At Master Lock Store, we are committed to providing professional-grade security products with reliable service. Below you’ll find detailed information about our shipping and returns policies to ensure a smooth experience with your security hardware purchases.

Shipping Information

Order Processing Time

All orders are processed within 1-2 business days (excluding weekends and holidays).

Shipping Methods & Delivery Times

We offer two shipping options to meet your needs:

  • Standard Shipping:
    • Carrier: DHL or FedEx
    • Shipping Cost: $12.95 USD
    • Delivery Time: 10-15 business days after dispatch
  • Free Shipping:
    • Carrier: EMS
    • Available for orders over $50 USD
    • Delivery Time: 15-25 business days after dispatch

Note: Delivery times are estimates and may vary depending on destination and customs processing. We ship worldwide, excluding some Asian regions and remote areas.

Accepted Payment Methods

We accept: Visa, MasterCard, JCB, and PayPal for your convenience.

Returns & Exchanges Policy

We stand behind our security products with a straightforward returns process. Please review our policy carefully.

Eligibility for Returns

  • Items must be returned within 15 days of receiving your order
  • Products must be in original, unused condition with all packaging and security seals intact
  • Original proof of purchase must be provided

Non-Returnable Security Products

For safety and security reasons, the following products cannot be returned or exchanged once opened:

  • Digital Door Locks (due to security programming)
  • Electric Locking Systems (once installed or activated)
  • Combination Padlocks (for security reasons)
  • Any product where the original security packaging has been compromised

Return Process

Follow these steps to initiate a return or exchange:

  1. Contact Us within 15 days of receiving your order by emailing [email protected] with your request
  2. Provide Details using our Return Request Template (see below)
  3. Wait for Authorization – We’ll respond within 2 business days with return instructions
  4. Ship Your Return using the approved method (customer pays return shipping unless item is defective)
  5. Receive Confirmation – We’ll notify you when we receive and process your return

Return Request Template

Use this template when contacting us about your return or exchange:

Subject: Return/Exchange Request – Order #[Your Order Number]

Dear Master Lock Store Customer Service,

I would like to request a [return/exchange] for my recent order #[Your Order Number].

Product Details:

  • Product Name: [Name from your order]
  • Quantity: [Number of items]
  • Reason for Return: [Please specify]

I understand that:

  • Items must be in original condition with packaging intact
  • I am responsible for return shipping costs unless the item is defective
  • Certain security products may not be eligible for return

Please provide return instructions at your earliest convenience.

Best regards,

[Your Full Name]
[Your Contact Information]
[Order Date]

Refund Processing

  • Refund Timing: Refunds are processed within 5-7 business days after we receive your return
  • Refund Method: Your refund will be issued to your original payment method (Visa, MasterCard, JCB, or PayPal)
  • Shipping Costs: Original shipping fees are non-refundable unless the return is due to our error

Exchange Process

For exchanges:

  • Follow the standard return process above
  • Clearly indicate in your email that you’re requesting an exchange and specify the replacement product
  • We’ll process your exchange once we receive the original item
  • You’ll be responsible for any price difference and additional shipping costs

Damaged or Defective Items

If you receive a damaged or defective security product:

  • Contact us immediately at [email protected]
  • Provide photos of the damage or defect
  • We’ll arrange for a replacement or refund at no additional cost to you

International Returns

For customers outside the United States:

  • You are responsible for any customs duties or taxes associated with the return
  • We recommend using a trackable shipping service
  • Refunds will be issued in USD and may be subject to currency exchange rates

Contact Us

For any questions about our shipping or returns policy, please contact our customer service team: