FAQs

Thompson Tractor General FAQs

1. Do You Have After-Hours or Emergency Support?

Thompson Tractor offers after-hours and emergency field services support. You can call us at 800-547-0760, and we’ll direct you to the right department for quick assistance. While standard contact hours are Monday through Friday, we know that equipment can break down at any time, which affects your productivity and bottom line. We can help minimize your downtime and ensure your equipment gets prompt attention around the clock, seven days a week.

2. How Do I Reach a Live Agent Quickly?

The quickest way to reach a live agent is by calling us directly during our business hours. Our dedicated local reps are ready to help. You can contact us through our main phone number at 800-547-0760. Our team can help with a range of questions, whether you’re wondering if a specific part is available or if you need to schedule a repair or routine maintenance. We’ll provide the personalized support you need, without delays.

3. Is Walk-In Service Available, or Do I Need an Appointment?

While we offer certain services for walk-in customers, like our custom hydraulic hose fabrication while you wait for a repair, we recommend scheduling an appointment for planned maintenance or extensive shop service. Scheduling ahead will ensure that our technicians and the right resources are available. We can better prepare for your equipment’s exact needs, helping you get faster service.

4. When Will My Order Arrive?

The time it takes for your order to arrive will depend on the specific part, its availability, and the delivery method you choose. Since we keep a large inventory and manage in-stock and special orders, you can get the most accurate estimated arrival time at the point of purchase or by contacting our parts department directly. For online orders that you place through Parts.Cat.Com or Cat® Integrated Procurement systems, you’ll get order details and timing in the shipping notice or electronic invoice provided after ordering.

5. Do You Offer Order Tracking by PO, Order Number, or Phone?

Thompson Tractor offers order tracking through purchase order (PO), order number, and phone. If you order parts through Parts.Cat.Com, you can track your order status through your online account using the order number. If you use the Cat Integrated Procurement system, you can get an Advance Shipping Notice (ASN) to confirm the order details and timing.

You can also call our customer service team with your PO number or order number. Our representatives will be happy to provide you with the latest updates on your order’s status and when it’s expected to arrive.

6. Can I Pick Up My Order at a Branch? What Are the Cutoff Times?

You can pick up your order at a Thompson Tractor branch near you, and most of our branches are open Monday through Friday from 7 AM to 5 PM. When you buy Cat® parts online, you get to pick a shipping method that works best for you, and you’ll get a notification when your order is ready for pickup. There aren’t any specific cutoff times across the locations for same-day order readiness. The exact timing will depend on the specific part availability, that branch’s current inventory, and the time you place your order.

For more accurate pickup times, check the availability of the part when you place an order online or contact that specific branch after placing your order.

7. Do You Offer Expedited Shipping, and How Much Does it Cost?

Our standard shipping times range from four to 10 business days within the continental U.S., but we recommend contacting our parts department directly about expedited shipping options and costs. They can tell you more about part availability, shipping speed options, and pricing that matches your specific order’s size, weight, and destination.

8. Can You Ship to Jobsites or Residential Addresses?

We can ship directly to your jobsites or active construction sites, and can generally ship to residential addresses. For large, heavy items, you might need to make specific arrangements if you’re shipping to a residential address. For more information and to confirm delivery options for your specific address, reach out to our parts or customer service team.

9. How Are Freight Charges Calculated?

Freight and shipping charges for your order are calculated based on the total price of your purchase. For oversized or particularly heavy items, there might be an additional shipping cost to cover the specialized handling and transport requirements. Note that the exact charge might not be fully determined until your order is being prepared for shipment. For a precise estimate of freight charges on your specific order, or for any questions about shipping costs, you can contact us directly for a detailed quote.

10. How Do I Request a Quote for Parts, Service, or Rentals?

You can request a quote for parts, service, or rentals by filling out our quote request form with your details and request, visiting our contact page, using Parts.Cat.Com, or contacting your local sales rep by phone. Our team is available faster by phone to give you a more personalized quote and answer your questions.

11. How Long Does it Take to Receive a Quote?

It takes one business day for you to receive a quote when you submit a request on our website. The exact time to get your full quote can depend on how complex the request is, like if you need specialized parts or extensive service, and how much information you give us in your initial request. For more urgent or complex projects, we recommend you call us directly at 800-547-0760.

12. Can You Refresh or Retrieve a Previous Quote?

We try to hold on to past records of interactions and quotes so we can refresh or retrieve a past quote for you if needed. You can call your sales rep or the department that originally gave you the quote, and provide the original quote number, date, or project details so we can quickly find it for you. While we keep records, market conditions and product availability can change, so sometimes you might need a refreshed quote.

