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In order to serve you better, we've created this section to answer some of the most commonly asked questions you may have. Please take a moment to browse the subject headings on the left of the screen. Clicking on any of the subject headings will take you right to that section
If the answer to a question you have is not here, please email us. We'd love to hear from you.
CONTACTING
How can I contact Bob Marino?
There are several ways to contact Bob Marino to place orders, inquire about an existing order, or to ask technical questions.
E-mail:
customerservice@marinofestool.com
Regular mail:
Bob Marino Co., Inc.
5389 East Provident Drive
Cincinnati, OH 45246
Phone:
(866) FESTOOL (337-8665) (U.S. and Canada) or (973) 896-4388 (local)
Fax
Fax: (513) 341-2798
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ORDERING
How do I order from Bob Marino?
Great tools are our passion, but they're not the whole story when you shop with Bob Marino. We're committed to providing our customers with a safe and hassle-free shopping experience, and we back every purchase with a simple and straightforward 30-day return policy. See Returning Merchandise for details. Click here
There are three ways to order:
- By toll–free telephone using credit card
- Online using secure encrypted credit card payment
- By fax using credit card
Any of the items you see online or in the current Festool catalog can be ordered by phone.
How do I order by phone?
Ordering by phone is easy, using either our online catalog or the Festool print catalog, and may be done 365 days a year, 24 hours a day.
Inside the U.S.
Toll Free Phone: (866) FESTOOL (337-8665) or (973) 896-4388 (local).
Fax
Fax: (513) 341-2798
Online Orders
Not only does Bob Marino's website offer all of the tools in the current Festool catalog and more, but we are able to offer an even wider selection of tools and promotions online than we can in print. You may order any item shown on our website through our secure online ordering system.
When ordering on-line, you'll see the total of the merchandise ordered, plus sales tax (for orders shipped to addresses in New Jersey & Ohio).
Additional Charges
If applicable, charges may be adjusted subsequently for:
• Sales Tax if shipped to a New Jersey or Ohio address
• Air Shipping Fees if air service is requested
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SHIPPING
How soon will my order be shipped?
We make every effort to ship your order the same day we receive it; however, orders that must be shipped motor freight may take a little longer to prepare.
Is my shipment protected or insured?
Yes. An overall corporate insurance policy protects all our shipments.
When will my shipment arrive?
UPS Ground delivery generally arrive within 3 to 7 business days (depending on distance from our warehouse in Ohio).
For faster service, we offer UPS 2nd Day Air and Next Day Air Service for an additional charge. We will advise you of the charge prior to shipping your order. (Select the appropriate shipping method you would like at checkout. A representative will then contact you with the complete shipping charges before the package leaves the warehouse. If you choose to change the method you will have an opportunity to do so.)
Do you charge more for large or heavy items?
Not if shipped by UPS Ground: all UPS Ground shipments are free, regardless of order value, size or weight. Shipments sent by air will incur charges. We will advise you of these charges prior to shipping your order.
Can I get shipments to Alaska, Hawaii, and U.S. possessions?
No. We only ship to the lower 48.
International
Can I get shipments to locations outside the U.S.?
No. We are Festool dealers for the USA market only. For dealers who can ship outside the contiguous USA please visit the international Festool site.
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BACKORDERS
What if the item I want is out of stock?
We try very hard to maintain stock on all our items at all times. But it is inevitable that a hiccup will happen now and then.
If we are out of stock on something you have ordered, we ask you to be patient. We won't forget you or your order, and will ship the missing item within 24 hours after we get it in our warehouse (the expected date on your order is based on the information available at order time). You can cancel a backorder at any time by notifying us by phone, mail, fax or e-mail. Note: Items on a credit card order are only charged at the time of actual shipment.
Will I be charged additional shipping for a backordered item?
Orders to USA addresses are assessed only one shipping charge per order. There is no additional shipping charge for backordered items.
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PAYMENT
What are my payment options?
We accept personal or business checks (U.S. funds only), Money Orders, or payment by Visa, MasterCard, Discover, American Express and Optima. Open account shipments are available to firms in the USA with an acceptable credit rating, and to recognized USA institutions.
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Do your prices change?
We make every effort to ensure that our prices stay consistent with prices shown in our on-line catalog for the indicated period, but occasionally an increase is impossible to avoid. We are not responsible for inadvertent typographical errors in descriptions or prices.
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PAYMENT PROTECTION
How is my personal and financial information protected while ordering?
