Customer Service Frequently Asked Questions

 Feel free to call us if you have questions.


Business Hours - Our official business hours are Monday thru Friday 9AM-5PM Central Standard Time.

Non business Days - All shipping times do not include weekends and/or holidays (non-business days). Please add appropriate time to your shipment if the shipment occurs near the weekend and/or the following holidays.

New Year's Day
Martin Luther King's Birthday
Presidents' Day
Memorial Day
Independence Day
Labor Day
Columbus Day
Veteran's Day
Thanksgiving Day
Good Friday
Christmas Day

Many people in the shipping process tend to take vacation the week betweek Christmas and New Years. Please allow for extra time if you order between Christmas and New Year's holidays.

Give us good information! -In order to ensure your order goes smoothly we need good information. Please note an undeliverable order is considered a cancellation where all cancellation charges apply. In order to keep this from happening, it is sometimes necessary to talk on the phone and/or communicate via email. Please be sure to enter phone numbers and email addresses where you can be reached. All of our shipping policies assume you give us good contact information. If we cannot reach you or the order cannot be delivered for any reason, at best the schedule will slip, but it is also possible you may incur storage, redirect and/or order cancellation charges.

Lead Time Our official lead time is 5-7 business days before shipment. Manufactured items normally require a longer lead time. If your item has a longer lead time you will be notified within the 5-7 day period with an opportunity to cancel with no obligation. Although most items will arrive shortly after shipment, the arrival/installation is dependent on shipment type (read below).

What is a delivery window? - For large safes (greater than 150 lbs) in order to keep costs down the driver is given multiple deliveries during the day which must be done in order. In order to facilitate this, the dispatch will estimate the time of your delivery in a 'window' of time. Usually this window is 4-6 hours (i.e. AM or PM windows), but for some (especially rural) locations, the window may be all day. If you think you will need a different arrangment, call or contact us to discuss other possibilities.

What if I'm not Going to be Home? Let us know and we will delay your shipment to match your schedule as best as is possible. Please note some shipment types do not respond well to out of office/home situations, so if you are going to be absent in the near future for any length of time, call us before we ship your item so we can get your item to you in the best way possible.

What is Lift Gate Delivery?For large safes our free delivery is typically a liftgate delivery. A truck will bring your safe that has a special tail gate to lower your safe to the ground where your driveway and or building meets the curb. If you need your safe lowered to the ground, please select that option when you enter the shopping cart.

  • Please note liftgate delivery personnel are expected to finish many deliveries in a single day, they cannot spend too much time on any single delivery.
  • To accept the product will require inspection and signature.


What is Dock to Dock Delivery? In some areas a liftgate deliveries are not possible, so a dock-to-dock delivery is another option. This is when a truck backs up to your business' loading dock and pushes the item to the door. Once at the door, it is your companies responsibility to remove the item from the truck.

  • You must be able to remove the merchandise from the truck with a forklift or pallet truck. If you choose this option, it is assumed the truck does not need a liftgate and most likely will not have one.
  • Anyone with a residential delivery should not choose this option as the carrier will refuse your delivery, which will cause delays and possibly extra charges that we will have to pass on to you.
  • To accept the product will require inspection and signature.


What is Terminal Pickup Delivery?In areas where the dock-to-dock and/or liftgate are not available you can pick up your item at the terminal. This may also be the best option for busy folks as the item can be picked up by appointment.

  • To accept the product will require inspection and signature.


What is Big Easy (Inside) Delivery?

The Big Easy delivery is a delivery option where we deliver your safe inside your home, unpack it and remove debris. The rules on the inside delivery vary slightly by company....

  •  Fireking: offers several options for indoor delivery. FireKing indoor delivery fees are based on weights. Please call us or contact us for a quote.
  •  Sentry (also formerly Schwab): offers indoor placement, where the cartoned product is placed just inside your door. Sentry also offers White Glove Delivery. White Glove delivery includes having the product brought in and placed where you want and then the packaging is taken away. The delivery people will not help set up the safe. There are limitations...there can only be 2 flights of stairs, and the flights cannot be more than 10 steps.  If there is anything unusual about your situation such as delicate flooring, steepness of stairs, narrowness of stairway, difficult entry into the building, the freight company may request additional help at an additional cost to you. If you think your situation might require an extra person, please call us so we can clarify.
  • All Other Safes: Our Big Easy delivery is a White Glove delivery based on weight. We use insured and bonded delivery companies to get your safe into your building quickly and with minimal effort on your part.


