Frequently Asked Questions

Corporate Information
• What is your mission statement?
• Can you share organization charts/company structure?

Investor Relations

• Is Tim Hortons listed on the stock market?
• How can I get a copy of your Annual Report?

Marketing & Advertising

• I would like to submit an idea to Tim Hortons.
• Who is Tim Hortons competition?
• Can you provide me with pricing for Tim Hortons products?
• Do you have discounts or coupons available for your products?
• How can I purchase Tim Hortons Gift Certificates?
• What advertising does Tim Hortons do?

Roll Up The Rim To Win

• Why does Tim Hortons run the Roll Up The Rim To Win promotion?
• How many people win prizes during the Roll Up The Rim To Win promotion?
• Do Roll Up The Rim To Win grand prize winners get to keep their vehicle?

Donation & Sponsorship Opportunities
• How can I get Tim Hortons to donate to my not for profit event?
• How can I get Tim Hortons to sponsor my event or team?
• Can I approach my local Tim Hortons for a donation?


Franchising Information
• I would like some information about a Tim Hortons Franchise in Canada.
• I would like some information about a Tim Hortons Franchise in the USA.

Fair Trade Coffee

• Does Tim Hortons have fair trade coffee?

Environment
 What is Tim Hortons doing to deal with litter?

Accessibility

 How accessible are your stores for persons with disabilities?

Coffee
 Where does Tim Hortons get its coffee beans from?
• Where can I get general information about coffee, the roasting process, etc.?
• Is there nicotine or MSG in Tim Hortons coffee?

Other Products
Why do some stores sell certain donuts and others don't?
How are your donuts and other baked goods made?

Customer Feedback
• I had a good/bad experience at one of your stores. What should I do?

What is your mission statement?

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

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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.

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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.

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How can I get a copy of your Annual Report?

If you would like to see our 2006 financial information and financial information about our company, click here.

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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.

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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).

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Can you provide me with pricing for Tim Hortons products?

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

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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 customers every-day, value-priced, quality products.

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How can I purchase Tim Hortons Gift Certificates?

To purchase small amounts of Tim Hortons Gift Certificates, please visit your local Tim Hortons store.

For information on how to purchase a large amount of Canadian Gift Certificates (at least $200 or more), please review our Frequently Asked Questions. For U.S. Gift Certificates, please contact our Regional Office in Dublin, Ohio.

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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 store basis, Tim Hortons may also utilize newspaper advertising.

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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 store owners can reward their loyal customers by giving them the opportunity to win millions of exciting prizes with the purchase of a hot beverage.

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

In 2006, we gave away 26 Toyota RAV4 Sport, 89 Panasonic Plasma Televisions, 458 cash prizes of $1,000 and 8,988 Broil King barbecues, as well as millions of Tim Hortons food prizes including coffee, donuts, muffins and cookies.

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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.

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How can I get Tim Hortons to donate to my not for profit event?

For 40 years, Tim Hortons has practiced a philosophy of giving back to the communities in which we operate. Tim Hortons store owners support a variety of local fundraising initiatives in their communities. As a chain, we try to focus on helping children and supporting fundraising events for non-profit organizations by donating donuts or Timbits, prizes or gift certificates. Tim Hortons does not provide cash donations.

You must include the following information in order to be considered for a donation:
• Full name of the organization, address, daytime telephone and fax numbers, and a contact person's name.
• 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 event or program for which a donation is sought, including event date.
• Description of what the funds raised will be used for.
• If the donation is to be used at an event, the expected attendance of the event.
• Specific donation required from Tim Hortons (product, prize or gift certificates).

You may submit your written donation request by fax or mail to the Marketing Department in the appropriate regional office or email donations@timhortons.com at least 10 weeks prior to your event.

Due to the tremendous number of requests we receive at both the store and corporate level, we unfortunately cannot participate in every opportunity, but thank you for thinking of Tim Hortons.

