FREQUENTLY ASKED QUESTIONS

GENERAL

Q: Is Hess still producing their annual Holiday Toy Truck? (or the large toy truck)

A: Yes, Hess will continue to produce the annual Holiday Toy Truck. It will be sold through our website starting November 1st at www.hesstoytruck.com or by telephone at 1-844-HESSTOY, and starting November 12th at select shopping malls in New York, New Jersey, and Pennsylvania. Sign up for alerts on the website so that you’ll be kept up to date on all the Hess Toy Truck announcements.

Q: How can I be notified when the trucks are on sale?

A: You can sign up for Hess Toy Truck alerts at www.hesstoytruck.com at the bottom of the website in the green footer. By signing up for alerts you’ll be kept up to date on all Hess Toy Truck announcements

Q: Is Hess still producing Mini Toy Trucks?

A: 2014 was the last year that the Hess Miniature Toy Truck was produced. There are currently no plans to produce any more.

Q: Why can’t I buy my toys at Hess sites after 2014?

A: In May, 2014, Hess Corporation announced the sale of its retail sites to Marathon Petroleum. All of the former Hess sites have been or are being rebranded and will be operated under the Speedway or other brand. Hess has no affiliation with the new owner.

Q: What happened to my local Hess Station?

A: In May, 2014, Hess Corporation announced the sale of its retail sites to Marathon Petroleum. All of the former Hess sites have been or are being rebranded and will be operated under the Speedway or other brand. Hess has no affiliation with the new owner and Hess Toy Trucks will not be sold at these locations.

Q: How many toy trucks are made each year?

A: All Hess Toy Trucks are produced in limited quantities but the quantity produced each year remains a highly guarded secret.

Q: Does Hess Sell Trucks to Wholesalers for Resale?

A: No. Hess Toy Trucks are sold directly to the consumer by Hess.

Q: How can I become a Hess Toy Truck Dealer or Retailer?

A: Hess Toy Trucks are sold directly to the consumer by Hess exclusively. We do not sell through third parties.

Q: If I plan to store my toy truck and not play with it, should I remove the batteries inside the toy?

A: Yes, we recommend removing batteries from your toy truck if you do not intend to play with the toy. Removing the batteries will avoid battery draining and corrosion, both of which can take place if the batteries are left inside the toy and unused for a long period of time.

Q: Will the Mobile Museum be going on tour in 2015?

A: The Mobile Museum was created in 2014 in celebration of the 50th anniversary of the Hess Toy Truck. We wrapped up the Tour at the Billie Jean King National Tennis Center for Arthur Ashe Kids’ Day on August 29, 2015. There are no plans for a 2015 Tour at this time; however, we suggest that you sign up for alerts at www.hesstoytruck.com, this way, as future plans are announced, you’ll be among the first to know!

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 from Hess because there is no inventory available. From time to time, we have seen secondary sources offering older models of Hess Toy Trucks for sale. You may find such sources on the internet utilizing appropriate word searches. Please note that these resellers are not affiliated with Hess nor do we endorse these sources.

Q: Will there be a new 2015 mobile app game?

A: No, a mobile app game is unavailable for this year’s toy.

Q: How do I sign up for alerts?

A: Go to www.hesstoytruck.com. Towards the bottom of the page, in the green footer bar, you’ll see a prompt to “Sign up for Hess Toy Truck Alerts” with a box next to it. Simply enter your email address or mobile number in the box and click the “Submit” button. Future alerts will be sent to you automatically as we release information.

Q: When I enter in my email address to create an account, I get a message indicating an account already exists but I don’t remember creating one. What do I do?

A: You likely created an account when ordering a prior year’s toy or in order to print out a certificate last year. First, check the email address to make sure it is correct. If it is, click on “forgot password” in the My Account section for a new password to be emailed to you.

Q: Where can I buy a Hess Toy Truck?

A: Starting in 2015, there are 3 ways to buy a Hess Toy Truck. Starting November 1st you will be able to order online at our website: www.hesstoytruck.com or by telephone at 1-844-HESSTOY. Also, starting November 12th, you can buy the Hess Toy Truck at select shopping malls in New York, New Jersey, and Pennsylvania. Click here to find a mall near you.

