​Ordering

How do I place an order?

Go to http://my.martin.com and log on to your myMartin account. You can find your Martin products in the product catalogue (select a product category under “Products”). You can also use the Product search function by entering the item number or name (or partial name).

When you are viewing the needed product on an individual product information page, enter the quantity and click the Add button. The item will then be added to your shopping cart. Click on View cart when you are done adding products to your shopping cart.

You can now complete the order by going through the ordering steps: Cart – Address – Shipping – Overview – Receipt.

I know the item number - how do I add items directly to my shopping cart?

You can use either the Quick Entry or Quick Ordering function.

Quick Entry

This option allows you to enter the item number or name and then add the product directly to the shopping cart. It is a quick and easy way for you to add your Martin products to the shopping cart without having to view the product information page.

Quick Ordering

If you have a list of item numbers for the products you wish to order, and if you want to avoid having to type in every item number, then try our Quick Ordering function featured at the top of the front page. You can paste a whole list of item numbers including quantity and then add these directly to your shopping cart. You save valuable time and it only takes a few clicks to complete your order.

You simply copy and paste your whole list of item numbers all together (you may have these in an Excel sheet) into the quick ordering field, then click on the Add button and go to the shopping cart to complete your order. For a detailed instruction on how to use the Quick ordering function please find a user manual under Customer Center -> mySupport.

Can I save my shopping cart and complete my order later?

 Yes. The Order pool function makes it possible for you to save the items in your shopping cart without completing the order. When you have placed items in your shopping cart, click on Order pool at the right-hand corner of the front page. You can also save the order in the Order pool by clicking on View cart and then the Save to orderpool and close button. You will then be asked to give the order a name. When you have pressed OK, the order will be available in the order pool – and not the shopping cart.

Later, you/ a colleague can (depending on the access limitations assigned by the account administrator):
 1. Complete the order, add/delete items to the order or
 2. Combine this with a new order.
 3. Delete the order

Note: any price changes will automatically be updated on the saved orders.

How do I select a different delivery address than my invoice address?

While completing your order, you will be asked to enter a delivery address. Your delivery address can either be the same as your invoice address (in this case you do not have to enter a delivery address), or you can enter a different delivery address (select “New delivery address” and enter your address information).

You can write any address you want, but please notice that it can only be an address in the same country as your invoice address. If you need the order delivered to another country, please send a request to our Customer Care department (contact details are listed under Customer Center -> mySupport -> Contact). If we confirm your delivery address, you will be able to select this at the “Address” page when completing the order.

Where are the products shipped from?

It is possible to have a combined order of both finished goods and spare parts. However, please note that:

• Finished goods are shipped from the main warehouse in Venlo, the Netherlands.
• Spare parts are shipped directly from the factory in Frederikshavn, Denmark.

How will the products be shipped?

 When placing your order, you have two shipping options:

• Standard, Leadtime for orders placed before 11.59 a.m. (local time, Denmark): 2-5 days
• Express, Leadtime for orders placed before 11.59 a.m. (local time, Denmark): 1-2 days

Note: You can only select one shipping method per order –this includes combined orders (with products shipped from both Denmark and the Netherlands).

Customers with an Ex-Works agreement will be asked to select a Pick-up shipping method for all finished goods shipped from Venlo, the Netherlands. All spare parts from Frederikshavn, Denmark, will be shipped Standard or Express. You will be asked to select one of these shipping methods on all spare parts orders.

When will my order be shipped?

All in stock orders placed before 11:59 a.m. (local time, Denmark) will be dispatched the same working day. If you want the order shipped on a specific date, feel free to write us a note in the Notes box provided. Our Customer Care department will then process the order accordingly.

Please note that the shipment date can also depend on your method of payment (under the terms of our agreement).

If you are asked to make payment, this must be done before we can ship your order.

How do I find Quotations?

If Martin Professional has sent any quotations to you, you can see these under myQoutations.

To confirm quotations you have to click on “Go to confirmation” – you can insert a delivery address and PO number here.

I am an invoice customer, but can I also make a prepayment on some orders?

Yes you can. You have two options, invoice or prepayment. As an invoice customer you will be asked to select your preferred method of payment at the step called “Shipping” while completing your order.

What are the freight prices?

The freight prices are based on the weight of your order. You will be able to see the freight price when you have finished adding products to the shopping cart and start completing the order.

During the process of completing your order, you will find the exact freight prices at the step called “Shipping”.

Managing my account

How do I change my login information (username and password)?

You can change your user name and password under Customer Center -> myCompany -> User account.

​​Login

What is a login?

 A login, your username and password, is a unique reference that identifies you on our website. It is your key to accessing and ordering online on the myMartin website.

How do I get a login for myMartin?

Please note that myMartin is only accessible to pre-approved customers, which means that your company must have an account with us in order to place orders.

If your company already has an account with us, you need to appoint an Administrator of the account (it can be you or a colleague, appointed by the purchase manager or the CEO of your company). The administrator is the only one who can add you as a user/contact person to the account. Once you have been added as a user, a login will automatically be created by our system and then sent to you by e-mail. You can always log on to myMartin and change your username and password, if you like (go to Customer Center -> myCompany -> User Account).

Service Center

What is the “Anytime Help C​​​enter” Link?

