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.
  • Q: Can I anticipate any impact to my order from COVID-19?
  • A: Due to the pandemic, our fulfillment partners, including FedEx and the Postal Service, continue to experience higher than normal demand due to an increase in online shopping and vaccine delivery priorities. As a result, customers should expect slower than normal deliveries and plan for delays. Please remain patient as this is not something Hess can control.
  • 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 following us on social media: Facebook (be sure to Like AND Follow!) and Instagram @HessToyTruck.  You can also 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 scroll to the bottom of the page.  In the black footer bar you’ll see a prompt to “Sign up for Hess Toy Truck Alerts” with a box below it. Simply enter your email address and click the “Sign Up” button.
  • Q: What is a Mini Toy Truck?
  • A: 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 Toy Trucks per customer or address.
  • 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: 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.
  • 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 of 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 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. I don’t recall creating one?
  • 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 of 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.
Ordering
  • Q: Will you accept orders by phone?
  • 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.
  • 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 as payment for online orders and Venmo for orders placed on a mobile device. 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: What if I make a mistake entering my order?
  • A: Orders cannot be edited. If you need to CANCEL an order you may do so within 2 hours of placing it by:
    • Account Holders: log into your account, locate the order and click the green “cancel order" button. Account holders that did not log into an account but instead used the guest checkout when placing their order will not see the order in their account and will need to contact us at 1-844-437-7869 for assistance. There is no guarantee we will be able to assist within the 2-hour cancellation window. Once the 2-hour cancellation window has expired, the order has been transmitted for fulfillment and cannot be cancelled.
    • Non-Account holders that used Guest Checkout: go to HessToyTruck.com. Follow steps to reset password. This will allow you to then log in as an account holder and cancel your order. If you need assistance you will need to contact us at 1-844-437-7869, however there is no guarantee we will be able to assist within the 2-hour cancellation window. Once the 2-hour cancellation window has expired, the order has been transmitted for fulfillment and cannot be cancelled.
    • Orders cannot be cancelled via email request.
  • 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. Then go ahead and 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 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
  • COVID-19 Shipping Delays: The pandemic is causing a general slowdown for FedEx and the US Postal Service which may delay the arrival of your order. We ask for your patience during these unprecedented times. If your order has not made progress in transit for over 7 days, please contact us.
  • 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, via FedEx Ground Economy. 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: Free standard shipping may be either FedEx Ground Economy service, which is picked up from our warehouse by FedEx, and may be turned over to your local Post Office to be delivered by your mail carrier to your mailbox, or FedEx Home service, which is delivered by FedEx to your door. These ship methods offer the most economical way to keep product costs down with a traceable shipping method.

  • To know how your specific order will be shipped, when you reach the Shipping Section at checkout, if the Free Shipping Option does not state "FedEx Home", your shipping method will be FedEx Ground Economy, which may be delivered by FedEx or turned over to your local post office for delivery. Otherwise, it will be shipped via FedEx. You'll want to monitor your order journey using the tracking number provided at time of shipping for the most updated and accurate information.
  • Q: How long will it take for me to get my order?
  • A: Orders are typically shipped out in less than 72 hours (excluding holidays and weekends) but may take longer during our initial launch periods. Please note that due to the COVID-19 pandemic, FedEx and the US Postal Service have advised us to expect longer than normal delivery timeframes. Delivery time frames for Free Standard Shipping are highly dependent on where you live, especially extremely rural areas. 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.

    Estimated Ship Times 2021

  • Q: Can I expedite shipping?
  • A: Yes, if you choose any of our upgraded shipping options 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 due to the COVID-19 pandemic, FedEx has advised us that they cannot guarantee 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: How many shipping options do you offer?
  • A: Shipping options offered are based on where the order is being shipped to:
    • Free Standard Shipping, offered only within the contiguous 48 US States and APOs, is either FedEx Ground Economy (delivered by FedEx or US Postal Carriers), or FedEx Home, whichever is the most economical for us. Customers may choose to upgrade to one of the following services:
      • Home Delivery: Generally 2-8 business days, depending on location
      • Express Saver: Generally 3 business days
      • 2-Day: 2-3 business days
      • Standard Overnight: 1-2 business days
    • Customers shipping to Alaska or Hawaii will need to pay for shipping, using one of the following services:
      • 2-Day: 2-3 business days
      • Standard Overnight: 1-2 business days
    • Customers shipping to Puerto Rico will need to pay for shipping, using one of the following services:
      • International Economy
      • International Priority
  • 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 hose 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 and place it on a FedEx truck at our warehouse. There will not be progress shown until after FedEx initially checks packages into their local Hub location 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 4 business days of receiving the tracking number please 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 account for the shipping confirmation email we sent you. There will be a link there to your tracking number so you can easily monitor your package’s progress. If you did not receive that email, please check your Junk/Spam folder as well as other email inboxes you may have in case you inadvertently used a different email address than you think. Also, 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. Note: Progress on tracking numbers may take up to 4 business days to show up in the FedEx tracking system. See the order and package journey below.

    2021 Package Journey

  • Q: What if my tracking number has no information on my package?
  • A: Tracking numbers are assigned as soon as your shipping label is created. It will only show progress once FedEx has scanned the package at the initial distribution hub, normally within 48 hours. However, because of the COVID-19 pandemic FedEx has advised us to expect longer than normal timeframes for the initial scan, for package transit progress, and for delivery. If your tracking number still shows no movement for 7 consecutive days, please reach out to us for assistance at 1-844-HESS-TOY (1-844-437-7869) or via help@hesstoytruck.com.
  • 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 (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)
    • Verify the shipping address to ensure you did not make any errors
    • Call 1-844-HESS-TOY (1-844-437-7869)
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, but all Returns for refund will incur a $9.95 shipping and processing fee, which will be deducted from your total refund.

These Frequently Asked Questions were updated on June 7, 2021.