Service & Support

A:

To set your own combination:

1. The combination is pre-set at the factory to 0-0-0.
2. While holding down the Cable Trigger Button, push down the Cable Head until you hear a "click".
3. Rotate dials to your desired combination.
4. Pull out Cable Head while holding down the Cable Trigger Button. Your personal combination is now set.

    Note: Cable should be fully retracted for Step 1.

A:

Master Lock does not provide keys directly to consumers; however, you may take one of your keys to a local hardware store, home center or locksmith where they can cut duplicate keys. Please note that not every store will have the appropriate key blanks available. Please call ahead.

A:

All Master Lock padlocks are warranted to be free from mechanical defects for the life of the product. If a mechanical defect occurs, we will replace it free of charge. See Master Lock product warranty.

A:

Master Lock combination locker locks have a limited lifetime warranty. If a product fails due to a defect in material or workmanship at any time during the life of the product, we will replace it free of charge. This warranty gives you specific legal rights, and you may also have other rights, which may vary, from state to state, province to province, 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 will be evaluated and inspected for abuse, alteration, damage, misuse, and wear 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.

Contact our sales assistant at +33 1 77 69 02 42 for further information or to initiate a warranty replacement. You will need to provide the lock model number, serial number, lock combination (if applicable), lock key number (if applicable), how the lock is being used and a description of failure. We may request samples for analysis if deemed necessary.

A:

The instruction sheet is located inside the packaging, in a drawer behind the plastic card. Use a pair of scissors to cut through the packaging and access the leaflet. The preset combination code is located on the upper right side of the instruction sheet.

To set your own combination:

1. You can set your combination to any pattern of any length. For extra security, it is best to create a longer combination
2. using several of the up, down, left and right positions. FOLLOW INSTRUCTIONS EXACTLY!
3. Dial the combination to open the lock. Keep the lock open.
4. On the back of the lock, use a pointed object to slide the reset lever into the "up" position (toward the "R").
5. SQUEEZE THE SHACKLE FIRMLY TWICE TO CLOSE THE LOCK AND "CLEAR" IT.
6. Pull up the shackle to open the lock.
7. Enter your new combination. Write your new code down in a safe place.
8. SLIDE THE RESET LEVER DOWN.
9. Insert the shackle into the lock and squeeze firmly.
10. Your lock will now open with the new combination.

To reset the combination again, repeat steps 1 - 8.
Remember to squeeze the shackle firmly toward the lock twice and release to "clear" the lock each time before opening it.

A:

Depending on the Master Lock safe model you select, it will provide a varying level of security for its contents. Master Lock fire and water resistant Security Digital Combination Safe or Alarm Safe provide protection and security from theft, fire and flood. Master Lock Keyed or Digital Combination Safes as well as Compact Safes provide theft protection.

However, no safe is theft-proof. With the right tools, skill and time, any safe can be opened. For greater security and additional protection against theft:

- Always keep your safe closed and locked when not in use.
- Do not share your code/combination, or keep them near the safe.
- Do not tell anyone where the safe is located (except the fire department in the event of a fire).
- Do not put the empty safe carton out with your trash. Cut it into pieces and discard.
- Place your safe with the hinge away from the wall and the door opening next to the wall. This makes it harder to pry the door open.
- If possible, conceal your safe.
- You may bolt your safe to the floor or wall, depending on the model you've selected.

A:

Straps / bungees should be rejected if they show any sign of damage. 
The following criteria are considered to be signs of damage :
- If there is any accidental contact with chemical products.
- For web lashings and cords: tears, cuts, nicks and breaks in load bearing resulting from exposure to heat.
- For end fittings and tensioning devices: deformations, splits, pronounced signs of wear, signs of corrosion.

A:

All Master Lock padlocks are warranted to be free from mechanical defects for the life of the product. If a mechanical defect occurs, we will replace it free of charge. See Master Lock product warranty.

A:

All Master Lock padlocks are warranted to be free from mechanical defects for the life of the product. If a mechanical defect occurs, we will replace it free of charge. See Master Lock product warranty.

A:

Master Lock does not provide keys directly to consumers; however, you may take one of your keys to a local hardware store, home center or locksmith where they can cut duplicate keys. Please note that not every store will have the appropriate key blanks available. Please call ahead.

A:

We appreciate your feedback and apologize for your inconvenient experience with this product. Indeed, your padlock is a TSA-accepted model so it is likely that the TSA screener may not have been adequately trained to recognize the red and white diamond logo on the lock.
We can submit a notice to the TSA and we would like the following information to complete the claims process.
These infomation will be sent to our licensor, Travel Sentry, and they will address the incident with the screener authority at the airport where the lock was cut.
• Date of travel:
• Name of departure airport:
• Airline, flight #, time of flight:
• Did the TSA place a "Notification of Baggage inspection" inside the bag (Y/N):
We would also like to replace the lock for you, so please confirm the model by number or photo.