 This is a public support site containing self help articles from Tech Support, products FAQs, and latest techni​​cal updates.​

What is an account administrator, and do I need one?

We strongly recommend that you appoint an account administrator. This will not only benefit you but also help us provide you with the best service on myMartin.

As an approved customer at Martin Professional your company has access to our 24/7 full-service myMartin eShop. All
our online services and features are designed to make your ordering process as easy and convenient as possible. In addition, we have made it possible for you to manage and update your Martin Professional account.

As an Account Administrator you have complete access to all master data linked to your Martin Professional account. Not only do you have access to all our features on myMartin, like price lists, extensive product information, order confirmations, invoices, statement of account etc., you can also manage your account and all users linked to the account. You can assign various access limitations for all users and decide what kind of functions and information they should have access to. As the account administrator you can for instance:

• Add/change/delete users/employees as a contact person to your account.
• Decide who should have access to myMartin.
• Decide who should just create orders and who should confirm orders.
• Decide who should have access to see order confirmations, delivery notes and invoices.
• Decide who can download a statement of account.
• Decide who should be able to see prices and download price lists (for all products or just a specific product group like spare parts, finished goods or accessories).

How do I appoint an administrator of our account?

If you have not already appointed an account administrator, you need to fill out an administrator form in which you
inform us about your choice of account administrator. The administrator can be the main contact person from your
company, or one of your colleagues.

Please send a request to mymartin@martin.com to get an administrator form. It will only take you a few minutes to fill
out. Be sure to select you administrator today!

How do I add a contact person to my company account on myMartin?

As the account administrator you are the only one who can add a contact person to your account.

If you are the account administrator, please go to Customer Center > myCompany > User Management.

Some employees may already be added to your account, and these will be shown on a list. To create a new user, just
click on “Create new user”.

How do I delete a contact person from my company account on myMartin?

As the account administrator you are the only one who can delete a contact person from your account.

If you are the account administrator, please go to Customer Center > myCompany > User Management.

A list of all employees will be shown. Click on the contact person you wish to delete, and then click the Delete button at the end of the page.

​After sales

How do I track my orders?

Under Customer Center -> myOrders -> Order details, you can find the newest updated information about your order.

The contact person listed on the order will receive an e-mail, which will include your delivery note as an attached document. The e-mail will also provide you with the necessary information on how to track your order. Please note that tracking is only possible on orders sent from our warehouse in Venlo.

What is a booking no. and how do I find the booking no. for my order?

The booking no. (consists of six digits) is generated by our system, and works as a reference to your orders. If you have several orders with the same shipment date, these orders will all have the same booking no. This number can also be found on your invoice and delivery note. You will need the booking no. when you track your orders sent from our warehouse in Venlo.  Customers with an Ex-Works agreement, who are required to arrange pick-up, can use the booking no. as a reference when picking up goods at our warehouse in Venlo.

​Search

How do I find products on myMartin?

There is more than one way to find our products on myMartin: Product Search and the Product catalogue

Product Search

The search box at the top of the front page allows you to search for all our products using an item number or name (or partial name or item no.)

Product Catalogue

Browse the online product catalogue under Products on the left-hand side of the front page. You simply select one of the product categories; Martin Light, Smoke, Marketing and Outlet.

Where can I find campaigns?

You can find Martin products at highly reduced prices by checking all Martin Campaigns, including some special myMartin campaigns, at the bottom of the front page.

You can also find campaigns in our Martin Outlet (under Products on the left-hand side of the front page).

How do I get a complete price list?

Depending on your access limitations, you can print/download price lists that include list prices or/and net prices for Martin Professional products. The price lists are available in both PDF and Excel format.

The price lists are organized in  two different ways:

Grouped order. The list of products is organized in the same way as the product catalogue. It is beneficial for those who would like to view groups of products such as finished goods, accessories and spare parts. Links to product groups are also provided.

Numerical order. The products are listed according to their item numbers. This is perfect for updating prices in your system and for
 those who are already familiar with the Martin Professional numerical system.

How can I get a statement of account?

Depending on your access limitations, you can download a statement of account for any given period. Log on to myMartin and go to Customer Center -> myFinance.

Where can I look up a specific order?

You are always able to check all your orders and their status. Please go to Customer Center -> myOrders -> Order documents, and then search for the order in question. The order will change status from ‘unconfirmed’ to ‘confirmed’ when the Customer Care department has sent the order to the warehouse in Frederikshavn, Denmark (all spare parts orders) or to Venlo, Netherlands (all finished goods orders). When the order is confirmed, you can click on the sales order no. to get detailed information on the order, e.g. an order confirmation, delivery note and invoice. If you click on the web order no., you will also be able to see your web order confirmation.

How do I find invoices, order confirmations and delivery notes?

Depending on your access limitations you can find and reprint order documents like invoices, delivery notes and order confirmations. These are always available on myMartin, if you should need them. Just log on to myMartin, and go to Customer Center -> myOrders -> Order documents. You then need to search for the specific order in order to find the documents related to the order.

How do I find order details?

You can find specific order information under Customer Center -> myOrders -> Order details. On this page you will be able to find information like shipping dates, shipping method, booking no. and much more. If any changes are made to your order, this page will show the updated information.