Hilti Customer Care: How to get fast, expert help for tools, repairs, and orders

Who Hilti Customer Care serves and what to expect

Hilti has supported professional construction and engineering teams since 1941 from its headquarters in Schaan, Liechtenstein, and today operates in 120+ countries with a workforce of over 30,000. Customer care is built around jobsite uptime: quick answers, predictable repairs, and account-based recommendations that reduce total cost of ownership.

Whether you’re managing a national fleet or a single crew, Hilti’s customer care teams handle ordering, technical matching, repairs, calibration, firestop submittals, and asset management support. Expect conversations to be tied to your account history, tool serials, and project needs rather than one-size-fits-all scripts—especially if you’re enrolled in Tool Fleet Management or using ON!Track for asset control.

Direct contacts in North America

Phone, chat, and in-person support

For the United States, the main Customer Service line is 1-800-879-8000. You can place orders, schedule repairs, check status, or get help selecting anchors, fasteners, and cordless systems. Live chat is also available on the website for order status, availability, and quick product questions; it typically mirrors weekday business hours and may extend during peak seasons.

Hilti North America’s headquarters is at 7250 Dallas Parkway, Suite 1000, Plano, TX 75024. In addition to phone and online service, more than 75 Hilti Stores across the U.S. and Canada provide counter service, tool demonstrations, and drop-off/pick-up for repairs. Use the store locator on the website to confirm addresses, hours, and inventory before visiting.

• United States Customer Service: 1-800-879-8000 (orders, repairs, account support)
• Website (region-aware): https://www.hilti.com (redirects to your country site)
• Canada website: https://www.hilti.ca; United Kingdom: https://www.hilti.co.uk
• In-person: Hilti Stores (use the “Store Locator” on hilti.com for directions and hours)

Tool service, warranty, and turnarounds

Submitting a repair and what’s covered

You can initiate tool service online by logging into your Hilti account and choosing Repair Services, by calling 1-800-879-8000, or by dropping tools at a Hilti Store. For couriered repairs, you’ll receive a prepaid shipping label; package the tool securely with the battery removed (unless the battery is part of the issue) and include your return address, contact, and any purchase order reference for traceability. Keep the tool’s serial number—it’s printed on the rating plate and on the repair paperwork—to track status.

Hilti’s Lifetime Service model is often summarized as “20-2-1”: a 20-year manufacturer’s warranty against defects in materials and workmanship, two years of no-cost repair coverage on most tools (including wear and tear), and fast repair turnaround targets. After the initial wear-and-tear period, repairs are quoted before work proceeds; many categories include a capped repair cost. Exact terms can vary by product and country, so confirm the specifics for your tool line and region when booking.

Turnaround times and status tracking

In the U.S. and Canada, tool repair centers target a rapid turnaround—commonly about three business days in the repair shop from receipt, plus carrier transit. If timing is critical, ask for a loaner tool at the time you book the repair; loaners are typically included for Fleet tools and may be available for others depending on stock.

Repair status is visible in your online account by tool serial number and repair order. You can also receive email or SMS updates if you opt in during submission. For fleet-heavy jobsites, align repair windows with your planned maintenance and calibration cycles to avoid unplanned downtime.

Fleet Management (TFM) and ON!Track asset control

What Fleet Management changes in customer care

Hilti’s Tool Fleet Management (often called “TFM”) replaces capital purchases with a fixed monthly fee per tool over a defined term—commonly 24–60 months, with 36 months typical in North America. The fee usually includes wear-and-tear repairs, loaners during service, battery replacement, and proactive refresh scheduling. Theft coverage can be added in many regions, usually with a deductible applied to approved claims; confirm the deductible and claim steps with Customer Care when you enroll.

For fleet customers, Customer Care will typically prioritize repair logistics, advance replacements on core tools, and periodic usage reviews to rebalance your mix. Keep your fleet roster current; removing idle tools and right-sizing batteries often frees 10–20% of spend without impacting productivity.

ON!Track: visibility for tools and consumables

Hilti ON!Track is a subscription asset platform that pairs cloud software with Bluetooth tags and barcode labels to track tools, cords, and even consumables. Customer Care can help with onboarding, role-based access, hardware ordering (smart tags, gateways), and data cleanup when you migrate spreadsheets into ON!Track. Many contractors start with high-value tools and expand to kits, chargers, and accessories once processes are stable.

