Help Center

Contact Us
If you have questions about purchasing any of products we carry, live customer service staff is available to help you 9am-6pm Central M-F.

If you have a question about a safe you've already purchased (lost keys/combination, can't open safe etc) please contact the safe manufacturer directly. Scroll down for specific vendor contact information (Sentry, Honeywell etc).

800-928-1656

cs@TotalSecurityStore.com

TotalSecurityStore.com
PO Box 641876
Omaha, NE 68164

Contact Information For Safe Manufacturers?
If you have lost or forgotten your safe combination, can't open your safe or any other technical problems with a safe you've already purchased please contact the safe manufacturer directly and they will be able to assist you:

Axius Health - 516-983-9144
Cobalt Safes - www.cobaltsafes.com or 888-535-2545
DocuGem Safes - www.gemfg.com or 800-966-1387
Hollon - 888.455.2337
LockState - 877-254-5625 or www.lockstate.com
Mesa - 800-490-5624 or www.mesasafe.com
Protex - 818-773-8030 or www.protexsafe.com
Secure Logic (ETL) - 800-344-3242 or www.wall-vault.com
Sentry Safe - www.sentrysafe.com or 1-800-221-6879 or www.sentrysafe.com
V-Line - 805-520-4987 or www.vlineind.com

Returns/Exchange/Warranty Policies

Personal Security/Surveillance Products
Returned merchandise that is not defective or damaged must be unopened and in good condition. Merchandise may not be returned without our prior approval and the issuance of a Returned Goods Authorization (RGA). When returned, goods and their cartons must be in perfect unused, resaleable condition. All returns are subject to our inspection and approval. Refunds will be issued minus shipping costs and a 25% restocking fee. Products that are received damaged will be repaired, replaced or credited at 100%. In the case of defective merchandise customer must return the product and, if deemed defective upon inspection, customer will either receive a replacement, refund or credit.

Sentry:
All Sentry products come with a one-year limited warranty against manufacturer's defects. Safes that are received damaged and/or defective will be repaired, replaced or credited at 100%. Authorization must be obtained by calling our customer service department at 800-928-1656. All other returns are subject to a 20% restocking fee, costs for shipping safe to you originally, and returned on a freight prepaid basis.

If a SentrySafe Fire-Safe product is damaged by fire at any time while still owned by you (the original owner), Sentry Group will ship a replacement free of charge, if you send the following information to:
Sentry Group
882 Linden Avenue
Rochester, New York 14625-2784
USA

Your name and address
The model number and a photo of the burned unit
A description of the fire, along with a copy of the fire department, insurance or police report.

Cobalt:
Limited Warranty: 5 years Parts and labor for the first year and then parts only for the remaining 4 years.
Lifetime Fire Warranty: Cobalt Safes will replace any Cobalt fireproof safe that has been damaged in a fire with the same or a comparable model to include all freight costs to the original address of the purchase. Customers will be required to supply all requested documents to an authorized Cobalt representative prior to replacement. Contact a Cobalt Safes representative at 888-535-2545 for additional information or restrictions

Returns for safes other than damaged/defective are possible up to 14 days after delivery date and subject to a 20% restocking fee. Customer will be responsible for freight to and from the delivery address. Safes that are received damaged and/or defective will be repaired, replaced or credited at 100%. Authorization must be obtained by calling our customer service department at 800-928-1656. All freight deliveries must be inspected for damage at time of delivery in a timely manner. Failure to carefully inspect packaging and note damage or refuse delivery will remove all liability of damage from Cobalt Safes and require the consignee to file any claims against the carrier themselves.

V-Line:
All V-Line products come with a one-year limited warranty against manufacturer's defects. Safes that are received damaged and/or defective will be repaired, replaced or credited at 100%. Authorization must be obtained by calling our customer service department at 800-928-1656. All other returns are subject to a 20% restocking fee, costs for shipping safe to you originally, and returned on a freight prepaid basis.

