FAQ

FAQ Categories

General

Policies

Product

Questions & Answers

General

What are your Hours of Operation?

A: We are open Monday through Friday from 8 a.m. – 5 p.m. EST. We are closed for all major holidays. We do have e-mail support after-hours, on weekends and some holidays so please feel free to contact us with any questions or concerns you may have at Sales@TaylorSecurity.com. We may not always be able to answer all of your questions after-hours (as some questions must be referred direct to the manufacturer) however in those instances we will let you know and respond back once we have attained all pertinent information during normal business hours.
 

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Where are you located?

A: We are located in Gaithersburg, MD, which is about 20 miles outside of Washington, DC. Most shipments will be sent from our MD location, unless drop-shipped direct by a manufacturer or another distributor nationwide.
 

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What is your Shipping Policy?

A: All order shipments will be made via “best way” – in most cases UPS or USPS (US Postal Service). 
 
Claims for loss or damage must be made within five (5) days of receipt of shipment. Most sales orders transacted in full on our Internet site (www.TaylorSecurity.com) over $500 will be pre-paid via standard UPS-Ground only. Some items are not eligible for pre-paid freight. 
 
Standard pre-paid freight for registered net-30 customers in good standing is $1,000 for in-stock items. Non-registered customers who do not order through our Internet site are not eligible for pre-paid freight. Orders shipped outside the 48 contiguous states, including Hawaii, Alaska, all U.S. Territories, Canada and APO addresses, are not eligible for pre-paid freight. 
 
All “In Stock” items will ship within 1-3 business days. Please allow at least 1-2 extra working days for all items to ship that require customer keying (key work). Lead time for all special orders will be listed on-site.
 
All orders must be canceled within 24 hours or they may be subject to a 15%-25% restocking fee.
 
Our final weekday carrier pickup is between 3-4 p.m. EST. All items will be shipped with standard delivery, meaning UPS/USPS will leave packages at the recipient address. Taylor Security must be notified in advance of any delivery that requires a signature and the customer will be responsible to pay the additional fee for "Signature Required". The customer will also be required to pay any change-of-address fee ($20), as well as all freight-in charges associated with refused or rejected deliveries. Tracking information will be provided to the listed customer e-mail address after being picked up and processed by the respective carrier.
 
We offer speedier shipping services, including UPS 3-Day Select, UPS-Blue (2-Day) and UPS-Red (Overnight). All expedited shipping refers to WEEKDAYS ONLY and DO NOT include Saturday and Sunday. If UPS-Red (Overnight) is selected on an order received on Friday, the order will be shipped “Overnight” for Monday delivery unless “Special Saturday Delivery” is specifically noted in writing to Sales@TaylorSecurity.com
 
Note: All orders received on weekdays after 2 p.m. are subject to be shipped the next business day, including expedited deliveries. In addition, all stock orders that require custom keying (key work) are subject to next business day shipping as our Keying Schedule is based on the order in which they are received.
 
We do not have a daily Fed Ex pick up but can ship via Fed-Ex if the customer sets up the pickup through their Fed Ex account number and provides all pertinent paperwork required. Once the customer sets up a Fed Ex pickup here, please allow 1-2 days for Fed-Ex to arrive and pick up.
 
Taylor can ship to APO Addresses via USPS and that feature is enabled on our web site. We can also ship to Canada, however Taylor is not responsible for any additional tax or duties on any international shipment.
 
All quoted shipping prices as well as pre-paid freight orders constitute one (1) shipment and Taylor reserves the right to ship all orders complete unless noted and/or additional freight costs are paid for by the customer.
 
All on-site freight quotes come direct from the specific carrier and are subject to change by Taylor. If any freight cost is higher than what was quoted on www.TaylorSecurity.com, Taylor reserves the right to cancel the shipment.
 

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What are your Shipping Rates?

A: All shipping rates come straight from the carriers themselves (in most cases UPS & USPS). To determine the true shipping price for your order:
 
  • Find the product you are interested in on our web site.
  • Add it to your shopping cart.
  • Enter the ship-to zip code.
  • Select your carrier and shipping method.
 
