TOOL REPAIR

We make it simple to request a tool repair through your Hilti Online account.

Adjusted tool repair processes

As part of COVID-19 safety measures, Hilti has revised repair processes while maintaining our one-day turnaround promise

Hilti wants to assure our customers we remain on the job so you can stay on yours. To help keep both our employees and yours safer, we have adjusted our tool repair processes for the immediate future.

Despite these temporary changes, Hilti maintains our same repair promise of one-day turnaround.

Hilti adjusted tool repair processes as part of COVID-19 safety measures

Stores, Account Managers unavailable for tool repair drop-off/pick up

To lessen the chance for COVID-19 exposure, Hilti Stores and Account Managers are temporarily unable to receive, pickup, or process tool repairs. 

If you have tools needing repair, call Hilti Customer Service at 1-800-879-8000 between 6 a.m. and 6 p.m. CDT, Monday – Friday with the following information:

  • Account number
  • Tool model
  • Tool serial number
  • Valid return shipping address
  • Description of the issue

Continue requesting repairs with online options

Customers can request repairs using the Hilti Connect app or through their Hilti online account. You may also live chat with us.

Mailing tools for repair

Carefully follow all packing instructions when shipping one of our tools. Improper handling can result in delayed shipments or UPS fines. If you have the tool kit box available, you can ship directly in the kit box without the need for additional packaging materials, as long as there are no batteries in the kit box.

Limited Quantity Products - Booster, Gas Canisters

1. Before placing the UPS label on the box, double check no diamond label marking or other hazard-identifying labels are visible.

2. If a diamond label is on the box, remove or cover up the label unless specifically instructed otherwise. In this case, we’ll provide a label.

Once the tool is packaged:

  • Drop it with UPS or call UPS to arrange pick-up (you may incur additional charges from UPS for pick-up)
  • Once the Tool Service Center receives your tool, Hilti will repair it same day and return the repaired tool to you within 24 hours

Tools requiring special handling

Gas Saws

Gas saws cannot be shipped in the air without special approval. When shipped ground (i.e. parcel, LTL, or courier), you must do the following:

  1. Check gas tank for liquid.
  2. Drain all gas.
  3. Purge fumes until tank is dry.
  4. Replace gas cap and tighten securely.
  5. Place saw in a plastic bag and seal.
  6. Place bagged saw in a sturdy box.
  7. Provide plenty of packaging material.

When gas tank is dry, shipping gas saws requires no special labeling or documentation.

Vacuums

The waste container of the vacuum may or may not contain hazardous materials and must be removed as a precaution to avoid any hazardous goods shipping.

  1. Remove the bottom waste container from the vacuum.
  2. Enclose vacuum head in a plastic or trash bag.
  3. Place plastic bag in a sturdy box.
  4. Provide plenty of packaging material.

When the waste container is removed from the vacuum, shipping requires no special labeling or documentation.

Batteries

DOT regulations require the proper label be placed on the outside of the box when shipping Lithium-ion batteries no greater than 300 watt-hours. Due to strict hazmat requirements in the US, no battery 6 ah or above may be shipped by any person other than a Distribution Center or Hilti Tool Service Center representative. If you need a battery warranty replacement, please call Hilti Customer Service at 1-800-879-8000. During the current situation, you will need to hold on to the broken battery and we will collect and recycle it when normal operations resume.   

Instructions for shipping ground-only, air-restricted packages.

  1. Always pack battery in a strong and sturdy box.
  2. When shipping battery inside tool kit box, ensure kit box is placed inside another cardboard box.
  3. Total weight of the box cannot exceed 65 pounds.
  4. Cut the label below and tape near the UPS label with clear tape.
  5. Shipment may only be sent via ground services.
  6. Use UN3480 label for individual batteries by themselves.
  7. Use UN3481 if the battery is either contained in equipment or packed with equipment (internal in a laser or packed in a case with a tool not attached).

No exceptions made for tools requiring special handling.

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