FAQs

Altec Canada FAQs

Yes, it's critical that the Altec Service in Canada leverage our team to provide quick response to all your service and parts needs, including access to Altec's Technical Support organization.

The Technical Support group is responsible for providing troubleshooting expertise on hydraulic, mechanical and electrical issues. The Technical Support team offers more than 100 years of combined experience to help diagnose issues with equipment and help you get back up and running.

Absolutely. Altec Canada has dedicated parts associates that have access to all Altec and Altec Canada's parts inventory, whether it's at Altec's Parts Distribution Center, a Manufacturing Plant, a Service Center in Milton, or a Mobile Service Truck in Nova Scotia. We have the ability to locate and ship the part directly to where it is required on an as-needed basis. This significantly reduces parts lead time when a part comes from Altec's distribution center. Call 877-GO ALTEC, option 1 or Visit the Altec Supply Store

When our customers work with Altec Canada, our customers are working directly with Altec associates to provide: a factory direct sales staff, factory direct technical sales, factory direct installer, factory direct service, parts, warranty repair, and factory direct equipment disposal. All aspects of doing business with Altec Canada are "FACTORY DIRECT."

One of the major initiatives in helping manage costs has been our transition to "Focus Factories." This allows each plant to focus on a specific market segment, which offers certain efficiencies, including a significant reduction in inventory and lead times. Establishing focus factories is just another way we have managed cost out of our business. Within each of these factories, we practice Lean Manufacturing to better serve our customers.  

Altec Parts FAQs

Yes. ANSI regulations state that all equipment must have an operator's manual on site during operation. For the safety of our customers, Altec also requires the possession of a parts/maintenance manual in order to take advantage of the technical support we provide with the purchase of every unit. Without these manuals, your operators and mechanics do not have the tools to safely and effectively operate, maintain or repair your Altec equipment.

No, Altec associates taking your calls at 877-GO-ALTEC have more than 300 years of combined experience helping you get the genuine replacement parts you need.

Yes. As Altec equipment is very customizable, it is very important to provide the serial number at time of ordering to ensure the correct parts are received. The serial number is located on the turntable or pedestal of the unit on a stamped serial number tag. Often, then final assembly number on the body or even chassis vin number can also be used to access records.

We offer both operator's and a combination parts/maintenance manual for most equipment, which are available to ship within 1-2 business days by calling 877-GO-ALTEC . Manuals are produced to correspond with equipment serial numbers to ensure the safety of your crew and accuracy of maintenance and replacement parts.

Altec Connect provides some manuals for current Altec equipment owners.

Note that this feature is only available to customers with current registered equipment.

You may reach us by phone or online. Our parts representatives are waiting to take your call at 877-GO-ALTEC 6:30 a.m.-7 p.m. CDT. Alternatively, you may fill out the Contact Us form and select "Parts and Service" for Type of Request.

If you would like to use our online parts marketplace, and are a current Altec customer, visit Altec Connect and simply click on the "Login / Register" button in the top left hand corner of the screen. Fill in the information, and a user name and password will be emailed to you shortly.

If you are not a current Altec customer, but would like to use Altec Connect to order parts, please call 877-GO-ALTEC for assistance.

Our centralized warehouse in St. Joseph, MO houses an extensive inventory, and in-stock items can be shipped with Next Day Shipment Services if ordered before 3p.m. CDT. All non-expedited items will be shipped within 24 hours. Altec Parts also provides emergency and storm coverage during those times when getting your parts accurately and with urgency is of the utmost importance.

Please note: Grounding and Jumper Cable Assemblies are expected to ship no later than 2 business days after the order has been received unless expedited services have been requested. Items not in stock are subject to supplier availability, and will be shipped as quickly as possibly when received.


Altec Service Storm Support FAQs

Yes. Call 1-877 GO ALTEC and select Option 4 for technical support while in the field.
For emergency service, you can contact Altec mobile service 24 hours a day via 877-GO ALTEC, prompt 3. We are also available via e-mail at servicegroup@altec.com for non-emergency situations.
Altec Parts will staff additional personnel and extended hours during times of emergency storm support. You can reach them by calling 877-GO ALTEC, prompt 1. Parts can also be ordered 24/7 on AltecConnect.
Altec dispatches additional MSTs to areas affected by natural disasters with the intent of keeping customers' equipment up and running. It is our goal to respond to our customers' needs immediately to limit unit downtime.
Altec Service will work on all viable makes and models of equipment. Our goal is to ensure that our customers' equipment is working to support the residents of the affected area.
In order to ensure that you get the quickest and most accurate support for your equipment, please have as much information available as possible. Unit serial number and description of your issue will help us identify your unit and get you the necessary support. The unit serial number is stamped on a placard that can be found on the pedestal of your Altec unit.
Altec offers around the clock mobile service and technical support via 877-GO ALTEC. Mobile Service and Technical Support will be staffed with emergency support personnel to assist in the event of a natural disaster. We will also dispatch additional Mobile Service Technicians to the affected area to ensure uptime for your equipment.