 

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What will happen if I’m not there for my delivery?

A: Standard UPS & USPS shipping will leave your package for you if you are not there. Both carriers have an upcharge to require a signature, which must be requested immediately and paid for by the customer before Taylor ships your order.
 

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Do you ship complete?

A: Yes, all shipping prices and pre-paid freight orders constitute one (1) shipment, and Taylor reserves the right to ship all orders complete unless noted and/or additional freight costs are paid for by the customer. If stock items are ordered with non-stock items Taylor will ship the order complete unless a secondary freight payment is made by the customer.
 

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Do you partial ship?

A: All quoted shipping prices as well as pre-paid freight orders constitute one (1) shipment, and Taylor reserves the right to ship all orders complete unless noted and/or additional freight costs are paid for by the customer.

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Do you ship to Canada?

A: Yes we do ship to Canada and are set up to do so through our web site. Taylor Security is not liable for any additional tax or duties on any international shipment. It is also up to the customer to provide all necessary paperwork and documentation (including NAFTA Certificate of Origin) BEFORE placing the order. Failure to do so will delay the shipment; Taylor also reserves the right to collect payment if an abundance of material is requested.
 
Taylor would suggest always using USPS to ship to Canada (instead of UPS).
 

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Do you ship to APO Addresses?

A: Yes! Taylor Security does ship to all APO Address via USPS, and that feature is enabled on our web site. 
 

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What happens if you receive an error message while completing your order?

A: If you receive a "Fraud" error message it is because the billing address entered online does not match the billing address on your credit card account. Please contact your bank or credit card company to verify your billing and shipping information, as the billing address entered online must match your credit card account in order to be approved.

If you receive a "Declined" error message it is because there are insufficient funds in your account. Please contact your bank or credit card company to have the funds allocated and your credit card approved.

For any other issues, please contact Taylor Security at 1-800-676-7670 or e-mail us at Sales@TaylorSecurity.com.

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What is the best way to contact Taylor Security?

A: There are several ways to contact us. E-mail is the most direct way, and all e-mails can be sent to Sales@TaylorSecurity.com at any time. You can also reach us through the Contact Us Form on our web site, or via telephone during business hours, which are from 8 a.m. – 5 p.m. EST. Our toll-free number is 800-676-7670. You can also reach us by fax, 301-948-1029.

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Policies

What is your Return Policy?

A: We will gladly access returns if we are notified within 30 days of delivery. Please inspect your order upon receipt for damage and accuracy.

In order to expedite your return you must obtain a Returns Good Authorization Number (RGA#) by submitting your request via our online Return Form. No merchandise will be accepted for return without an assigned RGA# obtained from Taylor. Once issued RGA#’s are valid for 30 days and must be on the outside of every box sent back. Shipping Charges and Keying Charges are Not Refundable, and the customer shall pay all freight on returns, unless there is a defect or clear error on the part of Taylor. Any returned goods sent back without a valid RGA# will be refused and sent back at the customer’s expense.

Taylor Security takes the return process very seriously and is committed to expediting each and every return as quickly and efficiently as possible. Every returned item must be inspected for quality control and in order to allocate the appropriate time and resources Taylor charges restocking fees based on the type of item purchased.

- Stock Items: All items that are listed as “In Stock” on our web site have a 10% restocking fee.

- Non-Stock: All Non-Stock items have a 15% restocking fee.

- Made-to-Order: All Made-to-Order items have a standard 20% restocking fee that cannot be waived. Examples of Made-to-Order items include all Emtek & Omnia products, customer factory-ordered items and all padlocks, cam & drawer locks that are custom keyed (matched to an existing key number), master keyed or construction keyed.

Please note when shipping back your return that no credit will be awarded unless the returned items come back in saleable condition (including the original packaging), containing all factory-packed items and parts, and have not been installed. If there is any extraneous writing or tape on the factory-issued box the return will be refused and shipped back at the customer’s expense. Please use a secondary box to ship back your order, not the factory box that the product arrived in. The RGA number issued for your specific return needs to be written on the outside of all shipping boxes, which will make it easier to process your return faster. 

