Customer Service Frequently Asked Questions
Give us good information! -In order to ensure your order goes smoothly we need good information. Please note an undeliverable order is considered a cancellation where all cancellation charges apply. In order to keep this from happening, it is sometimes necessary to talk on the phone and/or communicate via email. Please be sure to enter phone numbers and email addresses where you can be reached. All of our shipping policies assume you give us good contact information. If we cannot reach you or the order cannot be delivered for any reason, at best the schedule will slip, but it is also possible you may incur storage, redirect and/or order cancellation charges.
What is a delivery window? - For large safes (greater than 150 lbs) in order to keep costs down the driver is given multiple deliveries during the day which must be done in order. In order to facilitate this, the dispatch will estimate the time of your delivery in a 'window' of time. Usually this window is 4-6 hours (i.e. AM or PM windows), but for some locations, the window may be all day. If you think you will need a different arrangment, call or contact us to discuss other possibilities.
What if I'm not Going to be Home? Just let us know and we will delay your shipment to match your schedule as best as is possible. Please note some shipment types do not respond well to out of office/home situations, so if you are going to be absent in the near future for any length of time, call us so we can get your item to you in the best way possible.
What is Lift Gate Delivery?For large safes our free delivery is typically a liftgate delivery. A truck will bring your safe that has a special tail gate to lower your safe to the ground where your driveway and or building meets the curb. If you need your safe lowered to the ground, please select that option when you enter the shopping cart.
What is Dock to Dock Delivery? In some areas a liftgate deliveries are not possible, so a dock-to-dock delivery is another option. This is when a truck backs up to your business' loading dock and pushes the item to the door. Once at the door, it is your companies responsibility to remove the item from the truck.
What is Terminal Pickup Delivery?In areas where the dock-to-dock and/or liftgate are not available you can pick up your item at the terminal. This may also be the best option for busy folks as the item can be picked up by appointment.
What is Big Easy (Inside) Delivery?
The Big Easy delivery is a delivery option where we deliver your safe inside your home, unpack it and remove debris. The rules on the inside delivery vary slightly by company....
The price on our site for Inside Delivery is an estimate that for the vast majority of deliveries works just fine, but you should call us to get a quote if...
Please note, white glove deliveries do not include...
What is a Locksmith Boltdown? You've probably heard the term "they stole everything that wasn't bolted to the floor". Simply put, to keep your merchandise from disappearing during a burglary, we will send a professional locksmith to bolt it to the floor.
Small Safes: Small safes under 150 pounds ship small package carrier (i.e. FEDEX, UPS, USPS, DHL etc). If you have a preference, call us and we'll do our best to support your shipping needs. Please note on small package shipments.
Where do you ship to? Our free shipping policy applies to anywhere within the 48 continental Untied States. We can ship anywhere in the world. If that is what you need, then call or contact us for a quote.
What is Your Delivery Time
We have warehouses throughout the United States. Depending on availability, we send your order immediately to the warehouse nearest you. On products under 150lbs, warehouses typically ship the same day of your order or if it is a weekend, the next business day. Small carriers takes 3-5 business days. On orders over 150lbs, allow 5-10 business days for shipment by freight truck. Some exceptions include....
Are the exceptions to your shipping policy? Our shipping policy covers 99% of orders, but there are some exceptions. Examples of orders that may cause exceptions include...
There is no obligation to a submitted order until it ships, but if you aren't sure whether your delivery is special, call or contact us so we can help you.
What is our return policy?
If the merchandise is defective or damaged, you must contact us within seven days of your receipt of your product. If you determine your product is defective or damaged later than seven days of receipt of product,
Within the first 7 days of receipt of the product, If you believe the product is defective, we will ask the manufacturer to speak to you. If the manufacturer determines the product is defective, then we will arrange for a full credit or replacement upon return of the product.
No returns will be considered after 30 days.
Please shop carefully, returns are not permitted if the merchandise is not defective. Feel free to call or contact us if you are not certain of something.
On delivery day for Larger Packages (for example Liftgate and White Glove deliveries):
KEEP YOUR APPOINTMENT
SLIGHTLY DAMAGED SHIPMENTS
Be sure to have a box cutter with you in the event you need to inspect the contents.
ON REJECTING SHIPMENTS
TIP YOUR DELIVERY CREW!
Cancelling an Order
CANCELLING BEFORE SETTLEMENT: If you cancel your order before credit settlement (settlement typically occurs around 5pm CST of the day you created the order), no harm no foul, you will get a full refund.
