At Locks Sales Store, we are committed to providing high-quality security hardware and architectural ironmongery products with reliable shipping and a straightforward returns process for our customers worldwide (excluding some Asian and remote regions).

Shipping Information

Order Processing

All orders are processed within 1-2 business days after payment confirmation. You will receive a shipping confirmation email with tracking information once your order has been dispatched.

Shipping Methods & Delivery Times

We offer two shipping options to meet your needs:

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

Note: Delivery times are estimates and may vary depending on your location and customs processing. Some remote areas may experience longer delivery times.

Returns & Exchanges Policy

Eligibility

To be eligible for a return or exchange:

  • Item must be unused and in its original packaging
  • Return request must be made within 15 days of receiving your order
  • Proof of purchase (order number) must be provided

Non-Returnable Items:

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

  • Door & Window Hardware (installed items)
  • Cylinders (cut to size)
  • Mortise Locks (if keys have been cut)
  • Electrical components (opened packages)

Returns Process

  1. Submit a Return Request: Email us at [email protected] with your order number and reason for return within 15 days of delivery.
  2. Wait for Approval: Our team will review your request within 2 business days and provide return instructions.
  3. Package Your Item: Securely pack the item in its original packaging with all included accessories.
  4. Ship Your Return: Send the package to our warehouse at:
    Locks Sales Store
    Returns Department
    534 Birch Street
    El Paso, TX 79901
    United States
  5. Receive Your Refund: Once we receive and inspect your return, we’ll process your refund within 5 business days.

Exchanges Process

For exchanges (size, color, or product type):

  1. Follow the same initial steps as the returns process
  2. Clearly indicate in your email that you’re requesting an exchange and specify the replacement product
  3. We’ll provide instructions for returning the original item and shipping the replacement
  4. You’ll be responsible for any price difference and additional shipping costs

Shipping Costs

  • Customer Responsibility: Original shipping costs are non-refundable, and return shipping is the customer’s responsibility unless the return is due to our error.
  • Free Returns: We offer free return shipping for items that arrived damaged or were incorrectly shipped.

Refund Information

Refunds will be issued to the original payment method:

  • Credit Cards (Visa, MasterCard, JCB): 5-10 business days after processing
  • PayPal: 3-5 business days after processing

Note: International refunds may take additional time to appear in your account depending on your financial institution.

Return Request Template

To help expedite your return request, please use the following template when emailing us:

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

Dear Locks Sales Store Team,

I would like to request a [return/exchange] for my recent order (#[Your Order Number]). The details are as follows:

Product Name: [Product Name] Reason for Return/Exchange: [Please specify] Preferred Solution: [Refund/Exchange for (specify product)]

Please advise on next steps. I look forward to your response.

Best regards,
[Your Full Name] [Your Contact Information]

Contact Us

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