FAQS

Check these frequently asked questions to get your answers about Hess Toy Trucks fast!

General
  • Q: Where can I buy a Hess Toy Truck?
  • A: When an item is available for sale, you will be able to order it exclusively online at our website: HessToyTruck.com. The toys are limited release, highly valued, collectibles that sell out each year, so when a new item goes on sale you should plan to purchase quickly while supplies last.
  • Q: How do I sign up for alerts to be notified when a Hess Toy Truck goes on sale?
  • A: You can sign up for mobile text alerts by texting the word HESS to 437788 (message and data rates may apply) or by entering your mobile phone number on our website homepage - either in the middle of the page in the "Mobile Sign Up" capture box, or at the very bottom of the page in the black footer bar, and clicking "submit". You can also follow us on social media: Facebook (be sure to Like AND Follow!) and Instagram @HessToyTruck.  You can sign up for email alerts, however, please be aware that we cannot control how long it may take for an email to reach you. We have been experiencing very slow delivery, sometimes blocked delivery, on emails to certain domains.  If you still want to sign up for email alerts, go to HessToyTruck.com and enter your email address in the "Email Sign Up" capture box in the middle of the page, or scroll to the bottom of the page and enter it in the black footer bar, and click "submit".
  • Q: What is a Mini Toy Truck?
  • A: The Hess Miniatures are finely detailed, small-scale versions of larger Hess Toy Trucks. Hess Miniatures are released as a summertime program, and they sell out well before the release of the annual Holiday Toy Truck. For information on the history of the Mini program, first released in 1998, visit us at HessToyTruck.com/mini.
  • Q: Is there a limit on how many toys I can buy?
  • A: For each product offered, there is a purchase limit of 12 of each Toy Truck release per customer household.
  • Q: How many toy trucks are made each year?
  • A: The quantity produced of any Hess item remains a highly guarded secret.
  • 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!
  • Q: Does Hess sell trucks to wholesalers for resale?
  • A: No. Hess Toy Trucks are sold directly to the consumer by Hess. We do not sell through third parties and our terms of purchase prohibit individuals from reselling our toys for any commercial purpose. You can see that policy here.
  • Q: How can I become a Hess Toy Truck Dealer or Retailer?
  • A: Hess Toy Trucks are sold directly to the consumer exclusively by Hess. We do not sell through third parties and our terms of purchase prohibit individuals from reselling our toys for any commercial purpose. You can see that policy here.
  • Q: How can I buy trucks from prior years?
  • A: Our toys sell out every year, so prior year releases are no longer available for purchase. You can use our website to browse the trucks we have produced in years past.
  • Q: How can I resell Hess Toy Trucks that I have in my collection?
  • A: Hess does not get involved in the aftermarket for our toys, either for those looking to purchase or sell older toys. Please make sure you review our terms of purchase which prohibit individuals from reselling our toys for commercial purposes.
  • Q: Where is the closest Hess gas station? Why can’t I buy my toys at Hess gas stations?
  • A: In May 2014, Hess Corporation announced the sale of its retail sites to Marathon Petroleum. All the former Hess sites have been rebranded and operate under different ownership which we have no affiliation with.
Accounts and Passwords
  • Q: Do I need an account to order from HessToyTruck.com?
  • A: We strongly recommend you create an account, however you can place an order at HessToyTruck.com using "Guest Checkout" that does not require a login or password, but you will not have the ability to cancel an order should you make a mistake.
  • Q: If I have an account, can I use the Guest Checkout?
  • A: Yes, if you have an account registered with us, you can still check out as a guest, but you will not be able to select from your saved addresses or cancel an order should you make a mistake. We highly recommend you log into your account.
  • Q: What are the benefits of registering for an account?
  • A: Account holders enjoy quicker check-outs by using saved addresses, and can easily view their order histories, cancel an order within two hours if a mistake is made, and check on the status of existing orders simply by logging into their accounts.
