In an effort to better serve our customers, below please find a series of the questions we most frequently are asked.  If you do not find the answer to your specific question please feel free to call our Customer Service Team or use the on-line question submission form at the bottom of this page.

Do you provide special quotes and/or offer discounted pricing on large orders?

Yes.  You can request a quote on our Quote Request page.

Is there a minimum order?

For most orders - no.  There is no minimum order for combination padlocks, built-in locks, keys or control charts.  There is a $50.00 minimum on all other orders. 

How much is shipping and handling?

Shipping charges vary depending on lock model and quantity being shipped – for many large orders shipping is free.  You may refer to the shipping information supplied with each specific product on our Built-In Products, Padlock Products and Other Products pages.  When free shipping does not apply, shipping will be charged as the actual cost from our preferred shippers (e.g., FedEx Ground) dependant on location and shipment weight.  In these cases, a minimum shipping charge of $7.50 and maximum shipping charge of $25.00 will be used.

How long after I order can I expect to receive my locks?    

Typically, locks are received with 14-21 days of order.  During peak order months (June – September) this delivery time can be longer.

What happens if I received the incorrect locks or if the locks I received were damage or defective locks?  Can I return these locks?

 In most cases, yes, however no merchandise may be returned for any reason without a return authorization from Master Lock.  Please contact NESLCO to obtain both a return authorization and merchandise return instructions.

What if I ordered locks but received no control chart or no keys?

For security reasons, charts and keys are frequently shipped separately from the locks themselves. If you have not received the appropriate charts or keys within five business days of the receipt of your locks please contact NESLCO.  

Can I order replacement keys?

Replacement keys can be ordered – please see our Other Products page for more information.  When ordered without locks keys are $2.50 each and shipping is $5.00.  For security reasons, orders must be placed in writing on an official letterhead with an authorized signature.  Please allow approximately fourteen business days for delivery.  Key orders will be invoiced prior to delivery.

What if I have locks but do not know the combinations?

The combinations for these locks will be specified on the control chart provided with the locks.

What if I don’t have a complete control chart - can I order a replacement control chart for my combination locks?

Yes, requests for replacement combination chart booklets must be made in writing on an official letterhead with the signature of a representative authorized to receive the replacement combinations.  A specific list of serial numbers or the starting and ending range of numbers must be included.   The serial number is located on the back of each lock.  Please specify whether you would like your combinations mailed or emailed. Your combination request can be faxed, emailed or mailed to NESLCO.  Please allow approximately fourteen business days for the processing of your request.  NESLCO will process this request at no charge to existing NESLCO customers.

Will my existing keys work in my new locks?

Yes.  If you request that your new locks are to be keyed to an existing key system.  You can indicate the existing key system to which your new locks are to be keyed on your order. 

What does “key system” mean?  How do I know what system(s) I have?

A key system is the designation from Master Lock that allows for a single common key to open a series of individual locks – one key opens all the locks of a specific system. The key system number is stamped on the key(s) you currently have in use – they are typically designated with a letter followed by two or three numbers and commonly begin with “V” or “F” (e.g., “V123” or “F123”).

Can I order new locks keyed to a different system?

Yes. If a new key system is required (one specifically different from any now in use) simply state on your order "Furnish New Key System" and we will see that your new locks do not match any existing key system registered in your use.

Can I get instructions on installing locks?

Yes.  Click here to print or view Master Lock's installation instructions for built-in locker locks.

Can I get instructions on changing lock combinations?

Yes.  Click here to print or view Master Lock's instructions on how to change the combinations on your built-in locker locks.

Are my locks covered by a warranty?

Yes.  Locker locks are warranted to be free from manufacturing defects for five years from the date of purchase.  If a mechanical defect occurs within the five year period, Master Lock will replace the lock free of charge.  The warranty does not cover locks that have been abused or damaged. Call NESLCO for product return forms and instructions.