13. How Do Freight and Expedite Fees Affect the Total Price?

Freight and expedited fees directly affect the total price of your order. Standard freight charges are usually calculated based on the item’s size, weight, value, and destination. Expedited fees mean extra charges for faster shipping, like overnight or two-day delivery, and reflect the premium cost of getting your item out faster to you. These charges are added to the base product or service price, and you can often find them in your final quote.

14. Do You Price Match or Offer Volume Discounts?

We encourage you to reach out directly to our sales team for price matching or volume discounts, or check our Deals page for more information. Our special offers are constantly updating and changing, with both parts and service and equipment deals. Turn to your local sales rep to discuss pricing, discounts, and custom solutions.

15. Are There Surcharges or Environmental Fees I Should Expect?

Certain transactions might have surcharges or environmental fees. These can come up due to regulations, handling requirements for hazardous materials like batteries, or costs from recycling and waste disposal. They are often itemized fees on the invoice, but you can also confirm them with your sales rep after requesting a quote or placing an order.

16. Do You Handle On-Highway Truck Parts and Service?

We proudly support the on-highway truck industry through our dedicated division, Thompson Truck Source. They service all makes and models of medium to heavy-duty trucks and other domestic diesels. With multiple locations across Alabama and Northwest Florida, they can keep your trucks productive and on the road. They also offer a large inventory of new, used, and aftermarket parts, along with expert technicians who can keep your equipment running smoothly and help minimize your downtime.

17. Who Should I Contact for Marine Engine Support?

Contact our Thompson Power Systems division for marine engine support. They have a specialized department focused exclusively on custom marine power solutions, including unique propulsion and auxiliary packages made to work for your specific vessel. They have the deep industry knowledge and extensive experience needed to keep your marine engines operating at peak performance and reliability.

18. Where Do I Go for Forklift and Material Handling Service and Parts?

You can go to our Thompson Lift Truck division for all your forklift and material handling services and parts. As a leading lift truck dealer, this division offers comprehensive support for top industry brands like Crown, Hyundai, Kalmar, and Combilift. Their team provides extensive services, from routine maintenance to complex repairs, to help keep your material handling equipment operational, efficient, and safe.

19. Who Handles Generator, Switchgear, and ATS Service?

Our Thompson Power Systems division handles generator, switchgear, and automatic transfer switches (ATS) service. This division specializes in Cat® power generators for applications like standby, prime power, and load management. Their certified technicians have the skills and diagnostic tools to maintain, repair, and optimize these complex systems, making sure your power infrastructure stays reliable and operates at maximum efficiency.

20. How Do I Retrieve Invoices?

You can retrieve an invoice through our online billing platform. This lets you manage and access your invoice 24/7, pay your invoice, and even download it into your accounting software. If you need to retrieve an invoice for a rental, you can go through the Thompson Rents Customer Portal, which lets you manage past and active rentals. For a copy of an invoice or questions, feel free to contact your sales rep or our customer service team.

21. Can I Pay My Invoice Online?

You can pay your invoice online through our billing platform. Here, you can access and manage your invoice 24/7, pay your invoice, or even download it into your accounting software. For rental customers, you can pay your invoice online through the Thompson Rents Customer Portal, which lets you access and manage your active rentals.

22. How Do I Submit or Reference a Purchase Order (PO)?

Customers can submit or reference a PO through Cat® Integrated Procurement. This lets you place orders and generate POs directly within your own system, which seamlessly integrates with ours. For all other orders, you can provide your PO number to your sales or parts representative when placing an order for accurate billing and tracking. All invoices issued by Thompson Tractor will reference your provided PO number.

23. Do You Offer Statements or Account Balance Summaries?

You can check your statements or account balance summaries directly through our online billing platform. For rentals, you can check your statement or account balance through the Thompson Rents Customer Portal. You can also contact us directly for the most accurate, up-to-date account balance, past statements, or financial summaries.

24. How Do Credits, Refunds, and Tax Exemptions Work?

Credits and refunds for returned parts follow our Return Policy, which might include restocking fees and certain eligibility criteria:

• Stocked parts: No restocking fee for a stocked part if you return it within 30 days, but a 20% fee if returned after 30 days.
• Non-stocked parts: Always a 20% restocking fee for non-stock parts, regardless of time.
• Time limits: Parts are non-returnable after 12 months, and Cores must be returned within 90 days.

For tax exemptions, you’ll need to provide documentation, like a sales tax exemption certificate, to prove your business qualifies for state or federal tax benefits on qualifying purchases. Rules vary by state, so you’ll want to contact your sales rep directly for more information.

25. Who Do I Contact for Billing Questions?

You can contact us for billing questions by filling out our online contact form or calling us at 800-547-0760. For a direct point of contact, you can reach out to the department from which you made the purchase, and they can answer questions related to invoices or account balances. Be sure to include your account number, invoice number, or PO number to help us address your questions as quickly as possible.