Frequently Asked Questions
Below are answers to many of our most frequently asked questions. We have also tried to highlight several “sticking points” where customers seems to have questions. We hope that this will make shopping online easier for you, and clarify some things that may have been unclear.
QUESTION: DO I NEED AN ACCOUNT? An account is NOT required for purchase, but it makes future purchases easier by storing shipping and billing information that will be entered for purchase anyway. Unlike some e-commerce sites, we NEVER store payment method information in our customer accounts. For privacy and security reasons, as well as customer flexibility, the customer enters this information at each purchase.
QUESTION: THE STORE IS ASKING ME TO SET UP AN ACCOUNT DURING A PURCHASE. DO I HAVE TO DO THAT NOW? No. As noted above, the account is not required for purchase. The store may prompt you to login when you go to checkout. Just select the option on that page to PLACE ORDER WITHOUT ACCOUNT, and then proceed with your purchase. You can always come back later and set up an account. (see SELF SETUP below).
QUESTION: HOW DO I SET UP AN ACCOUNT? From the front page of the ONLINE STORE, choose ACCOUNT at upper left, then CREATE NEW ACCOUNT. You will go to a page where you enter your shipping and billing information. Complete the required info and be sure to click SAVE at the bottom right. That’s it.
QUESTION: WHERE IS THE LINK TO CREATE AN ACCOUNT? The link to CREATE NEW ACCOUNT, appears on the login page above the boxes for entering login and password information, after you click on ACCOUNT at top right.
QUESTIONS: HOW DO I PICK A USER NAME? WHAT ARE THE REQUIREMENTS FOR A PASSWORD? Your user name is your choice. We suggest using the first part of your email (before the @ sign), for login/user name, because that will make it easy to remember. Your password is required to have 6 characters minimum, numerical or alphabetical, with the exclusion of the usual symbols (*, /, etc.). You may receive a message to retry if you use a disallowed symbol.
MORE ABOUT ACCOUNTS
QUESTION: DO I HAVE AN ACCOUNT? If you think you might have an account, but have lost your login and password, there is a link to EMAIL ME MY PASSWORD. It will be sent to the email you used to set up the account. If that doesn’t work for you, YOU MAY CALL US TO LOOK UP YOUR ACCOUNT. When you call we will need your first and last name and the email you used to set up the account. We may also need to search for an alternate email or different name.
QUESTION: WHY CAN’T YOU FIND MY ACCOUNT? If we cannot find the account using those search parameters, then we don’t have your account in our system. It may be that a different email or name was used to setup the account, or that you did not set up one to begin with, perhaps choosing to purchase without one, as outlined above. In this case, we encourage you to set up another account if you want one. Remember, accounts are for your convenience and are not required for purchase.
QUESTION: I LOST/FORGOT MY PASSWORD. CAN YOU GIVE ME ANOTHER? If the customer has an account and has tried unsuccessfully to retrieve their password using EMAIL ME MY PASSWORD, or if they have forgotten, then we can change that for you if you are in our system. PLEASE USE THE LINK TO CONTACT FROM BELOW, and we can look you up using their email, then first and last name. If you are found in our system, we can change the password. We will give you a password that can be changed later. And we will have you log in right away and check that the password is working properly. Otherwise we encourage you to set up another account if you want one. Remember, accounts are for your convenience and are not required for purchase.
ABOUT LOGGING IN
QUESTIONS: I THINK I LOGGED IN BUT NOW THIS PAGE IS ASKING FOR LOGIN, EMAIL, TWO PASSWORD . . . AGAIN. WHAT’S GOING ON? AM I LOGGED IN? WHY IS THIS PAGE ASKING ME FOR MY LOGIN AND TWO PASSWORDS?
When you create an account, you will be automatically logged in log and ready to purchase. You will find yourself on the page where you can update shipping and billing information. This is also the page you will get every time you log in. So at every login, you will have the opportunity to update your account information. Some customers have reported difficulty recognizing that they are, in fact, logged in. Often customers contact us thinking they are being asked for their password again. Not the case. If you reach the page where you can change your shipping billing information below, you are logged in! Click the MARTELLI LOGO at top left or STOREFRONT at top right to skip making changes and go to the stores main page and start shopping. Click SAVE at bottom right if you updated any information, and you will be automatically redirected to the storefront.
QUESTION: WHY IS THE STORE KEEPING ME LOGGED IN? OR, HOW LONG DO ITEMS REMAIN IN MY BASKET? When a customer logs in, they can return any time within 24 hours and find themselves still logged in. Also, if you put items in your basket on the previous trip without clearing them (deleting them or completing purchase), those items will still be there. There is no option to log out provided. It happens automatically 24 hours after last visit. This is done to facilitate ease of purchase for the customer by keeping them logged in and keeping items in their basket. But it has sometimes been a source of confusion customers who find themselves still logged in when they return after an earlier visit. We hope this clarifies things for you.
