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Frequently Asked Questions
Products
Q: Is (item) in stock?
A: If the inventory status on our website shows that an item is in stock, there is a 95% likelihood that the item is in stock. Our system does not keep a daily update from the warehouses regarding inventory status but since we pull inventory from many locations we generally have items in stock.
Q: What are the finish codes for locks?
A: You can find a listing of the finishes used on our locks, exit devices, door closers and other items on this page.
Q: What is "Keyed Alike" & "Keyed Different"?
A: Most of our locks are available Keyed Alike or Keyed Different. If two or more locks use the same key to operate, they are Keyed Alike. If two or more locks use different keys to operate, they are Keyed Different.
Q: What is "KAA", "KAB", "KAC", etc.?
A: If a lock shows the above letter sequence that means it's available keyed alike to a specific number. KAA means all the locks are keyed to the same key but different than KAB or KAC; likewise KAB is all keyed alike but different than KAA or KAC. If you want locks that use the same key, select which KA number you want (KAA, KAB or KAC) and regardless of how many you order they will all be keyed alike.
Q: What is "XJ12", "XJ23", "XJ34", or "KAXJ12", "KAXJ23", etc.?
A: If a lock shows the above letter sequence that means it's available keyed alike to a specific number. KA means Keyed Alike. XJ12 means all the locks are keyed to the same key but different than XJ23 or JX34; likewise XJ23 is all keyed alike but different than XJ12 or XJ34. If you want locks that use the same key, select which KA number you want (XJ12, XJ23, XJ34, etc.) and regardless of how many you order they will all be keyed alike.
Q: What is a backset?
A: Backset is the distance measured from the edge of a door to the center of the cross-bore in the door face where the lock will go through. Typically you can measure to the key hole of an existing lock. On doors with a bevel or radius, measure from both sides and average the distances to get an accurate reading. You can view a diagram.
Q: How do I determine handing of my door?
A: Face the door from the outside or the side which will act as the keyed side. The side the hinges or pivot of the door is on is the hand. If the door swings out, it's referred to as ‘reverse bevel'. You can view a diagram.
Q: What size of door closer do I need?
A: Some door closers are sized for specific door widths and uses. First determine if your door is an interior or exterior door. If the door opening leads to the outside, it's an exterior door, even if the door opens in. Next measure the width of your door. If your door falls between sizes, choose the next larger one. The standard closer size is 4. To find the best size for your door, view this chart.
Q: What is a keyway?
A: A keyway is the millings on a key that determine which locks it can be inserted into. Each manufacturer has their own keyway, such as Schlage, Kwikset, Arrow, Yale, Sargent, etc. Some have multiple keyways but generally one keyway will not fit into another. Our products may list keyways with letter/number codes. These are specific keyways made by certain manufacturers. If you are trying to get the same keyway that you have on other locks, look at your key as it should have a stamp on it showing the keyway. If the keyway is not important for your application, simply choose one at random.
Q: What is keying?
A: Keying is similar to keyway in that the millings on a key that determine which locks it can be inserted into. Each manufacturer has their own keyway, such as Schlage, Kwikset, Arrow, Yale, Sargent, etc. Some have multiple keyways but generally one keyway will not fit into another. Our products may list keying with letter/number codes. These are specific keyways made by certain manufacturers. If you are trying to get the same keyway that you have on other locks, look at your key as it should have a stamp on it showing the keyway. If the keying is not important for your application, simply choose one at random. Keying on our website may also include Keyed Alike and Keyed Different.
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Q: What does Less Cylinder mean?
A: Commercial locks sometimes use Interchangeable Core or Removable Core cylinders. These cylinders are shaped like a figure 8, unlike standard cylinders. Locks that accept those types of cylinders do not include the cylinders, therefore they are sold less cylinder.
Q: What does Interchangeable Core mean?
A: Commercial locks sometimes use Interchangeable Core cylinders. These cylinders are shaped like a figure 8, unlike standard cylinders. Most of our IC cylinders are sold without keys and without any pins; therefore they must be keyed to match your existing system. We do have keyed IC cylinders available from KSP and Arrow.
Q: What does Removable Core mean?
A: Commercial locks sometimes use Removable Core cylinders. Removable Core is different than Interchangeable Core because one is larger than the other. These cylinders are shaped like a figure 8, unlike standard cylinders. Most of our Removable Core cylinders are sold without keys and without any pins; therefore they must be keyed to match your existing system. We do have keyed Removable Core cylinders available from Schlage.
Q: Can I get all the locks I order with the same keys?
A: Some of our locks are available keyed alike in pairs, in sets of three or sets of four. They are purchased from the factory this way to prevent any delay in shipping to you. The product descriptions for those products list how they are available in regards to keying. We do not offer a keying service to match keyed different locks to the same key. This includes keying deadbolts to knobs or levers. This can be accomplished by any of your local locksmiths for a fairly inexpensive charge as long as the locks use the same keyway.
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Ordering
Q: I don't represent any business. Can I still buy from you?
A: Yes. We sell to individuals, small businesses, corporations and even the federal government.
