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Frequently Asked Questions

Corporate Information

Is Tim Hortons a U.S. company?

Tim Hortons is no longer owned by Wendy's and is a stand-alone public company trading on the Toronto Stock Exchange and the New York Stock Exchange. Tim Hortons corporate head office is in Oakville, Ontario, Canada.

What is your mission statement?

Our guiding mission is to deliver superior quality products and services for our guests and communities through leadership, innovation and partnerships. Our vision is to be the quality leader in everything we do.

Can you share organization charts/company structure?

The head office for the Tim Hortons chain is located in Oakville, Ontario, Canada. Smaller regional offices are located across Canada and in the US. For more departmental and corporate information, please read more under About Us or Join Our Team. We unfortunately cannot share organizational charts.

Single Serve Coffee

What formats of single serve beverages are available from Tim Hortons?

Tim Hortons single serve beverages are available for TASSIMO® & Keurig®* K-Cup® single serve brewing systems

Where can I buy Tim Hortons Single Serve products?

Our Single serve products are available for purchase in participating Tim Hortons Restaurants as well as online through timhortons.com

What types of Single Serve beverages are available?

To find a listing of all of our take home beverages, including single serve, visit our merchandise section of the website.

Tim Card®

Where can I find more information about the Tim Card?

Please read our Tim Card FAQs.

Shareholder Inquiries

Is Tim Hortons listed on the stock market?

Tim Hortons is publicly traded on the Toronto Stock Exchange (TSX) and the New York Stock Exchange (NYSE) under the THI symbol. You can find shareholder and investor information on www.timhortons-invest.com.

How can I get a copy of your Annual Report?

If you would like to see our most recent annual report, including financial information about our company, click here.

Marketing & Advertising

I would like to submit an idea to Tim Hortons.

Tim Hortons is approached about many ideas, suggestions and new product concepts. Unfortunately, we are unable to accept unsolicited ideas. We rely entirely on our own advertising, research, marketing and product planning departments for the generation and development of new concepts. We thank you for thinking of us, but must decline to avoid the possibility of future misunderstandings.

Who is Tim Hortons competition?

Tim Hortons not only competes with the typical coffee and baked goods chains, but with all restaurants in the Quick Service category (burgers, subs, pizzas and so on).

Can you provide me with pricing for Tim Hortons products?

Tim Hortons offers a wide menu of "Always Fresh" food and beverages for our guests. Pricing at Tim Hortons restaurants across Canada and the US can vary slightly, so we suggest that you visit your nearest restaurant to get the appropriate prices in your area. Please use our Locator to find the restaurant(s) in your community.

Do you have discounts or coupons available for your products?

Tim Hortons does not participate in coupon or discounting programs as part of our national advertising strategy. Our focus is to offer our guests every-day, value-priced, quality products.

What advertising does Tim Hortons do?

On a chainwide basis, Tim Hortons advertises on television, radio, outdoor (billboards, transit shelters) and in some print vehicles (magazines). On a regional or restaurant basis, Tim Hortons may also utilize newspaper advertising.

Roll Up The Rim To Win

Why does Tim Hortons run the Roll Up The Rim To Win promotion?

The Roll Up The Rim To Win promotion, which was created in 1986, is run so that our restaurant owners can reward their loyal guests by giving them the opportunity to win millions of exciting prizes with the purchase of a hot beverage.

How many people win prizes during the Roll Up The Rim To Win promotion?

In 2010, Roll Up The Rim To Win winners received 40 Toyota RAV4's, 92 $10,000 Cash Prizes, 922 Toshiba Netbooks, 21,350 $100 Tim Cards, as well as millions of Tim Hortons food prizes, including coffee, donuts, muffins and cookies.

Do Roll Up The Rim To Win grand prize winners get to keep their vehicle?

Yes, all vehicles and all other Roll Up The Rim To Win prizes are awarded with full ownership to winners.

Donations & Sponsorship Requests

Does Tim Hortons provide corporate donations?

