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: Yes, you should still be able to open your box and set your new combination without the security tab.
Q: Why isn’t my usual combination working?
A: The numbers may have been nudged. We recommend inputting the default 000 combination. If this does not work, try combinations that are similar to yours (ex. If your combination is 444, try 445, 544, etc.) If the problem persists, please contact us at firstname.lastname@example.org
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.
Q: What are the dimensions for this product?
A: Dimensions for all products are listed in the product info page.
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@example.com 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.
Q: How do I get replacement keys?
A: To receive replacement keys, please feel free to order them from our website or fill out the form here: https://www.vaultz.com/key-replacement/.
Q: I just ordered replacement keys. When can I expect them to arrive?
A: Replacement keys are sent via USPS, and it will take 5-7 business days (M-F) for them to arrive.
Q: How do I return a product that I bought from your website?
A: Please send an email to firstname.lastname@example.org 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@example.com 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.