| Merchandise Returns
Our Customer Service Department stands ready to assist and make these transactions as easy as possible. Contact our Customer Service site within 30 days of your purchase.
Deerfield Beach, FL 1-800-330-0661
Obtaining a Return Authorization Number
Prior to ANY Return, these three steps will ensure a smooth process. These essential steps pertain to ANY and ALL Returns.
| 1. |
You MUST call our Customer Service Department for approval. Phone number listed above. Please have the following information available:
A. Your account number
B. The invoice number
C. Quantity to be returned
D. Manufacturer part number
E. Reason for the return
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| 2. |
Customer Service will issue you a Return Authorization (RA) number.
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| 3. |
Customer Service will issue you Shipping Instructions.
Preparing your Return for Shipment
1. Use YOUR company shipping labels on the cartons being returned.
2. Write your RA number on your shipping label and affix to shipping carton. In the case of multiple cartons, write your name on EACH shipping label, AND indicate number of cartons, for example 1/3, 2/3, 3/3. If the shipping carton is the original manufacturer packaging, DO NOT write the shipping address or RA numbers directly on packaging as the product must be in resalable condition, with no defacing, to receive credit.
3. Any shipment arriving without an RA number on the shipping label will be refused.
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Martin Associates of South Florida, Inc. Shipping Errors — Obtain an RA number (above).
We apologize for any errors caused by Martin Associates of South Florida, Inc. and will gladly take the product back, as long as you make your claims for Shipping Errors within five (5) working days of delivery of goods.
Dealer Ordering Errors — Obtain an RA number (above).
We are happy to take back product ordered in error and we assess a 15% restocking charge for this service. Returns must be in the original packaging and factory sealed where applicable. If the product is not received in salable condition, it will be returned to you at your expense. Certain Special order items are not returnable as outlined in the Special Order Items section above. Follow “Preparing your Return for Shipment” (above).
Hardware Product Returns — Obtain an RA number (above).
All Hardware return requests must be made within 30 days of original invoice. Hardware returns must be unused, unopened and in resalable condition. A restocking fee of the lesser of 15% or $25.00 per unit will be charged. Defective and DOA machines will be tested upon receipt at Martin Associates of South Florida, Inc.. If the machine is defective, a replacement will be shipped; if the machine tests OK, it will be returned to you at your expense. Follow “Preparing yourReturn for Shipment” (above).
Defective Returns — Obtain an RA number (above).
Defective and DOA hardware will be tested upon receipt at Martin Associates of South Florida, Inc.. See Defective Returns Exceptions below for products that may not be returned as “Defective”. All qualifying Defective returns must be shipped within 30 days of original invoice to: Martin Associates of South Florida, Inc. Defective Returns, 240 S Military Trail, Deerfield Beach, FL 33442.
PLEASE NOTE: To ensure proper credit to your account, all defective product must be returned in its original carton with ALL original pieces, packing materials and manuals. Follow “Preparing your Return for Shipment” (above).
Defective Returns Exceptions
The following are exceptions to our defective return policy.
| 1. |
Bottled Copier/Toner Supplies - all products are examined and are in salable condition before shipping and therefore are not returnable. All sales are final.
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| 2. |
Cartridge-Based Copier Supplies - Due to the simple nature of these products most printing errors will require a service call. To obtain an RA for this type of product, you need to provide Martin Associates of South Florida, Inc. Customer Service with a letter from the Manufacturer, or Authorized Service Technician describing the defect(s) identified during the service call. A copy of the letter MUST accompany the returned product.
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| 3. |
Other Exceptions — Martin Associates of South Florida, Inc. does not accept Defective returns on certain select products, depending on manufacturer and market conditions. These items are noted in our system, so when placing an order by phone you will be informed if any items you purchase fall into this category. This information will also appear as a comment on your invoice.
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Truck Shipments
Please note that the Consignee is fully responsible for the number of pieces signed for at the time of delivery. Skids must be broken down and cartons counted immediately before signing the driver’s Delivery Receipt. Martin Associates of South Florida, Inc. will deny a short ship claim unless the Delivery Receipt is noted “short” or “damaged” and the number pieces received is specified on the Delivery Receipt. Customer Service should be promptly contacted upon discovery of the shipping problem.
Returns to Manufacturer ONLY
The following vendors must be contacted directly for credit/replacement of defective merchandise. In accordance with Manufacturer Policy, Martin Associates of South Florida, Inc. will not accept items made by these vendors for return and will not issue credit. However, we will do our utmost to assist you in getting proper resolution from these manufacturers.
| Vendor |
Products |
Phone # |
| American Power |
All |
800-800-4272 |
| Canon |
Printers |
800-423-2366 |
| Canon |
Fax/Copiers |
800-828-4040 |
| Epson |
Printers |
800-922-8911 |
| Fellowes |
Shredders |
800-955-0959 |
| Iiyama |
All |
800-394-4335 |
| Panasonic |
Fax machines |
800-HELP-FAX |
| Ricoh |
All |
800-882-4858 |
| Sharp |
Toners |
800-237-4277 |
| Tally |
All |
425-251-5601 |
| Toshiba |
Projectors |
877-523-8324 |
| Wilson Jones |
Shredders |
800-222-6462 ext. 36977 |
| Xerox |
All |
800-835-6100 |
| 3M |
Projectors |
800-328-1371 option #1 |
Damaged Goods
Interior Damage Only
If the exterior package/carton is intact and only the interior product is damaged, contact our Customer Service Departments for an RA number (phone number listed under Merchandise Returns, above).
Exterior Carton Damage by Carrier
If the exterior package/carton is damaged, causing damage to the contents, you MUST keep the original package/carton and then call Customer Service for a claim to be filed. If the original damaged package/carton is not available, there will be NO chance for a credit to be issued to you. See specific Carrier Policies below.
Specific Carrier Policies
FedEx — Damaged in Transit, Non-Delivery, or Denial of Signature Claims
Claims for FedEx shipments damaged in transit, non-delivery, or denial of signature must be made within 15 days of original invoice.
UPS Damaged in Transit Claims
Claims for UPS shipments damaged in transit must be made within 30 days of date of original invoice AND, original shipping carton must be retained.
LTL Damaged in Transit Claims
Claims for LTL shipments damaged in transit must be accompanied by delivery receipt with damages described on receipt and signed by recipient at time of delivery.
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