Contact

Questions about a machine, an attachment, an order or a return? Email us and a person answers – always within 24 hours, usually the same business day.

The fastest way to reach us

Email is best. Put your order number in the subject line if you already have one, and tell us what you need in the first sentence. We can answer most questions – stock, machine sizing, attachment fitment, freight timing, returns – in a single reply.

The phone line is open during customer service hours. If it rings out we are with another customer; leave a message with your order number and we will call back the same day.

Send us a message

Use the form below and we will reply by email within 24 hours. Add your order number if your question is about an existing order.

What we can help with

• Choosing a machine. Tell us your narrowest access point, the depth you need to reach and what you are digging in, and we will tell you which of the five excavators fits – including when none of them does.
• Attachment fitment. Send us your machine’s weight class, pin diameter, the width between its mounting ears and its auxiliary hydraulic flow in gpm, and we will confirm what pins straight on before you order.
• Freight delivery. Machines are delivered curbside on a flatbed or drop-deck trailer and are unloaded down ramps – they are too heavy for a liftgate, so you or an operator you appoint has to track the machine off the truck. Ask us anything about access, unloading or timing before you buy, and we will arrange a rigger if you would rather not do it.
• Order status and tracking. Every shipment is tracked. Check it yourself on the Track Your Order page, or ask us and we will look it up.
• Changing or cancelling an order. Email us straight away. If the order has not shipped we can change the address or cancel it outright.
• Returns, exchanges and replacement parts. 30 days from delivery on any unused item. See the refund policy, then email us for the return address. For wear parts, tell us the item and what wore out and we will confirm the part.

Response times

Emails sent during customer service hours are usually answered within a few hours. Anything that arrives overnight or on a public holiday is answered on the next business day. Nothing waits longer than 24 hours.

Before you write about a late delivery

Orders are dispatched in 1 – 2 business days and transit takes 3 – 6 business days, so allow 4 – 8 business days in total before chasing. Carrier scans can lag by a day, and a freight carrier will not deliver a machine until it has spoken to you to book a window – check your voicemail. If your order has not arrived within 8 business days, email your order number and we will open a trace with the carrier and either replace the order or refund it in full.