Q: How do I open my box for the first time?
A: The default combination for all of our products is 000. To open, make sure the combination is set to the default and slide the square button away from the numbers. Instructions on how to set your new combination can be found inside the box or here: https://www.vaultz.com/vaultz-combination-lock-instructions/
Q: Can I still open my box if the security tab is missing?
A: The plastic safety tab ensures the combination stays at the default during shipping. Removing the tab will not impact your ability to open the box and set a new combination. If your new box arrived without a safety tab, you may have received a returned item with a combination already set. In that case, we recommend requesting an exchange from the place where it was purchased.
Q: My box is not opening on the correct combination. What can I do?
A: To open the box, we recommend trying the original 000 combination it came set at to see if this will still open it. If this does not work, we suggest trying combinations that are similar to the original in case the combination was accidentally nudged up or down a number. For example, if your lock was set to “444” you can try “445” or “443” and so on. You may also try using a little more force to open the box; these products are durable, so sliding the square button harder will not break the lock. If the above suggestions do not work, the only way to open the box will be to remove the lock. (Since these are security products, we don’t have universal reset codes) This can be done by wedging a tool such as a flat head screwdriver between the lock and the box to pull the lock off.
Q: Is there a factory reset code for your combination locks?
A: As these are security products, there is no factory reset for our combination locks. Once the combination is changed from 000 to your new number, access to the box is now limited to that number. Without the correct combination, the only way into your box will be to remove the lock. This can be done by wedging a tool such as a flat head screwdriver between the lock and the box to pull the lock off. Vaultz is not responsible for lost or forgotten combinations.
Q: Do you offer custom made items?
A: For large wholesale orders, we may be able to customize certain items- please fill out your information at https://vaultz.com/wholesale A sales representative will be in touch shortly after with further information.
Q: What is your replacement policy?
A: We are happy to provide our customers with a replacement for defective items that were purchased directly from our website within the last sixty (60) days. If an item was purchased from another retailer, the return policy will be through them and they should be able to provide you a replacement. To receive a replacement, please send an email to [email protected] with your order number, which item was defective, and what the defect was. Once received, your replacement is expected to arrive within 5-7 business days (M-F). Tracking information will be available upon request 2-3 business days after the replacement is ordered.
Q: Can I get replacement parts for my item?
A: Unfortunately, parts such as wheels, combinations, and handles are not available on a replacement basis. The only way to address the issue would be to replace the entire product. Vaultz is also not able to repair damaged items.
Q: How do I get replacement keys?
A: To receive a free set of replacement keys, please search VZ00811 and add them to your cart. Alternatviely, you may fill out a key replacement form here: https://www.vaultz.com/key-replacement/
Q: I just ordered replacement keys. When can I expect them to arrive?
A: Replacement keys will typically arrive in 5-10 business days (Monday through Friday, excluding holidays) from the day they are shipped. In order to keep this a free service, keys are sent via USPS and tracking information is not available.
Q: How do I return a product that I bought from your website?
A: Please send an email to [email protected] with your order number and which item(s) you would like to return, and we will send you a prepaid shipping label. Once we receive your returned item, we will be able to issue you a full refund.
Q: How do I set up a wholesale account?
A: Please fill out the form at https://vaultz.com/wholesale A sales representative will be in touch shortly for further instructions.
Q: My organization is tax exempt. How do I set up tax exempt status?
A: Please set up an account on our website. Then, you may send an email to [email protected] with your account information and your tax exempt certificate. A sales associate will be in touch with you shortly to confirm your tax exempt status on our website.
Q: The latch is stuck in the open position. Can this be fixed?
A: In order to close the box, your correct combination must first be inputted. For example, if your combination is 444, the box will only close when set to 444. Once the box is closed, you may scramble the numbers for it to lock. You may also try resetting your combination.
Q: Are you able to ship internationally?
A: At this time, we are only able to ship products within the United States. However, we can send replacement keys worldwide.
Q: What kind of warranty do you offer?
A: We stand behind our products and their quality. Though our products do not have a warranty, you should be able to take the item and receipt to the store you originally purchased it from and request a replacement.
Q: What are your products made of?
A: ALL Vaultz products are made with an MDF core. The main frame of our Vaultz products is a wood MDF board.
The MDF is covered with a PP laminate (a Prop 65 approved laminate). It is a safe form of a plastic PVC, similar to vinyl.
The Vaultz cases are then trimmed with metal rails, chrome corners and locks.