Q. How do I order several different trucks?

A. Just send us an eMail listing the trucks you want and we will prepare a single payment request with combined shipping.   You will receive an eMail with a link to complete the transaction via PayPal or Credit Card.

Q. Why don't you have a shopping cart system.  Wouldn't that be an easier way to handle multiple truck orders?

A. Yes it would be.  We hope to be able to incorporate a shopping card system into our website sometime in the near future.

Q. What type of payments do you accept?

A. Our preferred payment method is Credit Card or PayPal.  Just click on the "Buy Now" buttons next to the listing on our web page.  We also accpet personal checks and money orders.  Please eMail us if you wish to pay via check or money order.  Personal Checks will delay shipment as they must clear before we can ship.  And of course, cash is always good.  However it is not recommended that you send cash through the mail.

Q. Can I call in an order?

A.   No, we only accept orders online through our website: www.hesstrucks.net.  We can not accept credit card numbers directly.  All credit card orders must be processed online utilizing PayPals sucure servers.  This is for your protection!

Q. I don't like PayPal.  Can't I just give you my credit card #?

A. No, we can not accept credit card #s directly.  Please don't eMail us your credit card # or try to call it in over the phone.  PayPal is currently the only way we have of accepting credit card payments.  This can only be done on-line, utilizing PayPal secure servers.  Again, this is for your protection

Q. What is your Return Policy?

A.

• Generally, all sales are final!  However, we strive for 100% customer satisfaction so we do make some exceptions.
• Damaged, Defective, or Misrepresented items.  If you item arrives damaged or if you feel that our description did not accurately reflect the condition of your purchase please eMail us within 7 days of receipt.  You must receive an authorizion from us before sending your truck back!   We will make the decision to either replace the item or provide a refund.
• Changed your mind or found it cheaper somewhere else.  Sorry but all sales are final.  As a buyer, you are responsible for shopping around and considering whether you really want something before making the purchase.
• Purchased the wrong item - As long the item is in the same condition as when we sent it and you eMail us within 7 days after receipt of item, we will work with you to exchange it for another item.  However, you will be responsible for any additional shipping costs. 

Q. What shipping methods do you use? 

A. We use either UPS, USPS Priority Mail, or USPS Parcel Post.  The method used depends upon the location it is being shipped to, the weight of the package, and the total value of the order.  Our standard shipping charges mean that we select the shipping method.  If you want to request a specific shipping method, please eMail us before placing the order and we will let you know if additional charges will apply.

Q. How long will it take to receive our trucks?

A. Most orders are shipped the day after they are received.  Therefore most items will arrive in about 3-4 days.  Some orders to the West Coast, Alaska, Hawaii, and other US territories may take a little longer.  Since we are a small family owned business, there may also be the occasional vacation or family emergency that may delay shipments.  We will always send an eMail to inform if the shipping delay will be more than a few days.

Q. My package was shipped to the wrong address?

A.

• If we mis-labeld the original package, we will do whatever it takes to correct the problem.
• If you provided us with a wrong address we can not be held responsible if you are unable to receive the package.  Please let us know ASAP if you gave us an old or incorrect shipping address and we will work to correct the issue.  If you request an address change after shipping there is not much we can do.  If the package is returned to us, we can re-ship to the correct address, but you will be responsible for the additional shipping costs.

Q. Do you ship Internationally? 

A. Yes, we do.  International orders are shipping via USPS International Priority Mail.  Please eMail us if you want your order shipped outside the United States.  Our standard shipping charges are for US orders only.  International orders that are received with only the standard US shipping charges will be refunded and a revised payment request will be sent which will include the appropriate international shipping fees.  The buyer is responsible for all incoming customs fees.  Also, for international shipments, we can not be held responsible for anything that happens to the package once it leaves the hands of the US Postal Service.

Q. How come you charged me $8.00 for shipping when it only cost $6.38 to ship the truck?

A. We offer flat rate shipping charges.  This means you pay the same amount no matter where in the United States you are located.  This is done to keep things simple.  www.hesstrucks.net is a small family owned side business and we do not have the programming knowledge to incorporate a fancy shopping cart system that automatically calculates shipping charges based on your zip code.  Yes, this does mean that if you live in the South-East or Mid-Atlantic states you will likely pay more than actual postage costs, while people on the West Coast, Alaska & Hawaii get a little break.  Also remember that there is more to shipping costs than just postage.  Boxes, packing material, tape, labels, etc. all add to the total cost of shipping.

Q. It says on the box that batteries are included.  Why didn't we receive any batteries?

A. Our policy for batteries is as follows:

• Batteries are not included unless they are factor pre-installed.  This means that we do not include the C or D sized batteries.    The small watch, AA, and AAA batteries that come pre-installed in the accessory vehicles and miniature trucks are left in place to keep the trucks in NRFB (Never Removed from Box) condition. 
• The AA and AAA batteries will leak over time.  Therefore we have carefully removed the AA and AAA batteries from all trucks 2002 and earlier to prevent damage from expired leaking batteries.
• The small watch size (A76) batteries have been left in place.  We have seen no evidence that these leak, however for older model trucks, we can not guarantee that they will still be good. 

Q. Why don't you include 'C' or 'D' sized batteries

A. There are several reasons why we don't include the batteries:

1. Many of the trucks we sell are older models.  The batteries that came with these trucks would be long past the experation date.
2. Since the Hess Stations limit the quantites of trucks that wecan buy, we have to rely on other sources to obtain the number of trucks we need each year.  Most of our other sources, do not include the batteries.
3. Batteries are heavy.  For many models, including the batteries would move the package into the next weight class which would mean we would have to increase our shipping costs.
4. Rather than sometimes including the batteries and sometimes not, we think it is better to be consistent and clearly state on our website that batteries are not included.  Many of our extra batteries are donated to local charities each year.

Q. Should I remove the batteries from my Hess Trucks?

A. Yes

• You should never leave any C or D size batteries inside a Hess Truck for any extended period of time.  These will eventually leak and damage the truck!
• The AA and AAA batteries will also leak over time.  We like to keep newer Hess Trucks in NRFB (Never Removed from Box) condition, However, the factory pre-installed AA and AAA batteries will eventually leak and must eventually be removed..  We recommend removing these batteries before they become more than 7 years old.  Therefore the AA batteries in the 1995 Heslicopter and 1999 Space Shuttle should definitely be removed by now!  It is also time to start thinking about removing the AAA batteries from the 2001 Hess Cruiser, the 2002 Hess Airplane, and the older Hess Minis.
• The small watch size (A76) batteries should be OK to leave in place.  We have not seen any evidence that these leak.  However, we can not guarantee that they will never leak and you might as well be safe and remove them once they go dead.  We would like to be notified ASAP if anyone comes across any of these smaller batteries leaking.

Q. How come your prices are higher than they are at the Hess Station?

A. We recommend each year that people visit a Hess Station to purchase their trucks.  There is no possible way that we can match the station issue price.  There is no way for us to purchase the trucks for any less then they are at the stations, therefore we have to be able to sell them for more in order to have a viable business.  When you buy from us, you are paying extra for the service of having the truck delivered to your door.

Q. Your price has gone down since I purchased my truck.  Can I get a refund for the difference?

A. No, The collectable market is like the stock market and gasoline prices.  Prices are constantly going up and down depending on market conditions.  Just like the gas station won't give you a refund if the price of gasoline drops the day after you fill your tank, we can not offer a refund if our price drops after your purchase your truck..