Frequently Asked Questions

FAQs Categories

Question: My Master Lock Travel Sentry™ Certified lock was accidentally cut off by a TSA baggage screener to access my luggage. Will Master Lock replace my lock?
Answer: Yes, Master Lock will replace the Travel Sentry™ Certified lock with the same style or one of equal value, free of charge.

Note: Any lock returned using the following address that is not a Master Lock Travel Sentry™ Certified lock will not be returned to you. Click here to obtain instructions on how to return your TSA-Accepted Product.
Question: My lock does not function. Is it covered under warranty? Can the replacement lock be keyed and/or combinated to the key or combination I currently have?
Answer: Master Lock offers a Lifetime Limited Warranty on its padlocks.
(See the Limited Lifetime Warranty section below). Replacements to the same key or combinations are determined by the model lock being replaced. Customer Service will be able to verify that information at the time you make your warranty claim.
Limited Lifetime Warranty

All Master Lock padlocks are warranted to be free from mechanical defects for the life of the product. If a mechanical defect occurs, we will replace it free of charge. Please contact our Consumer line at 800-464-2088 to discuss obtaining a replacement lock. For Canadian customers please call 1-800-227-9599.

Note: If you are an inmate in a Correctional Facility, the request for your replacement must be mailed. Click here for the warranty returns form which includes mailing instructions. In addition to the form, you must also include a letter on official prison letterhead and signed by a warden or prison official. The letter must include your lock model number, serial number (if applicable), and control key number. Please also note that your replacement lock will be shipped via parcel post.

If the product fails due to a defect in materials or workmanship at any time during the life of the product, Master Lock Company will replace it free of charge. Simply contact Master Lock at www.masterlock.com for replacement information and complete warranty. This warranty does not cover products which have been abused, altered, damaged, misused, cut or worn. TO THE EXTENT PERMITTED BY LAW, MASTER LOCK COMPANY DISCLAIMS ALL OTHER IMPLIED OR EXPRESS WARRANTIES INCLUDING ALL WARRANTIES OF MERCHANTABILITY AND/OR FITNESS FOR A PARTICULAR PURPOSE.

LIMITATION OF LIABILITY: This warranty is your sole remedy and MASTER LOCK COMPANY shall not be liable for any damages, whether direct, indirect, incidental, special, consequential, exemplary, or otherwise, including lost revenues and lost profits, arising out of any theory of recovery, including statutory, contract or tort. In no event will MASTER LOCK COMPANY’s entire liability exceed the purchase price of this product. Some states and provinces do not allow the exclusion or limitation of incidental or consequential damages so the above limitations or exclusions may not apply to you. This limited warranty gives you specific legal rights, and you may also have other rights which vary from state to state and province to province.
Question: How long will it take to receive my replacement lock?
Answer: It will take approximately 2-4 weeks to receive the locks.
Question: Can Master Lock ship to a P.O. Box?
Answer: Unfortunately, We cannot ship to a P.O. Box. Please provide a regular mailing address for your replacement lock.
Question: My Master Lock G.l.o. Combination Lock does not light up. Is it covered under warranty?
Answer: If the light up feature doesn't work on your G.l.o. Combination Lock, Master Lock will replace it free of charge for up to one year after the date of purchase, with the original dated receipt.