FAQ

frequently asked questions

  • I signed up to exchange handwritten letters. Now what?
    I signed up to exchange handwritten letters. Now what?
    We’re so happy you joined in! Look out for an email from us within 2-4 weeks of signing up, letting you know who your pen pal is. You’ll also receive a stationery kit in the mail with everything you need to get writing, from pre-paid postage envelopes to letterheads and stickers. Please be sure to follow the instructions provided and send your first letter within two weeks of receiving the kit. We’ll make sure it gets to your pen pal safely.
  • I signed up for digital letter writing. What’s next?
    I signed up for digital letter writing. What’s next?
    Keep your eyes peeled for an email from us within 2-4 weeks of signing up. We’ll let you know who your pen pal is and give you instructions on how to log in and meet your match! We kindly ask that you write your first letter within two weeks of being matched. Then, you’ll be able to write back and forth to each other as much as you’d like.
  • How will my personal information be protected?
    How will my personal information be protected?
    You can be sure your information is safe with us. If you’ve selected handwritten letters, you’ll mail your letter to a secure T.J.Maxx PO box, and we’ll forward it onto your pen pal. This way, your address will not be shared with anyone – even your pen pal. For digital letters, you’ll write to your pen pal via a private digital portal on maxxyouproject.com so your pen pal won’t be able to see your personal email address. T.J.Maxx will not sell any personal information for marketing purposes, either. We promise.
  • Will I be able to talk to my pen pal on maxxyouproject.com forever? What if we want to keep in touch?
    Will I be able to talk to my pen pal on maxxyouproject.com forever? What if we want to keep in touch?
    You’ll be able to write back and forth to your pen pal until November 30th. Once the program ends, it’ll be up to you and your pal whether you want to swap contact information and stay in touch.
  • How will you decide who my pen pal is?
    How will you decide who my pen pal is?
    When you sign up for The Change Exchange, you’ll answer a few short questions about yourself and the changes you’re going through. For example, are you looking for more of a listener? Are you more of a talker yourself? We’ll use your responses to find you a good match.
  • I heard there’s a chance to exchange letters with Mindy Kaling! How do you choose who she’ll match with?
    I heard there’s a chance to exchange letters with Mindy Kaling! How do you choose who she’ll match with?
    You heard right! Mindy Kaling will be exchanging up to two letters with one lucky participant, whom we’ll select at random. Visit the Change Exchange terms and conditions for more information.
  • Can I sign up to have more than one pen pal?
    Can I sign up to have more than one pen pal?
    We love that you love our pen pal program! But, to help ensure that everyone who wants to participate is able to do so, each person who signs up will only receive one match. If you’re still looking for ways to connect with other women, we’d love for you to join The Maxx You Project Facebook community: Women Embracing Change. This group is all about supporting (and celebrating) women on their individual change journeys – whether it’s moving to a big city, navigating motherhood or turning their passion into a profession.
  • How long can I expect to receive a handwritten letter from my pen pal?
    How long can I expect to receive a handwritten letter from my pen pal?
    We know waiting is the hardest part! Delivery timing will vary depending on your locations, so please be patient in waiting for a response. We’ve asked all participants to send their first letter within two weeks of receiving the stationery kit in the mail, so if you don’t hear from your pen pal after one month, please reach out to us at penpals@maxxchangeexchange.com.
  • What if I don’t like my pen pal? Can I get a new one?
    What if I don’t like my pen pal? Can I get a new one?
    We get it – building new relationships and developing connections can take some time, so we encourage you to exchange at least two letters with your pen pal. If you’ve exchanged your letters and the relationship still isn’t working out, please email penpals@maxxchangeexchange.com with a short description of the issue. From there, we’ll determine the best path forward, including the potential to provide you with a new match.
  • Help! My pen pal won’t answer me. What should I do?
    Help! My pen pal won’t answer me. What should I do?
    If you haven’t heard back from your pen pal after one month and would like to get a new one, please let us know at penpals@maxxchangeexchange.com.
  • How are you sure that my pen pal is safe to interact with? Are there any safety screens or precautions in place?
    How are you sure that my pen pal is safe to interact with? Are there any safety screens or precautions in place?
    Your safety is a top priority for this program. So, we want to make sure everyone participating in The Change Exchange feels comfortable with their match. Our sign-up form is used as a brief screening for all participants. And, we’ve taken every precaution to ensure all personal information, mailing and email addresses are kept private.
  • My pen pal is making me uncomfortable and/or offending me and/or is harassing me. Please help!
    My pen pal is making me uncomfortable and/or offending me and/or is harassing me. Please help!
    We’re sorry to hear this and would like to help as best we can. Please stop communicating with your pen pal immediately and email penpals@maxxchangeexchange.com as soon as possible so we can step in and help out.
  • I’m concerned for my pen pal’s safety. What should I do?
    I’m concerned for my pen pal’s safety. What should I do?
    If you’re concerned for you or your pen pal’s safety, please stop communicating with them and reach out to penpals@maxxchangeexchange.com as soon as possible.
  • My pen pal is asking me for sensitive personal information, should I be giving it to them?
    My pen pal is asking me for sensitive personal information, should I be giving it to them?
    Please do not give sensitive personal information, such as your credit card number or social security number, to your pen pal. If your pen pal continues asking for sensitive personal information, please stop answering them and contact penpals@maxxchangeexchange.com as soon as possible.
  • My pen pal is asking for personal information, should I be giving it to them?
    My pen pal is asking for personal information, should I be giving it to them?
    If you want to exchange personal details like your mailing or email address or phone number, you should do so at your own discretion. If your pen pal continues asking for personal information that you are not comfortable sharing, please stop answering them and contact penpals@maxxchangeexchange.com as soon as possible.
  • The portal is currently down, how can I contact my pen pal?
    The portal is currently down, how can I contact my pen pal?
    If you’re having any issues with the portal on maxxyouproject.com, please reach out to penpals@maxxchangeexchange.com so we can help.
  • I don’t want to be a pen pal, but I want to get involved somehow. What else can I do?
    I don’t want to be a pen pal, but I want to get involved somehow. What else can I do?
    You can still participate in The Change Exchange by following T.J.Maxx’s on Instagram, @TJMaxx. On our channel, we’ll be hosting three different interactive workshops on Instagram Live where anyone can join the conversation! Each workshop will have a moderator and different expert co-hosts known for their experience within each of the workshop themes: Welcoming Change & Transformation, Embracing Your Individuality, and Tapping into Your Support Network. Visit maxxyouproject.com for exact dates and more information on how to tune in.