Tim Hortons is a proud member of the many communities in which we operate. Our Restaurant Owners and Corporate Offices are involved in countless local fundraisers and events including: Smile Cookie which raises funds for a local charity of choice; Timbits minor sports - sponsoring thousands of children through local sports leagues; free swims and skates for the entire family; food drives and more. We remain focused on our Tim Horton Children's Foundation and the involvement of our local Restaurants directly in their communities. We feel that this focus will provide the greatest impact, and therefore we do not accept unsolicited product or in-kind donation requests.

Learn more about our initiatives:

How can I get Tim Hortons to sponsor my event or team?

Tim Hortons believes in giving back to the communities in which we operate, on both a local and national level, by participating in events, such as community festivals, or partnering with groups, such as minor sports teams/leagues, that are important to the community as a whole. For this reason Tim Hortons does not sponsor individuals or those representing religious groups or political affiliates, book endorsements or traveling sports teams.

You must include the following information in order to be considered for sponsorship:

  • Full name of the organization, address, daytime telephone and fax numbers, and a contact person's name.
  • National, provincial, or local affiliations.
  • Charitable registered number if applicable.
  • A brief history of the organization, its purpose, the significance of its work, who benefits from it and the geographic area it serves (100 words or less).
  • Description of the specific project or program for which sponsorship is sought.
  • Description of what the funds raised will be used for.
  • If requesting sponsorship of an event, the expected attendance of the event.
  • Is the event local or national? Is this an annual event?
  • What sponsorship level are you offering Tim Hortons?
  • What are the benefits of participation to Tim Hortons (i.e. Media, Signage)?
  • What type of support you are requesting from Tim Hortons (financial or product sponsorship)?
  • Any additional information

You may submit your written sponsorship proposal by fax or mail to the Marketing Department in the appropriate regional office or email sponsorships@timhortons.com at least 12 weeks prior to your event. We are very fortunate to receive such a great deal of worthy proposals, however we can not say yes to all requests. Please allow 4 - 6 weeks to process your request.

Can I approach my local Tim Hortons for a donation?

Many Tim Hortons restaurant owners are involved in their community and proud to support a variety of programs and events on both a local and regional level. Almost 95% of Tim Hortons locations are owned and operated by independent business people, so the final decision to donate is up to the restaurant owner.

Franchising Information

I would like some information about a Tim Hortons Franchise in Canada.

Please visit our Canadian Franchising section for a comprehensive list of frequently asked questions as well as additional information pertaining to Tim Hortons franchises in Canada.

I would like some information about a Tim Hortons Franchise in the USA.

Please visit our US Franchising section for a comprehensive list of frequently asked questions as well as additional information pertaining to Tim Horton franchises in the USA.

Tim Hortons Coffee Partnership

What is Tim Hortons approach to Fair Trade coffee?

Learn more about Tim Hortons Coffee Partnership and its unique approach to making a true difference in coffee growing communities.

Environment

What is Tim Hortons doing to deal with litter?

At Tim Hortons, we are aware of the environmental impacts of our packaging and waste materials. We are attempting to deal with the litter issue in a variety of ways:

  • We have anti-litter messages on all of our packaging items, including a "Do Not Litter" message on all of our take-out cups. Sadly, many people do not pay attention to these messages but we continue to work with other members of our industry to tackle the litter problem in a meaningful and effective way.
  • To ensure a clean community many Tim Hortons restaurants sponsor local clean up events and activities in their communities.
  • We have waste reduction strategies to try and combat litter from its source. Tim Hortons is one of the few quick service restaurants to offer china mugs, plates and bowls to guests eating in our restaurants. This helps to reduce paper waste being created in the first place.
  • All Tim Hortons restaurants sell reusable Tim Mugs. And while a Tim Mug may not be a practical solution for all guests it does provide a good alternative. The incentive for purchasing a Tim Mug is that the first coffee is free (coupon included inside the Tim Travel Mug) and each refill gets a 10 cent discount (hot beverage discount applies to any travel mug fill).

Can the Tim Hortons cup be recycled?

