At Master Lock, the health and safety of our associates is always a priority. During this rapidly evolving time, we’re taking the necessary precautions to help reduce the spread of COVID-19 in our communities and our facilities while continuing to meet our customers’ needs. For the latest information and resources regarding COVID-19, please visit the World Health Organization website.

Defective Locks FAQs

Q: My locks freeze in the winter. What can I do?


Lubricate your locks with Master Lock recommended lock lubricant 2300D. Master Lock’s lock lubricant 2300D is specially formulated to not only prevent your locks from corroding, but the formula also prevents moisture from condensing inside the lock, which greatly reduces the likelihood your lock will freeze due to cold weather. View proper care and service of Master Lock Products.

Q: My key no longer turns, what can I do?

Your product is equipped with a disc cylinder which has the particularity to bring more security against picking. However, in order to insert your key into the cylinder, it is necessary that all the disks are perfectly aligned and that the key is fully inserted into the cylinder before turning it.
We invite you to try this on your Master Lock product and contact us if the problem persists.

Q: How can I fix a Master Lock padlock that only opens occasionally or is difficult to open?


Watch our lock maintenance video or view our Care & Service guide. If your lock still does not function properly, it may be defective. Refer to our Warranty Information to find out how to obtain a replacement lock.

Q: How long does it take to receive a replacement lock once my warranty claim has been accepted?

A: The time will vary depending on the type of lock, and whether your replacement needs to be custom-built. Generally, you should receive your replacement within 2-4 weeks.

Q: My lock was difficult to open, and it had to be cut off. Will Master Lock replace my lock?


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.

Q: Will Master Lock reimburse me for my locksmith charges?

A: Master Lock does not reimburse for locksmith fees and/or services.