The price on our site for Inside Delivery is an accurate estimate that for the vast majority of deliveries, but you should call us to get a quote if...

  • You live in an area of the country where services are more expensive than normal.
  • You live in a rural area.
  • You have special floors that require protection (i.e. marble, tile and even some wood floors).
  • You require an appointment at a specific time of day for your delivery.
  • Any inside or outside steps are involved
  • Any delivery that requires special passage (e.g. boat travel, plane travel etc).


Please note, white glove deliveries do not include...

  • site preparation (e.g. removing doors or other obstructions, pulling up carpet, removing clothes from the closet etc)
  • installation beyond setting the item on the floor.
  • In some delivery situations, especially deliveries with steps and fragile floors (for example tile floors), the delivery personnel may require damage waivers to be signed. This is done at the discretion of the delivery personnel and we always respect their expert advice. Refusal to sign damage waiver is considered a delivery cancellation. If your floors need protection please ask us as there is an extra charge.

Please note that a white glove delivery without steps adds about 1 week to the delivery time. With more than three inside and out steps we usually add 1 1/2 to 2 weeks to the delivery time. This is so dispatchers can get the right people to your delivery and provide you the best possible solution.


What is a Locksmith Boltdown? You've probably heard the term "they stole everything that wasn't bolted to the floor". Simply put, to keep your merchandise from disappearing during a burglary, we will send a professional locksmith to bolt it to the floor.

  • The price on the site is an estimate. Although it encompasses the cost of the vast majority of boltdowns, there are some cases that may require extra funds to accomplish the task. Typically you should call us to get a quote if..
    • You live in an area of the country where services are more expensive than normal.
    • You live in a rural area where the nearest locksmith is very far from your home.
  • Please note, sometimes the locksmith boltdown is done as part of your inside delivery, sometimes it has to be separated, this is determined on a case-by-case basis.


Small Safes: Small safes under 150 pounds ship small package carrier (i.e. FEDEX, UPS, USPS, DHL etc). If you have a preference, call us and we'll do our best to support your shipping needs. Please note on small package shipments.

  • Small package drivers will only attempt three (3) deliveries, after this you have to go to the distribution center to get your shipment.
  • If the item is not claimed it is considered a cancellation and all fees apply.
  • If you require most special services (for example indirect signature, direct signature, adult signature, etc) let us know by phone or the contact form before we ship your item and there is no charge.
  • Other special services require extra cost that we would have to pass on. Call or contact us so we can best set up a shipment that can fit your needs.


Where do you ship to?  Our free shipping policy applies to anywhere within the 48 continental Untied States. We can ship anywhere in the world. If that is what you need, then call or contact us for a quote.

What is Your Delivery Time

We have warehouses throughout the United States. Depending on availability, we send your order immediately to the warehouse nearest you. On products under 150lbs, warehouses typically ship the same day of your order or if it is a weekend, the next business day. Small carriers takes 3-5 business days. On orders over 150lbs, allow 5-10 business days for shipment by freight truck. Some exceptions include....

  • Big Easy (White glove) deliveries, which require more coordination and planning. We suggest adding another 5-7 business days to any inside delivery. 
  • Sentry, which takes take 7 to 10 business days to ship.
  • Vault Doors, which are custom made, take 30-60 days to ship.
  • Custom made products, which take 30-60 days to ship.

If you have questions about any of the above please call us.

Are the exceptions to your shipping policy? Our shipping policy covers 99% of orders, but there are some exceptions. Examples of orders that may cause exceptions include...

  • Rural zip codes or urban zip codes where labor costs are typically higher than normal.
  • Any delivery that requires special passage (e.g. boat travel, plane travel etc).
  • Deliveries that require special handling (attic deliveries etc.).
  • Items over 60 lbs shipped to Hawaii and Alaska may incur additional charges.