Q: Is there a limit on how many toys I can buy?

A: There is a purchase limit of 12 Toy Trucks per customer.

Q: Why doesn’t the Amazon.com price match your advertised price?

A: We do not sell Hess Toy Trucks on Amazon.com. We sell directly to the customer though our website, www.hesstoytruck.com, our phone number, 1-844-HESSTOY, and through the Hess Toy Truck Kiosk at select shopping malls. Toy Trucks offered through any other channel such as Amazon are being sold by people who are reselling trucks that they have purchased from us. These resellers are not affiliated with Hess and we do not endorse them.

Q: Where can I buy toy trucks if they are sold out?

A: From time to time, we have seen secondary sources offering Hess Toy Trucks for sale. You may find such sources on the internet utilizing appropriate word searches, or on auction sites. Please note that these resellers are not affiliated with Hess nor do we endorse these sources.

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 effort. The best way to ensure you can get a truck is to sign up for alerts to find out when trucks are available and then shop early!

PRODUCT

Q: I just received my 2015 Toy Truck and there were no batteries in the box.

A: For the first time ever, this year’s Hess Toy Truck comes with batteries that have already been inserted into the toy. Simply pull the plastic tab out and you’re ready for play! Instructions have been provided inside the box.

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 or younger.

Q: Will I receive a Hess Toy Truck bag with my online purchase?

A: No, Hess Toy Truck bags are not available for online purchases. Toy Truck bags are produced for retail customers to carry home their purchases in.

Q: Why didn’t my truck batteries last longer?

A: We provide the best quality Energizer® batteries free with your purchase. For maximum life of those batteries we recommend turning off the toy when you are not using it to avoid battery drain. If you will not be using the toy for an extended period of time or for storage you should remove the batteries.

Q: I just received my Toy Truck and it doesn’t work

A: We recommend removing and reinstalling the batteries that came with the toy. If that doesn’t work, try installing some fresh batteries (in the rare instance the plastic tab may not have prevented battery drainage during transit). If that still doesn’t solve the problem you can return your toy for exchange by following our Return & Exchange Policy on our website, www.hesstoytruck.com, or call 1-844-HESSTOY and we can assist you with an exchange.

Q: Is there a Certificate of Title available for the 2015 Hess Toy Truck?

A: No, a Certificate of Title has not been created for the 2015 Hess Toy Truck. This was a special offer as part of last year’s 50th Anniversary program.

Q: Why can’t I print a certificate for the 2014 Hess Toy Trucks anymore?

A: The Certificate of Authenticity and Certificate of Title were created as a fun extension of the 2014 Hess Toy Truck program which has now ended.

Ordering

Q: When will the 2015 Hess Toy Truck go on sale?

A: Starting November 1st you will be able to order online at our website: www.hesstoytruck.com or by telephone at 1-844-HESSTOY. Also, starting November 12th, you can buy the Hess Toy Truck at select shopping malls in New York, New Jersey, and Pennsylvania. Click here to find a mall near you.

Q: Why are there different on sale dates for online/phone and mall locations?

A: To account for the time it takes to fulfill and ship, we allow on line buyers to place orders earlier.

Q: Will you accept orders by phone?

A: Yes, we accept phone orders at 1-844-HESSTOY (844-437-7869).

Q: Will you accept any mail orders?

A: No, we are unable to accept any mail orders at this time.

Q: What forms of payment do you accept?

A: We accept MasterCard, Visa, Amex or Discover Card for online and phone orders. We also accept PayPal as payment for online orders.

Q: What if I don’t have a credit card or PayPal Account? Will you accept checks or money orders for online or phone orders?

A: We can only accept MasterCard, Visa, Amex, or Discover Card for online and phone orders. We also accept PayPal as payment for online orders.

Q: Can I change an order after I submit it?

A: No. All orders placed are final at the time of submission.

Q: What if I make a mistake entering my order?

A: Once an order is in the fulfillment queue, it cannot be retrieved. If you made an error on your order the toy will ship to the address provided. You will receive a tracking number once the toy ships. You may contact FedEx directly to have them redirect the package to the proper address, or you can wait to receive it and send it yourself to the proper location or return to us and you receive a partial credit to your original form of payment, at which point you can place a new order with the correct information. However, depending on the timing of this, we cannot guarantee toys will be available.