MAKING A PURCHASE
Most customers, once they’re logged in, have little problem selecting products and adding them to their cart, then proceeding to checkout. But there are a few places where questions come up.
QUESTIONS: I WANT TO CHANGE THE QUANTITY OF AN ITEM IN MY BASKET, SO HOW DO I DO THAT? I HAVE CHANGED THE QUANTITY OF AN ITEM IN MY BASKET, BUT WHY DIDN’T THE AMOUNTS CHANGE? As noted above, items remain in your basket for 24 hours, and you can update and change them at any time. To change the quantity of an item in the basket, click in the quantity box and change the number. Remember to click on the button next to it to UPDATE LIST. When you click that after changing the number, the basket will update and display the new sub-total.
QUESTION: WHAT SHIPPING METHOD DO I NEED?
Currently, there are only three choices for shipping—DOMESTIC (lower 48), HAWAII & ALASKA, and INTERNATIONAL. DOMESTIC is the default choice, because that is what most customers use. If you are an international customer, or if you are in Alaska and Hawaii, please be sure to choose the correct method for your situation. Please note that the system will NOT recognize and interrupt your purchase for an incorrect shipping method. If you select the wrong shipping method, we will catch it when the orders are processed. We will have to contact you about the change in charges, and this will result in a delay in shipping your purchase.
QUESTION: WHY ARE YOUR SHIPPING CHARGES SO HIGH? We understand that sometimes shipping charges may seem high to customers. That’s one reason we offer deep discounts via online sales, to provide an opportunity to offset that with great deals!
1. We regularly review and adjust these rates, at least once a quarter.
2. In addition to shipping, these rates include costs of packaging and handling.
3. We believe they are fair and competitive with other retailers, based on our regular assessments.
4. We make adjustments based on these regular assessments to respond to changes in shipping rates and other factors.
We understand that sometimes shipping charges may seem high to customers. That’s one reason we offer deep discounts in online like Redline Direct, to provide an opportunity to offset that with great deals!
PAYMENTS AND DISCOUNTS
QUESTION: WHY CAN’T I ENTER MY PAYMENT INFORMATION?
The default choice here is Visa, as it used by the most customers. If you are using any other payment method, you must choose the appropriate one from the list. If you don’t choose correctly, you won’t receive an error message until you try to leave the page where the payment information is entered. This is easily fixed by backing up to the previous page (using backspace button or back arrow at upper left), and choosing the correct payment method.
QUESTIONS: WHY WON’T THE ONLINE STORE WON’T ACCEPT MY PROMO CODE?
Our promo codes are simple and straightforward, and follow a regular format: two capital letters followed by four digits (no spaces, hyphens, or other punctuation). If the problem is a format issue, you will get an error message when you try to leave the page to continue your purchase. Time to back up and re-enter the promo code. If a customer forgets to enter a code, or enters an incorrect promo code (even if it follows the correct format), there is no error when they leave the page, but they usually quickly recognize something is wrong when they get to the next page and don’t see their discount reflected in the sub-total. This usually means it is time to back up and re-enter the promo code. The error that occurs most frequently is a simple typo. We say in all our promos to enter the code exactly as it appears, but, common mistakes are not using capital letters, mistaking a zero for an capital ‘O’, and adding a space or hyphen where there is none. Time to back up and re-enter the promo code.
QUESTION: WHERE’S MY DISCOUNT? Your discount is not reflected in the sub-total of the basket or your order until the promo code is entered at checkout. After you enter the promo code and continue the checkout process, the discount with be reflected in the next sub-total that you see.
QUESTION: I’VE GOT A SITUATION THAT’S NOT COVERED HERE. HELP! We’ve tried to cover the most common questions we hear, and provide quick answers that will be helpful. However, it is possible you could encounter a situation that we have not described above, but that holds up your purchase. PLEASE CALL US OR USE THE LINK BELOW TO USE A CONTACT FORM, and be sure to have the order number and error message if possible. It will expedite getting things fixed. Please see RECOGNIZING AND REPORTING PROBLEMS, below.
RECOGNIZING AND REPORTING PROBLEMS
One of our goals in sharing these common problems, is to make it easier for ourselves and customers to recognize if something is a known situation described above, or if we have a more serious issue. If something comes up that doesn’t fit one of these scenarios above, we will need your:
• VERY IMPORTANT Your order number (if you have one).
• VERY IMPORTANT Any error message, even if you only recall part of it or the general idea (e.g., you may just recall that it said something about a “server” or a “time out”—that’s still helpful.) Ideally, if you still have the screen up that resulted in the call, you can give us the actual error message. We can usually look up the order and related information, but rarely the error message, so it’s important to get it while it’s fresh in your mind.
Thanks for taking a look at these FAQs . . . We hope that you found them helpful! If you have suggestions for additions or improvements, please use the contact form below--and include "FAQ" in the space for a subject...