CANCELLING AFTER SETTLEMENT, BUT BEFORE BIG EASY SHIPMENT: Big Easy (inside delivery) shipments take more planning than most shipments. The initial planning session, where you provide information so we can give you an educated estimate, has no obligation, but if you cancel after we planned your shipment, but before shipment, the fee is 8% of the order to cover our planning, cancellation and credit card processing costs.
CANCELLING AFTER SETTLEMENT, BUT BEFORE SHIPMENT: If you cancel after settlement and before your order ships, there is a $25 cancellation fee or 4% of your order, whichever is higher to cover our credit card processing cost.
CANCELLING AFTER SHIPMENT: We understand cancelling an order is sometimes necessary, but it is very expensive, so we do not recommend it. If you cancel after shipment we will have to pass any shipping costs and restocking fees to you. Restocking fees vary from warehouse to warehouse, but typically they are 25% of the order cost.
CANCELLING LOCKSMITH LOCKDOWNS: Before planning the cost is 4% of the boltdown price to cover credit card processing costs. After planning the boltdown the cost is 50% of the boltdown price to cover credit card processing and planning costs.
REDIRECTED SHIPMENTS: Redirects are changes in the shipping address after an item has shipped. Shippers require extra charges to redirect a shipment (the amount required to redirect can vary wildly, but the charges can be as high as several hundred dollars). If we use the information you gave us and a redirect occurs for any reason, we must pass these charges on to you. Refusal to pay redirect charges is consered an order cancellation and all charges apply.
REFUSAL OF SIGNATURE: Sometimes signatures are required to proceed with an order. Some examples where signatures are required include...
We can accept signatures via email and/or fax. If you refuse or neglect to give a timely signature when required (i.e. within one business day), it is considered an order cancellation and all charges apply.
We must be informed of all returns. Please use the contact form or call us to inform us of your return. We will issue a Return Authorization Number and give you the address where you can return the product. No returns will be accepted without a Return Authorization Number.
Who do I contact for warranty related issues?
Please contact the manufacturer for all warranty related issues. You can find their phone numbers here.
What credit cards do you accept?
We currently accept credit card payments from Visa, Mastercard, American Express, and Discover. Call or contact us if you would like to use a different card.
Is it safe to order online with a credit card?
All transactions at this site are conducted over a secure encrypted connection. This means that all personal data is encrypted before it is sent between your computer and our server. We strive to ensure every transaction you make with us is 100% safe. We work with various companies to achieve Payment Card Industry Data Security Standard (PCI-DSS) compliance to make this happen.
What are our payment options?
Can your company issue a purchase order with payment terms?
Purchase orders are considered on a case-by-case basis, including acceptance from schools, churches and government agencies with 30 day payment terms. We will consider accepting a Purchase Order from established companies with an agreement that 50% of the charges will be paid at the time of order, and the other 50% paid when the product is delivered. Please use the contact form or call us for more info.
Can I purchase accessories (shelves, trays, drawers, etc.) for my safe?
Most accessories are available on the site. If you cannot find the accessory you are looking for, let us know and we will be happy to add them to your order.
How do I get an add-on for my Sentry Safe?
It is Sentry's policy that after the original purches, the customer must purchase parts directly from Sentry. Please call or mail Sentry directly.
For all other manufacturers, please use the contact form or call us.
We do offer a lost or extra key service for most safe companies, call us or contact us if you have more questions.
Replacement keys and lost combinations are typically handled by the manufacturer. You can get contact info for the manufactureres here.
For security reasons, in all instances, you must prove you own the safe in question to get a key or combination. Have your model and serial number ready before calling for a lost/extra key or combination.
Can I change my order after I've placed it?
Will I be charged sales tax?
We are required to charge sales tax to any delivery in Louisiana state and it will be automatically added during the shopping cart checkout process. If you are ordering from another state, no sales tax will be charged.
Where do I return my item?
Note: Please do not return merchandise to any address on this site without contacting us and/or without a Return Authorization Number. Without a return authorization number your shipment will be rejected.
The Safe Stores is wholly owned by Aentropy LLC. Aentropy LLC is an authorized distributor of Sentry, FireKing, Liberty, American Security, PermaVault, V-line, GunVault, Mesa and other safes. If you would like us to carry your products on our sites, feel free to contact us or call us.
You can contact us using the contact info at the top and bottom of most pages in this site.