Customer Service Frequently Asked Questions
What is Dock to Dock Delivery? This is when a truck backs up to your business' loading dock and pushes the safe from the truck onto the dock.
What is Lift Gate Delivery? A truck will bring your safe that has a special tail gate to lower your safe to the ground. If you need your safe lowered to the ground, please select that option when you enter the shopping cart.
Need Inside delivery?
FireKing: FireKing offers several options for indoor delivery. FireKing indoor delivery fees are based on weights. Please call for a quote 1 (877) 442-9964.
Sentry and Schwab Indoor Delivery: Sentry offers indoor placement, where the cartoned product is placed just inside your door. Sentry also offers White Glove Delivery. White Glove delivery includes having the product brought in and placed where you want and then the packaging is taken away. The delivery people will not help set up the safe. There are limitations...there can only be 2 flights of stairs, and the flights cannot be more than 10 steps. If there is anything unusual about your situation such as delicate flooring, steepness of stairs, narrowness of stairway, difficult entry into the building, the freight company may request additional help at an additional cost to you. If you think your situation might require an extra person, please call us so we can clarify.
Small Safes: Small safes under 80 pounds ship UPS.Where do you ship to? We only sell to the 48 continental United States. Our free shipping policy applies to anywhere within the 48 continental Untied States. Because of the size and weight of the products, we cannot ship to: 1) PO Box addresses 2) APO/FPO addresses 3) Alaska or 4) Hawaii
What is Your Delivery Time
We have warehouses throughout the United States. We send your order immediately to the warehouse nearest you. On products under 100lbs, warehouses ship the same day of your order or if it is a weekend, the next business day. They ship UPS ground which takes 3-5 business days. Sentry, is the only exception. They take 7 to 10 business days to ship. On orders over 100lbs, allow 7-14 days for delivery by freight truck. If you have questions about any of the above please email us.
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.
Within the first 7 days of receipt of the product, if you refuse your shipment because it was damaged or determine it was damaged after opening the box, we will issue a full credit or replacement safe.
Please shop carefully, returns are not permitted if the merchandise is not defective.
If you cancel your order before it ships, there is a $25 cancellation fee to cover our credit card processing cost.
We must be informed of all returns. Please e-mail customer service or call 1 (877) 442-9964 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:
What credit cards do you accept?
We currently accept credit card payments from Visa, Mastercard, American Express, and Discover.
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. Every transaction you make with us is 100% safe and you pay nothing if unauthorized charges are made to your credit card.
What are our payment options?
You may order online or by phone using Visa, Mastercard, American Express, or Discover. You may also pay by mailing a check with a Purchase Order. To create a purchase order, complete all the information on the shopping cart checkout pages and then print the order page instead of submitting it
Mail the printed order form along with your check or money order to:
Can your company issue a purchase order with payment terms?
Purchase orders are accepted 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 contact us for more information customer service.
Can I purchase accessories (shelves, trays, drawers, etc.) for my Sentry safe?
If you want additional parts at the time you order, please call and we will add to your order.
It is Sentry's policy that after the original purches, the customer must purchase parts directly from Sentry. Please call Sentry directly at 1-800-828-1438 or write to: Sentry Group Attn: Customer Service 900 Linden Avenue Rochester, NY 14625
For all other manufacturers, please contact us at customer service
Where can I purchase replacement keys or get forgotten combinations for my safe?
The industry takes security issues seriously! For that reason, only the manufacturers themselves can send replacement keys or forgotten combinations.
When you call them have ready your model number and serial number.
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 New York state and it will be automatically added during the shopping cart checkout process. Please note that New York law requires us to charge sales tax on both the merchandise and shipping charges. If you are ordering from another state, no sales tax will be charged.
FireSafeStore.com is owned and operated by Spann Enterprises. We are an authorized distributor of Sentry, FireKing, Cannon, Gardall, American Security, PermaVault, FireFyter, V-line Safes.
Our contact information is:
Toll Free: 1 (877) 442-9964
Note: Please do not return merchandise to the above address. Click here to read replacement information.