Martinez Tools is able to process payments via Credit Card. The information you enter for your ‘BILLING’ address needs to match the information linked to your payment method. If you continue to have issues in processing a payment, please reach out to your financial institution to ensure you have entered the correct billing information. In cases of failed transactions, buyers banks will often place a temporary hold on the funds. These temporary holds typically are removed in 24-48 hours.

We are committed to processing and shipping all orders within 3-5 business days, excluding weekends and holidays. Please note, this timeline is subject to change only in the rare event of minor parts unavailability or order security issues. Our team works diligently to ensure that your order is dispatched as swiftly as possible while maintaining our high standards of quality and service.

Should there be any delay due to the aforementioned exceptions, we will communicate with you promptly to provide updates and next steps. We appreciate your understanding and are here to assist with any concerns or questions you may have regarding your order.

When your order ships, you will receive an e-mail communication with your tracking information.
Please double check your spam/junk folder!

1. Shipping Insurance with Route: Martinez Tool Co. offers Route Shipping Insurance as an optional service during checkout. By selecting Route Shipping Insurance, customers are protected against lost, stolen, or damaged packages. This ensures a hassle-free process to resolve any shipping-related issues quickly and efficiently. For more information about Route Shipping Insurance and their terms and policies, please visit Route's Terms and Policies.

2. Declining Route Shipping Insurance: If you choose not to purchase Route Shipping Insurance, you are declining additional coverage for your package. In the event your package is lost, stolen, or damaged during transit, Martinez Tool Co. will not be held liable. To ensure complete protection and avoid potential hassles, we highly encourage purchasing Route Shipping Insurance. This small investment can save you significant time and effort in the rare event of shipping issues.

3. Steps to Take for Lost, Stolen, or Damaged Packages Without Route Insurance: For customers who decline Route Shipping Insurance, the following steps must be completed to address any shipping-related issues:

a. Lost or Stolen Packages:

• If the shipping carrier confirms delivery of the package to the provided address but you did not receive it, you must file a police report with your local law enforcement agency.
• Provide Martinez Tool Co. with a copy of the filed police report, including case details and contact information for follow-up.
• Customers are also responsible for contacting the shipping carrier (e.g., FedEx, UPS, USPS) to initiate a claim or investigation. All communication with the shipping carrier, including claim submissions, responses, and final feedback, must be documented and provided to Martinez Tool Co.

b. Damaged Packages:

• Take clear photographs of the damaged package and its contents, including the shipping label.
• Submit a claim with the shipping carrier and provide Martinez Tool Co. with documentation of the claim and any responses from the carrier. All communication with the carrier regarding the claim must be documented and shared with Martinez Tool Co.

4. Verification Requirements:

• Proof of delivery from the shipping carrier must be provided, including tracking details.
• The weight of the delivered package will be reviewed to ensure it matches the weight of the items shipped. Discrepancies must be reported to the carrier for further investigation.
• Customers are responsible for any communication and follow-up required with the shipping carrier. This includes providing final feedback or resolution from the carrier.

5. No Liability for Declined Insurance: By declining Route Shipping Insurance, customers accept full responsibility for the delivery of their package once it is in the possession of the shipping carrier. Martinez Tool Co. is not liable for packages lost, stolen, or damaged during transit without the additional protection provided by Route Shipping Insurance. If all conditions outlined in this policy are met and Route Insurance was not purchased, Martinez Tool Co. cannot guarantee that we will replace or refund your package. Exceptions to this policy will only be made in rare and extraordinary circumstances at the sole discretion of Martinez Tool Co.

Contact Information: If you have questions or need assistance with filing a report or claim, please contact us at:

Email: info@martineztools.com

Phone: (262) 226-0308.

MORE ABOUT ROUTE SHIPPING INSURANCE:

Route is a shipping insurance that will be offered, as an addition, to each and every order. At checkout, you will be given the option to access your shipments transit status in real time, and report any issues if they occur. Electing to use ROUTE insurance will protect your package not only from possible porch piracy, but also in the event it is lost and/or damaged during transit, rules and conditions do apply. ROUTE insurance is HIGHLY recommended.

In the event you have removed this from your cart, we will do our best to work with the carrier, but please understand this is not a guarantee to offer replacement or refunds of any kind, and you have accepted the liability for the packages value.

If your order exceeds a $5000.00 USD value threshold, you will not be given the option to add ROUTE. We encourage you to instead, to please reach out to info@martineztools.com, prior to placing an order, where we would be happy to assist in adding this insurance.

***Legal Disclaimer and Indemnity:*By completing your purchase and declining Route Shipping Insurance, you agree that Martinez Tool Co. is not liable for any lost, stolen, or damaged packages during transit. Customers bear full responsibility for pursuing claims with the shipping carrier as outlined above. Any resolution granted by Martinez Tool Co. outside of this policy is a one-time exception and does not constitute a waiver of these terms for future claims.