Frequently Asked Questions
1. Do I need to create an account to be able to place an order?
No, you do not need to create an account to place an order, just use the "checkout as guest" option when prompted.
2. What are the benefits of creating an account?
After creating an account, all your information including your previous orders, addresses, and more is stored in one place making for a faster and easier checkout process each time you order.
3. What do the special keying options mean?
Factory Keying - How item comes keyed from manufacturer
Keyed Different - All locks will use a different key
Keyed Alike - All locks will use the same key
Key to Key Number - Locks will be keyed to key number provided in the comments section at checkout
4. Do I need to use the "Keyed Alike" option on all items to get them all keyed alike?
Yes, use the "Keyed Alike" option on all items that you want to use the same key.
5. Can items from different brands be keyed alike?
Schlage, Baldwin Estates, Baldwin Reserve, and Emtek can all be keyed to the same key.
Kwikset, Yale, and Baldwin Prestige can all be keyed to the same key.
6. Can you key a lock to match an existing one I have?
Yes, we absolutely can. Just select the key to key number option on the product page and provide the 5 digit key number in the comments section at checkout.
7. How do I know if a product requires handing?
If a product is handed, it will require you to select the handing when adding the product to your cart.
8. How do I correctly hand a product?
In order to correctly hand a product, you need to stand on the outside of the door and observe the side of the door the hinges are on. If the hinges are on the left, you need to order a left handed item. If the hinges are on the right, you need to order a right handed item.
9. Can I return a product?
If the product meets our return policy requirements, you can request a return by emailing firstname.lastname@example.org for an RGA#.
10. When will I receive my refund from my return?
Your refund will be issued once your return is received and inspected by our warehouse. This process typically takes between 7-10 business days.
11. Can I exchange a product?
Unfortunately, we do not offer exchanges. You can simply request to return the product you originally received and place a new order for the desired product.
12. I want to check stock on a product before ordering, what do I do?
If you would like to check stock on a product before placing an order please contact us.
13. Will I get a tracking number sent to me when my order ships?
Yes, a tracking number will be sent to the email you provided at checkout when your order ships.
14. How do I track my order?
Once your order ships, you will receive a tracking number via email. You can use the link that is in that email to track your order.
15. Are there any coupon codes available?
We try to put the best possible product pricing out on the website for immediate purchase. Therefore, we rarely offer coupon codes. However, we do run promotions on certain products/brands that will automatically be discounted in your cart.
16. When will my order ship?
We ship out all orders as soon as possible. Most products that are in-stock normally ship in 1-2 business days. Occasionally, products are out of stock and will incur an extended lead time before they will ship. If a product(s) on your order is/are out of stock, you will be notified via email of the lead time. If you would like, you can also contact us to check stock on a specific product prior to placing your order.
17. How fast will I get my order?
Standard Ground orders are typically delivered within 1-5 business days after shipment. If you would like a more precise shipping time estimate for your exact location, please feel free to contact us.
18. Is there anyway I can expedite the shipping of my order?
The only items available for expedited shipping are Emtek brand products. If you are ordering an Emtek product and are interested in this service, please contact us.
19. I received a shipment and the product is damaged, what do I do?
If you receive a shipment that is damaged or if you receive a shipment that contains damaged product, you must contact us within 48 hours to make a damaged shipment/product claim.
20. I received a shipment and there is missing product, what do I do?
If you receive a shipment that is missing product, you must contact us within 48 hours to make a missing product claim.
21. My shipment says it has been delivered but I have not received it, what do I do?
Before contacting us, please confirm with the person who signed for the package (if applicable) where the package may be along with checking with other suites/departments/neighbors to be sure they have not accidently received the package. After that, please contact us immediately to make a missing shipment claim within 48 hours of the shipments delivery scan.
22. I received my order but it is not the right item, what do I do?
If you received your order and it is not the correct product, please contact us so we can look into verifying what you received and getting you the correct product.
23. I received a package from your company that I did not order, what do I need to do?
If you received a package from our company and you did not order it, we ask that you please contact us immediately so we can arrange for the proper recipient to get their package.
24. I am tax exempt, what do I need to do to avoid being charged tax?
If you are tax exempt, please contacts us before ordering and we will set you up in our tax system so you do not incur tax at checkout. Please know that you will need to create an account with us and provide us a PDF copy of your tax exempt certificate.