  • Q: How do I create an account?
  • A: Easy! Click here and complete the required fields.
  • Q: I’m trying to create an account but I’m getting a message indicating an account already exists and I don’t recall creating an account. What should I do?
  • A: It is possible that you or another family member did register an account under the email address you are using and forgotten, or, if you placed a telephone order in the past, an account was automatically registered for you. You can simply follow the steps to reset the password and you’re all set.
  • Q: I have a new email address, is there a way I can transfer my order history to a new account with my new email address?
  • A: Yes, you’ll first need to create an account using your new email address. Then, send an email to us at help@hesstoytruck.com detailing the new and old account email addresses and the order numbers you would like us to transfer over.
  • Q: It looks like I have multiple accounts under different emails. Is there a way I can consolidate everything into one account?
  • A: Yes, you’ll need to send an email to us at help@hesstoytruck.com detailing the account email address to consolidate under and the account email addresses and associated order numbers of what should be transferred over.
  • Q: Why doesn’t my password work?
  • A: There are a few reasons you may be having trouble with your password:
    1. If this is the first time you are trying to login to the new HessToyTruck.com, you’ll need to reset your password. To do this, follow the steps shown in the next FAQ.
    2. You may not have an account registered under the email address you entered. You can easily check this by going to “Create an Account” and following the steps to register an account. If one does exist, you’ll get an error message indicating an account already. Or, you can email us at help@hesstoytruck.com and we can check it for you
    3. If you’re sure you have an account registered under the email address you’re entering, simply follow the steps below to reset your password.
  • Q: How do I reset or change my password?
  • A: Resetting or changing your password is an easy process.
    1. Click here to be taken to the login page on HessToyTruck.com.
    2. Once there, click on “forgot your password?” at the bottom of the page.
    3. At the next screen, type in the email address associated with your account, and click “reset password”. We will email a link within 5 minutes to the email address you entered (if an account exists). Please note that during product launches these emails can be delayed up to 1 hour.
    4. Click on the email link – you’ll be taken to the password reset page, enter a password – it must follow the parameters listed above the entry field - then enter it again to confirm. If successful, you’ll be taken to the “Sign In” screen – you’re all set!
  • Q: I followed all the steps to reset my password but didn’t receive an email with the link, now what?
  • A: Please do the following:
    1. First, check your spam or junk mail folders, the email may have gone there.
    2. You may not have an account registered under the email address you entered. You can easily check this by going to “Create an Account” and following the steps to register an account. If one does exist, you’ll get an error message indicating an account already. Or, you can email us at help@hesstoytruck.com and we can check it for you.
    3. If the problem persists, your email provider may be preventing the email from getting through. If it is preventing you from checking out, you can simply check out as a guest. Checking out as a guest does not require a password.
  • Q: I tried a bunch of times to reset my password, I clicked on the link to one of the emails I got, but I get an error message indicating it is invalid?
  • A: If you received more than one email with a link, be sure and click on the most recent one you received (check the timestamp on the email). Subsequent requests for password reset link invalidates all prior versions.
  • Q: Can you just change my password for me if I call and tell you what I want it to be?
  • A: No, due to security/privacy concerns, we cannot set your password for you.
  • Q: Can you tell me what my password is?
  • A: No, passwords are encrypted for security purposes, we have no access to them.
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 all 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 under 3 years old except for the My Plush Hess Truck which is safe for kids of all ages.
  • 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.
  • 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: Where can I download the digital Certificate of Authenticity for my 2023 Collector's Edition Toy Truck?
  • A: Click here and follow the instructions to enter information about your order and toy. Upon verification of the information entered, you'll be able to download and print/save your digital Certificate of Authenticity.
Ordering
  • Q: Will you accept orders by phone or by chat?
