TOOL REPAIR

Stay in working order.

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.

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 1-800-363-4458 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.

Set up your online account

In order to use online tool repair services and Hilti Connect, you need to have an online login. Chat with us online and we can link your email address to your Hilti account for simplified tool management.

Don't have a login yet? Chat with us.

Hilti Online

Enjoy access to your company's tool history whenever you need it — keeping service requests simple and your project running smoothly.

Login to request a tool repair Chat with us online

Hilti Connect App

Seamlessly process repairs for your tools from your smartphone with the Hilti Connect app.

How to request a tool repair with Hilti Connect Learn more about Hilti Connect

Request a tool schematic

Request a tool schematic or parts list, and our customer service team will send it to you via email within 24 hours.

Request a schematic

Mailing tools for repair

Carefully follow all packing instructions when shipping one of our tools. Improper handling can result in delayed shipments or Purolator 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 - Gas Canisters

1. Before placing the Purolator 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.

Limited Quantity Products - Boosters

1. Before placing the Purolator 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 1.4S label.

Once the tool is packaged:

  • Drop it with Purolator or call Purolator to arrange pick-up (you may incur additional charges from Purolator 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.

Lithium Batteries

TDG regulations require that the proper label be placed on the outside of the box when shipping lithium ion batteries that are not greater than 100 watt hours. If you need a battery warranty replacement, please call Hilti Customer Service at 1-800-363-4458. 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 Purolator 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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