No deductions from payment will be allowed until the returned items have been inspected and a formal credit has been issued by Taylor. Any “defective” material is subject to be returned to the issuing factory for its inspection and, if then deemed defective by the manufacturer, no monies will be issued until the manufacturer credits Taylor for the defective merchandise. If the manufacturer finds no defect, or defect due to faulty use, installation or abuse, the item will be shipped back to the customer at their expense and no credit will be issued. All Close-out items are non-returnable. All submitted returns are processed by Taylor within 1-2 business days. Credits can take from one to 14 days to appear on your account depending on the issuing bank.

Taylor is not responsible for any labor costs, which occur as the result of the installation of wrong or defective parts. Taylor is not responsible for lost shipments, as those claims must be filed with the appropriate carrier.

To make sure you are credited in full for the items you send back please adhere to the following:

- All returned items must be in saleable condition.

- All items must be free of scratches, dents & defects, and all item parts must be present.

- Returned items cannot be installed.

- All items must come back in its original packaging with no extraneous writing, markings or labels on any of the factory issued boxes.

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What is your policy concerning shipment shortages?

A:  All shortages must be reported to TS&L within five (5) days of receipt of merchandise. Please check your order as soon as possible. Please check the packing slip to differentiate between shortages and backordered items. Also Taylor uses custom-made packing tape with our name and logo, if any different tape apears on your box (i.e., clear tape) please check all items for accuracy and damage that may have occured during shipping.

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What is your policy concerning damaged or defective items?

A: Any merchandise that is lost and/or damaged by the delivering carrier must be reported within 48 hours of receipt. Signing the delivery receipt will nullify the insurance on the order and constitutes receipt of the merchandise in good condition. It will be the purchaser’s responsibility to file the appropriate claim forms with the delivering carrier.
 
If shipping boxes are damaged please save and document for carrier inspection claim. Taylor packs all of its boxes with Red “Taylor Security & Lock” tape; if that tape is missing or has been compromised please report immediately, and save the damaged box for carrier inspection.
 
All “defective” material is subject to be returned to the factory for their inspection and, if deemed defective by the issuing factory, no monies can be issued until the manufacturer credits Taylor Security for the defective material.
 

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What is your Sales Tax policy?

A: Currently, Taylor Security is obligated to collect tax on all orders from and that either originate or ship to Maryland (MD), Virginia (VA) and the District of Columbia (DC).  We are not obligated to, and do not, collect sales tax on orders originating or shipping to destinations outside of MD, VA or DC.
 

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How can I purchase tax-free?

A: Currently, Taylor Security is obligated to collect tax on all orders that originate from and are shipped  to Maryland (MD), Virginia (VA) and the District of Columbia (DC).  If you order from MD, VA or DC and are tax-exempt please contact Taylor immediately and we can remove any tax charge from your order once we review your state-issued Resale Certificate and/or Seller’s Permit. 
 
If you set up an account on our web site please let us know if you are tax-exempt so we can make your account tax-free.
 

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What is your Privacy Policy?

A: By accessing or using the taylorsecurity.com Web site ("Site"), you agree to the terms of the Taylor Security Online Privacy Policy, as outlined below. If you do not agree to these terms, please do not access or use this Site. Taylor Security reserves the right to change the Online Privacy Policy from time to time at its sole discretion.
 
1. Personal Information.
When you engage in certain activities on this site, such as ordering or registering products, Taylor Security may ask you to provide certain information by filling out and submitting an online form. These activities are optional. If you engage in these activities, Taylor Security may ask that you provide us personal information, such as your first and last name, mailing address (including zip code), e-mail address, employer, job title and department, telephone and facsimile numbers, and other personal identifying information. When ordering products or services on the site, you may be asked to provide a credit card number. Depending upon the activity, some of the information that we ask you to provide is identified as required. If you do not provide the required data with respect to a particular activity, you will not be able to engage in that activity.
 
