At Lock & Latch, we’re committed to providing premium door hardware, fasteners, and security products with reliable service to match. Below you’ll find all the details about our shipping options and straightforward return process.

Shipping Information

Order Processing

All orders are processed within 1-2 business days (excluding weekends and holidays). You’ll receive a confirmation email with tracking information once your order ships.

Shipping Methods & Delivery Times

We offer two shipping options to meet your needs:

  • Standard Shipping ($12.95):
    • Carrier: DHL or FedEx
    • Delivery time: 10-15 business days after shipment
    • Available for all orders
  • Free Shipping (Orders over $50):
    • Carrier: EMS
    • Delivery time: 15-25 business days after shipment

Note: Delivery times are estimates and may vary depending on destination. We ship worldwide except to certain Asian countries and remote locations.

Accepted Payment Methods

We accept: Visa, MasterCard, JCB, and PayPal for secure transactions.

Returns & Exchanges

We stand behind our products and want you to be completely satisfied with your purchase. If you need to return or exchange an item, please review our policy below.

Return Policy Overview

  • Return Window: 15 days from receipt of order
  • Condition: Items must be unused, in original packaging with all tags and protective coverings intact
  • Proof of Purchase: Required for all returns

Non-Returnable Items

For safety and hygiene reasons, we cannot accept returns on:

  • Custom-cut or specially ordered fasteners
  • Products that have been installed or show signs of use
  • Electronic components of garage door hardware systems

Return Process

  1. Submit a Return Request: Email [email protected] with your order number and reason for return (see template below).
  2. Receive Authorization: We’ll respond within 2 business days with a Return Merchandise Authorization (RMA) number and instructions.
  3. Package Securely: Repack the item(s) in original packaging with all included materials.
  4. Ship Back: Send to: Lock & Latch Returns, 4250 Holly Street, Columbus, US 31901. Use a trackable method – you’re responsible until we receive it.
  5. Inspection & Processing: We’ll inspect within 3 business days of receipt and process your refund or exchange.

Exchanges

Need a different size or product (like switching from residential to commercial-grade hardware)? Follow the return process and specify you want an exchange. We’ll:

  • Verify replacement item availability
  • Calculate any price difference (you’ll be charged or refunded accordingly)
  • Ship the new item once we receive your return

Refund Information

  • Timing: Processed within 5 business days after we receive and inspect your return
  • Method: Refunded to original payment method (credit card, PayPal, etc.)
  • Shipping Costs: Original shipping fees are non-refundable unless the return is due to our error

Note: Depending on your financial institution, it may take additional time for the refund to appear on your statement.

Damaged or Incorrect Items

If you receive a damaged item or wrong product:

  1. Contact us immediately at [email protected] with photos
  2. We’ll arrange a replacement at no cost
  3. You may need to return the incorrect/damaged item (we’ll provide prepaid shipping)

Return Request Template

Subject: Return Request – Order #[Your Order Number]

Dear Lock & Latch Customer Service,

I would like to request a return for the following item(s) from my order #[Your Order Number]:

Product Name: [e.g., Stainless Steel Gate Latch]
Quantity: [Number]
Reason for Return: [e.g., Wrong size, Defective, Changed mind] [For exchanges only:] I would like to exchange this for: [Product Name and SKU if known]

I have reviewed the return policy and confirm the item(s) are unused and in original packaging.

Please provide return instructions and RMA number.

Best regards,
[Your Full Name]
[Your Contact Information]

Need Help?

Our hardware specialists are available to assist with any questions about returns, exchanges, or product compatibility. Contact us at [email protected] or call +1 (555) 123-4567 during business hours.

Thank you for choosing Lock & Latch for your security hardware needs. We appreciate your trust in our products and service.