Protex:
Returned Goods Authorization: Materials may be returned for credit to the within 30 days of purchase. No goods will be accepted for return unless a Return Goods Authorization has been issued. Goods should be returned to the California office address only. Contact the Protex office to request your RGA number Returns must be in original condition, unused and in original packaging. Credit will be issued at price paid or current price, whichever is lower, less a 25% restocking charges. Obsolete, discontinued or special products are not returnable.
Product Warranty: All Protex Safe Co. LLC products are warranted to be free of defect in material and workmanship when properly installed, used and maintained according to installation guidelines. For safes and cash deposit boxes, we will, for a minimum period of one year from the date of purchase, repair or replace any part which, upon our examination, proves to be defective under normal use. This warranty will be honored only upon proof of purchase.

LockState:
LockState warrants to the original end-user consumer of any LockState lock or safe that the craftsmanship, workmanship and materials of the electrical components on all safes made by LockState are free from material defects for a period of 1 year after purchase. In the event that any component of a LockState product is not free from material defects within a period of 1 yhear from purchas, Lockstate will repair or replace the safe at its sole discretion, at no charge to the original end-user consumer. All shipping charges arising from a safe exchange are the responsibility of the customer.

In no instance will LockState's liability under these warranties be greater than the replacement of any safe not free from defects. Expressly, LockState will not be liable for any labor costs including but not limited to installation, removal and replacement, nor will LockState be liable for any shipping costs or consequential damages arising from or related to a defective product.

These warranties will not apply in the event that any user of the safe has improperly assembled, installed, disassembled, stored, maintained, or abused the product or if the damage to the product is due to accidental damage, improper powering, defective batteries, any end-user modifications, or use of the product for an unintended purpose.

Any returned merchandise must be in resellable condition with a Return Merchandise Authorization number. To obtain an RMA, please call 877-254-5625. Any return without an RMA will not be accepted. All returns are subject to a 15% re-stocking fee and cost of shipping (both to and from the customer.)

Secure Logic (ETL)
One Year Limited Warranty
The Product is guaranteed for one year against manufacturer defects or malfunctions. In the event of failure ETL will, at its election, repair, replace or make appropriate adjustment where ETL inspection discloses any defects occurring in normal usage. To obtain warranty service contact ETL, either through your Dealer, Catalog, Home Center or ETailer, or by writing ETL at the address below. Calls are also accepted at 2095293546. Proof of purchase from the original consumer (original sales receipt) must accompany all warranty claims. Defects or damage caused by use of other than genuine ETL parts are not covered by this warranty. Please do NOT return your product without first contacting ETL.

Product Registry
All products must be registered within 30 days of purchase in order to be covered by the ETL warranty. Products may be registered by completing and returning the attached warranty card.

Conditions
This warranty does not cover loss or damage of any kind resulting directly or indirectly from alteration, misuse or abuse of the product, or from its installation or removal (including scratching). ETL's liability under this warranty shall not in any case exceed the contract price for the product. ETL reserves the right to make changes and improvements in its products without incurring any obligation to similarly alter products previously purchased. This warranty is in lieu of all other warranties, express or implied. No one is authorized to assume any other liability for ETL in connection with this product. This warranty gives you specific rights. You may have other rights under state law.

Mesa
Returned merchandise must be unopened and in good condition. Merchandise may not be returned without our prior approval and the issuance of a Returned Goods Authorization (RGA). When returned, goods and their cartons must be in perfect unused, resaleable condition. All returns are subject to our inspection and approval and a reasonable handling charge. Non-stock, special goods or items fabricated, modified, or cut to size per order are not returnable. To return goods, call 800-616- 0213 or send us email at support@securitybase.com The customer is responsible for all shipping charges on returns merchandise. No returns will be accepted after 10 days of reciept. No returns on ANY ELECTRICAL products. A restocking fee for undamaged returns will be charged for 20% of the merchandise cost. If the merchandise you receive is damaged, you must contact the freight carrier for reconciliation. Please inspect all merchandise before signing for it. Refunds will be via Company check. 15 days on cancellation or returned of goods.

Stack-On
Damages or sign of damage on Delivery:
If product packaging shows any sign of damage upon delivery, customer can receive but the delivery receipt should be noted with brief descriptions of apparent damages. After inspection of the items, any damaged or defective product should be reported immediately to Stack-On Products Customer Service at 800-323-9601. Customer Service will provide a return authorization number, arrange for a pick-up and return of the item and process a replacement or credit whichever the customer requests.

