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FAQ

FAQ


Q. Which type of payment method does locknlock-usa.com accept?

A. We accept all major creditcards; Mastercard, VISA, AMEX and Discover.

  

Q. Can I change a payment method after submitting my order?

A. No. Once you submitted your order, the payment method can not be changed.

 

Q. Is it safe to pay by credit card online?

A. Credit card number provided by you is transmitted via Secure Socket Layer (SSL). Information you submitted via SSL is encrypted by software. Also our access to your information is limited and protected against unauthorized use.

 

Q. Why my credit card was charged twice?

A. Customers may see two charges on their credit card right after they order. One charge is for authorization only which will disappear in a day or two. Our system can charge only once for an order.

 

Q. How is my personal information going to be used?

A. Information we receive from you will be used to process your order. We do not sell, rent or give your any information to anyone. For more information, please visit our privacy policy page.

 

Q. Can I check the status of my order online?

A. Yes, you are able to check the status of your order at member page. However, if you submit your order over the phone you will have to call in to obtain order information.

 

Q. Can I change a recent order?

A. . You will not be able to change your order once it is submitted. Please double check your order for accuracy before submitting.

 

Q. How long will it take for my order to arrive after it has been shipped?

A. We ship most packages via UPS Ground. It usually takes 1-7 business days. It varies depending on shipping location. West Coast shipments can take 1-5 business days, East Coast shipments can take 3-7 business days.

 

Q. What time is a deadline for shipping of expedited (UPS, Next, 2- 3 Day shipping) orders?

A. Orders placed before 2:00 PM PST are shipped the same day. *NOTE: There may be a delay on processing during the holiday seasons.

 

Q. Can I check my tracking?

A. An e-mail with the tracking number will be sent to you once the shipment processed is completed. You can also obtain the tracking number from your member page. However, if you submit your order over the phone you will have to call in to obtain tracking information.

 

Q. Will sale tax be applied to my order?

A. Sales taxes will be applied only to California residents.

 

Q. Do you have a retail store?

A. No, we do not have a retail store.

 

Q. Can I pick up an order from your location in Anaheim, CA?

A. Yes, you may pick up your order in person however we do require a pickup appointment. Upon placing your order through our website, the shipping fee will be charged, however, once the order has been picked up the shipping cost will be refunded to your account. Contact cs@locknlock-usa.com to arrange a pickup.


Q. How can I contact Lock & Lock USA?

A. For business inquiries contact by e-mail at info@locknlock-usa.com. For Customer Service inquiries contact us by email cs@locknlock-usa.com or by phone at 1-877-457-8845.


Q. Do you accept international orders?

A. No, we do not take orders from worldwide customers.


Q. Do you ship a cover to APO/FPO address?

A. No, unfortunately, we do not offer that service at this time.


Q. Do you ship a cover to Hawaii, Alaska, and Puerto Rico?

A. No, unfortunately, we do not offer that service at this time.


Q. I’ve returned my item by mail. When will I get my refund?
A. You cannot return any product(s) by mail without obtaining an RMA number from our Customer Service department. If we receive return product(s) without being contacted a non-refundable restocking fee of 20% will be charged. Refunds are only issued on orders received within the last 30 days. Once the return product(s) are received we will refund your original method of payment. The process takes 1- 3 business days in most cases.


Q. What are the product dimensions?

A. If you are interested in a product(s) without the dimensions listed please contact our Customer Service department at cs@locknlock-usa.com to obtain the dimensions.


Q. Can I have more information about the shipment process?

A. Yes, please review our Shipments & Returns section.