Frequently Asked Questions
ORDERING FREQUENTLY ASKED QUESTIONS
Q: How do I check pricing and product availability?
A: Using the top search bar, search for your item using the part number. A product detail page will populate and display the MSRP (List) or Net Cost pricing if available. The Net Cost and product availability may also be viewed in your cart once parts have been added.
Q: How can I create a reusable shopping list?
A: There are two ways to create a shopping list that can be saved and used to create an order later. Using the Order Now option on the left-hand navigation bar, add as many part numbers as you would like by manually typing in part numbers or importing a .CSV file. Once all desired part numbers are entered, you have the options to, “Add to Shopping List” or “Add to Cart”. Choosing to add to the shopping list will save the part numbers for use at a later time.
If you want to order this group of parts now but also retain the list for repeat orders in the future, add them to your cart. Go to your cart, and prior to checking out, click “Add to Shopping List” for either all the parts or for each part that you want to add to a list for later use.
To manage your lists, go to the My Account Top, Shopping List. You can edit, print or share your list from there.
Q: Can I import a parts list from Excel?
A: Yes. Using the Order Now option on the left-hand navigation bar, click the “Import a .CSV File” button. A .CSV file is a type of Excel document and is the only acceptable file format. There are some additional file requirements that will populate once you select the “Import a .CSV File” option.
Q: I have my part number. How do I find additional details and place an order?
A: There are several ways to search using your part number. The search bar at the top of the page will populate a product detail page when a part number is entered. You can also use the “Order Now” option in the left-hand navigation bar to enter one or multiple part numbers. Additionally, you can go directly to your cart, and on the right-hand side there is an option to add a part number.
Q: I don’t have a serial number or part number. How can I find the part I need?
A: The best thing to do if you don’t know your machine serial number or the part number for what you need is to use your machine’s make and model information to search. Using the “Interactive Manuals” option in the left-hand navigation, start with the brand for your machine. Then navigate the index choosing each option applicable to your model. If the model number is not known, you may use the “Aftermarket Products” option on the left-hand navigation bar which offers many categories of parts to browse. Keywords such as “filter” or “batteries” can be entered in the search bar at the top of the page as well.
Q: I have my machine serial number. How can I find the parts I need?
A: There are two ways you can use a machine serial number to obtain a list of parts. Using the “Parts” option on the top navigation bar, select “Equipment Information”. Here you can input a serial number and view a machine-specific build sheet (Pick List) or component index. You can also use the “Interactive Manuals” option in the left-hand navigation bar to search for the machine’s Parts Manual which contains part number details.
Q: How can I break down a part number to see if JLG offers repair parts for that component?
A: Using the “Parts” option on the top navigation bar, choose “Structured Inquiry”. In the “Structured Inquiry” section, enter your part number and select “Single Level Bill.” You may also enter an item and select “Single Level Where Used” to see if the item is part of a bigger assembly.
Q: Where can I find a recommended spare parts list so that I can stock parts for my JLG machines?
A: Using the “Interactive Manuals” option on the left-hand navigation bar, select the “SmartEquip Quicksearch” option to search by serial number or use the machine make and model. Either search will lead you to a Parts Manual. Once in the manual, look for the Recommended Spare Parts section.
Q: How do I manage multiple ship-to addresses?
A: There are two ways to manage ship-to address. When completing the checkout process in the shopping cart, you can select the link, “Change Shipping Address”. The Change Shipping Address pop-up appears, and you can search for existing ship-to addresses by entering the desired address into the search bar. If the ship-to does not exist, click on “Add New Address” and follow the prompts. You also have the option to create a shipping address in “Address Book” which is under the My Account tab. In the Address Book, you can set your default shipping address as well as add new addresses.
Q: How do I clear items from my cart?
A: Any item that was added to the cart will remain there unless intentionally removed. Individual items may be removed by clicking the “X” icon to the left of the item number. A “Remove All” option is listed below the Checkout button.
Q: Can I check the status of my order online or obtain tracking details?
A: Yes. Select the “Order Management” option on the left-hand navigation bar and then “Parts Order Inquiry”. Choose any of the criteria to search. A list of orders that fit the selected criteria will be returned. You can open the order details by clicking on the order number link. Along with pricing and carrier details, the tracking number is also available in the shipment detail information. It will link to the carrier site where additional information such as dates, times, and signatures for proof of delivery may be found
Q: How do I know if my order went through when I receive an error message?
A: Using the “Order Management” option in the left-hand navigation bar, select “Parts Order Inquiry”. Enter your PO number into the PO number search field and click search. If results are returned then the order has been submitted and you can select the order to see the details. If you do not receive results call 1-877-JLG-LIFT to determine if the order was placed.
Q: What time do I need to order by for next day delivery?
A: Order cut-off times for next day delivery vary by carrier. Please check here to verify cut-off times for your provider.
TREASURY FREQUENTLY ASKED QUESTIONS
Q: Can I review invoices in Online Express?
A: Yes. In the Order Management section of the left-hand navigation bar, you will select “Invoice Information”. There you can use the drop down to search using your choice of criteria. Find your invoice in the results list and use the PDF icon to print. You can also find invoices when viewing order details in “Parts Order Inquiry” which is also within Order Management.
Q: Can I obtain a statement of my account or make a payment through Online Express?
A: Currently you cannot obtain a statement or make a payment via OnlineExpress. For further information please email [email protected].
SERVICE & WARRANTY FREQUENTLY ASKED QUESTIONS
Q: Are printable manuals available online?
A: Yes. Online Express offers two different types of manuals; a PDF format and an interactive format known as SmartEquip. Either option can be found on the left-hand navigation bar. PDF Manuals are downloadable while the interactive option offers the same parts diagrams as the PDF, but with ordering capabilities and item highlighting. All manuals offered on Online Express are printable.
Q: Where do I find safety/service bulletins for my machine?
A: There are two ways you obtain safety/service bulletins. On the top navigation bar, choose “Warranty/Safety” and select “Safety & Service Bulletins” from the dropdown menu. You can search for bulletins by serial number or various other criteria. You can also go to the “Parts” category on the top navigation bar and select “Equipment Information”. Here you can enter your machine’s serial number and then select the “Safety & Service Bulletins” button.
Q: How can I obtain inspection forms for my machine?
A: Inspection forms are found under the “Warranty/Service” option on the top navigation bar. Select “Inspections and Forms” and you will find forms to replace an ID plate, update owner information, request a product modification, etc.
Q: How do I verify if my machine is still under warranty?
A: Using the “Parts” option on the top navigation bar, select “Equipment Information”. Enter your machine’s serial number to view the in-service date. For most machines, the standard warranty extends for one year from the date the machine was placed in service. If you have an extended warranty, the warranty will be in effect for the designated length of time of the extended warranty starting from the in-service date.
Q: Where do I find the username, password, and company ID for the Warranty Entry login page?
A: You will need to obtain a separate username, password, and company ID to access the warranty system. To receive a warranty username, password, and company ID, call 1-877-JLG-LIFT and select Warranty from the menu options.
ADMINSTRATIVE FREQUENTLY ASKED QUESTIONS
Q: Can I manage users in Online Express?
A: Only designated admin users are able to manage other users. User Admins are determined by either your corporate office or your JLG Aftermarket Parts Representative. User Admins can approve and invite new users and modify user permissions (ordering capability, etc.) for established users. Those with the proper permissions can utilize the “Manage Users” section under My Account.