Q: How do I make an order?
A: Simply find the item you want to purchase, make sure you are on the full description of the item (click the photo if you aren't sure), modify any variations if necessary (such as finish, backset or size) then click the Add To Cart button. When you are ready to check out, locate and click on the shopping cart icon with the check mark in the top right of any page, then click on Checkout Now. Follow the few simple steps and you're done.
Q: Can I just call you to place my order?
A: Our site is guaranteed 100% secure. Our phones are not. Your personal information is stored in private, secured, password-protected servers. Ordering on our website takes as little as 2 minutes. Ordering over the phone can take up to 20 minutes. We prefer if our customers place their orders on our website for security reasons. If you decide to place a phone order, please be aware that we can not guarantee that your personal information will be kept private.
Q: Can you send me a printed catalog?
A: We value this planet and hope you do too. Printing catalogs is a waste of the earth's natural resources. Since only about 20% of printed catalogs get used we do not have printed catalogs. Our online catalog contains about 75% of what we sell, with more added weekly. We do have an XLS file which contains more of the items we sell, some of which are not on this site. You may download it here
If you can't find what you need on our website, please contact us and we can get it for you.
Q: I can't find an item that I would like to order, what should I do?
A: Please keep in mind the best way to search our site is to first use the Category search (at left) or the Manufacturer search. If you don't know the Category or Manufacturer's name of the item you are looking for but have a part number, enter a portion of the number into the search box (top right) then click Go. If you enter the full part number to an item it will give you zero results (i.e.: instead of 10-345-6-A0-626-41, just type in 345 or 10345 with no spaces or dashes). Our site is optimized to find items based on manufacturer's part numbers and names but if you still can't find what you need, please call or send us an email.
Q: What forms of payment do you accept?
A: MasterCard, Visa, American Express, Discover, PayPal. To purchase using a credit card, simply click on the checkmark icon on the top right corner of any page, verify the items then click Checkout Now. On the first page, enter your shipping and billing information then click on Next. To pay using PayPal, click on the orange PayPal button, sign in to your PayPal account then follow the instructions. PayPal orders must have a verified shipping address or the transaction can not be completed.
Q: How can I view the status of my order?
A: If you registered before purchasing click on "Log In" at the top of any page. Once logged in, click on 'Order Tracking', and it will list your current and previous orders. Just click on the date you wish to view. Please note that not every order has a tracking number. If you need the tracking number and it's not listed in your account, please email us with your order number and we will get that to you as soon as possible. If you did not register and did not leave your email address you will not receive confirmation of the order, tracking numbers or any status. If you did not register you will not be able to view your order history.
Q: Do you accept purchase orders?
A: We only accept purchase orders from qualified businesses that have purchased from us before. We have very strict terms which is why most businesses opt to pay with a credit card at the time of purchase. Government purchase orders are generally not accepted. As a small business we cannot wait 45-90 days to get paid as most corporations like to do.
Q: Do you accept government purchase cards?
A: We accept Visa and MasterCard purchase cards from the government as long as you provide us with the proper billing information. The "Bill To" address must match or we cannot accept it. Please check with your accounting department to verify the billing address before placing an order.
Q: Do you have a GSA Contract?
A: We do not currently have a GSA Contract.
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Accounts
Q: Do I have to sign up for an account to buy from you?
A: We do not require our customers to register for an account to buy from us. Registration is generally best for customers that order often or for those that want to check the status of their orders. During registration you can opt in to our newsletter but it's not required. We do not store credit card information. We do not sell, rent or give any personal information about our customers to anyone.
Q: What are the benefits to signing up for an account?
A: Customers that register for an account can simply sign in prior to purchasing to have the site automatically fill in the billing and shipping information to make the checkout process quicker. You will still have to enter any credit card information since we do not store that for security reasons. Lastly, registered customers can view current and past orders placed using the account, including tracking information, invoices/receipts and order status. If you order before signing up, or don't log in prior to placing an order, your order will not be associated with your account.
Q: How do I know you aren't selling my email address?
A: We have email addresses too and, like you, we hate spam. The last thing we want our customers to deal with is more junk email. All of our customers' email addresses are stored on password-protected servers. Our newsletter system sends emails only to those that want it and since those emails are sent individually to each person, not to a bulk email database, your email address will not be seen by anyone else getting the newsletter.
Q: How secure is my information?
A: If you order through our website, your information is 100% secure. The data is stored on password-protected encrypted servers and only a small handful of people have access to that.
Q: What is your privacy policy?
A: Privacy Policy
Q: I lost my account password, what now?
A: Password Retrieval
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Shipping
Q: What are your shipping costs?
A: Shipping is free on most items shipped within the United States, excluding Alaska, Hawaii, APO, FPO & Puerto Rico. If the item you are purchasing has a Free Shipping icon below it, there will be no charge for standard shipping unless you choose otherwise. Those without the Free Shipping icon will be charged shipping based on the total cost of all items in your cart. Shipping cost can be found by adding the item(s) to your cart then entering your Zip Code in the appropriate box. The shipping methods available to you will be listed after you click on the Calculate Shipping button.