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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.

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Can I approach my local Tim Hortons for a donation?

Many Tim Hortons store 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 store owner.

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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.

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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.

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Does Tim Hortons have fair trade coffee?

We believe the best approach to address the long-term issues facing coffee growers is through a “coffee sustainability” program. Although fair trade programs are admirable we decided against buying fair trade coffee and developing a program that works directly with the growers. The fair trade program requires certification on behalf of the farmers which is an expense they cannot usually afford plus it provides a price that has no relation to the quality of the coffee.


Under the pilot program technical assistance will be provided to teach proper pruning techniques, fertilization, irrigation and the effective use of coffee processing stations.
As part of the technical training being provided to the farmers in the project area, demonstration plots have been established and are used to teach best practices in pruning, fertilizing etc.

In 2005, we launched a sustainable coffee partnership pilot project to make a meaningful contribution in the fight against poverty amongst the people who are an integral part of the coffee industry. We also wanted to play a meaningful role in providing for the future supply of quality green coffee. The initial pilot project in Guatemala touches approximately 1,000 small coffee producers and their families and is intended to directly improve the living conditions of about 5,000 people. Under the program small coffee producers are being provided with technical support and training to help them increase the amount and quality of coffee they produce. Assistance is being provided to them to get their coffee to market, at the best time and for the best price, while emphasizing the need to respect and protect the environment. The program aims to improve the social conditions of the farmers and their families by identifying and addressing the pressing needs of the families, especially youth education.

In 2006, we launched two additional sustainable coffee projects, one in Colombia and one in Brazil, with the result that these programs now touch the lives of approximately 9000 people.

With this new and innovative program, Tim Hortons is helping to improve the living conditions of thousands of small coffee farmers and their families. More importantly, we believe that Tim Hortons will set an example for the rest of the coffee industry and showcase how coffee can be produced in a sustainable way based on strong partnerships within the supply chain.

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What is Tim Hortons doing to deal with litter?

At Tim Hortons, we try to be very conscious 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 unfortunately do not pay attention to these messages.
• Some individual Tim Hortons stores hold local clean up events and activities in their communities.
• Tim Hortons is one of the few, if only, quick service restaurants to offer china mugs, plates and bowls to customers eating in our stores. This helps to reduce paper waste at the store level.
• All Tim Hortons stores sell reusable Tim Mugs. And while a Tim Mug may not be a practical solution for the majority of our customers, it does provide a good alternative. The incentive for purchasing a Tim Mug is that the customer pays less for coffee when using the Tim Mug.
• Tim Hortons is always researching alternative packaging materials, particularly those that are recyclable and/or biodegradable.

We are also currently working with other members of our industry in an attempt to tackle the litter problem in a meaningful and effective way.

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How accessible are your stores for persons with disabilities?

At Tim Hortons, we try to make our stores welcoming to all of our customers.  Over the years, we have continually improved accessibility in our stores – 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 stores have handicapped parking spaces, wheelchair ramps, and handicapped accessible washrooms.

We are currently involved in a proactive audit to review accessibility at our new and existing stores in Ontario, and intend to use the results to help improve accessibility throughout our chain.

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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 customers' favorite.

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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.

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Is there nicotine or MSG in Tim Hortons coffee?

This urban myth is just that… a myth!

Tim Hortons customers 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 customers coming back for more!

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

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

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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 store. Staff can bake in small batches throughout the day, so that customers should find their favourite products on the shelf more often. We believe this baking system offers our customers the best product, each and every time.

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

Either way, we recommend that you speak with the store owner or manager right away. If necessary, please feel free to contact our Customer Service department at 1-888-601-1616 or by email at customer_service@timhortons.com. If you would like us to respond to your comments, you must provide us with your full name, daytime telephone #, home address and the store location that you are referring to. A representative from our customer service department will respond to your request as soon as possible. We appreciate your feedback!

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