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Defective or Non-Functioning Locks FAQ's

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

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.

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

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.

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. View instructions for obtaining a replacement lock.

Will Master Lock reimburse me for my locksmith charges?

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