Service & Support

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Stand as though you were outside the room. If the hinges are on the left-hand side, you need a left-handed door set. If the hinges are on the right, you will need a right-handed door set. 

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Usually, if the deadbolt doesn't work there is a problem with the tailpiece. When installing, make sure the tailpiece is horizontal when inserting it into the retracted bolt. Additionally, the dimple on the thumb turn shaft must point down.

If these fixes do not resolve your problem, please contact our support team. You will need to include photos of your installation.

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I have an Idea for Consideration.

Master Lock is an innovative company that actively works to develop products and creative ideas pertaining to its products, technologies, marketing materials and other aspects of its business. IT IS MASTER LOCK’S POLICY THAT YOU DO NOT SUBMIT IDEAS, SUGGESTIONS, PROPOSALS OR MATERIALS IN ANY FORM (VERBAL, EMAIL, LETTER, ETC) UNTIL YOU HAVE READ MASTER LOCK’S POLICY FOR UNSOLICITED IDEAS AND EXECUTED THE SUBMISSION AGREEMENT.

This policy is not intended to act as a barrier to receiving and responding to feedback from our valued customers. The sole purpose of this policy is to avoid potential misunderstandings or disputes when the Company’s products, services, marketing or other projects might seem similar to any Submissions made to the Company.

Terms Governing Submissions

If you wish to submit your idea, suggestion, proposal or materials to the Company, the following terms shall apply to your Submission, regardless of what your communication states. You agree that:

1. The Company will consider the Submissions to be non-confidential and non-proprietary.
2. The Company may use, copy, redistribute and disclose the Submissions for any purpose in any manner, without compensation to you or any other person or party.
3. The Company shall have no obligations concerning the Submissions, including no obligation to review the Submissions, return any materials, or acknowledge receipt of the Submissions.
4. You agree to Master Lock’s Unsolicited Idea Policy and execute the accompanying agreement.

If you do not agree to these terms, please do not send any Submission to Master Lock.

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We offer a limited lifetime warranty on combination locker locks. If the product fails because of material defect or workmanship, we will replace it free of charge.

To start the warranty process, please contact Customer Care.

Contact us
US: 1-800-464-2088 
Canada: 1-800-227-9599

You will need to provide: 

1. Lock model number. 
2. Lock serial number. 
3. Complete name and address of the facility.
4. Lock key number (if applicable). 
5. What the lock is used for and how it failed.

Note:

This warranty gives you specific legal rights and you may have other rights. These rights may vary from state to state, province to province, or country to country.

Master Lock is not liable for incidental or consequential damages. This warranty does not cover products which have been abused, altered, damaged, misused, cut, or worn. Products over 10 years old are subject to evaluation prior to warranty coverage.

To the extent permitted by law, MASTER LOCK COMPANY disclaims all other implied or express warranties including warranties of merchantability and/or fitness for a particular use. Some governments do not allow the exclusion or limitation of incidental or consequential damages, so the above limitation or exclusion may not apply to you.

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Visit buildyourlock.com to get started. Our tool helps you select a padlock and then tailor it to the needs of your specific application. It includes options for special keying, engraving/special marking, shackle lengths – and many, many others. When completed, we’ll help you find a distributor who can give you an accurate price quote and follow up on your order.

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Under the video that you would like to download, right click on the “Download Video” link and choose “Save Link As”. From there, you can save the video to your computer.

For further instructions, view our “How to Download Master Lock Videos” guide.

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It is possible to order our standard black dial combination padlock (model # 1500) to match an existing combination lock. Take your lock to a hardware store (Ace, True Value, Home Depot, Lowe's, HWI, Do-It-Best) or locksmith that already sells Master Lock products. Ask them to special order the product with the same serial number that is on your existing combination lock. They may charge you extra for this service.

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Please see our installation guides for step-by-step instructions.

1600 Series Installation Instructions

1700 Series Installation Instructions

Please contact our Customer Care Team if you have more questions.

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Master Lock sold off an older division of door hardware products in 1997. While we are still honoring the warranty for these products, please note that we don?t have any replacement parts for door hardware made before 1997.

Please call 1-800-308-9244 for more information or view our current offerings.

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Top Tips for Protecting Your Home While on Vacation
While the warmer months are the most popular time for travel, they’re also the most popular for home burglaries. According to the Bureau of Justice Statistics, 65.8 percent of burglaries are residential and occur in 8 to 12 minutes. Burglars also search for homes that are unoccupied. Since nothing ruins a vacation more than worrying, make sure you’ve taken sufficient measures to deter burglars and thieves from entering your home.

