Delivery & Return Policy

1. Delivery Information

  • Shipping Timeframes:
    • Standard shipping typically takes 3-7 business days depending on your location.
    • Expedited shipping is available for 2-3 day delivery at an additional cost.
    • For international orders, shipping may take anywhere from 7-14 business days, depending on your country.
  • Processing Time: Orders are usually processed within 1-2 business days after payment is received. During peak seasons or sales events, this may take longer.
  • Shipping Methods:
    • We offer various shipping methods including Standard Shipping, Express Shipping, and International Shipping (if applicable).
  • Shipping Costs:
    • Shipping fees are calculated based on the weight of the products and the shipping address.
    • Free standard shipping is available for orders over a certain amount (e.g., free shipping on orders over $99).
  • Order Tracking: Once your order has shipped, you will receive a tracking number to monitor the status of your delivery. You can track your order on our website or directly through the carrier's tracking page.

2. Delivery Issues

  • Delayed Shipments: While we strive to ensure timely delivery, external factors like weather, customs, or shipping carrier delays may cause delays. If there are significant delays, we will notify you promptly.
  • Lost or Stolen Packages:
    • If your order is lost or stolen after delivery, please contact us immediately. We will work with the carrier to investigate the issue and find a solution.
    • In some cases, we may offer to replace the lost or stolen item, depending on the situation.

3. Returns Policy

  • Eligibility for Returns:
    • Items can be returned within 30 days from the date of delivery.
    • The returned items must be in their original condition, unused, and with all original packaging, tags, and labels attached.
    • Non-returnable items include:
      • Personalized or custom products
      • Sale or clearance items (unless defective)
      • Digital products, gift cards, or downloadable content
  • How to Initiate a Return:
    • Log into your Martlx account and initiate a return request.
    • Alternatively, contact our customer support at support@martlx.com with your order number, product details, and reason for return.
    • We will provide you with a return authorization and instructions on how to send the product back.
  • Return Shipping:
    • You will be responsible for the return shipping costs unless the item is defective or incorrect.
    • If the return is due to an error on our part (e.g., wrong or damaged items), we will cover the return shipping costs.
    • Free Return Shipping: Some promotions or specific items may offer free returns. Please refer to specific product details for information on this.

4. Refunds and Exchanges

  • Refund Process:
    • Once we receive and inspect the returned item, we will process your refund. Refunds typically take 5-7 business days to process and will be credited to the original payment method.
    • If the returned item is damaged, missing parts, or shows signs of use, a partial refund may be issued.
  • Exchanges:
    • We offer exchanges for items that are damaged, defective, or the wrong size (if applicable). If you wish to exchange an item, please contact us within 30 days of delivery.
    • If the item you want to exchange for is out of stock, we will offer a full refund or help you find an alternative product.

5. Defective or Damaged Products

  • Reporting Defective or Damaged Items: If you receive a damaged or defective item, please contact us within 7 days of delivery. Include photos of the damage or defect so we can quickly resolve the issue.
  • Refund or Replacement: You can choose to either get a full refund or have the item replaced (if available).
  • Return Shipping for Defective Items: If the item is defective, we will cover the return shipping costs and send you a prepaid return label.

6. Cancellation Policy

  • Order Cancellations:
    • You can cancel your order within 24 hours of purchase, provided the order has not yet been shipped.
    • If the order has already been shipped, you will need to initiate a return once you receive the item.

7. International Shipping & Returns

  • International Shipping: We offer international shipping to select countries. International shipping times and costs vary based on the destination.
  • Customs and Duties: International orders may be subject to customs fees, import duties, or taxes, which are the responsibility of the customer.
  • International Returns: For returns from international locations, the customer is responsible for return shipping costs. The process will be the same as domestic returns.

8. Changes to the Delivery & Return Policy

  • Policy Updates: We reserve the right to update or modify this policy at any time. Any changes will be posted on this page, and the updated policy will take effect immediately.
  • Effective Date: This policy is effective as of [Insert Date].

9. Contact Information

  • Customer Support: If you have any questions or need assistance with delivery, returns, or exchanges, please reach out to our customer support team at:

Notes for Customization:

  • Timeframes: Be sure to adjust the timeframes to reflect the actual shipping and return timelines specific to your store.
  • Shipping Costs: You can customize your shipping cost structure or offer specific promotions like free shipping on orders over a certain amount.
  • Return Address: Make sure to provide the correct return address for your warehouse or processing center.
  • Refund or Replacement Details: Tailor the refund and exchange process to ensure it matches your store's workflow.