FAQ – Frequently Asked Questions
General Questions.
1. I am outside Australia and cannot order on your site?
A 1. We ship internationally daily Contact us and deal directly for a quote which includes the most cost-efficient shipping to your destination.
A 2. Our eBay store accepts international sales automatically.
2. When will I receive a response to an email?
A. Depending on the volume of emails and workload we normally respond within 1-2 hours during business hours.
3. What are your business hours?
A. Monday to Friday 9am to 4.30pm (AEST)
4. I am not sure how to use or prefer not to use the checkout on websites.
A. Contact us with the items you wish to purchase and we will send an invoice through Square.
5. Who does your credit card transactions?
A. All transactions are handled Square, we do not store or have access to your credit card details.
6. How do I track my order?
A. Most orders are sent by Australia Post enter your tracking number here.
Can I pay direct deposit?
7. We accept payments through PayId by using our ABN number 67666285034 when paying your bank will confirm you want to pay elocksmith Pty Ltd prior to paying which is a secure option.
8. My question is not covered here?
A. Contact Us
Key Ordering.
9. When will my key order be dispatched?
A. Keys are sent same day if ordered before noon (AEST) some will still be dispatched if ordered in the afternoon. If they are urgent consider the Express option at the checkout.
10. Why do we want a photo of some keys?
A. We cut many keys that are not in our references, we use the photo to create your replacement key or ensure the key we are sending is correct. We need clear photographs of the keys.
11. Why do we sometimes ask for a photo of the lock?
A. Various lock models have nuances that enable us to identify the correct key series. Especially if the original key is missing.
12. I cannot see my key on your website?
A. Contact us to see what options we can offer.
13. I cannot work out if I am ordering the correct key?
A 1. Ensure your key number is within range in the listing.
A 2. Where we have photographs compare them with your lock.
A 3. Ensure you put the key number in as on your key or lock. Don’t leave digits like zeros out of the code.
A 4. You can message us with pictures of your lock and keys if available. We use these to compare that everything is good to go.
A 5. Contact us and send pictures of your lock or key if available with your question.
Key Not Working.
14. Do not force the key or modify to work.
After many years of cutting keys online we find less than one percent of keys do not work first time. Some of the reasons are:
- Lock needs to be lubricated, especially if it’s been in the weather.
- If the original key didn’t work, it is unlikely a new key will unless the old key is/was worn or cut inaccurately.
- Incorrect key series ordered.
- We might have made an error – we are only human.
First thing to do is contact us to save time these are the things we will want to know to provide a timely reply.
- Did the new key go into the lock?
- If it did go in did you try to lubricate the lock?
- Send a photo of the lock and original key (if available) to see if we can solve the issue.
Lock Orders.
15. When will my locks be dispatched?
A. Most orders are dispatched same or next business day. If there is an unforeseen delay on a product, we contact you and discuss options.
16. The lock ordered does not meet my requirements.
A. Contact us regarding a return.
