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Product Issues & Replacements FAQ

Q: My locks freeze in the winter. What can I do?

Lubricate your locks with Master Lock recommended lock lubricant 2300D and 2311. Master Lock’s lock lubricant 2300D and 2311 is specially formulated to not only prevent your locks from corroding, but the formula also prevents moisture from condensing inside the lock, which greatly reduces the likelihood your lock will freeze due to cold weather. View proper care and service of Master Lock Products.

Q: My key no longer turns, what can I do?

Lubricate your locks with Master Lock recommended lock lubricant 2300D and 2311. View proper care and service of Master Lock Products.

Q: The password no longer opens the combination lock, I remember my password so it appears the lock is broken. What can I do?

A: 99% of the time the lock is working perfectly, but consumers have forgotten their combination. If you believe your lock is defective please visit our Contact Us Page and fill out the contact form. A customer service representative will contact you within 48 hours.

Q: How can I fix a Master Lock padlock that only opens occasionally or is difficult to open?

Watch our lock maintenance video or view our Care & Service guide. If your lock still does not function properly, it may be defective. Refer to our Warranty Information to find out how to obtain a replacement lock.

Q: How can I fix a resettable combination lock that sticks from time to time?

Q: "My lock was difficult to open, and it had to be cut off. Will Master Lock replace my lock?

A: 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.

Q: How long does it take to receive a replacement lock once my warranty claim has been accepted?

A: The time will vary depending on the type of lock, and whether your replacement needs to be custom-built. Generally, you should receive your replacement within 2-4 weeks.

Q: Will Master Lock reimburse me for my locksmith charges?

A: Master Lock does not reimburse for locksmith fees and/or services.

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