F.A.Q.

Restructuring Plan and Closure

Is it true that you are restructuring your business and closing Thyme Maternity?

Yes. Our company, Reitmans (Canada) Limited, will build its future and carry on its legacy in retail fashion with three premium brands: Reitmans, Penningtons and RW & CO. Unfortunately, we have made the difficult decision two close two beloved Canadian brands, Thyme Maternity and Addition Elle. As difficult as this situation may be, it reminds us that we would not exist without you. Thank you for your support!

How will I know if my store is going to close?

We will close all 77 Addition Elle stores on August 15, 2020 and our 54 Thyme Maternity stores on July 18, 2020. It has been a true privilege to serve you with pride and passion over the years. In the meantime, you can expect great deals as we will liquidate our merchandise. Thyme Maternity online shopping will be available to you until July 6, 2020 at 11:59 EST, but you can keep shopping in-store until the closing date on July 18, 2020. Make sure to check if we are open using our store locator.

Reitmans, Penningtons and RW & CO. remain open and we look forward to seeing you in person as we safely reopen our stores. In the coming weeks, we may close a few underperforming stores in some locations, but we will maintain a solid retail network across Canada.

Where will I find answers to my questions once your website is closed?

We will be happy to answer any questions through the “FAQ or Contact Us” sections on our three websites Reitmans, Penningtons or RW & CO.

What is the cut-off date to place an order online?

The e-commerce website is expected to shut down on July 6, 2020 at 11:59 pm EST and our physical stores on July 18, 2020.

If you place your order before the cut-off date of July 6, 2020 at 11:59 pm EST, our teams will process your order and it will be shipped to you as soon as possible!

SORRY, SOME OF YOUR ITEMS MAY BE OUT OF STOCK!
Due to very high customer demand, our inventory is quickly depleting, so it is possible that some of the items you order will be out of stock at the time your order is processed. Please be assured you will not be charged for items that are not processed.

As of June 8, 2020, all merchandise purchased online and in stores will be final sale, thus cannot be returned, exchanged or credited. Please understand that our goal is to liquidate the merchandise in preparation for the permanent closures of our stores and websites. For merchandise sold prior to June 8th, 2020, we will accept returns at Thyme Maternity up to June 14th inclusively. Thank you for your understanding and support!

I still have a Birthday coupon from Thyme Maternity. How can I use it?

Any Thyme Maternity or Addition Elle coupon will continue to be honored until July 18, 2020 at Thyme Maternity and August 15, 2020 at Addition Elle. After these dates, your birthday coupon will still be honored in our Reitmans and Penningtons stores, as well as online.

What happens if I have a gift card from Thyme Maternity?

You can still use your gift card until July 18, 2020. After these dates, you will be able to use your gift card at any one of our other brands: Reitmans, Penningtons or RW&CO.

Can I get a refund for my Thyme Maternity gift card because I’m not interested in your other brands?

This will not be possible because all sales of physical or e-gift cards are final. Remember that you can still use your gift card at Thyme Maternity until July 18, 2020! Come enjoy our great promotions.

Returns and Refunds

What is your return policy?

As of June 8th, 2020, all merchandise purchased online and in stores will be final sale, thus cannot be returned, exchanged or credited. Please understand that our goal is to liquidate the merchandise in preparation for the permanent closures of our stores and websites.

In-store: For merchandise sold in-store prior to June 8th, 2020, we will accept returns up to June 14th inclusively.

Online: For merchandise sold online prior to June 8th, 2020, we will accept returns that have a post stamp dated July 8th, 2020, or prior. As such, your return package needs to be in the mail for July 8th at the latest for us to be able to process your return. Please note that it may take longer than usual for our carrier to ship your return package to our facility, but rest assured your return will be processed regardless of when we receive it, as long as it is in the mail by July 8th inclusively.

Can I return or exchange my online purchase?

For merchandise sold online prior to June 8th, 2020, we will accept returns that have a post stamp dated July 8th, 2020, or prior. As such, your return package needs to be in the mail for July 8th at the latest for us to be able to process your return. Please note that it may take longer than usual for our carrier to ship your return package to our facility, but rest assured your return will be processed regardless of when we receive it, as long as it is in the mail by July 8th inclusively.

Exchanges by mail are however not offered, you will need to return them in-store to proceed with an exchange.

Returns in Store

Returns of merchandise purchased with credit, or debit: you may return merchandise purchased with credit or debit card using the barcode provided in your Shipping Confirmation Email for an exchange, a Gift Card or a refund based on the original payment method and the initial amount paid for the merchandise.

