CUSTOMER CARE

Welcome to Martino by Martino Cartier. Our goal is to provide you with the highest level of customer service.  Below are answers to commonly asked questions.

Orders

We accept orders for delivery within the United States. Payment may be made with all major credit cards including: Visa, MasterCard, American Express, Discover, or debit cards with the Visa/MasterCard logo and PayPal.

Shipping

All orders ship from our warehouse in the Northeast via UPS and typically arrive within 5-7 business days. Orders received after 1:00pm est on Friday or on the weekends will ship the following week. The warehouse is closed on all national holidays and orders placed will ship the following business day.

Returns and Exchanges

If you are unhappy with your purchase, we don’t offer a refund so please contact us and we will be happy to help you process an exchange.

Our Customer Service hours are Monday-Friday 9AM–5PM EST and responses may take up to 3 business days. We thank you for your patience.

 

Contact Us: 

customercare@martinobymartino.com

You’re Beautiful, LLC.

1010 Northern Blvd, Suite 330

Great Neck, NY 11021

Tel. 516.336.2545

Troubleshooting

HAUTE STUFF

  1. Before doing any inspection, please unplug the appliance.
  2. Never allow the Power Cord to be pulled, twisted or severely bent. Avoid wrapping the cord tightly around the hair dryer. Damage to the power cord can cause it rupture and short. Inspect the cord frequently for damage. If damaged, stop using immediately and contact manufacturer for repair.
  3. Inspect switches, ensure that switches are engaged fully in the correct position. In some cases, the switch is simply loose from excessive use and not fully engaged.
  4. Inspect the power outlet, If you are using a GFCI or GFI outlet with a reset circuit breaker button on the panel, it may simply need to be reset to start the current of electricity into your hair dryer. Try different outlets to rule out a potential faulty electrical outlet issue.
  5. Inspect the cable, check the power cord for any cuts, cord separation, or exposed wires. Before doing any power cord repair to your flat iron, ensure the device is completely powered off and unplugged from any electrical outlet. In most cases, you can quickly repair minor wire damage by securing the wires together and wrapping the damaged area in electrical tape.

Properly store your dryer.

  • Ensure the product is completely dry, switched off and unplugged from the power source before storage.
  • Store in original box in a cool, dry place.
  • Store in a safe place, away from children.
  • Before you wrap around the cord, put the pin cover over the plug pin first.

Cleaning and Maintenance

  1. Always turn off when not in use.
  2. The dryer must be unplugged before cleaning.
  3. Let the dryer cool down before cleaning.
  4. Wipe the body of the dryer with a soft damp cloth.
  5. To prolong the motor life, it is important to regularly remove dust and dirt from the rear grille.
  6. Do not use any harsh detergents, abrasives, solvents or cleaners.
  7. Never immerse in water to clean.
  8. Any other servicing should be performed by an authorized service representative.

HOT & BOTHERED

If tangling occurs:

If hair gets tangled- first, shut off the styler to stop the heat. You can even unplug the styler if you need more room. Second, use a rat tail comb to untangle the hair. Make the comb go all the way to the barrel and find the ends to pull out of the tangled hair. Continue pulling hair away from the barrel, little by little, using the pointed edge going down the barrel of the styler and loosening the tangled hair. Once it is loosened you will have the ability to remove the tangled section easily.

Do not pull at the tangle. Tightening will result in further tangling.

Do not shift the hair in the barrel back and forth, this will create more tangles.

Do not switch the direction of the barrel while hair is in the brush.

If tool does not power on:

Never allow the 360° Swivel Power Cord to be pulled, twisted or severely bent. Avoid wrapping the cord tightly around the dryer. Damage to the power cord can cause it to rupture and short. Inspect the cord frequently for damage. If damaged, stop using immediately and contact manufacturer for repair.

Inspect switches, ensure that switches are engaged fully in the correct position. In some cases, the switch is simply loose from excessive use and not fully engaged.

Inspect the power outlet, If you are using a GFCI or GFI outlet with a reset circuit breaker button on the panel, it may simply need to be reset to start the current of electricity into your styling tool. Try different outlets to rule out a potential faulty electrical outlet issue.

Inspect the cable, check the power cord for any cuts, cord separation, or exposed wires. Before doing any power cord repair to your tool, ensure the device is completely powered off and unplugged from any electrical outlet.

SMOOTH CRIMINAL

Cleaning and Maintenance

  1. When finished using, turn off hair flat iron, unplug and let it cool down before storing.
  2. Do not touch the titanium plates for at least 30 minutes after turning flat iron off.
  3. Wipe down the titanium plates with a soft damp cloth or use a small amount of warm soapy water.
  4. Let flat iron cool down completely before cleaning the body of the flat iron.
  5. Wipe down the body of the flat iron with a soft damp cloth.
  6. Do not immerse flat iron in water or any other type of liquid.
  7. Do not use harsh or abrasive cleaning products or solvents.

Troubleshooting

  1. Inspect switches, ensure that switches are engaged fully in the correct position. In some cases, the switch is simply loose from excessive use and not fully engaged.
  2. Inspect the power outlet, If you are using a GFCI or GFI outlet with a reset circuit breaker button on the panel, it may simply need to be reset to start the current of electricity into your styling iron. Try different outlets to rule out a potential faulty electrical outlet issue.
  3. Inspect the cable, check the power cord for any cuts, cord separation, or exposed wires. Before doing any power cord repair to your flat iron, ensure the device is completely powered off and unplugged from any electrical outlet. In most cases, you can quickly repair minor wire damage by securing the wires together and wrapping the damaged area in electrical tape.

Inspect the cable, check the power cord for any cuts, cord separation, or exposed wires. Before doing any power cord repair to your tool, ensure the device is completely powered off and unplugged from any electrical outlet.