Frequently Asked Questions

We only deliver to Customers with a registered office (billing address) in [country] and who can enter a shipping address within [country].

When you order hand pallet trucks you can pick a custom colour for your truck. Choose the BT Lifter model then, under the “Add-ons” section, you can select the “Own colour” option. When we have received your order, our customer support agent will contact you to discuss colour options.

After you have placed your order, our Back-office team will check and prepare your order, they will confirm stock and send you an order confirmation.  If you would like to modify your order this can be done by contacting us directly after order placement. However, you are bound by the order after order placement, read more about this in our return policy.

Immediately after you've successfully placed your order, you will receive an e-mail with all the order details. When the order is confirmed by back-office personnel, you will receive another email confirmation entitled "Your order confirmation". If we have any questions about the order you've placed we will call you back. 

You can find the status of a particular order and view your order history on the order status tracking page.

We accept the return of undamaged Products or Accessories within [x] days of delivery free of charge, this under the condition that

• the packaging and seals are intact
• they are not items made to order
• the return form is attached to the return consignment

All returns must be approved prior to return shipment. Don't hesitate to contact our customer service for a return form.

If a Product is defective, we reserve the right to choose between repair or replacement. Contact customer service as soon as you acknowledge a defective product. For full terms read more here.

If you have forgotten your password, please click on "Forgot Your Password?" below Sign In.

You will be asked for your login email address to retrieve your password. You will receive an email with a link to reset your password, that is valid for one hour. If you still have problems signing in or forgot the email address you created your account with, you can contact our customer support XXXX.

To buy from us you need to create an account. After you have found the truck that you would like to buy click on add to cart. Open the cart and click continue to order, after that you’ll be able to choose between ‘Sign in’ or ‘New customer’. 

Choose ‘New customer’, enter your email as username and click continue, and follow the steps to create your account. Your account will be created after finalising the third step ‘Add contact information’.

We have an automated payment system which ensures a secure and fast service for our customers. You can pay by

• invoice
• credit card
• or if available choose one of Toyota´s financing options.

Yes, you can. After you have placed your order, you will receive an invoice along with the order confirmation. You will find the amount of payment, payment receiver, and other details stated on the invoice. Please note that payments have to be made within 30 days from the date you receive the invoice.

If you need help with invoice payment, please don't hesitate to contact us. A credit assessment will be done, to secure your credit score.

Yes, you can, to complete your credit card payment, press SEND ORDER in the last step, you will be directed to a trusted payment page to fill in your credit card information. No card details will be stored with us. Afterward, you will be redirected back to our confirmation page.

All card payment transactions are handled with 3-D Secure protocol and processed through SSL(Secure Socket Layer) - an encrypted solution. It is important to make sure that there are enough funds available on the card balance until Toyota Material Handling XXX has credited the transaction of the order. If there is insufficient coverage or payment for any other reason cannot be completed Toyota Material Handling XXX is entitled to cancel the order or to invoice the amount.

If you receive an error message related to credit card authorisation failure, double-check that the billing address on the credit card matches your account billing address, try re-entering your CVN or security code, and be sure that the card is current and valid. After validating the information you've entered and an error message is received on a second attempt, call XXXXX or contact your financial institution for further assistance.

The financing option "Rental 36 months", gives you the possibility of renting the Product for 36 months in accordance with our terms and conditions for long-term rental. The rental fee is invoiced on a monthly basis with payment terms net 30 days after the invoice date. Our Back-office will provide you, together with the order confirmation, a rental contract with terms. If you choose this financing option your order is only legally binding after the contracts have been signed by both parties. If you would not sign the contract your ordered Product is cancelled.

There are many ways to book truck service with us, simply choose one of the methods below that suits you best:

• Book service online - fill out the service request in our contact bar on the right-hand side of our website and you'll be contacted by our technicians within 24 hours.
• Book service by calling customer support at XXXXX.
• Book service by contacting your local service depot - find the contact details of your local depot here.

We operate a 24/7 service hotline where your service request or breakdown will be processed and provided to one of our service technicians.

