Customer Service Pages- LockPickShop.com
- Need more information about our products?
- Have a question about your order?
- All other concerns or questions...
US and Canadian customers may contact us by phone to place an order: 1-877-919-LOCK. (1-877-919-5625) Our order line is open from 8am EST (Eastern Standard Time) until 5pm Monday through Friday.
How To Order:(back to top)
Orders can be placed on the website by credit card (Visa, MasterCard, American Express & Discover). IMPORTANT: Lockpickshop will ship ONLY to a customers billing address or place of business. We do not ship to alternate residential addresses or to PO Boxes. PayPal is another payment option for US & international orders. We do not accept bank wire transfers or any other methods of electronic payments. US and Canadian customers may also call our Toll-Free Order Line at 1.877.919.LOCK Monday through Friday from 8am-5pm EST. You may fax your order to our office at 1.978.349.6060 or you may print and mail it to our office for processing. A downloadable .pdf version of the Lockpickshop catalog including a printable order form can be found on the front page of the website. All credit card orders are charged in US dollars. Call toll-free 1-877-919-LOCK to place your order by phone.
Please note: This phone number is ONLY for LockPickShop orders. Please do not use this line for any other reason. The representatives that answer calls at this number cannot give you specific information about products. Do NOT call for purposes of solicitation. All other (non-order related) questions should be addressed by email (firstname.lastname@example.org) or our online chat service.
Any orders sent via snail (regular) mail should be sent to:
Locksmith Parts & Supplies, LLC
70 Maryland Avenue
Attn: Customer Service.
Mail Orders will NOT be shipped unless your current photo ID is included with the order, faxed to our office or scanned and emailed to our office.
Payment will be returned if proper identification does not accompany the order or is not received within a reasonable amount of time.
Alternate Methods of Payment (back to top)
Postal money orders or bank checks are accepted. (payment must be in US
dollars -$) Personal checks are NOT accepted. Company checks are also accepted as long as
company name and address are printed on the check. Please do not send cash!
IMPORTANT: We must have proof of age for all mail-orders. Please enclose a copy of your photo id (drivers license etc.) with your mail order. You may also scan your id and email it to us if you prefer not to enclose it with your order. Mail orders paid for with money orders will not ship until we have proof of age.
Please ensure that the proper amount is included to your check or money order to cover shipping and handling. If you are not sure how much to include please contact us by email.
LockPickShop is a New England based company. Our office is located in Massachusetts about 30 miles north of Boston, a short distance from Logan International Airport. Our warehouse and shipping facility is located in Nashua, New Hampshire. Our company does not have a physical retail store; we are an Internet based company. Customers may not make purchases from our warehouse.
*All Domestic and Foreign orders in which the billing address differs from the shipping address must be accompanied by a photocopy of the credit card AND a drivers license (or other official photo identification). Foreign orders placed by credit card from any country that is not part of the AVS (Address Verification Service) program are required to scan and email a copy of their legal identification. This includes non- US orders paid for via PayPal payment services where the address is not a confirmed PayPal address or is an internationally confirmed PayPal address. **International orders paid for with PayPal are required to furnish ID upon request of LPS even if the address is confirmed because the transactions are not covered by the PayPal Sellers Protection Policy.
*This applies to orders placed online as well as by mail. This info may be faxed, scanned, emailed OR included with mailed in orders.
Processing Time: (back to top)
Most domestic (US) orders are shipped within 2 business days of receipt of payment. Please allow up to 14 days for delivery. We will contact you directly if the order cannot be shipped within a reasonable amount of time. At that time you will have the opportunity to change your order or cancel.
Methods of Shipping: (back to top)
US orders are shipped by Standard Ground Service via UPS Mail Innovations (UMI) or UPS Ground service. Orders in excess of $200.00 or that weigh over 16 ounces are shipped via UPS Ground Service. UMI shipping is a value shipping option we offer to our customers. It costs considerably less than UPS. Packages do take a bit longer to arrive with this service, usually 2-3 days. There is no guaranteed date of delivery as there is with UPS Ground Service but it is extremely reliable. Total delivery time takes 2-7 business days (7-10 days for AK/HI).
What is UMI/UPS Mail Innovations?
UPS Mail Innovations is a hybrid shipping service in that UPS Mail Innovations works with the U.S. Postal Service to provide a lower-cost shipping service. UPS provides the pick-up, processing, and interim transportation of mail, handles the delivery up to the point in which the package is delivered to your local Post Office and tracking indicates "Shipment Acceptance". Your package will is then delivered to you by the local USPS driver.
