Frequently Asked Questions

Order Status & Payment

Why does my order say it is still processing?

If your order status is “Processing,” it means that we are actively working on preparing your items for shipment. Orders typically process within 3-5 business days from the date of purchase, excluding weekends and holidays. This period allows us to ensure that your order meets our quality standards and is securely packed for transit.

There are a few instances, however, that could extend the processing time:

  • Minor Parts Unavailability: Occasionally, specific components of your order may be temporarily out of stock. Rest assured, we strive to minimize these occurrences and to update you promptly should your order be affected.
  • Order Security Checks: To protect our customers, we conduct security checks on some orders. If your order is selected for such a review, it may result in a slight delay. This process is in place to ensure the safety and security of your purchase.

We understand that timely delivery is important, and we appreciate your patience as we work to get your order to you as quickly as possible. If your order has been processing for longer than the expected timeframe, please do not hesitate to contact our customer service team for assistance. We’re here to help resolve any issues and answer any questions you may have.

What if my payment won’t process?

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.


When will my order ship?

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!

What is ‘ROUTE’?

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, prior to placing an order, where we would be happy to assist in adding this insurance.

Do you ship internationally?

We ship worldwide. All international orders are subject to possible customs fees and/or value added taxes (VAT). Please consider these additional fees when placing an order directly through our website.

Returns & Refunds

What is your return and exchange policy?

Martinez Tools offers a 30 day money back guarantee for our standard hammers, in like new condition. In the event you need to return or exchange an item, please e-mail where you will be issued a Return Merchandise Authorization Number (RMA) and instructions on how to return this hammer. This guarantee does not include any shipping cost.

Custom hammers are given the same guarantee, but are subject to the cost of an installed grip. Once a grip is installed, it must be destroyed in order to be removed. Exchanges and/or returns will be liable for this item if it has been installed. It’s recommended that you order a custom hammer ‘unassembled’ if you are not certain as to the exact specifications you will need. This way if only one part of this hammer is incorrect, only that one item will need to be exchanged. Last but not least, if you need any help in selecting the perfect hammer, we are here to help.

Where can I find your warranty information?

Our warranty policy can be found here. In the event you need to file a warranty request, please complete this warranty request form. All warranty request are decided under the discretion of Martinez Tools ONLY.
Our warranty department is open Monday-Friday 8AM-5PM PST. Warranty requests will be answered within 48 hours and may require follow up information. If you have completed a warranty request and have yet to hear back, please double check your spam/junk folder.

Get in touch

Got a billing or technical issue? Want to send feedback? Need details about our products? Let us know.