  • A: Telephone orders are only accepted for the current year's Holiday Hess Toy Truck offered while supplies last, by calling 1-844-HESSTOY (1-844-437-7869) for a $5.99 service fee added to each order placed by phone. Chat orders cannot be accepted due to credit card security rules.
  • Q: Why do you charge a service fee for telephone orders?
  • A: HessToyTruck.com offers an extremely easy, convenient, and secure way to place an order online – one that is enjoyed by the vast majority of Hess Toy Truck customers. In order to provide order taking staff for those customers that prefer to place an order by phone, we need to charge a service fee.
  • 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, Venmo, Google Pay and Apple Pay as payment for online orders. We do not accept any checks or money orders by mail.
  • Q: What if I don’t have a credit card or PayPal Account? Will you accept checks or money orders?
  • A: No, we can only accept MasterCard, Visa, Amex, or Discover Card. We also accept PayPal as payment for online orders.
  • Q: How do I fix a mistake I made on my order?
  • A: Orders cannot be edited/changed; instead you can CANCEL an order only within 2 hours of placing it by following one of these cancellation methods:
    • Automated Phone System: Contact us at 1-844-437-7869, select Option #2 and follow the system prompts to cancel an order (you will need to enter your 9 digit order number and the phone number associated with the billing address on the order). The call must be completed before the 2-hour cancellation window expires.
    • Website:
      • Account Holders:
        • Log into your account, locate the order and click the green “cancel order" button.
        • If your order is not showing it means you checked out as a guest instead of logging in. You will need to use the Automated Phone system mentioned above to cancel your order.
      • Non-Account holders that used Guest Checkout:
        • Go to HessToyTruck.com. Follow the steps to reset the password.
        • This should allow you to then log in as an Account Holder and follow the instructions above to cancel your order.
        • If you have trouble, use the Automated Phone system mentioned above to cancel your order.
    • Orders cannot be canceled via email or social media requests.
  • Q: What happens if I need to cancel an order after the 2 hour cancellation window?
  • A: Orders cannot be canceled after 2 hours due to the speed in which we fulfill and ship. The Order(s) will ship as entered by and verified by the customer at the time they completed the checkout:
    • Customer mistakes have real costs in terms of shipping expense and lost inventory which will be incurred by the customer who made the mistake as stated in our terms and conditions.
    • A customer who ordered the wrong quantity or the wrong toy can return the unwanted items for a refund less the applicable return fee ($12.95/toy) by following the return instructions here.
    • A customer who made an error in the shipping address must depend on the person at the entered delivery address to do the right thing and return it to us, or, for undeliverable addresses, that it is returned to us by the carrier. Any items returned for these reasons will be refunded less return fee ($12.95/toy) once the items are received and checked into our warehouse.
    • Items that are shipped and delivered accurately to the location entered on the order, but are then not returned to us will be ineligible for any refunds.
  • Q: Can I edit my order after I submit it (changing the product, quantity, or addresses)?
  • A: You cannot edit an order, but if you make a mistake you have 2 hours from the time the order is submitted to Cancel it. Once the original order is cancelled, you should then place a new order with the proper information.
  • Q: How long until I receive a refund for the order I cancelled?
  • A: We issue the refund immediately, but then it’s up to your card or bank. It can take anywhere from 3-8 days or longer for your card or bank to fully display the refund to you.
  • Q: Did my order go through?
  • A: You will receive two emails: first a confirmation email and second a shipping notification email. If you do not receive these emails, please double check whether you are searching the email you used to place the order as you may have inadvertently used a different email address to purchase. Also please check your junk/spam folders. Alternatively, you may have mistyped your email address. We strongly recommend creating an account so you can always see your order history and track your order progress in the Orders section.
  • Q: Why don't I see my order in the Orders section of my account?
  • A: Your order history is available if you create an account. The history is tied to the email address you used to set up that account. Orders placed when logged into your account will appear in the Orders section of your account. If an order is missing, it's likely because you used a different email address, made an error when entering your email address, or checked out as a Guest when you placed your order.