Altec Supply - Tools and Accessories FAQs

How do I get immediate assistance in case of an emergency?

Contact your local Altec Supply account manager or call 1-877-GO ALTEC (462-5832).

How can I get the latest news and updates on tools and accessories from Altec Supply?

Sign up for our Tools and Accessories Newsletter

Can I share feedback about my experience with Altec Supply?

We are always looking for ways we can improve, and your feedback is greatly appreciated. Please send any comments or feedback to tools@altec.com.

What payment methods do you accept?

We accept most major credit cards and  purchase orders (PO) when credit terms have been previously approved.

Do I have to be an existing Altec customer to use the Altec Connect portal?

Yes. To use the Altec Connect portal, you must be a current Altec customer. If you are not an existing customer, call 1-877-GO ALTEC (462-5832) for assistance. Please note that the approval process usually takes a few days, and you should receive a username and password by email shortly after you register.

What types of products and brands do you sell?

Altec Supply is committed to being recognized by customers as the preferred provider of products, services, and solutions in all markets we serve, including the electric utility, telecommunications, tree care, and lights and signs industries.

Where do I shop for products you sell? Do you have a catalog?

Customers can shop for products through the Altec Supply online store, with our print catalog or by working with their local Altec Supply account manager. With over 15,000 SKUs and more than 200 manufacturers, we certainly can fulfill your needs. To receive a copy of our print catalog, please fill out the form at altec.com/altec-supply/supply-catalog-request

How large is your backstock of products? Do you have a large amount of on-hand inventory?

We are among the most comprehensive stocking distributors for the industries we serve, with multiple distribution centers located across the country. In addition, Altec Supply is committed to providing fair market pricing on all products we sell. If you have product suggestions to add to our stock, we welcome your recommendations at tools@altec.com.

Do you have access to Canadian manufacturers?

Yes. Altec Supply works with Canadian manufacturers to provide our customers with the best products for their needs.

How do I make my first order or request a quote from Altec Supply?

We have multiple ways you can get a quote or book an order; however, the best way is to contact your local Altec Supply account manager and place an order through them. You can also place an order by visiting the Supply Store at https://www.altecsupply.com.

If we stock the product, we may accept a return with a restocking fee within 30 days of purchase. Please contact your local Altec Supply account manager or call 1-877-GO ALTEC (462-5832) to process a return. If the item is a special order, it is not available for return. Please note, we currently do not process returns online.

Do you have a storefront? Do you have a local warehouse?

We have five (5) nationwide distribution centers and can generally get you the tools you need within 1-3 business days. We do not have a physical store as of now. However, if you have placed an order already with us, you have the option to pick up your items at locations in the following cities:

  • Dixon, CA
  • Fort Wayne, IN
  • Mt. Airy, NC
  • Saint Joseph, MO
  • Wilkes-Barre, PA
Contact your local Altec Supply account manager to see what options are available near you.

What is the typical delivery timeline?

We partner with multiple freight services to provide customers with exceptional delivery times and shipping costs. The delivery time and shipping cost vary based on where it’s being shipped, the dimensions of the packages, and the shipping method.

In-stock items are usually shipped within 24 hours. In-stock orders that need to be received on the next day must be made no later than 3 p.m. CDT and will be sent with the Next Day Shipment Services. Items not in stock are subject to the manufacturer’s availability and will be shipped as quickly as possible after the order has been received.

Stocked grounding and jumper sets are expected to ship no later than 2 business days after the order has been received, unless expedited services have been requested. Custom sets are expected to ship within 8-10 business days and may vary based on volume.

How do I track my order(s)?

To track your order(s), you must first create an Altec Connect account at connect.altec.com. Once you have an account, simply log in to the Altec Connect portal and locate your most recent orders by going to connect.altec.com/login.

Do you allow customers to purchase items that you typically don’t stock?

Yes. However, returns are not allowed on special orders.

What is the warranty related to the brands you sell that are not Altec Supply?

We follow the manufacturer’s warranty.

Is there a warranty on Altec Supply branded products?

We offer a one (1) year warranty against manufacturing defects.