Yes the cup can be recycled but it is not accepted for recycling everywhere at this time. We currently have programs in a number of our restaurants across Canada where we capture our paper cup (and other packaging) for recycling or composting. The number of locations where we offer instore recycling continues to grow as we work with local waste management companies to expand our program. Please check your local Tim Hortons for a cup (and other packaging) recycling program. Also check your local residential recycling/composting program to see if paper coffee cups are an acceptable item.

Do I get a discount when I use a travel mug?

Yes, guests get a 10 cent discount when they bring in their TimMug or other travel mug. Guests who dine in the restaurant are served their beverage in a china mug

Accessibility

How accessible are your restaurants for persons with disabilities?

At Tim Hortons, we try to make our restaurants welcoming to all of our guests. Over the years, we have continually improved accessibility in our restaurants - for example, our seating is no longer affixed to the tables, allowing chairs to be moved out of the way when necessary. All of our new restaurants have accessible parking spaces, wheelchair ramps, and accessible washrooms for people with disabilities.

How do I obtain information on Tim Hortons accessible guest service policy and procedures under the Accessibilty for Ontarians with Disabilities Act (AODA)?

You can read the Tim Hortons accessible guest service policy and procedures on accessibility training, service disruptions, and feedback here.

Coffee

Where does Tim Hortons get its coffee beans from?

Tim Hortons uses a premium blend of 100% Arabica beans from several of the world's renowned coffee-producing regions. Tim Hortons coffee is served within 20 minutes of brewing or it's not served at all. It's that quality and focus on "Always Fresh" that we think makes Tim Hortons coffee our guests' favorite.

Where can I get general information about coffee, the roasting process, etc.?

If you want to learn more about coffee and the coffee industry, a great resource is the Coffee Association of Canada's website at www.coffeeassoc.com. You can find out about the history of coffee, the roasting process, coffee terminology and more.

Is there nicotine or MSG in Tim Hortons coffee?

This urban myth is just that...a myth!

Tim Hortons guests expect and deserve high quality coffee that is always fresh and consistent, along with fast, efficient service and all at a good value. Tim Hortons would like to clearly state that there is absolutely NO nicotine or MSG in our coffee. Tim Hortons coffee has NO ADDITIVES whatsoever. It is made only from a blend of the highest quality premium Arabica beans from several different coffee growing countries.

Tim Hortons decaffeinated coffee also contains no additives. It is decaffeinated through what is called the Swiss Water method, which is the purest manner of removing caffeine from the coffee. Tim Hortons believes that our focus on quality, service and value, is what keeps our guests coming back for more!

Will Tim Hortons get involved in single cup coffee or brewers?

The Single Cup coffee market continues to grow in North America. As the coffee leader in Canada, Tim Hortons continues to explore new and exciting ways to provide our guests with their favourite coffee. At this time, Tim Hortons Premium Blend Coffee is available in convenient resealable cans in such varieties as Fine Grind, Decaf and Coarse Grind.

Other Products

Why do some restaurants sell certain donuts and others don't?

In order to maintain consistency across our chain, there are a number of "Required Products" that every restaurant must offer, including guest favourites like Boston Cream and Apple Fritter. However, a list of "Optional Products" allows our restaurants to customize what they offer based on their specific guests' feedback and preferences. That is why you may see certain types of baked goods at one restaurant and not at another.

How are your donuts and other baked goods made?

Tim Hortons donuts and baked goods are prepared at our bakery in Brantford, Ontario, Canada. Prior to serving, they are baked and finished (with fillings and/or glazes/icings) at your neighbourhood Tim Hortons restaurant. Team members can bake in small batches throughout the day, so that guests should find their favourite products on the shelf more often. We believe this baking system offers our guests the best product, each and every time.

Guest Feedback

I had a good/bad experience at one of your restaurants. What should I do?

Either way, we recommend that you speak with the restaurant owner or manager right away. If necessary, please feel free to contact our Guest Services department. A representative from our customer service department will respond to your request as soon as possible. We appreciate your feedback!

TimmyMe™ for BlackBerry® 10

What is Near Field Communications (NFC) technology?

