for bath and body products to help customers make informed purchasing decisions. Detailed ingredient details can be found on the applicable product page by selecting the “View All Ingredients” option located beneath the product description. Reviewing this information before purchasing can help customers better understand the materials used in a particular formula.

Thymes products are formulated without gluten. However, the brand cannot guarantee that every product is manufactured in an environment that is completely free of wheat or gluten. Customers with specific ingredient concerns should carefully review the available product information and contact customer support when additional clarification is needed before making a purchase.

Customer creativity is welcomed, and Thymes encourages shoppers to share ideas for potential fragrances, product concepts, and future collections. Suggestions can be submitted through the customer service email address. Feedback from customers can help provide inspiration and identify new directions that may be considered for future product development.

Online payment information is protected through security measures designed to reduce the risk of unauthorized access. The website uses SSL encryption to help safeguard information transmitted during online transactions. Customers can review the company’s privacy and security information for additional details about the practices used to protect personal and payment data.

Thymes accepts several widely used credit card payment methods, including Visa, Mastercard, American Express, and Discover. Customers can select an available payment method during checkout and complete their purchase through the website’s secure payment process.

For questions that require personal assistance, the Customer Experience team is available Monday through Thursday from 8:30 am to 5:00 pm and on Friday from 8:30 am to 12:00 pm. Customers may contact the team by telephone at (142)924-1245 or send an email to thymeusa@outlook.com. Providing relevant contact details and a clear description of the issue can help representatives understand the request and provide an appropriate response as efficiently as possible.