Q: Can I pre-order a truck like I did in 2014?

A: No, we will not be offering pre-orders for the 2015 Hess Toy Truck. In 2014, we offered a pre-order option for the 2014 Hess Toy Truck and Space Cruiser with Scout as a convenience to customers who were also purchasing the 2014 Collector’s Edition Toy Truck, which went on sale October 1st. The pre-order option eliminated the need for those customers to have to go back later and place a second order.

SHIPPING

Q: What is the deadline to place an order and still guarantee delivery by Christmas?

A: We highly recommend you order your toy by December 10th. All Hess Toy Truck orders are shipped using FedEx Smart Post. FedEx does not provide a deadline that would guarantee delivery by Christmas, however, as a guide, transit times with FedEx Smart Post can extend past 7 business days during the last minute holiday delivery time period. If you need your order sooner we highly recommend you take advantage of the expedited shipping options available at additional costs.

Q: How does FedEx Smart Post work?

A: Hess Toy Trucks are picked up from our warehouse for shipment by FedEx but instead of being carried by FedEx directly to your door, it is turned over to your local Post Office for final delivery by your mail carrier.

Q: How long will it take for me to get my order?

A: Free standard delivery will be made through FedEx Smart Post service, which usually takes between 2 – 7 business days but it could take longer, depending on where you live, especially extremely rural areas, and the states of Alaska and Hawaii. If you need your order sooner we highly recommend you take advantage of the expedited shipping options available at additional costs.

Q: Can a customer expedite shipping?

A: Orders are normally shipped out within 48 hours of receipt (excluding holidays and weekends). If a customer chooses FedEx 2nd Day or Next Day Air as a shipping option we can ship same day if the order is received by 1:00 p.m. EST (excluding holidays and weekends). Once an order ships, customers receive an email notification confirming it has shipped along with the details of the order and tracking information. Our free Standard Shipping using FedEx Smart Post will be offered on all toy trucks purchased in 2015.

Q: Where do you ship?

A: We ship to most domestic destinations plus Hawaii, Alaska and Puerto Rico. We do not ship to international locations.

Q: Do you ship to Post Office Boxes?

A: Yes, we can ship to Post Office Boxes; however, toys shipped to Post Office Boxes are not eligible for expedited shipping. They must be shipped using the free standard shipping, which is FedEx Smart Post.

Q: Why don’t you ship to Canada?

A: We wish we could send toy trucks to Canada but the issue is complicated by customs, and certain Canadian requirements which prevent us from doing so at this time.

Q: How can I track my order?

A: Once an order has shipped out, we will send you an email with a FedEx tracking number. Just click on the link and it will take you to the FedEx website.

If you created an account on HessToyTruck.com, you can also track your order in your order history. Just log into your account and 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.

***Note: Tracking numbers may take up to 48 hours to show up in the FedEx tracking system.

Q: What if my tracking number has no information on my package?

A: Tracking numbers may take up to 48 hours to show up in FedEx’s tracking system. Please check again in a day or two.

Q: What if my tracking information shows that my package was delivered but I never received it?

A: If your tracking information shows that your package was delivered, but you can’t find it:

  • Verify the shipping address
  • Look for a notice of attempted delivery
  • Look around the delivery location for your package
  • See if someone else accepted the delivery
  • Some packages travel through multiple carriers; check your mailbox or wherever else you receive mail.
  • Wait 24 hours – in rare cases packages may say delivered up to 24 hours prior to arrival
  • Contact FedEx to open up a claim
  • Call 1-844-HESSTOY with your FedEx claim number

RETURNS & EXCHANGES

Q: Can I return or exchange a Toy Truck purchased online?

A: Returns and exchanges are allowable only for Toy Trucks purchased online from our website (www.hesstoytruck.com) or from our telephone order system (1-844-HESSTOY). Toy Trucks purchased from Hess Toy Truck Mall locations are eligible for exchange only. Click here for our Return and Exchange Policy.

Q: Can I exchange a Toy Truck purchased from somewhere else?