There is no obligation to a submitted order until it ships, but if you aren't sure whether your delivery is special, call or contact us so we can help you.





What is our return policy?

We must be informed of all returns. Please use the contact form or call us to inform us of your return. We will issue a Return Authorization Number and give you the address where you can return the product. No returns will be accepted without a Return Authorization Number.

If the merchandise is defective or damaged, you must contact us within seven days of your receipt of your product. If you determine your product is defective or damaged later than seven days of receipt of product it is a warranty issue and you must contact the manufacturer.

Within the first 7 days of receipt of the product, If you believe the product is defective, we will ask the manufacturer to speak to you. If the manufacturer determines the product is defective, then we will arrange for a full credit or replacement upon return of the product.

No returns will be considered after 30 days.

Custom orders a non returnable

Products modified by the customer will not be considered for return.

Feel free to call or contact us if you are not certain of something.

Returns without the original packaging and documentation will be rejected. Original packaging must be in excellent condition, so unpack your item with care. Returned items with obscured or missing serial numbers will also be rejected. Returns services will be at the same level of which the item was delivered.



For all Shipments


Take as many pictures as you can on delivery day. Take pictures of the box when the item is dropped off, when you bring it into the house after you unpack it, after the item is installed, etc. etc. etc.

On delivery day for Large Shipments (more than 150 lbs)

The first rule of thumb is to make sure you set aside time to receive your shipment. Our suggestion is to take the day off. If you have to move your appointment, be sure to give at least 24 hours notice or we will have to collect a re-delivery charge, which is usually around $100, to get your order to you.

A note on delivery day and damaged shipments. If you see even the smallest damage on the packaging on delivery day, be sure to make the driver note the damage.

As a rule of thumb, if the damage is a dent in packaging larger than a half inch make the driver wait while you inspect the contents (the driver may object, but they will wait if you don't take too long). Here are some other scenarios where you should request an inspection...

  1. Holes in the packaging.
  2. Spongy packaging (for example, one of the corners on box will collapse when you push on it).
  3. Rattling inside when you move the box.

Be sure to have a box cutter with you in the event you need to inspect the contents.


Damage to the contents of a package is very rare, but if you feel the damage is severe and you need to reject the shipment, then call us immediately. Please note, if you reject a shipment your package will be inspected by a professional. If they find your item is OK we will have to pass on a re-shipment and/or re-stocking fee. These fees can be 25% of your order or more, so simply put, be stern, be fair, but don't be hasty.

Also note, we cannot accept returns for scratches or scuff marks, we will send you touch up paint free of charge.

Why all this trouble on damaged shipments? Because things happen and we pay for insurance to cover these things, but it is very difficult to help you if you do not document any problems when the delivery arrives. Get your money's worth and make sure the safe gets to you in the condition we sent it.

It has been said that a person will tip for a pizza that will be consumed in an hour, but nobody seems to give a tip to the guy who is breaking their back to deliver an item that you may have for the rest of your life. If your delivery crew is courteous, punctual and does a great job, then give them a little something for the effort!



Cancelling an Order

CANCELLING BEFORE SETTLEMENT: If you cancel your order before credit settlement (settlement typically occurs around 5pm CST of the day you created the order), no harm no foul, you will get a full refund.

CANCELLING AFTER SETTLEMENT, BUT BEFORE BIG EASY SHIPMENT: Big Easy (inside delivery) shipments take more planning than most shipments. The initial planning session, where you provide information so we can give you an educated estimate, has no obligation, but if you cancel after we planned your shipment, but before shipment, the fee is 8% of the order to cover our planning, cancellation and credit card processing costs.

CANCELLING AFTER SETTLEMENT, BUT BEFORE SHIPMENT: If you cancel after settlement and before your order ships and/or is prepared, there is a $25 cancellation fee or 4% of your order, whichever is higher to cover our credit card processing cost.

CANCELLING AFTER SHIPMENT: We understand cancelling an order is sometimes necessary, but it is very expensive, so we do not recommend it. If you cancel after shipment and/or shipment preparation we will have to pass any shipping costs and restocking fees to you. Restocking fees vary from warehouse to warehouse, but typically they are 25% of the order cost.

