FREQUENTLY ASKED QUESTIONS

GENERAL

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: 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: 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, www.hesstoytruck.com, or by telephone at 1-844-HESSTOY. Sign up for alerts on the website so that you’ll be kept up to date on all the Hess Toy Truck announcements.

Q: Is Hess still producing Mini Toy Trucks?

A: The 2014 was the last Hess Miniature Toy Truck produced. There are no plans to produce any more at this time.

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 different ownership which we have no affiliation with.

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 different ownership which we have no affiliation with.

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: First, check the email address to make sure it is correct. If it is, click on “forgot password” in the May Account section and follow the instructions in the email to reset your password.

Q: How many toy trucks are made each year?

A: 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 again?

A: The Mobile Museum was part of our 50th anniversary and is no longer on tour.

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. You may find sources on the internet utilizing appropriate word searches that resell older models. Please note that these resellers are not affiliated with Hess nor do we endorse them.

Q: Where can I buy a Hess Toy Truck?

A: You will be able to order this year’s Hess Toy Truck online at our website: www.hesstoytruck.com or by telephone at 1-844-HESSTOY. Sign up for alerts to find out when the 2016 Hess Toy Truck will be available for sale.

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, or over the phone, 1-844-HESSTOY. Toy Trucks offered through any other channel such as Amazon are being sold by people who are reselling trucks that they have previously 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: You may find 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 them.

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: 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 were once produced for retail customers to carry home their purchases, and are no longer necessary.

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

A: We provide excellent 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.

Ordering

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. Ensure you have the proper quantity and shipping address before confirming your order.

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

A: Once an order is submitted and a confirmation number provided, it cannot be changed or canceled. Please double check the information before submitting your order. If you made an error with the address you provided, you may contact FedEx and attempt to have them redirect the package to the proper address.

Q: Can I pre-order this year’s truck?

A: No, we will not be offering pre-orders this year. 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.

SHIPPING

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

A: Based on history, we highly recommend you order your toy by December 10th. We cannot guarantee an arrival as all transportation is handled by FedEx who does not provide a deadline that would guarantee delivery by Christmas. Transit times with FedEx Smart Post often 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.

FedEx SmartPost

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

A: Free standard delivery will be made through FedEx Smart Post service. Delivery time frames are highly dependent 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. For rough estimations, see below.

FedEx Ground Delivery Times by Zone

Q: Can a customer expedite shipping?

A: All orders are shipped out within 72 hours (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 2016.

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 using the free standard shipping, via 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 , you will receive an email with a clickable FedEx tracking number. If you created an account on HessToyTruck.com, you can also track your order in your order history.

***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:

  • Look around the delivery location for your package
  • Check your mailbox or wherever else you receive mail
  • See if someone else accepted the delivery
  • Wait 24 hours – in rare cases packages may say delivered up to 24 hours prior to arrival
  • Look for a notice of attempted delivery
  • Verify the shipping address to ensure you did not make any errors
  • Contact FedEx to open up a claim
  • Call 1-844-HESSTOY. You must have a FedEx claim number first.

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). Click here for our Return and Exchange Policy.

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

A: The 2015 Hess Toy Truck deadline ended on January 15, 2016.

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

A: Click here to review our Return & Exchange Policy.

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

A: There is no charge to exchange a damaged or defective toy, but all Returns for Refund will incur a $7.95 shipping and restocking fee, which will be deducted from your total refund.