All information gathered on the Bob Marino site is stored and maintained in secure facilities that limit access to authorized personnel only. Our personnel can only access the information through a series of access-control procedures. The Bob Marino website is regularly tested for security breaches to ensure that all information collected is secure from unauthorized viewing.
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SSL Encryption Protocol
Our current security technology is Secured Socket Layer (SSL). The SSL protocol provides connection security that has three basic properties:
• The connection is private. Encryption is used after an initial handshake to define a secret key. Symmetric cryptography is used for data encryption (e.g., DES[DES], RC4[RC4], etc.)
• The peer's identity can be authenticated using asymmetric, or public key, cryptography (e.g., RSA[RSA], DSS[DSS], etc.).
• The connection is reliable. Message transport includes a message integrity check using a keyed MAC. Secure hash functions (e.g., SHA, MD5, etc.) are used for MAC computations.
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RETURNS
What if I need to return a purchase?
Our return policy is simple. You may return items purchased from Bob Marino, within 30 days of the date they were ordered for either exchange or refund. That's all.
We do ask that you return them in the original packaging if possible. Refunds, if requested, will be paid in the same fashion as your original payment. Please follow the instructions below.
Please contact us via phone, fax or email:
Phone: (866) FESTOOL (337-8665) (U.S. and Canada) or (973) 896-4388 (local)
Fax: (513) 341-2798
Email: returns@marinofestool.com
When returning products, please give us your order number and the full name and address of the person originally placing the order, plus your instructions. Also we appreciate knowing why you are returning the item, so we can maintain the quality standards and service we are known for.
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SALES TAX
Do you charge sales tax?
We are obligated by law to collect sales tax on orders that are shipped to addresses within New Jersey and Ohio. Sales tax is assessed on the total of the order including shipping charges if applicable.
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EMAIL UPDATES
How can I get email updates from Bob Marino?
When you visit us online to create an account with Bob Marino you'll have the option of signing up to receive email updates and offers. You can also opt-out from receiving Bob Marino email by clicking here.
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How can I change my email subscription status?
At the time that you register or make a purchase, you will be given an opportunity to opt out of this service. If you do not initially choose to opt out, you may still block future email of this type, simply by following the instructions at the bottom of the email. Separately, we send email to keep you informed about the status of your orders. These messages cannot be blocked as they are specific to an order you placed.
PRIVACY POLICY
What is Bob Marino's privacy policy?
Bob Marino respects your privacy. Our guidelines for protecting the information you provide us during your visit to our Web site appear below.
Privacy Statement
We have designed marinofestool.com so that no personal identifying information is displayed online or is accessible to the general public. You can browse the Bob Marino web site without telling us who you are or revealing any information about yourself. To obtain access to special site features including order history and saved shopping carts, we ask that you register on our site.
Use of Data
For ordering and operations purposes, we collect only the following information about our users: name, account number (if applicable), school or business name (if applicable), street address, state, zip code, phone number, country, and email address. For promotions we collect other information to help us track the success of the promotion (e.g., how you learned about the offer). We use the name and email address to manage registrations. We do not sell that information to any third party. We do not reveal your email address or other personal information, except to complete transactions. If you provide your email address, we give you the option of receiving promotional email from Bob Marino. We will not send email unless you indicate that you want us to, and you may change this option whenever you like simple follow up the opt out procedure at the end of any email we've sent you. We do not rent our e-mail names.
Any information you provide to us is treated with care and with your security in mind. Secure transmission methods are used when you provide personal information. We do not store credit card information on our website longer than is absolutely necessary. This is why we must ask you to enter your credit card number again each time you purchase.
Bob Marino is a mail order company. From time to time we exchange mailing lists with other carefully screened and reputable, mail order companies or publishing companies that have products, magazines or books that may interest our customers. If you do not wish to receive catalogs or offers from other companies, please call 800-221-2942 or e-mail: mail@marinofestool.com. We will be happy to accommodate your wishes. You may also contact us by mail or fax at the addresses shown on this page.
We do use a third-party services to serve ads on our behalf across the Internet. They may collect anonymous information about your visits however no personally identifiable information is collected or used in this process. They do not know the name, phone number, address, email address, or any personally identifying information about a user. You can read more about our online marketing practices and the technologies that support them by visiting the Network Advertising Initiative's website by clicking here. This link also gives you the option to opt-out of our target advertising program.
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