Yes, in all of our service packages, we will provide a Toyota-accredited technician to your site in order to service and maintain your equipment

We aim for a guaranteed [XX] hour response time to breakdowns.

We deliver with our own lorries directly to your shipping address. You can also choose to pick up your order at our depot, of course, free of charge.

On all products we communicate an estimated delivery time, and in cases when a specific option affects the delivery time, we try to communicate that as well.

If we for any reason won´t be able to deliver on time we will contact you, and in most cases, we’ll offer you a rental truck if the delivery time is too long.
After you have completed your purchase, and your goods are dispatched from one of our warehouses, you will receive a dispatch email letting you know the expected delivery time frame.

If you have made multiple purchases, you may receive more than one dispatch email, each with the details of the individual deliveries. Your goods may also arrive separately on different days. Please contact us if your goods have not been received within the time frame outlined on your dispatch email/s.

To better serve our clients, we use merchandise inventory from all our warehouses across Europe. You will receive multiple shipments when your order is being fulfilled by multiple warehouse locations. You will receive a notification via email if the order is split into multiple shipments.

The shipping cost is calculated by a "Per Product" cost so each shipment will be charged separately if nothing else is indicated in your order confirmation. If additional shipping charges apply, you will be informed, and the charge will appear on the order confirmation.

The shipping cost is calculated by a "Per Product" cost so each shipment will be charged separately if nothing else is indicated in your order confirmation. If additional shipping charges apply, you will be informed, and the charge appear on the order confirmation.

The warranty varies depending on the product.

New trucks are protected by the manufacturer’s product warranty, which is indicated on the Product page, under sections "Product Specification", "Good to know".

Used trucks are protected by the manufacturer's product warranties for the period indicated for reconditioned Products. Our used trucks are classified into different levels and the warranty varies between the levels. Read more about the classification and warranty levels for used trucks here.

In most cases, we are able to deliver equipment within 1-2 days.

You can rent forklift trucks for a minimum of 1 day.

We always do our best to deliver equipment within the estimated delivery time; however, due to unforeseen circumstances, we do not guarantee delivery time. We will always contact you with changes and in most cases offer you a rental truck if longer delivery times are expected.

Online you can rent a truck from 1 day to 365 days. For Used trucks, we offer a 36-month rental contract that you can sign up for online.

We also offer longer rental periods, if you're interested in longer rental periods, please contact us for more information.

No. The equipment is delivered with a full fuel tank. If refueling is necessary, it is your responsibility to refuel the equipment, otherwise, you will be charged a refueling fee.

In most cases, yes, this is all stated in the Rental Agreement.

Toyota Approved Used is our program designed to serve the best quality used trucks to our customers. If a truck doesn't apply to the program we won't resell it to you. It contains a series of strict requirements to ensure the Toyota used truck quality:

• Only used Toyota trucks are valid
• Each truck has been serviced by us from new
• Service and maintenance have been done with only genuine parts from Toyota
• All trucks go through a full security check and fork tests
• Key components are controlled to make sure there are no functional issues
• Each truck is refurbished to a high-quality level
• The trucks are always delivered with complete documentation
• You always get from 1 to 9 months of warranty
• All trucks can be included in our rental or service agreements

You can buy used trucks online in our webshop or you can talk to a sales representative in your area. Check out our How to Shop Online guide to learn more about purchasing used trucks online or contact us to talk to your local sales representative.

Yes, our used trucks are always delivered with complete documentation. You will receive the documentation when you receive your new used truck.

 

Used trucks are protected by the manufacturer's product warranties for the period indicated for reconditioned Products. Our used trucks are classified into different levels and the warranty varies between the levels. Read more about the classification and warranty levels for used trucks here. We have 3 different warranty levels (1, 6, and 9 months) and on each individual truck, you will find information on what warranty level that applies to the specific truck. 

Yes, you can always buy, rent, or have financing for used trucks. Please visit our Financial Options page for additional details.

We offer different service packages that are customised to suit different levels of needs.

For emergency service, don't worry - we are here to help you. Simply reach us by:

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