Q: How long will it take for me to receive my order?
A: If we receive your order by 3:30PM Eastern, Monday through Friday (excluding Holidays) it will ship the same day. Delivery time will vary depending upon your location and method of shipping chosen. We are set up with UPS to provide delivery to 90% of the USA in 2 business days when using UPS Ground (excluding HI, AK & PR).
Q: Do you ship outside of the United States?
A: We currently only accept orders from the Continental United States, Alaska, Hawaii, Puerto Rico, APO and FPO (extra charges may apply to AK, HI, PR, APO and FPO as well as an extended shipping time).
Q: I need this tomorrow. Can you ship it Next Day?
A: If you finalize your order before 3:30PM Eastern Time during regular business days and select the Next Day shipping option during checkout we will ship it UPS Next Day. If you are ordering after 2PM Eastern, we recommend that you contact us so we are aware of your need.
Q: I need this on Saturday. Can you ship Saturday delivery?
A: We do not ship using Saturday delivery. No exceptions.
Q: Can you ship my order using my UPS / FedEx / DHL account?
A: We are not permitted to use third party shipping accounts as per our agreement with our suppliers.
Q: Where will my order be shipped from?
A: We have access to 9 warehouses within the United States. Generally your order will be shipped from the warehouse nearest to your 'ship to' location. If that warehouse is out of stock on products you ordered, we will ship from the next nearest warehouse. If your order requires us to use another supplier, it will be shipped from that supplier's warehouse.
Q: Where are the warehouses located?
A: - Ontario, California
- Louisville, Kentucky
- Jacksonville, Florida
- Charlotte, North Carolina
- Brentwood, New York
- Boston, Massachusetts
- Las Vegas, Nevada
- Pompano Beach,Florida
- Buffalo Grove, Illinois
Q: Can I pick up my order instead of having it shipped?
A: If you are near a warehouse that has your items in stock and would like to pick them up, please call us so we can arrange for customer pickup.
Q: How much is shipping and installation of your large safes?
A: We do not provide installation of safes. Delivery of safes is included in the price for any given safe. Delivery includes truck shipment to your door or dock but the driver is limited to unloading it only. You will need to make arrangements with someone in your area to move the safe to the installation area and install it for you.
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Returns
Q: What is your return policy?
A: View our returns policy.
Q: My order arrived damaged, what do I do?
A: If the package arrives damaged, file a damage report with the carrier, generally UPS before you open it. Contact UPS at 1-800-PICK-UPS to request information on how to file a report. If your order arrived via another carrier, contact them. After you file the report, call or email us. If any of the items in your order were damaged we will take steps to get replacements.
Q: How do I return something I ordered?
A: Returns are subject to a 25% restocking fee. Please be certain that what you are ordering is what you need before completing the checkout process. If the item in question was shipped incorrectly, please contact us so we can remedy the issue. More Information.
Q: How can I return an electronic item, a key machine or software?
A: Electronics such as keypads, card readers, electric strikes, magnetic locks, etc can only be returned if the manufacturer authorizes us to do so. If the item in question isn't working we will need to get authorization from the manufacturer for a warranty repair. If you simply don't want the item, unfortunately we cannot accept it as a return. More Information.
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Miscellaneous
Q: I lost my padlock key (or code). Can you get me a new one if I give you the number?
A: We do not provide replacement keys or codes to any lock. Contact a locksmith or get a replacement lock.
Q: Do you make (item)?
A: J&M Lock is a distributor for leading manufacturers of security products. We do not manufacturer any product. If you have specific questions about an item you purchased elsewhere please contact the manufacturer or the company you bought it from. Unfortunately we do not have the manpower to help with technical support for items purchased elsewhere.
Q: I have this (item) that's not working. How do I fix it?
A: J&M Lock is a distributor for leading manufacturers of security products. We only provide technical support to our customers on items purchased from us. If you have a product that's not functioning, contact the manufacturer or the company you purchased it from.
Q: Do you know anyone in my area that can service or install this (item)?
A: We are a small business located in Southwestern Montana. We have no affiliation with any other company in any other state, nor do we have contacts that we can recommend for any installation or service in other areas. To find a qualified locksmith in your area, call 1-800-925-5000 extension 7243 (Karl Hart at US Lock). Give Karl your zip code and he can help you find someone that will help you locally. If he's unavailable, press zero for the operator and they can assist you.
Q: How much do you charge to install an item I buy from you?
A: We do not install the products we sell nor do we have contractors that install for us. You will need to find a qualified locksmith or security technician in your area if you need assistance with installation.
Q: I lost the installation instructions. How do I install this?
A: Click on LINKS at the top of this page and find the manufacturer of the item in question. Locate their technical support contact phone number and call them. If no number is available, locate a help page or FAQ page on their website. Unfortunately we do not have installation diagrams or instructions for every product we sell. If you can't find what you need from the manufacturer, send us an email and request one. Include the product part number and if we have it, we'll reply with an Adobe PDF file that should help.
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