Common ON!Track use cases include automated service reminders by runtime or calendar, geofenced last-seen locations, and transfer workflows between warehouses and crews. For fast support, have your company ID and the ON!Track asset number ready when you call; it speeds lookups and reduces back-and-forth on serial mismatches.

Ordering, availability, shipping, and returns

How to place accurate orders

Order via phone (1-800-879-8000), online through hilti.com, or at a Hilti Store. Online ordering shows real-time stock by distribution node and flags alternatives if an item is temporarily unavailable. If you’re matching anchors and fasteners, Customer Care can confirm approvals (ICC-ES, UL, FM), embedment, and edge distances against your submittals so the shipment aligns with engineering.

Standard ground shipping within the U.S. typically arrives in 1–3 business days depending on your zone, with overnight and second-day options available at checkout. If your jobsite has delivery restrictions (gate codes, liftgate needs, or limited receiving hours), include them on the order to avoid re-delivery fees and schedule slips.

Returns and exchanges

As of 2024 in the U.S., standard stock items are generally returnable within 30 days in new, resaleable condition; special-order or configured items may be nonreturnable or subject to a restocking fee. Initiate returns by phone, online, or at a Hilti Store to receive an RMA and a prepaid label when applicable. Credit posts to the original payment method after inspection.

For warranty-related exchanges, attach photos of the issue and the serial plate when you submit the claim—this often shortens the processing time by a day or more. If you’re working under a tight inspection window, let Customer Care know so they can prioritize the shipment of replacements or loaners.

Escalations, technical support, and field services

When to escalate and who you’ll meet

For complex questions—such as anchor design checks, firestop engineering judgments, or heavy diamond equipment—Customer Care can route you to a field engineer or a technical specialist. Bring your drawings, load cases, and project specs, and note the authority having jurisdiction (AHJ) if you anticipate special submittals.

Larger accounts typically have an assigned account manager who can coordinate bulk deployments, national pricing, and cross-jobsite logistics. If you’re unsure who that is, call 1-800-879-8000 with your customer number and ask for your account team. For design community support and product Q&A, “Ask Hilti” is available at https://ask.hilti.com.

What to have ready when you contact Hilti Customer Care

Having complete details at hand reduces average handle time and prevents re-shipments. The following checklist covers what agents most often request for orders, repairs, and technical validations.

• Your customer/account number, billing and ship-to addresses, and a direct call-back number
• Purchase order (PO) or job reference, delivery requirements (liftgate, appointment, gate code)
• Tool serial numbers, ON!Track asset IDs, and a brief description of the issue or error code
• Photos of the tool, rating plate, and failure point; for anchors/firestop, drawings and load data
• Preferred resolution: repair, exchange, loaner, or immediate replacement with return to follow
• Any required certifications (ICC-ES, UL, FM), SDS requests, or compliance documents for submittals

If you manage multiple crews, designate one contact per jobsite to approve quotes and sign for deliveries. This single-point approach typically trims a full day from repair and replacement cycles and keeps assets tied to the correct cost codes.

Is Hilti a lifetime warranty?

Service, repairs and warranties for Hilti tools
Just to prove to you the quality of our products. We also offer a lifetime manufacturer’s warranty against manufacturing defects. We’ll pay for repair costs of your Hilti tool for up to 2 years from the date of purchase.

What is the number for 1 800 363 4458?

Call Hilti Customer Service (U.S. 1-800-879-8000, Canada 1-800-363-4458, Guam 1-671-646-0930, Puerto Rico 1-787-936-7060). or emailed to you within minutes.

Who owns Hilti tools in the USA?

the Martin Hilti Family Trust
The company has also been planning with financial foresight since its founding in 1941 by brothers Eugen and Martin Hilti. All company shares are in the possession of the Martin Hilti Family Trust, which ensures the long-term continuity of the company.

What is the phone number for Hilti warranty?

1-800-879-8000
If you need a battery warranty replacement, please call Hilti Customer Service at 1-800-879-8000.