NFC is short-range wireless link; a radio-frequency identification (RFID) technology that transfers small amounts of data between two devices held a few cm apart. Tapping takes payment through your phone App. Essentially the SIM card is the smart card identifying your account to the network.

Does it cost anything to download TimmyMe™?

No. TimmyMe™ is a free download and available through BlackBerry® World. Please note that in the absence of a WiFi connection, the TimmyMe™ application uses your cellular network connection to access and download content. Please check with your carrier to see if you will be charged for usage, especially while traveling. See Terms of Use for more details.

What devices does TimmyMe™ work on?

TimmyMe™ is compatible with the following operating systems for BlackBerry®:

BlackBerry® Q5, BlackBerry® Q10, BlackBerry® Z10 and BlackBerry® Z30 smartphones

How do I update my existing TimmyMe™ app?

If you have previously installed the BlackBerry® version of TimmyMe™, you will be automatically prompted to update the app.

The app is not working for me, what should I do?

If your mobile device is issued by your employer, some TimmyMe™ functionality may be affected by policies in place on your company's enterprise server configuration. Please contact your IT department for assistance or Contact Us.

Which restaurants support the BlackBerry 10 payment option?

Most restaurants are compatible with NFC Tim Card Payments. Please find a participant restaurant here.

Is there a limit on how much I can load on my Tim Card that is loaded to my BlackBerry?

The limit on the mobile phone is the same limits as the traditional plastic Tim Card.

How do I use my BlackBerry to pay for my order?

You must be logged into your Tim Card account on your BlackBerry. Advise the team member you will be paying with your Tim Card. Once they instruct you to go ahead; select the Pay Now button on your Tim Card and tap the back of the phone on the Pin Pad.

Which BlackBerry devices are supported? Is it only available on specific carriers?

All BlackBerry 10 devices running OS 10.2 or greater are compatible (Q5, Q10, Z10 and Z30). There is no restriction by carrier.

I tapped the front of my phone but it didn't work. How come?

The NFC chip in the BlackBerry is located on the back part of the device. Please ensure you tap the back of the phone to use the Tap to Pay technology.

I tapped the back of my phone but the team member told me it didn't work.

Ask the team member to try and process your Tim Card payment again. Click on the back button and then click Pay Now to tap the phone again.

I don't see the Pay Now feature on my Tim Card screen.

Ensure you have downloaded the latest TimmyMe app and you have a BlackBerry 10 running OS 10.2 or higher.

Do I have to keep my plastic Tim Card once I register it on my phone.

We recommend you always keep a copy of your Plastic Tim Card as reference however you will not need it if you are paying with your Blackberry 10.

TimmyMe™ for iPhone

Does it cost anything to download TimmyMe™?

No. TimmyMe™ is a free download and available through the iTunes App Store. Please note that in the absence of a WiFi connection, the TimmyMe™ application uses your cellular network connection to access and download content. Please check with your carrier to see if you will be charged for usage, especially while traveling.  See Terms of Use for more details.

What devices does TimmyMe™ work on?

TimmyMe™ is compatible with the following operating systems for iPhone:

iOS 4, 5, 6 on 5/4S/4/3GS on iPod Touch 4th generation.

How do I update my existing TimmyMe™ app?

For iPhone users, we have replaced the app, so you will need to uninstall the current version of the app and install the new version of TimmyMe™ from the iTunes App Store.

Which restaurants support the iOS barcode payment option?

At this moment iOS barcode payment option is available at select restaurants. Please find a participant restaurant here.

Is there a limit on how much I can load on my Tim Card that is loaded to my iPhone App?

The limit on the mobile phone is the same limits as the traditional plastic Tim Card.

How do I use my iPhone barcode to pay for my order?

You must be logged into your Tim Card account. Advise the team member you will be paying with your Tim Card. Once they instruct you to go ahead; select the Tap to Pay button on show your barcode. Place the barcode beneath the barcode reader.

I downloaded the new TimmyMe app but when I log into my Tim Card it says "Coming Soon".

At this time; mobile payment on iOS platform is in a pilot. If it states coming soon then you are not within the pilot location. Most restaurants will be coming soon.

