Shipping and Return Policy
Only products purchased by online retail customers are eligible for return. Wholesale purchases or bulk purchases (five or more items with the same UPC number) are not eligible for return.
Shipping Damage Claims
Shipments of damaged products should be refused. If such shipments are accepted inadvertently, you must email Martelli Online Store at [email protected] within the first 24 hours of receipt and report damage(s) to be eligible for a damage claim. Customers MUST email or mail photographs of damaged materials. Mailed photos should be sent to 5450 N W Street, Pensacola, FL. 32505 with ATTENTION to “SUPPORT”. This process is necessary for Martelli Online Store to file a shipping damage claim on behalf of customers. The Martelli Online Store nor Martelli Enterprises, Inc. shall be held liable for any losses when the carrier denies shipping damage claims. Failure to notify Martelli Online Store of product damage within 24 hours of receipt voids all shipping damage claims.
Potentially Defective Products
Many products issues can often be resolved with little difficulty. Please contact us if you believe you have a problem with a product, and we will help find the right solution. Please email photographs to [email protected] or mail them to 5450 N W Street, Pensacola, Fl. 32505 with ATTENTION to “SUPPORT.” If we determine that you have a defective product, then the information below will apply.
Exchanges for the Same or Other Product
Within 30 days, products may be returned and exchanged for another product of the same value IF they are unused and in the original packaging. If you choose this method of exchange, you must send in your item within 30 days with your contact info: first and last name, complete address, phone, and email. When it arrives in our office, we will contact you about what you want to exchange it for and complete the exchange.
*Products purchased from our online store may not be taken to our booth at trade shows for exchange there.
Products must be returned within 15 calendar days from the date of delivery. Failure to do so is deemed to be a permanent acceptance of the product. Returns are not allowed for any reason after 15 days. With the returned product, you must include your contact info: first and last name, complete address, phone, and email. The returned product must ship via FedEx or UPS with a valid Returned Merchandise Authorization (RMA) and tracking information showing pickup on or before 15 days from the purchase date. Returned products must be received within 10 days of RMA issuance. Returns received after this date will be declined.
Returned Product Fees
Products returned new, unopened, and in perfect condition–including all packaging, product parts and materials, and instructions or manuals—that can be resold as new are subject to a 30% restocking fee plus shipping costs. Products returned opened with missing components, packaging, or parts or materials, or with problems resulting from customer use, are not eligible for any refund.
If eligible, We will contact you about your reimbursement and complete the refund.
Return Shipping Charges
Customer is responsible for the shipping charges on items returned for refund. Customer is responsible for all risk of loss and damage to products being shipped for return. We recommend that you fully insure return shipment in case of loss or damage.