How can I track my Lockpickshop order?
If you entered a valid email address when you placed your order you'll receive an email from us with your tracking number. When you click on the tracking number, you'll automatically be taken to the appropriate UPSMI web site, which will provide current tracking information.
UPS Mail Innovations requires 24 to 48 hours after the order has been shipped before tracking is available. Once the package is in the UPS network, it will be visible to the destination city Post Office
International orders oftentimes can come to more than the amount we initially charge due to the weight of a package or the distance the order is travelling; particularly if the item is shipped UPS. When your order has shipped we will notify you with the US Postal Service Delivery or Signature confirmation or UPS tracking number via email. *Please note- Lockpickshop.com can NOT ship to PO boxes unless the PO box is the actual billing address of the cardholder.
**Please include a physical street address if you are ordering tryout keys, or auto jigglers (aka "lockpicks for cars"). **Auto jigglers and/or auto opening keys cannot be shipped via the US Postal Service. It is against Federal regulations. These orders MUST be shipped via UPS. Whenever possible we ship domestic orders via USPS Priority mail. International orders will be shipped by FMI - First Class Mail International, PMI - Priority Mail International, or EMI - Express Mail International. Canadian orders may also be shipped via UPS Standard Delivery. Usually international orders arrive in 4-10 days. This is largely dependant on how quickly the packages clear US and then international customs.
If there is a problem shipping to a street address please contact us by phone at 1-877-919-LOCK and we'll assist you.
Shipping: Frequently Asked Questions (back to top)
"How do I determine shipping costs?"
The easiest way to calculate shipping costs is to place the items you choose in your shopping cart, then click on the "Shopping Cart" tab at the top of the page. You'll see a box under your shopping basket that allows you to estimate your shipping costs prior to entering payment information. Once you have entered the shipping information your invoice will show the exact charges to your destination. You can cancel the checkout process at any time and return to shopping. Please feel free to adjust your order any number of times to get the best products and shipping price.
"My order was returned to your warehouse because the address on the package was incorrect. I want it to be shipped out again but I was told I'd have to pay shipping charges again. Why do I have to pay a second time?"
When a customer places an order on our website it is their responsibility to enter their shipping address thoroughly & correctly. When we receive an order the shipping labels are processed automatically, DIRECTLY from the information the customer entered on his or her order form. There is no chance of human error on our part; this is all an automated process. In other words, if the address is wrong...it is unfortunately an error on the customers part. If a customer forgets to type their apartment or suite number into the order form chances are it will be returned to our warehouse. When this happens we have to unpack the order, contact the customer to clarify the address information, package the order a second time and process and pay for the package to be re-shipped. We don't get a free pass because our customer made a mistake; we have to pay a second time as well. US Postal Service, UPS & FedEx drivers are not mindreaders, they need to have complete address information in order to deliver packages to the right address.
"Why does it seem like my shipping costs are so high?"
If you own a vehicle and have purchased gas recently you are very much aware that the cost of a gallon of gas has skyrocketed. Our shipping prices remained exactly the same for the first 6 years we were in business. Unfortunately the US Postal Service and UPS have raised their prices every year and will likely continue to do so. UPS and FedEx also tack on a fuel surcharge for every package they ship in addition to stated rates. These continuous price increases eventually forced us to have to raise our rates. We do NOT make a profit off of shipping and do the best we can to keep the cost of shipping as low as possible.
We ship to over 60 countries around the world unlike many of our competitors. Not all methods of shipping are available to our international customers. For instance, there are many international destinations where the US Postal Service is not permitted to ship to so we must use Federal Express or UPS. These methods of shipping are much more costly. There are also many countries like Brazil, South Africa and Romania that we must ship packages EMI (Express Mail International) or Federal Express because these countries will not accept packages shipped by less expensive methods such as First Class Mail International (FMI).
"I live in the UK and paid for my order using PayPal. I chose "First Class Mail International (FMI)"as the method of shipping. Why did I get an email saying that my order had to ship by Fedex and it was going to cost a lot more to ship it?"
Good question. PayPal requires merchants to ship orders with a trackable method of delivery. This is especially important with international orders that may get held up in customs or "lost" in transit. First Class Mail International (FMI) is NOT a trackable methods of shipping so we are not permitted to ship international order that have been paid with PayPal by a non-trackable method. Trackable methods of shipping are Express Mail International (EMI) UPS and Fedex. This raises the customer cost of shipping by a considerable amount with the exception of the Eastern and central Canadian provinces. When a customer pays with PayPal they are using PayPals checkout - not Lockpickshop's. PayPal terms of sale must be followed by both the merchant and the customer.