If product appears, without a doubt, to be badly damaged upon delivery, customer can refuse delivery and contact Stack-On Products Customer Service at 800-323-9601. Please remember that the carrier does not always contact us immediately, therefore the quickest way for Stack-On Products, Co. to get a replacement unit out, is for the customer to report damages directly to us. In this case, a customer can request a replacement or credit only. In the case of Credit only, Customer Service will provide an RA# and advise the customer to deduct from future invoice, making reference to that RA#.

Concealed Damage, damages noticed after delivery can occur and the customer should contact Customer Service immediately to discuss options.

Depending on the extent of the damage, parts may be sent to repair. Partial credit can be processed for customer to sell or keep at reduced cost. Return and replacement can be issued if necessary. Credit only and Customer will reorder on next order

****IMPORTANT***** Concealed damages should be reported to Stack-On Products, within 15 days of the ship date in order to process a claim against the carrier. We know this can't always happen but it is good for all to be aware of.

Returns for any other reason (don't like color, size etc) are not accepted.

Honeywell LHLP Limited Manufacturer's Warranty- All products are covered under our manufacturer's limited warranty. This ensures that under this warranty the LHLP item:

Will be free from defects in material and workmanship when purchased and that for a period of 30 days (or longer, if stated) from date of purchase we will replace any missing part and for a period of six months (or longer, if stated**) from date of purchase we will replace any defects in the product that occur during normal use. At that point it will be at the option of LHLP to replace the defective part or refer you back to the original purchase site. (** Safes-7 years and a life time "after fire" replacement.)

The warranty does not cover any labor and or freight charges to or from the service center. It does not cover furniture used for commercial purposes, failures caused by improper care, unreasonable or abusive use, freeze damage or acts of God.

Damages/Returns - Inside each carton are easy to follow assembly instructions/hardware lists. These instructions include our toll-free number and advise the consumer to call LHLP with any assembly problems or to report missing parts. Missing or damaged parts are sent free of charge within 1-2 business days of the request.

If return authorization is requested due to damage, LHLP will issue a call tag for the merchandise and you will be credited for 100% of the merchandise, drop ship fees, and UPS charges upon return of the merchandise. If you wish to order a replacement for the damaged unit, replacement will be shipped and invoiced as a new order. The original invoice will be credited upon return of damaged merchandise to LHLP.

For damages and defectives, please contact us at cs@totalsecuritystore.com OR 800-928-1656 as soon as possible so we will be able to provide Return Authorizations ("RA's") for damaged or defective merchandise. Any item received by LHLP's warehouse without the proper return authorization will not be credited to the customer's account.

For buyer remorse or refusals (other than damages or defectives), these items will need to be returned to LHLP's warehouse within 15 days of receiving product in order to receive a credit of 80% of the invoiced amount (20% restocking fee), and less return freight costs.

CANCELLATION:
A paid order that's canceled by the buyer before it's shipped is subject to a 2% Processing Fee. If you have special requests, please email us BEFORE placing the order to avoid this fee in case we are unable to fulfill your request.

Privacy Policy
At TotalSecurityStore.com your privacy and security are our number one priority. We do not share any personally identifiable information about you with other companies, except in the case of dealing with manufacturers for order fulfillment and warranty issues. In such a case, we offer this information only to improve your shopping experience at TotalSecurityStore.com, and we only provide it under strict confidentiality. We will never sell or rent your name, email address, telephone or fax numbers, address, or credit card numbers. We do collect your IP address and general browsing patterns when you visit our site. We use this anonymous information to help diagnose problems with our server and to assist us with improving your shopping experience.

Placing orders with TotalSecurityStore.com is safe, secure, private and easy. To ensure your security, we use Secure Sockets Layer (SSL) technology. SSL encrypts ALL of your personal information, protecting your confidential information from interception and hacking. Rest assured, your order is safe with us. If you have any questions about our privacy statement, your personal information, or if you would feel more comfortable placing your order with a real person, please do not hesitate to give us a call at 1-800-928-1656 or email us at cs@TotalSecurityStore.com.

*FREE SHIPPING*
There are NO SHIPPING CHARGES to most of the continental United States. However, in some remote rural areas, islands, toll bridge access areas, union states, ferry tolls, etc. may be subject to additional charges. If any additional charges apply the customer will be notified before shipping.

