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 or Non-Functioning Locks FAQs

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

A:

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: The wheels of my padlock are hard to turn, what can I do?

A:

For wheels that are hard to turn, we recommend using a WD40 solution for cleaning or washing the moisture out of a padlock but a good lubricant needs to be applied afterwards.

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

A:

Lubricate your locks with Master Lock recommended lock lubricant 2300D. View proper care and service of Master Lock Products.

Q: The password no longer opens the combination lock, I remember my password so it appears the lock is broken. What can I do?

A:

99% of the time the lock is working perfectly, but consumers have forgotten their combination. If you believe your lock is defective please visit our Contact Us Page and fill out the contact form. A customer service representative will contact you within 48 hours.

Q: My key snapped in the lock when I tried to open it. What should I do ?

A:

Please contact us under the lifetime guarantee against mechanical failure we will replace the product.

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

A:

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 can I fix a resettable combination lock that sticks from time to time?

A:

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: 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?

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.

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

A:

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