Canada - shipping to Canada - Canadian Duties and import taxes can be pricey, customers are responsible for any and all charges and taxes attached to their orders. Orders that must be shipped via UPS or FedEx will be liable for higher taxes and import fees. LPS uses the US Postal Service whenever possible which dramatically reduces the duties/taxes. All orders containing tryout keys and auto jigglers MUST be shipped via UPS (United Parcel Service) or FedEx ;it's the LAW.
LockPickShop is a New England based company. We are located in the United States in Lowell, Massachusetts about 30 miles north of Boston. All orders ship from our warehouse located in Nashua, NH. Our company does not have a physical retail store; we are solely internet based. Our proximity to Logan International Airport means we can get orders to all Northeast states delivered very quickly. Orders placed from Massachusetts, New Hampshire Connecticut and even New York City generally arrive in only one shipping day at NO extra expense to our customers when shipped via UPS
Package Markings:(back to top)
Q: Will "lockpickshop.com" be on the return address label?
A: NO. Our return labels will say "Locksmith Parts & Supplies" Customs descriptions will say "tool kit".
Occasionally we get emails asking that we leave our company name off of the return address label. Please do NOT send emails requesting that we amend or omit our return labels - it's not going to happen. Chances are if someone is making this type of request that they don't have the legal right to order the tools we carry. If this is the case please leave the website immediately; we don't want your business.
Return Policy: (back to top)
The lack of ability on an individuals part to use lock picking tools successfully does
not establish an item as defective. Lockpicks cannot be returned for this
The ONLY returns of lockpicks accepted by Lockpickshop are those those with manufacturers defects.
If an item you've puchased is defective it will be replaced by Lockpickshop or the manufacturer. A refund will not be issued. If you've broken the tools please do not try to return them. You will NOT be issued a credit or refund in these cases. Our personnel can easily tell the difference between a defective item and one that has been broken from misuse. Defective merchandise must be returned to our warehouse within 14 days of receipt of order.
How to Return Defective Merchandise:
1. You must obtain an RA# (Return Authorization number) prior to shipping back defective merchandise
2. Call our toll-free number 1.877.919.5625 between 8am - 5pm Eastern to obtain an RA#
3. Have your packing slip ready when you call as we will need to know your order number as well as the product code of the defective item in order to issue an RA#
4. Write a brief description of the defect and enclose it with the item you are returning.
5. Write the RA# on the outside of the package & return the item to Locksmith Parts & Supplies, LLC at the address on the packing slip. Please contact us if you've any questions
You may also call our toll-free number during business hours for assistance.
Buyer Responsibility:(back to top)
It is the responsibility if the BUYER, not Lockpickshop.com, to ascertain and obey all applicable local, state and federal laws pertaining to the possession and use of items ordered. Please do not send email asking if it is legal in your state, city or country to purchase locksmith tools. Our company ships to over 60 countries around the world. The laws and restrictions regarding the purchase and ownership of these tools varies from state to state, province to province,city to city and, in some cases, town to town. YOU will need to make the call to the proper authority to determine whether or not you are legally able to purchase lock picking tools. The other products on the Lockpickshop.com website are not regulated (books, cd's, dvd's, practice and cutaway locks, LAB pinning kits) so you are able to purchase any of these items without issue. Consult your local and state laws before ordering if you are in doubt. By placing an order, the buyer asserts that the products will be used in a lawful manner and that they are of legal age. Absolutely NO sales to minors! By placing an order for locksmithing tools, the buyer asserts to be a bonified member of the locksmithing industry or other qualified personnel.
United States Federal law prohibits interstate mailing of locksmithing devices unless the device is mailed to a lock manufacturer or distributor; a bona fide locksmith; a bona fide repossessor, or legally authorized recipients.
For more on the US Federal codes regarding nonmailability of locksmithing devices Click Here.
For info regarding US Federal code as it applies to nonmailability of motor vehicle master keys : Click here
Our Anti-Fraud Policy:(back to top)
Note to would be thieves: Credit card holder names and billing addresses are verified to reduce fraud. Anyone caught using a fraudulent credit card number will be prosecuted to the fullest extent of the law. In addition, it is a waste of time purchasing LPS products with a stolen credit card number since we have the ability to discern a "real" order from a fraudulent order. This is done based on the unique anti-fraud software we have installed. As soon as a charge is reported as invalid or illegal, we will report all information returned to us through the anti-fraud program to the necessary authorities. We do cooperate with the police in these matters.
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