Returns of merchandise purchased with credit or debit card without proof of purchase: you may return merchandise purchased with credit or debit card; however, the return may only take the form of an exchange or a Gift Card. The amount of the return will be based on the lowest price of the merchandise within the previous two (2) weeks from the date the return is claimed. If such pricing information is not available because the merchandise returned is no longer in season, a Gift Card or exchange will be offered at the last selling price the merchandise was sold. Thyme reserves the right to request valid identification prior to accepting merchandise for a return.

Returns of merchandise purchased with a Gift Card (or equivalent coupon or gift receipt): you may return merchandise purchased in-store with a Gift Card in the form of an exchange or a Gift Card, based on the amount that was paid for the merchandise.

Returns of merchandise purchased with PayPal: you may return merchandise purchased with PayPal using the barcode provided in your Shipping Confirmation Email in the form of an exchange or a refund issued to a gift card, or to the card associated to your PayPal account. You will be refunded the final price that was paid for the merchandise.

Thyme reserves the right to request valid identification prior to accepting merchandise for a return.

To return merchandise by mail, please follow these steps:

• Carefully pack the items you wish to return.
• Affix the pre-paid shipping label to your return parcel and drop your parcel off at any Canada Post location.
• Mail the package to:

  Reitmans Distribution Center
  DEPT EC
  5555 Henri Bourassa W.
  Montreal, Quebec
  H4R 3E6

• From the time your return parcel arrives at our Distribution Center, please allow up to 10 business days for your return to be processed and 1-2 billing cycles for the return to appear on your credit card statement.
• The online invoice is no longer enclosed in the parcel. For reference, please refer to the shipping confirmation email.

Please be sure to keep note of the 16 digit tracking number appearing on the return label as it is the only way to track your package and confirm delivery on www.canadapost.ca. Reitmans (Canada) Limited will not be held responsible for lost or stolen packages.

Returns will be credited to the method of payment used in the original transaction. Original shipping charges cannot be refunded, unless you received an item in error. Please allow 1-2 billing cycles for the return to be credited.

Returns by Mail from the U.S. (for online purchases only):

For merchandise sold online prior to June 8th, 2020, we will accept returns up to July 8, 2020 inclusively. Your return package needs to be in the mail for July 8th, 2020, so “stamped” July 8th at the latest for us to be able to process your return.

To return merchandise by mail, please follow these steps:

• Carefully pack the items to be returned and enclose the updated copy of the invoice.
• Affix the pre-paid shipping label to your return parcel and drop your parcel off at any FedEx location.
• Mail the package to:

  Reitmans
  HTS 9814
  FedEx Trade Networks
  156 Lawrence Paquette
  Champlain, NY 12919

Returns will be refunded using the same payment method as for the original purchase, for U.S. returns, please allow 6 - 8 weeks for the parcels to arrive in Saint Laurent, Quebec Canada from Champlain, NY, our US depot office.

Returns will be credited to the credit card used in the original transaction. Shipping charges cannot be refunded, unless you received an item in error. Please allow 1-2 billing cycles for the return to be credited.

Will I be able to ship back my return by mail even if your stores and website are closed?

Unfortunately, this will not be possible. As of June 8th, 2020, all our merchandise sold online and in stores will be final sale as we need to liquidate our merchandise. Thank you for your understanding and support!

Do I still have 30 days from my store reopening to return or exchange purchases made in-store and online after February 1st, 2020, as you originally communicated because of COVID-19?

Unfortunately, because we will be permanently closing our Thyme Maternity stores, we will only accept returns up to June 14th inclusively. Now that many of our stores are already open in many provinces, if you want a refund for a purchase made after February 1st, 2020, please go to your nearest store as soon as you can to get your refund. Make sure to check if we are open using our store locator.

What is your price adjustment policy?

For merchandise sold prior to June 8th, 2020, price adjustments will be offered until June 14th inclusively. There will be no price adjustments as of June 15th as we move to liquidation.

We offer a one-time price adjustment within 14 days of purchase on items purchased at regular price when the original sales receipt is presented. Please note that price adjustments for online purchases will not be accepted in-store, but online only. Price adjustments are NOT eligible on items purchased at a discounted price.

To get your price adjustment for an online order, please fill out our simple form here. Note that price adjustments for merchandise purchased online can be received exclusively in this manner and cannot be received in-store.

What happens if I receive my online order once all your stores and website are closed and I just want to exchange it for a different size?

Unfortunately, you will not be able to exchange your item for a different size. As of June 8th, 2020, all our merchandise sold online and in stores will be final sale.

Will I be able to ship back my return by mail even if your stores and website are closed?

Unfortunately, this will not be possible. As of June 8th, 2020, all our merchandise sold online and in stores will be final sale as we need to liquidate our merchandise. Thank you for your understanding and support!

Is it possible to return merchandise in one of your other brands?

Unfortunately, all returns must be done in the banner where the merchandise was purchased. Please note that as of June 8th, 2020, all merchandise sold online or in stores will be final sale.

