Return, Exchange, and Replacement Policy

CANCELLATIONS AND ORDER MODIFICATIONS

Orders cannot be edited once submitted, 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.

RETURNS FOR REFUND

Eligibility:

Returns for refund are allowable only for Toy Trucks purchased directly from Hess Corporation on our website (HessToyTruck.com) and telephone order system (1-844-HESSTOY). All returns must be postmarked within 90 days from date of purchase. Hess retains the right to extend these deadlines at our sole discretion.

Requirements:

Proof of purchase from Hess Corporation is required for all returns. Toy Trucks presented for return and refund must be in the original box and in the same condition as received, including batteries. Returns must be processed by customers using the online step-by-step Return and Exchange process, be packaged in a shipping box, and utilize the prepaid, pre-addressed, print-at-home shipping label generated during the process. Any Returns sent back outside of this process will not be honored.

Return Processing Fee:

You will be charged a $9.95 shipping and processing fee for each Toy Truck returned for refund. This fee will be deducted from your total refund. Any expedited or upgraded shipping that you may have chosen to pay will not be refunded, nor will any phone order service fee if applicable.

Refunds:

Upon receipt of a Toy Truck shipped back for return, we will inspect the merchandise and advise you if there are any discrepancies. Following this inspection, we will notify you via email that we are processing your refund.

Refunds will be applied to the same method of payment used to make the original purchase. You will receive the credit within 21 days from receipt of your return, depending on your card issuer’s policies.

EXCHANGES

We take great care to ensure that all Hess Toy Trucks are in proper working order. Each Toy Truck is quality inspected and each feature checked numerous times. However, in the rare instance you receive a damaged or malfunctioning Toy Truck we will replace it with the same toy model free of charge unless the item was damaged during shipping transit (see below regarding Damaged in Transit).

Eligibility:

Exchanges may be made only for Toy Trucks purchased directly from Hess Corporation online from our website (HessToyTruck.com) and telephone order system (1-844-HESSTOY). All exchanges must be postmarked within 90 days from date of purchase. Hess retains the right to extend these deadlines at our sole discretion.

Requirements:

Proof of purchase from Hess Corporation is required for all exchanges. Toy Trucks presented for exchange must be in the original box, in the same condition as received, including batteries, and packaged in a shipping box.

Exchanges must be processed by customers using the online step-by-step Return and Exchange process, and utilizing the prepaid, pre-addressed, print-at-home shipping label generated during the process. Any Exchange item sent back outside of this process may not be honored.

Exchange Shipment:

Upon receipt of a Toy Truck shipped back for exchange, we will inspect the merchandise and advise you if there are any discrepancies. Following this inspection, we will notify you via email that we are shipping your replacement toy.

Replacement toys will be shipped to the same address as the original order within 48 business hours from receipt of the returned item(s).

DAMAGED IN TRANSIT: REPLACEMENT REQUEST

Eligibility:

Replacements may be made only for Toy Trucks purchased directly from Hess Corporation online from our website (HessToyTruck.com) and telephone order system (1-844-HESSTOY) that included the Route Shipping Protection Insurance.

Requirements:

All requests for a Replacement due to damage in transit must be made directly to Route using the links provided. You’ll need to provide the “Route Order Number” included in your Route Package Insurance email to make a claim. Please see Route’s Terms and Conditions for applicable process and deadlines.

Replacement Shipment:

Upon an approved claim, Route will place a new order on your behalf. Replacement toys will be shipped to the same address as the original order.

How to Return or Exchange:

  1. Sign-in to your Hess Toy Truck account with your email address and password to access your order history. 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, you can proceed with step #2.
  2. Find the order you would like to exchange or return and click "Return Items?". 
  3. Complete the form and click "Submit Return Request".
  4. Check your email associated with this order. You will receive 1 email from Hess Toy Truck upon successful submission and 1 email from FedEx with your print-at-home return shipping label. If you do not receive 2 emails in your inbox, make sure to check your junk/spam folders!
  5. Print out your shipping label by going to the Returns section of your account.
  6. Place the Toy Truck (in its original decorative box, in the same condition as received, including batteries) into a separate shipping box. Close and tape the box securely. Note: Do not use the decorative Hess Toy Truck box as your shipping box.
  7. Affix the shipping label to the outside of your shipping box. If you reuse a shipping box, please make sure to remove the original shipping labels before affixing the new ones.
  8. You may bring the package to any FedEx location or drop box. Make note of your tracking number in case you need to reference it. Allow at least 72 hours from ship date for the tracking number to be activated in the FedEx tracking system.
  9. Once your return shipment is received at our warehouse, we will inspect the merchandise and advise you if there are any discrepancies. Following this inspection, we will process your refund and notify you of this. If an exchange, emails confirming order and shipment of the replacement will be sent to you, including tracking number.

Customers without internet access or print capabilities may email help@hesstoytruck.com for a Hess Toy Truck agent to assist in the return process. Customer will need to provide their original order number for the agent to generate a return shipping label that can be emailed or mailed directly to customer.