CANCELLING LOCKSMITH LOCKDOWNS: Before planning the cost is 4% of the boltdown price to cover credit card processing costs. After planning the boltdown the cost is 50% of the boltdown price to cover credit card processing and planning costs.

REDIRECTED SHIPMENTS: Redirects are changes in the shipping address after an item has shipped. Shippers require extra charges to redirect a shipment (the amount required to redirect can vary wildly, but the charges can be as high as several hundred dollars). If we use the information you gave us and a redirect occurs for any reason, we must pass these charges on to you. Refusal to pay redirect charges is consered an order cancellation and all charges apply.

REFUSAL OF SIGNATURE: Sometimes signatures are required to proceed with an order. Some examples where signatures are required include...

  • When your credit card does not recognize your shipping address.
  • When we have to change the shipping address.

We can accept signatures via email and/or fax. If you refuse or neglect to give a timely signature when required (i.e. within one business day), it is considered an order cancellation and all charges apply.


Who do I contact for warranty related issues?

Please contact the manufacturer for all warranty related issues. Most manufacturers require a serial number for support. Once you have located your serial number you can find their phone numbers here.




What credit cards do you accept?

We currently accept credit card payments from Visa, Mastercard, American Express, and Discover. Call or contact us if you would like to use a different card.

Is it safe to order online with a credit card?

All transactions at this site are conducted over a secure encrypted connection. This means that all personal data is encrypted before it is sent between your computer and our server. We strive to ensure every transaction you make with us is 100% safe. We work with various companies to achieve Payment Card Industry Data Security Standard (PCI-DSS) compliance to make this happen.

What are our payment options?

  • You may order online or by phone using Visa, Mastercard, American Express, or Discover.
  • We can also accept checks with the understanding that your item will not ship until the payment has cleared (usually 1 or 2 busines days).
  • We also accept Purchase Orders, to create a purchase order, complete all the information on the shopping cart checkout pages and then select the "Purchase Order" as the payment option and we will send you payment instructions.
  • You may also pay by mailing a check with a Purchase Order.

Can your company issue a purchase order with payment terms?

Purchase orders are considered on a case-by-case basis, including acceptance from schools, churches and government agencies with 30 day payment terms.  We will consider accepting a Purchase Order from established companies with an agreement that 50% of the charges will be paid at the time of order, and the other 50% paid when the product is delivered. Please use the contact form or call us for more info.




Can I purchase accessories (shelves, trays, drawers, etc.) for my safe?

Most accessories are available on the site. If you cannot find the accessory you are looking for, let us know and we will be happy to add them to your order.

How do I get an add-on for my Sentry Safe?

It is Sentry's policy that after the original purches, the customer must purchase parts directly from Sentry. Please call or mail Sentry directly.

For all other manufacturers, please use the contact form or call us.




We do offer a lost or extra key service for most safe companies, call us or contact us if you have more questions.

Replacement keys and lost combinations are typically handled by the manufacturer. You can get contact info for the manufactureres here.

For security reasons, in all instances, you must prove you own the safe in question to get a key or combination. Have your model and serial number ready before calling for a lost/extra key or combination.




Can I change my order after I've placed it?

All our orders are sent immediately to the warehouse. If you would like to make a change or cancel your order, please contact us as soon as possible and we will try to accommodate your needs if the safe is not already in the shipping process.

Will I be charged sales tax?

We are required to charge sales tax to any delivery in Louisiana state and it will be automatically added during the shopping cart checkout process. If you are ordering from another state, no sales tax will be charged.

Where do I return my item?

Note: Please do not return merchandise to any address on this site without contacting us and/or without a Return Authorization Number. Without a return authorization number your shipment will be rejected.



The Safe Stores is wholly owned by Aentropy LLC. Aentropy LLC is an authorized distributor of Sentry, FireKing, Liberty, American Security, PermaVault, V-line, GunVault, Mesa and other safes. If you would like us to carry your products on our sites, feel free to contact us or call us.

You can contact us using the contact info at the top and bottom of most pages in this site.