  • Q: Can I pre-order this year’s truck?
  • A: We do not offer pre-ordering in order to comply with credit card company policies.
Shipping
  • Q: How soon will my order ship?
  • A: Our goal is to ship orders within 3 business days for free standard and preferred shipping (although we often ship faster aside from peak periods). Expedited shipping aims to ship same day if the order is placed before 11AM eastern time. Shipping transit times will vary depending on the shipping method selected.
  • Q: Where do you ship?
  • A: We ship to most domestic destinations plus Alaska, Hawaii, 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 in the U.S. 48 contiguous states only, using the free standard shipping option. Expedited shipping options cannot deliver to Post Office Boxes.
  • 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: Will my order be forwarded if I have a forwarding address filed with my local Post Office?
  • A: No. Our Free Standard Shipping does not include forwarding to an alternate address. Please be sure to ship your order to the address it can be received. Undeliverable packages are normally sent to a centralized “dead letter” post office location and may not be returned to us. Refunds are not issued for packages that have a forwarding address associated with them.
  • Q: What shipping method is used for Free Standard Shipping?
  • A: If you select "Free Shipping", your order will ship using the most cost-efficient method available, based on your shipping address and order size. Actual ship method and tracking number for your order will be provided in your shipping confirmation email once the item ships (which is generally within 1-3 business days).
  • Q: How long will it take for me to get my order?
  • A: We do our best to ship orders in 3 days (excluding holidays and weekends) but it is possible that it could take up to 7 business days or more during new product releases and peak holiday shopping days such as Black Friday and Cyber Monday. Delivery times for Free Standard Shipping are highly dependent on where you live, especially extremely rural areas. If you need your order sooner, you can upgrade for a fee to expedited shipping but that does not guarantee the order leaves the warehouse faster. For rough estimates of transit time after your order has shipped, see below.

    2022-ship-times-by-state090622.jpg

  • Q: Can I expedite shipping?
  • A: Yes, if you choose any of our upgraded shipping options other than "Preferred Shipping" we can ship the same day as you ordered if your order is received by 11 a.m. Eastern (excluding holidays and weekends). Please note that shipping carriers no longer guarantee that orders, even those with upgraded shipping, will be picked up on the same day it is ordered. Once an order ships, you will receive an email notification confirming it has shipped along with the details of the order and tracking information.
  • Q: What shipping options do you offer?
  • A: If you proceed to checkout and enter a delivery address, all of the available expedited options for that address will be listed if available.
  • Q: Why do you charge for shipments to Alaska, Hawaii and Puerto Rico?
  • A: As an increasing number of orders have been placed to these locations, the high costs can no longer be absorbed. Rather than pass the costs along to all customers, we are charging them directly to those customers who ship to those areas.
  • Q: I received a shipped status email, but why does my tracking number have no information on my package delivery?
  • A: Tracking number details are generated when we label your item but the tracking details will not show movement until UPS or FedEx scans the package at their initial distribution Hub, which can take 72 business hours or longer after they have been picked up from our warehouse. Please check again in a day or two. If no details exist after 5 business days of receiving the tracking number please follow the instructions provided for your Route Package Protection. If you removed that protection during checkout, you may call us at 1-844-HESS-TOY (1-844-437-7869).
  • Q: Where is my order? How do I track my order?
  • A: Please check your email for the shipping confirmation we sent you. There will be a link in that email to your FedEx or UPS tracking number so you can easily monitor your package's progress. You will also receive emails from "Hess Toy Truck via Route" with updates and tracking links so you can follow the progress of your order. Please check your Junk/Spam folder as well as other email inboxes you may have in case you inadvertently used a different email address. or you can find the order details and tracking information in your Orders section of the website if you logged in when you placed your order. See the order and package journey below.