COVID-19

When are you reopening your stores?

We are gradually reopening our stores as per provincial governments’ authorization. We are ensuring that all public health guidelines are respected and that our stores remain safe places for our staff and for our customers. When it comes to the other remaining provinces, we are monitoring and awaiting the official governments’ announcements to come.

We encourage you to look up the stores that might be open near you and their reduced hours with our Store Locator.

Summary of Store Reopenings & Policies

td>June 12

	Store Opening Date	Return & Exchanges	Fitting Rooms
Quebec (except Greater Montreal)	May 19 (stores outside malls)	Yes	Open
Quebec (except Greater Montreal)	June 5 (stores in malls)	Yes	Open
Quebec (Greater Montreal only)	May 25 (stores outside malls)	Yes	Open
Manitoba	May 19	Yes	Open
Saskatchewan	May 19	Yes	Open
Alberta	May 19	Yes	Open
Prince Edward Island	May 22	Yes	Open
New Brunswick	May 22	Yes	Open
British Columbia	May 25	Yes	Open
Yukon	May 25	Yes	Open
Northwest Territories	May 25	Yes	Open
Ontario	May 28 (stores outside malls)	Yes	Open
Nova Scotia	June 1	Yes	Open
Newfoundland & Labrador	Yes	Open

May 11, 2020

Here's how we've been getting ready to welcome you back!

Keeping everything clean for you

• We've increased our cleaning protocols to ensure a safe shopping environment.
• We will clean and disinfect high-touch areas and surfaces more frequently, including changing rooms, counters, and cash registers.
• You'll also find hand sanitizing stations at all of our store entrances and changing rooms.

Knowing your limits

• We'll be limiting the number of people allowed in our store at once, our store staff included.
• We've placed health and security standards signage throughout your store to remind you of the social distancing and safety measures in place.
• We've placed distancing markers on the floor to encourage you to maintain at a safe distance from others.
• We've installed Plexiglas shields in front of our cash registers.
• We've limited the number of available changing rooms.
• Clothing items that you will try will be pulled from the floor for a period of time & steamed before making it back on the selling floor.

Choosing limited contact shopping

• We encourage you to avoid touching products as much as possible. Ask us for help!
• We will be processing contactless transactions, so we'll ask you to show us the tags for our sales associate to scan.
• We encourage you to pay with a card instead of cash when possible; make the payment yourself using the terminal to limit close contact.

What measures will you be taking in-store to protect your customers and employees?

In order to keep all of our employees and customers as safe as possible, and in support of collective efforts against COVID-19, we are also putting in place all measures indicated by the provincial governments in order to ensure a healthy and safe environment.

We have increased our cleaning protocols in all of our workplaces and ensured that our teams are well-informed and adopting the necessary precautions to protect themselves and those around them. This includes frequent handwashing and staying home if they feel sick or have travelled outside the country.

In addition, in order to identify and control adequately the risks of propagation of the virus in our stores, a risk assessment has been conducted by a multidisciplinary team and recommendations have been implemented in our stores. For example, we designated a one-way traffic path, installed plexiglass panels at the cash desks, added alcohol-based hand sanitizer at the store entrance and fitting rooms, encouraged contactless payments, etc.

We ask customers who have cold or flu symptoms or who have recently traveled abroad to shop online.

Will my online order take longer than usual?

Despite these challenging times, we are maintaining scheduled packing and shipping operations with a limited number of employees who are still supporting our online orders. To assist the efforts to slow the spread of the coronavirus, and protect our employees as well as our customers, we are increasing the frequency of scheduled cleanings and sanitization in our Distribution Centre. We are also taking precautionary health measures, including frequent handwashing, and extra social distancing. As a result, you may experience some delays in your order, both coming from our Distribution Centre and Canada Post. Rest assured that we will be working closely with our customers to meet their needs as the situation evolves. As the safety of our employees and yours is a top priority, we hope you will understand this unprecedented situation.

Why can’t I call customer support?

Due to these challenging times and for the safety of our colleagues, we have temporarily closed our phone support. Please consult our FAQ for answers to frequent questions. For additional support, you may send inquiries from the web form on the Contact Us page - expect a delay of 5-7 days.

Accounts

How can I unsubscribe from Marketing Emails?

1. Should you no longer wish to receive marketing emails, you can unsubscribe by clicking UNSUBSCRIBE at the bottom of any of our emails.

2. After clicking UNSUBSCRIBE you will be forwarded to a webpage that will ask you to confirm the email address you are unsubscribing. You must click UNSUBSCRIBE to complete this process.

Please note it can take up to 10 business days to stop receiving marketing emails after you unsubscribe.

