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Your Source for American Made Security Products

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Customer Service Frequently Asked Questions

 

SHIPPING

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.

  • You must be able to remove the merchandise from the truck with a forklift or pallet truck. If you choose this option, it is assumed the truck does not need a liftgate and most likely will not have one.
  • Anyone with a residential delivery should not choose this option as the carrier will refuse your delivery, which will cause delays and possibly extra charges that we will have to pass on to you.

 

What is Lift Gate Delivery? Unless otherwise noted, 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.

  • Please note liftgate delivery personnel are expected to finish many deliveries in a single day, they cannot spend too much time on any single delivery.

 

What is Inside Delivery?

  •  Fireking: offers several options for indoor delivery. FireKing indoor delivery fees are based on weights. Please call us or contact us for a quote.
  •  Sentry (also formerly Schwab): 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.
  • All Other Safes: Our Big Easy delivery is a White Glove delivery based on weight. We use insured and bonded delivery companies to get your safe into your building quickly and with minimal effort on your part. Our Big Easy includes For all weights under 300 lbs 

 

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.

  • The price on the site is an estimate. Although it encompasses the cost of 99% of boltdowns, there are those 1% that may require extra funds to accomplish the task. Typically you should call us to get a quote if..
    • You live in an area of the country where services are more expensive than normal.
    • You live in a rural area where the nearest locksmith is very far from your home.

 

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.

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 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 100lbs, allow 5-10 business days for delivery by freight truck. Some exceptions include....

  • Sentry, which takes take 7 to 10 business days to ship.
  • Vault Doors, which are custom made, take 30-45 days to ship.
  • Custom made products, which take 30-45 days to ship.

If you have questions about any of the above please call us.

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RETURNS

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,
it is a warranty issue and you must contact the manufacturer.

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
The first rule of thumb is to make sure you set aside time to receive your shipment. Our suggestion is to take the day off. If you have to move your appointment, be sure to give at least 24 hours notice or we will have to collect a re-delivery charge, which is usually around $100, to get your order to you.

SLIGHTLY DAMAGED SHIPMENTS
A note on delivery day and damaged shipments. If you see even the smallest damage on the packaging on delivery day, be sure to make the driver note the damage.

WHAT TO LOOK FOOR
As a rule of thumb, if the damage is a dent in packaging larger than a half inch make the driver wait while you inspect the contents (the driver may object, but they will wait if you don't take too long). Here are some other scenarios where you should request an inspection...

  1. Holes in the packaging.
  2. Spongy packaging (for example, one of the corners on box will collapse when you push on it).
  3. Rattling inside when you move the box.


Be sure to have a box cutter with you in the event you need to inspect the contents.

 

ON REJECTING SHIPMENTS
Damage to the contents of a package is very rare, but if you feel the damage is severe and you need to reject the shipment, then call us immediately. Please note, if you reject a shipment your package will be inspected by a professional. If they find your item is OK we will have to pass on a re-shipment and/or re-stocking fee. These fees can be 25% of your order or more, so simply put, be stern, be fair, but don't be hasty.

RETURNS
Why all this trouble on damaged shipments? Because things happen and we pay for insurance to cover these things, but it is very difficult to help you if you do not document any problems when the delivery arrives. Get your money's worth and make sure the safe gets to you in the condition we sent it.

TIP YOUR DELIVERY CREW!
It has been said that a person will tip for a pizza that will be consumed in an hour, but nobody seems to give a tip to the guy who is breaking their back to deliver an item that you may have for the rest of your life. If your delivery crew is courteous, punctual and does a great job, then give them a little something for the effort!


 

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.

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.

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PAYMENT

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 select the "Purchase Order" as the payment option and we will send you payment instructions.

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.

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PURCHASING ADD-ON ACCESSORIES

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.

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REPLACEMENT KEYS AND LOST COMBINATIONS

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.

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OTHER FREQUENTLY ASKED QUESTIONS

Can I change my order after I've placed it?

All our orders are sent immediately to the warehouse. If you would like to make a change or cancel your order, please contact us as soon as possible and we will try to accommodate your needs if the safe is not already in the shipping process.

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.

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ABOUT US

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.