• Never indicate that you’re away from home on your answering machine message. Turn down your telephone ringer volume. Unanswered telephone calls can alert burglars to an empty home.
• Show activity in your home while you’re away. Keep a car in the driveway, and keep interior and exterior lights on a timer. Consider a randomized version to turn your lights on and off at various intervals so they don’t all come on at once or always on the same schedule).
• Eliminate easy entry points by keeping entry doors, windows and the garage door closed and locked while away. To secure sliding doors, invest in a door security bar that prevents unauthorized entry, such as those made by Master Lock.
• Suspend newspaper and other deliveries while you’re out of town. Also, visit www.usps.com to hold your mail service.
• If you’re worried that people who may have access to your house keys -- contractors, babysitters, former roommates -- might try to enter while you’re away, a new product called NightWatch can help secure your home. With an ingenious locking mechanism, this deadbolt prevents anyone from opening a door from the outside, even with a key. Install them on all doors except one while you’re away, to prevent unauthorized keyed entry.
• Most people hide their valuables in one of three places -- a dresser drawer, the bedroom closet, or the freezer. Thieves know this, so it’s better to invest in a proper home safe to protect jewelry, firearms, cash and other valuables.
• Given the rise in identity theft, consider installing password protection software on your home computer to deter tech-savvy thieves. For example, Master Lock Vault is a combination website-mobile application that keeps all your usernames and passwords safe and secure, free of charge. You can find out more at www.masterlockvault.com.
• Give your lawn one last trim, or ask a neighbor to do it for you while you’re gone. An unkempt lawn can encourage thieves.
• Lastly, good neighborly relations are a great deterrent to crime. Offer to keep an eye on your neighbor’s property while they’re away and they’ll likely do the same for you.

Once you’ve secured your homefront you can rest easier on your vacation.

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No. Without the key number, there is no way for Master Lock to know which key will open your lock. There is not a master key that will open all Master Lock products.

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Please forward a detailed note to our E-Commerce Team.

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View instructions on how to retrieve your Backup Master Code for the 1500eDBX dialSpeed electronic combination lock.

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If you recorded the key number, you may be able to get replacement keys from a hardware store or locksmith. If you didn't record the number, contact a locksmith to remove your lock.

Please note there will likely be a fee for this service.

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View instructions on how to add, change or delete a code on your 1500eDBX dialSpeed electronic combination lock.

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Please see our instruction guide for step-by-step instructions. If you have more questions, please watch this instructional video or contact our Customer Care Team.

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View instructions on how to install 265DCCSEN door bar.

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View instructions on how to use the Universal Mounting Bracket for U-locks and cable locks.

View instructions on how for using the Mounting Bracket for U-locks.

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American Defender’s upright design enables you to directly fire the unit. Point the nozzle at the attacker’s face and press the actuator button. A heavy burst of powerful protection will spray from the range of 8-12 feet. Effects are immediate and include: temporary blindness, tearing of the eyes, coughing, gagging, possible vomiting, shortness of breath, confusion and disorientation. These effects last approximately 10 to 15 minutes providing the victim enough time to get away and get help!

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View instructions on how to use the battery jump slot on your 1500eDBX dialSpeed electronic combination lock.

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To access the mounting screws:

1. Insert the included tool into the hole in the rosette and press the pin at the base of the knob.
2. Pull the knob off.
3. Remove the rosette by unsnapping from the mounting plate. You can pull the tab or carefully pry.

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Check with a local locksmith to see if they can duplicate a replacement key. Sometimes, replacement keys are not available for every model of lock. If this is the case, you may need to purchase a new lock.

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View the Career Opportunities section of our web site.

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Registering your safe is important and will help us provide you with excellent customer care in the event you have any questions about your safe.

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The phone number for warranty claims on door hardware produced prior to 2004 is 1-800-308-9244.

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We do not supply replacement keys directly to customers. Instead, you may try another hardware store in your area or contacting a locksmith to see if they can produce a replacement key.

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The number of Government NSNs that pertained to American Lock solid body padlocks have been placed on the Federal Procurement List and are available directly from LC Industries. Contact Master Lock Customer Service for clarification on any NSN. NSNs on the FPL are available directly through LC Industries located in Raleigh NC. LC Industries can be contacted at: https://www.lcindustries.com/contact-us/.

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View instructions on how to change the battery on your 1500eDBX dialSpeed electronic combination lock.