Should you chose to unsubscribe from our marketing emails, you will still receive order-related emails, such as order confirmations and shipping confirmations. We may also contact you by email regarding any questions related to your order.

Placing an order online

What happens after I place my order?

Once you have placed an order, you will receive subsequent emails indicating the status of your order.

The first email you will receive will confirm that we have received your order request.

The second one will confirm that your order has been processed and that all items in stock will be shipped. Please note that you will only be charged on your credit card for items that you will receive.

If, within the same order, you have purchased both a gift card and merchandise, the gift card will be mailed to you separately from your merchandise.

How can I check the status of my order?

At any time, you can return to thymematernity.com to see the status of your order.

For all customers, including those who don't have an account with thymematernity.com:

• Select Order Statusbutton at the bottom of the thymematernity.com homepage;
• From the order status page, enter the order number, email and postal/zip code associated with the billing address and select CHECK STATUS;
• This will take you to the order details page.

If, within the same order, you have purchased both a gift card and merchandise, the gift card will be mailed to you separately from your merchandise. An invoice and pre-printed return label will be enclosed with each order shipment.

Shipping

Due to the recent events, Canada Post no longer guarantees delivery dates. We’ll keep monitoring the situation and inform you of any change.

Canadian Rates and Services

Flat rate shipping

$7.95 per order

5-7 business days

• Orders are shipped via Canada Post (Some orders may be shipped via Purolator depending on the delivery address)
• Express shipping service is not currently available.
• Thyme Maternity Gift Cards are mailed to recipients by regular postal service at no charge.
• Note that for orders containing both merchandise and Thyme Maternity Gift Card(s), the Gift Card(s) are shipped separately from the parcel containing merchandise.

U.S. Rates and Services

Flat rate shipping Maximum order value $800.00 CAD

$12.50 per order

8-10 business days

• Orders are shipped via Federal Express.
• Express shipping service is not currently available.
• At this time, we do not ship to Puerto Rico, Guam, Hawaii, or Alaska.
• Thyme Maternity Gift Cards are mailed to recipients by regular postal service at no charge.
• Note that for orders containing both merchandise and Thyme Maternity Gift Card(s), the Gift Card(s) are shipped separately from the parcel containing merchandise.
• U.S. customs may apply import duties or other fees for orders shipped to an address within the U.S. These additional duties and fees are the responsibility of the purchaser.
• In order to expedite and simplify the ordering process for our customers in the U.S., we have limited order values to $800 CAD. Orders of this value should be exempt from these duties and fees as these goods are purchased for personal use only. If you have any questions about duties, please contact your local U.S. Customs authority.

Shipping Policy

Orders placed after 3:00 pm (EST) will be processed the following business day.

Note that credit card verification and authorization must be received before we can process your order.

Our selected carriers within Canada and the U.S. deliver on business days, excluding holidays.

Please allow an additional 2-3 business days for deliveries to rural areas.

All orders will be shipped in either heavy-duty plastic bags or corrugated boxes.

Order/Item Cancellations

Why was my order cancelled?

Your order may have been cancelled because of problems with the credit card information you provided. These problems could include the billing address not matching the address on your credit card statement, incorrect security code (on the back of your card), incorrect entry of your expiration date or lack of available credit.

At this time, orders can only be placed from within Canada and the Continental U.S. due to certain security features on our website. Any order submitted from a computer whose I.P. Address is located outside of Canada or the Continental U.S. will automatically be cancelled by our system.

Once an order is cancelled, it cannot be reactivated or modified in any way. You must place a new order to receive your items.

Please note that credit card companies usually hold the funds for up to three (3) days after which they are released back to your account.

Why were one or many items cancelled from my order?

One or many items were cancelled from your order, because they were no longer available at the time of processing. Note that your credit card will only be charged for items that have been shipped, even if cancelled items still appear on your invoice.

Please note that credit card companies usually hold the funds for up to three (3) days after which they are released back to your account.

For more details please Contact Us to reach a Thyme Maternity Customer Care representative.

Can I cancel an order after I have submitted it?

Orders submitted on thymematernity.com cannot be cancelled once they have been submitted. If you are unsatisfied with your purchase you may return it by mail or in any of our stores. More information is available in our Returns Policy.

Can I modify an order once it’s been submitted?

Once your order has been submitted, it cannot be modified. If you wish to purchase additional merchandise, you must do so as part of a new transaction.

In-Store Order processing

The order will be processed at our fulfillment centre and shipped to the mailing address you provided. You will then receive an order confirmation email at the valid email address you provided. When the order is shipped, you will also receive a shipment confirmation email, including the shipment tracking number, which you can use to track you order on the Canada Post website.

In the unlikely event an item, or items, from the order you placed at a store are cancelled, you will receive a cancellation email and be reimbursed through our head office for the original purchase price and the associated taxes.