Hollon
Shipping & Delivery
All orders weighing over 140lbs or more are shipped via LTL freight carriers. The freight carrier provides either dock or curbside delivery based on location. Curbside delivery is defined as delivery of the freight as close to the actual delivery address as possible. Please remember the size of the tractor trailer and certain safety precautions may prevent the freight carrier from delivering the freight at the actual curb or delivery address. Lift-gate service is available at no extra charge and it is the sole responsibility of the customer to coordinate inside delivery of the freight with the trucking company, sub-contractors, and/or themselves. The freight carrier is not responsible for the inside delivery of any freight and inside delivery is not a service that Hollon Safe offers.

Hollon Safe uses the services of FedEx on all safe order weighing 140lbs or less. All safes are shipped via FedEx for cost effectiveness. Safe shipment can be upgraded to 2nd Day Air per customer's request and at cost the customer, if available.

Any address corrections, re-consignments, or storage issues due to freight being undeliverable will not be the responsibility of Hollon Safe and may result in additional fees. The customer will be contacted and advised of any additional fees prior to Hollon Safe providing the freight carrier with any written or verbal authorizations regarding any changes in the shipment. Upon contact, it will be the responsibility of the customer to find a resolution the issues in a timely manner. Hollon Safe reserves the right to authorize the return of any freight found undeliverable where the customer, after repeated attempts, is found to be unavailable for contact. Customer will be charged for all freight to and from the point of delivery regardless if the buyer was eligible for free shipping in all instances where freight is determined to be undeliverable and is returned to any Hollon Safe warehouse. Freight that is returned because it is deemed undeliverable will be subject to a 15% restocking fee.

Inspection for Damage Process
In a timely manner all LTL freight deliveries must be inspected for damage at the time of delivery. All packaging should be inspected for any noticeable signs of damage to include tears, indentions, and friction marks to the packaging. All freight shipped via Hollon Safe is shipped in an upright position. Any signs of damage to the packaging, freight not being delivered upright position are justified reasons for the customer to require further inspection of the actual freight itself. All damaged freight MUST be refused at time of delivery. If the damage is minimal and acceptable to the consignee, they will be required to make note of the damage on the delivery receipt at time of delivery prior to singing the delivery receipt. Under NO circumstances shall the consignee discard the pallet or packaging material until the safe has been determined to be in good working condition and/or all claim issues have been resolved. When the delivery receipt is signed by the consignee in good condition. Failure to follow the procedures above will remove all liability of damage from Hollon Safe and require the consignee to file any claims against the carrier themselves.

For all parcel shipments, the customer must notify Hollon Safe of any damages within 24 hours of receipt. Customer will also be required to provide Hollon Safe with a brief description of the damage. If the customer declines to keep the damaged safe, it will be the customer's responsibility to repackage and hold the safe until a claim can be submitted and FedEx can retrieve the damage safe, the process can approximately two weeks.

Returns
Safe can be returned for a period of 14 days from the date of delivery. All returns must be approved by an authorized Hollon Safe representative and returned with a required "RMA" number. Safes must be returned in the original packaging and must be received in an approved Hollon Safe warehouse undamaged and unused within 7 days of the issuance of the return authorization number. All freight charges are non-refundable. All safe returns are subject to a 15% restocking fee. In addition, if the returned safe is received by Hollon Safe damaged it may be subject to additional fees. These fees will be determined by an authorized Hollon Safe representative and will be prorated according to the extent of damage. Customers will be charged for freight to and from the point of delivery regardless if the buyer was eligible for free shipping. All freight charges will either be prepaid by the customer directly to the carriers or will be deducted from the safe refund. Credits will only be issued upon receipt and inspection of all returned safes.

DocuGem
GEM, located in Albuquerque, N.M., has been in business and manufacturing quality post print binding machinery, consumables and safes since 1995. They have a highly trained staff providing years of experience, worldwide logistics and great customer service.

Returned Goods Authorization: Returns for safes other than damaged/defective are possible up to 14 days after delivery date and subject to a 20% restocking fee. Customer will be responsible for freight to and from the delivery address. Safes that are received damaged and/or defective will be repaired or replaced immediately at no cost to customer. Authorization must be obtained by calling our customer service department at 800-928-1656. Obsolete, discontinued or special products are not returnable.