  • 2022-package-journey-graphic.jpg
  • 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 to ensure you did not make any errors
    • Look around the delivery location for your package
    • See if someone else accepted the delivery (a family member or neighbor)
    • Wait 72 hours – in many cases packages falsely state delivered up to 72 hours prior to arrival
    • Look for a notice of attempted delivery (for expedited shipping options only)
    • If Route Package Protection was included in your order, please follow the links in the emails you were sent to resolve the issue.
    • If Route was removed from your order during checkout, you may call 1-844-HESS-TOY (1-844-437-7869).
Route Package Protection
  • Q: What is Route Package Protection?
  • A: Route Package Protection is shipping insurance that covers your order while it’s in transit including it being lost, misdelivered, stolen, or damaged (such as left in the rain).
  • Q: Why is Route Package Protection added to my order?
  • A: We automatically add the delivery insurance to your package because shipping insurance at a very low cost protects you (and Hess) from the increasing number of lost/misdelivered or damaged packages. Customers can remove the insurance before completing the order, but Hess will not be liable for any loss, damage or theft of that package.
  • Q: How do I make a claim with Route?
  • A: Route links are provided in the order and shipping confirmations that were sent to you. Every Hess Toy Truck Order with Route Package Protection will get an email directly from Route that includes a Route Order Number (essentially your insurance policy number) and a link to easily submit a claim online. You can also go directly to https://claims.route.com/ to make a claim. You’ll need your 9-digit Hess Toy Truck order number and email address.
  • Q: Can I make a claim with Route for a refund?
  • A: No, claims made with Route are for replacement orders only. Refunds are not provided.
  • Q: When can I make a claim with Route?
  • A: The below are examples to help you know when you can make a claim to get your issue resolved. Please don’t try to make a claim earlier than these time frames included in your Package Protection:
  • Free Shipping:
    • Immediately if the item arrives damaged-in-transit or if the tracking number indicates delivery is unlikely to occur. (Examples include Status of “Exception” or “Damaged in Transit”, or if the package has been sent back to any prior hub where it was previously.)
    • Three (3) business days after a shipment is marked as “Delivered” to the requested address but has not arrived.
    • Ten (10) days after a shipment has ceased to make any forward progress towards delivery.
    • Fourteen (14) days after the initial scan by the carrier at its first hub if delivery is not imminent.
    Preferred and Upgraded Shipping:
    • Immediately if the item arrives damaged-in-transit or if the tracking number indicates delivery is unlikely to occur. (Examples include Status of “Exception” or “Damaged in Transit”, or if the package has been sent back to any prior hub where it was previously.)
    • Two (2) business days after a shipment is marked as “Delivered” to the requested address but has not arrived.
    • Five (5) days after a shipment has ceased to make any forward progress towards delivery.
    • Nine (9) days after the initial scan by the carrier at its first hub if delivery is not imminent.
Returns
  • 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 (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: Click here for our Return and Exchange Policy.
  • Q: How do I return or exchange a Toy Truck?
  • A: Sign-in to your Hess Toy Truck account with your email address and password to access your order history. (Note: If you checked out as a guest, click here and enter the email address associated with your order, then click “Reset Password”. This action will send you an email with a link you must click to create a password and turn your guest order into a logged in account order. Once complete, log in to access your order history.) Once you’ve identified the order you wish to return or exchange, click “Return Items?” and proceed by completing and submitting the form. Once the form is submitted you will receive 2 emails: 1 from Hess Toy Truck confirming your request was submitted and 1 from FedEx with your print-at-home return shipping label. Return the item back to us and once it is received at our warehouse and inspected, we will process your request.
  • Q: Will I be charged shipping for my return or exchange?
  • A: There is no charge to exchange a damaged or defective toy (excluding damage done in transit which is covered by the Route Package Protection offered at checkout), but all Returns for refund will incur a $12.95 shipping and processing fee, which will be deducted from your total refund.

These Frequently Asked Questions were updated on October 16, 2024.

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