A: No – Hess Toy Trucks are sold directly to customers by Hess through www.hesstoytruck.com, 1-844-HESSTOY, and select shopping malls in New York, New Jersey, and Pennsylvania. Third party sellers are not authorized by Hess. Any return or exchange of a Hess Toy Truck bought from such an unauthorized resource would be directly between the buyer and the seller.

Q: What is the deadline for making a return or exchange?

A: All returns and exchanges of the 2015 Hess Toy Truck must be postmarked by January 15, 2016.

Q: How do I Return or Exchange a Toy Truck?

A: Click here to review our Return & Exchange Policy. To initiate a return or exchange, click here.

Q: Will I be charged for shipping for my Return or Exchange?

A: You will not be charged for shipping for Exchanges, but Returns will incur a $7.95 shipping and restocking fee, which will be deducted from your total refund.

SILVER EDITION 2015 HESS TOY TRUCK

Q: What is the Silver Edition 2015 Hess Toy Truck?

A: The Silver Edition 2015 Hess Toy Truck is a shiny silver color version of the 2015 Hess Toy Truck. Each Silver Edition 2015 Hess Toy Truck is individually and sequentially numbered. They have been randomly seeded into the regular 2015 Hess Toy Truck boxes. Unwrap your purchase to find out if you are a winner!

Q: How can I find out more details on the 2015 Silver Edition Hess Toy Truck Sweepstakes?

A: Official Rules for the 2015 Silver Edition Hess Toy Truck Sweepstakes can be found by clicking here.

Q: Can I buy a Silver Edition 2015 Hess Toy Truck?

A: The Silver Edition 2015 Hess Toy Truck is not available for sale; they have been randomly seeded into the regular 2015 Hess Toy Truck boxes. Unwrap your purchase to find out if you are a winner!

Q: How many Silver Edition 2015 Hess Toy Trucks were made?

A: There are 100 individually numbered 2015 Silver Edition Hess Toy Trucks.

Q: How will I be notified if I win a Silver Edition 2015 Hess Toy Truck?

A: Winners will simply receive the Silver Edition 2015 Hess Toy Truck in place of the 2015 Hess toy Truck ordered. It will include a Winner’s Certificate and instructions on how to contact us so that we may also send out the regular 2015 Hess Toy Truck originally ordered at no additional cost.

Q: If I win a Silver Edition 2015 Hess Toy Truck, will I still receive the regular 2015 Hess Toy Truck I ordered?

A: Yes, winners of the Silver Edition 2015 Hess Toy Truck will receive a Winner’s Certificate in the shipment that includes instructions on how to contact us so that we may expedite shipment of the 2015 Hess Toy Truck originally ordered at no additional cost.

Q: I am one of the lucky winners of the 2015 Silver Edition Hess Toy Truck, how do I get the 2015 Hess Toy Truck I originally ordered?

A: Congratulations! Make sure to send us a picture and tag it with #2015HessToyTruck. Included in the box with your Silver Edition 2015 Hess Toy Truck is a Winner’s Certificate that provides instructions on how to contact us so that we may expedite shipment of the 2015 Hess Toy Truck originally ordered at no additional cost.

MALL LOCATIONS

Q: How can I find a mall with a Hess Toy Truck kiosk?

A: For a full list of shopping malls with the 2015 Hess Toy Truck kiosk, click here.

Q: Why can I only make a payment through Paypal?

A: You can still use any MasterCard, Visa, Amex or Discover card through Paypal. Paypal is our processor of choice given their fast and secure online payment process. Customers will be redirected to Paypal’s secure check out and then will have a choice of whether to use a Paypal account or check out securely just using their normal credit or debit cards.

Q: There is no shopping mall in my area with Hess Toy Trucks. Will you expand the mall concept in the future?

A: We will evaluate our future retail plans at the end of the 2015 holiday season.

Q: Is the price of this year’s truck the same in malls as it is online?

A: Yes, the 2015 Hess Toy Truck is the same price online and in malls. All orders come with 5 Energizer® Batteries included. Online orders also include Free Standard Shipping.

Q: Is there a limit on how many toys I can buy at a mall?

A: Yes, there is a purchase limit of 12 Toy Trucks per customer.

Q: Can I return or exchange a Toy Truck purchased at a mall?

A: Toy Trucks purchased at a mall are eligible for exchange only. Click here for our Return and Exchange Policy.