Frequently Asked Questions (FAQ)

    Product Questions            Shipping Questions            Returns and Exchanges Questions

    Product Questions

    Q: Where can I buy toy trucks if they are sold out?
    A: From time to time, secondary sources may offer a Hess Toy Trucks for sale. You may find such sources on the internet utilizing appropriate word searches, or on auction sites. Please be advised that Hess is not affiliated with these sources.

    Q: Why can't I buy trucks from prior years?
    A: Our toys sell out every year. You can use our website to browse the trucks we have produced in years past, but they are not available for sale because there is no inventory available.

    Q: Why don't you make more trucks?
    A: Each year we try to anticipate demand, and change our production numbers accordingly. This is an ongoing challenge. We apologize for any inconvenience.

    Q: Is the toy truck safe for children to play with?
    A: Each toy truck is backed by Hess Corporation’s commitment to extremely high standards of quality and safety. We systematically subject our trucks to rigorous quality, safety, and durability tests to meet American Society for Testing and Materials International F963 standards for children’s products. Additionally, we test each paint delivery coming into our manufacturing facilities to ensure they are lead free. We are proud of our history of providing safe toys that children and collectors can enjoy for many years. Due to small parts, we do not recommend the Hess Toy Truck be given to children 3 years old and younger.

    Q: Will I receive a Hess Toy Truck bag with my online purchase?
    A: Bags are included with in-store purchases only.

    Q: Why didn't my truck batteries last longer?
    A: We recommend turning off the toy when you are not using it to avoid battery drain.

    Shipping Questions

    Q. Where do you ship?
    A.
    We ship to most domestic destinations plus Hawaii, Alaska and Puerto Rico. We do not ship to personal mailboxes, post office boxes or to international locations.

    Q: Can I expedite my shipping?
    A.
    All orders are normally shipped out within 24-48 hours (excluding holidays and weekends). We offer Same Day Shipping on all UPS 3 Day Select, UPS 2nd Day Air and UPS Next Day Air orders if your order is received by 1:00 p.m. EST. Once your order ships, you will receive an email notification confirming it has shipped along with the details of your order and tracking information.

    Q. How can I track my order?
    A:
    Once an order has shipped out, we will send you an email with the tracking number. Just click on the link and it will take you to the shippers website.

    You can also track your order in your order history. Just log into your account using your email address and password, then click on your order number in your order history. The tracking number will appear under the Status & Tracking column. If you click on the link, it will take you to the tracking information for your order.

    Returns and Exchanges Questions

    CUSTOMER SATISFACTION IS IMPORTANT TO US!
    If you are not totally satisfied with your order, please return it with in 30 days of the purchase date for a refund.

    Q. What can be returned?
    A. Any toy truck that is in "as-new" condition, damaged or defective can be returned for a refund.

    Q. Are shipping charges reimbursed?
    A. We will reimburse you for shipping if the toy truck being returned is damaged or defective.

    Q: How do I make a return?
    A: If you purchased your truck at a Hess station:
    Simply return the truck to any participating Hess station that sells the truck. Participating locations display toy truck signage. Use our "Locations Near You" link to find a participating location in your area.

    A: If you purchased your truck on HessToyTruck.com:
    To send a toy truck back to us, place it inside of the original truck box, then inside of a separate shipping box. Do not write on the original truck box, tape it closed, or use it as a shipping box. Returns will not be accepted if either the toy truck or the box is damaged.

    Next, please complete and enclose the Returns Form located here. Be sure to check the Return checkbox, include your Name, the Order Number, the Item(s) you're returning, and a Reason Code. You may use any shipper you like, but we recommend purchasing tracking and insurance, as HessToyTruck.com cannot be responsible for lost return shipments. If returning a truck that is not damaged, shipping expenses will not be reimbursed. If returning a damaged truck, see “Exchanges Questions” below.

    Send your package to:

    HessToyTruck.com
    ATTN: Returns Dept.
    33 Corporate Drive
    Orangeburg, New York 10962

    Q: When will my card be credited?
    A: Upon receipt of your return we will inspect the merchandise and advise you if there are any discrepancies. If there are no discrepancies with your return, we will send you an email stating the amount that was credited to your credit card.

    Q: Are shipping charges reimbursed?
    A: We will reimburse you for shipping if the toy truck being returned is damaged or defective. See below for further instructions on exchanges.

    Q: What if my truck is damaged and I need to make an exchange?
    We take great care to ensure that all of our trucks are in proper working order. Each light and feature is checked numerous times. However, we realize that there may be the rare instance where you receive a damaged truck. If so, we are happy to replace your truck while supplies last and reimburse you for shipping expenses.
    A: If you purchased your truck at a Hess station:
    If there are still Hess stations in your area that have available inventory, you may return to the station for an exchange. If there are no longer stores with available inventory, email us at help@hesstoytruck.com to get your pre-paid shipping label and then follow the Returns process above as if you purchased the truck online. Be sure to check the Exchange checkbox, include your Name, Address, the Item(s) you're exchanging, and a Reason Code.

    A: If you purchased your truck on HessToyTruck.com:
    Please email us at help@hesstoytruck.com to get your pre-paid shipping label and then follow the Returns process above. Be sure to check the Exchange checkbox, include your Name, the Order Number, the Item(s) you're returning, and a Reason Code.

    Q: What is the deadline to make a return or exchange?
    A:
    All returns and exchanges must be postmarked by January 31, 2014.