Do I have to keep my plastic Tim Card once I register it on my phone?

We recommend you always keep a copy of your Plastic Tim Card.

TimmyMe™ for Android

Does it cost anything to download TimmyMe™?

No. TimmyMe™ is a free download and available through the Android Market®. Please note that in the absence of a WiFi connection, the TimmyMe™ application uses your cellular network connection to access and download content. Please check with your carrier to see if you will be charged for usage, especially while traveling. See Terms of Use for more details.

What devices does TimmyMe™ work on?

TimmyMe™ is compatible on OS 4.0.x on Android smartphones

How do I update my existing TimmyMe™ app?

If you have previously installed TimmyMe™, you will be automatically prompted to update the app.

Which restaurants support the Android barcode payment option?

At this moment Android barcode payment option is available at select restaurants. Please find a participant restaurant here.

Is there a limit on how much I can load on my Tim Card that is loaded to my Android App?

The limit on the mobile phone is the same limits as the traditional plastic Tim Card.

How do I use my Android barcode to pay for my order?

You must be logged into your Tim Card account. Advise the team member you will be paying with your Tim Card. Once they instruct you to go ahead; select the Tap to Pay button on show your barcode. Place the barcode beneath the barcode reader.

I downloaded the new TimmyMe app but when I log into my Tim Card it says "Coming Soon".

At this time; mobile payment on Android platform is in a pilot. If it states coming soon then you are not within the pilot location. Most restaurants will be coming soon.

Do I have to keep my plastic Tim Card once I register it on my phone?

We recommend you always keep a copy of your Plastic Tim Card.

My Android device has an NFC chip can I pay with NFC?

At this time; we do not have NFC payment available for Android. However for Android 4.4 and above NFC payment will be coming soon.

What devices does TimmyMe™ work on?

TimmyMe™ is compatible on Windows and Windows Phone 8+

How do I update my existing TimmyMe™ app?

If you have previously installed TimmyMe™, you will be automatically prompted to update the app.

Which restaurants support the Windows barcode payment option?

At this moment Windows barcode payment option is available at select restaurants. Please find a participant restaurant here.

Is there a limit on how much I can load on my Tim Card that is loaded to my Windows App?

The limit on the mobile phone is the same limits as the traditional plastic Tim Card.

How do I use my Windows barcode to pay for my order?

You must be logged into your Tim Card account. Advise the team member you will be paying with your Tim Card. Once they instruct you to go ahead; select the Tap to Pay button on show your barcode. Place the barcode beneath the barcode reader.

Do I have to keep my plastic Tim Card once I register it on my phone?

We recommend you always keep a copy of your Plastic Tim Card.

TimmyMe™ for Windows

Does it cost anything to download TimmyMe™?

No. TimmyMe™ is a free download and available through the Windows Phone Store. Please note that in the absence of a WiFi connection, the TimmyMe™ application uses your cellular network connection to access and download content. Please check with your carrier to see if you will be charged for usage, especially while traveling. See Terms of Use for more details.

What devices does TimmyMe™ work on?

TimmyMe™ is compatible on Windows and Windows Phone 8+

How do I update my existing TimmyMe™ app?

If you have previously installed TimmyMe™, you will be automatically prompted to update the app.

Which restaurants support the Windows barcode payment option?

At this moment Windows barcode payment option is available at select restaurants. Please find a participant restaurant here.

Is there a limit on how much I can load on my Tim Card that is loaded to my Windows App?

The limit on the mobile phone is the same limits as the traditional plastic Tim Card.

How do I use my Windows barcode to pay for my order?

You must be logged into your Tim Card account. Advise the team member you will be paying with your Tim Card. Once they instruct you to go ahead; select the Tap to Pay button on show your barcode. Place the barcode beneath the barcode reader.

Do I have to keep my plastic Tim Card once I register it on my phone?

We recommend you always keep a copy of your Plastic Tim Card.

My Window device has an NFC chip can I pay with NFC?

At this time; we do not have NFC payment available for Windows.

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