Product Warranty: All Docugem products offer a full 1 year warranty on lock mechanisms and safe body. This warranty will be honored only upon proof of purchase.

Axius Health
Axius Limited Warranties and Return Policy
All Axius products come with Limited Warranty. Please read it carefully before installing and/or using. The Limited Warranty that comes with the product at the time of purchase governs the rights and liabilities, and you should refer to it.

The following outlines the procedure in fulfilling the warranties for those incredibly rare times that an Axius product needs to be returned.

Defective Product Return Policy

Axius Limited Warranties provide generally ninety (90) day warranty for defective Hardware, as set forth in the respective Warranties. If you believe the product is defective, Contact Axius Technical Support via email at support@Axiusinc.com for confirmation.

When you contact us via email, if appropriate and the product is defective and the warranty applies, we will issue a Return Material Authorization (RMA) Number for you to include with your return.

Axius will not accept returns without a RMA number.

NOTE: Before you ship the product(s) to us, if possible, make sure to reset the product to factory default by deleting all enrolled users (or instruct your customers to do so before sending the unit to us). Remove any confidential, proprietary, or personal information. We are not responsible for any of your or your customer's confidential, proprietary, or personal information that is returned with the product.

During the Period of the Warranty: For any remaining period of the Limited Hardware Warranty, we will replace any defective part with new or refurbished parts, at our option, if we agree that it needs to be replaced.

We use new and refurbished parts in performing warranty repairs. Refurbished parts and systems are parts that have been returned to Axius some of which were never used by a customer. All parts are inspected and tested for quality. Replacement parts are covered for the remaining period of the limited warranty for the product purchased.

Axius owns all parts removed from repaired products.

After the warranty period expires, or in certain other cases where Axius is not obligated to replace the Product, Axius may elect to replace parts or products, at its sole option, but in doing so Axius does not waive in whole or in part, any provision of the Product's Limited Warranty for that Product, for that customer, or the Limited Warranty in general. Any such replacement is done on only on a case by case basis by Axius without waiver.

DVR Hidden Cameras
We strive to offer our customers the best products at the best possible prices. Due to the nature of the products, returns will not be accepted unless the product is found to be defective.

All returns, refunds, or exchanges must be approved by Safety Technology (the manufacturer) before any products are returned.

We have implemented this policy because of the misuse of our former liberal return policy. A few unscrupulous people have ordered our products for specific short term uses and then returned the product in a condition that would not allow us to resell. We test all of our products before shipping. Your satisfaction is our number one concern. If you have any question regarding our products, please contact info@best-buy-hidden-cameras.com or call (800) 477-1739 before placing an order.

RETURN POLICY: All our hidden cameras, surveillance equipment, and other hi-tech products are special ordered by the person ordering and are NOT subject to cancellations. Due to the nature of our product line, returns will only be accepted for products damaged upon shipment to the customer*. All returns must be authorized by Safety Technology before product(s) is returned. All products must be returned in the original packaging. Safety Technology will replace, refund, or credit your account for returned product(s) at Safety Technology's discretion.

*Special exceptions may be made on a case by case basis determined by Safety Technology. In this event, returns are subject to deductions for shipping costs and a 25% restocking charge and must be returned within a five (5) day period from date of receipt of product(s). NO refunds will be given for products returned without explicit permission from Safety Technology.

Any return must be authorized by a representative of Safety Technology and under no circumstances will returns be accepted otherwise. Authorization and shipping instructions must be obtained from Safety Technology. No returns will be authorized after five (5) business days of receipt of product(s) by the customer.

SHIPPING & HANDLING CHARGES ARE NON-REFUNDABLE.

REQUESTS TO RETURN PRODUCTS MUST BE OBTAINED FROM Safety Technology WITHIN A FIVE (5) DAY PERIOD AFTER THE CUSTOMER HAS RECEIVED THE PRODUCT(S).

WARRANTY: We guarantee all Safety Technology products to be free of defects in workmanship and material for 90 days (unless manufacturer's warranty is longer; please call) after sale to the customer. We will replace or repair the product(s) at our option providing there is no evidence of customer misuse, or alteration.