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Before contacting us, please read down the list of common questions:

LOCK QUESTIONS

I lost my combination or key to my padlock.
MasterLock padlocks – CLICK HERE
ABUS products – CLICK HERE

I have questions on whether a particular lock will fit.
On each lock page, if you click on the picture, it will open a larger picture with measurements of the clearances available. Please use this guide to determine whether a particular lock will work for your situation. If you still need assistance, please email us the specifics (using the form below), especially dimensions, so we can research it before we get back to you. We can offer our best guess on what will fit your situation, however, we cannot guarantee fit. Please see the ‘returns’ section below.

Can you match my existing key number?
In most cases, if you enter a valid key number in the ‘Previous key number to match’ field, we can match it for you. Matching a key number may add additional shipping times. Also, we can only match keyed-alike or master-keyed numbers. If you originally ordered keyed-different locks, we cannot match them in the future. If you are trying to match a keyed-alike or master-keyed number, you must choose the appropriate keying option when ordering. If you enter an invalid key number or choose an incorrect keying option, we will attempt to contact you via email to resolve this issue. If we cannot get in touch with you via email or phone within a reasonable time frame, your order will be cancelled.

What is the difference between keyed-different, keyed-alike, and master-keyed?
Please CLICK HERE for an explanation of the differences.

SHIPPING/ RETURN QUESTIONS

What are your shipping times?
Although we do keep some items in stock in our warehouse, the majority is shipped directly from the manufacturers warehouse.

    For ABUS brand products, most in stock items will ship within 4 to 5 days from date of order. Custom orders will require additional time. Call for details. Requesting overnight shipping or 2nd day shipping does not necessarily mean that you will receive the product in that time frame. When the product is ready to ship, we will have it shipped by your chosen shipping method. You will be notified by email or phone if an item is backordered beyond one week from order date.

    For MASTERLOCK brand products, In stock items will ship within 3 to 5 business days from the date of order. All other items will ship within 10-15 business days. Items can only be shipped FedEx Ground. Overnight shipping is available upon request, but the processing/production lead time still applies. You will be notified by email or phone if an item is backordered beyond the standard lead time.

    Canadian Orders: Add approximately 2 weeks to the above guidelines. Taxes and duties are the responsibility of the consumer.

    Other International orders: You will be emailed EFT information for a bank transfer. Credit cards are only accepted from the US and Canada. Taxes and duties are the responsibility of the consumer.

Other Shipping Information:
Your order will be shipped via UPS or FedEx. Orders CANNOT be shipped to a PO Box. Please provide accurate street address, along with city, state, and zip code.

What is your return policy?
For returns or replacements, please see our Returns and RMA Page.

LARGE ORDER QUESTIONS

COMPANIES:
Need a quote for larger quantities or have questions about key options or custom keying?
Email us at or call us at (603) 889-9887.

For other questions not addressed here, please email us using the form below or call us at (603) 889-9887.

Our business hours are 9 a.m. to 5 p.m. Monday thru Friday, EST. We try to respond to all contacts within 24 hours during business hours.

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1st-in-Padlocks.com LLC
Section E-1, 3rd Floor
100 Factory Street
Nashua, NH 03060
Phone: (603) 889-9887
Fax: (603) 889-9000


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