FAQ – Frequently Asked Questions
General Questions.
1. When do you ship orders?
A. We ship same or next business day depending on what time the order comes in. If there is an unforeseen delay on a product, we contact you and discuss options. Express post in Australia is available for orders required quickly.
2. I need a key to a number do you have my number?
A. Our listings outline the key range available. We use computerised key machines to make keys to your lock number. Our machines replicate the manufacturers specifications for your key number on blank keys made by aftermarket manufacturers or where listed on genuine blanks.
3. 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.
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. What are your business hours?
A. Monday to Friday 9am to 4.30pm (Australian Eastern Standard Time)
6. Who does your credit card transactions?
A. All transactions are handled Square, we do not store or have access to your credit card details.
7. How do I track my order?
A. We send tracking information. Most orders are sent by Australia Post enter your tracking number here.
8. Can I pay direct deposit?
We accept payments through PayId by arrangement 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.
9. My question is not covered here?
A. Contact Us
Key Ordering.
10. I cannot see my key on your website?
A. Contact us to see what options we can offer. Please provide key number, application and brand if available. Photos will assist also.
11. Why do we want a photo of some keys or locks?
A. We like to get your key correct first time. Many keys that are not in our references, we use photos to create your replacement key or ensure the key we are sending is correct. We need clear photographs of the keys.
12. 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.
13. 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.
To solve any issues 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).