2. Protection of Personal Information.
This Site has security measures in place to protect the loss, misuse and alteration of the information submitted in connection with purchases made through the Site. Our secure server software (SSL) is the industry standard and among the best software available today for secure commerce transactions. It encrypts all of your personal information, including credit card number, name, and address, so that it cannot be read as the information travels over the Internet.
The personal information that you provide in connection with participating in a Taylor Security forum is protected by a password and unique customer ID selected by you. We recommend that you do not divulge your password to anyone. Any information that you post to a public bulletin board or chat room, such as a Taylor Security forum, is available to all persons accessing that area of the Site and Taylor Security has no control over their use or further dissemination of such information.
 
3. Your IP Address.
Taylor Security may use your IP address to help diagnose problems with its server, and to administer the Site. Your IP address may be used to help identify you and to gather broad demographic information about you. 
 
4. Use of Information.
Taylor Security uses your information to record and support your participation in the activities you select to participate in through the Site. If you order a product or service through the Site, the information may be used to fulfill the product or service order. If you enter a contest, information may be used to qualify the entry and contact you regarding the contest and any awards. The information that you provide also may be used to keep you informed about product upgrades, special offers, and other products and services of Taylor Security and selected third parties. If third parties are involved in fulfilling product or service orders, information may be disclosed to them to enable fulfillment.
Taylor Security may use demographic information collected through the Site to adapt the Site to the interests of users visiting the Site. This information may be shared with advertisers on an aggregate basis so that advertisements on the Site may be directed to the appropriate audience.
 
5. Use of Cookies.
A cookie is small amount of data that is transferred to your browser by a Web server that can be read only by the server that gave it to you. It serves to identify your computer to the Web server and can be used to record passwords, purchases, and preferences. It cannot be executed as code or deliver viruses. The Site presently does not use cookies, but may in the future use them.
Most browser software initially is set to accept cookies. You can set your browser to notify you when you receive a cookie, giving you the chance to decide whether or not to accept it. However, some Web pages that require access authorization may operate only if cookies are accepted. Users choosing not to accept cookies probably will not be able to access those pages. 
 
6. Trans-Border Transmissions.
When you submit personal information to Taylor Security on this Site, you understand and agree that this information may be transferred across national boundaries and may be stored and processed in any of the countries in which Taylor Security maintains offices, including without limitation, the United States. You also acknowledge that in certain countries or with respect to certain activities, the collection, transferring, storage and processing of your information may be undertaken by trusted vendors of Taylor Security.
 
7. Other Sites, Other Vendors and their Privacy Policies.
This Site may contain links to other Web sites. Taylor Security is not responsible for the privacy practices or the content of such Web sites or for the privacy policies and practices of third parties.
 

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What is your RFQ Policy?

A: Please e-mail Sales@TaylorSecurity.com to request a quote. RFQ Priority will always be given to established Taylor customers in good standing. Taylor also reserves the right to decline any RFQ request.
 
Please provide as much information as possible on all RFQ’s, including manufacturer, full & complete part number, quantity and any other pertinent information. Failure to do so will delay the RFQ process and, in most cases, prevent us from being able to quote.
 

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How can I tell the availability of items on your site?

A: At Taylor Security we strive to ship all orders in the quickest possible timeframe and all item pages on our site should list item availability. 
 
All “Stock” items should ship within 1-3 business days. All Non-Stock and Special Order items should list that item’s specific availability on-site. Emtek & Omnia are all special made-to-order and have a standard 8-10 working day lead time.
 
Please allow an extra 1-2 days for all orders that require custom keying (key work).
 
Our final daily carrier pickup is between 3-4 p.m. EST. All in-stock orders must be received by Taylor no later than 1 p.m. EST to ship same-day.
 

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What is the normal lead time for an order placed on your site?

A: Our goal at Taylor Security is to ship out every order the same day it’s received. However there are several varying factors:
 
  • Shipping: We have several carrier pick-ups throughout the course of the day, with the final pick-ups between 3-4 p.m. EST. All orders received by Taylor after 1 p.m. EST are subject to be shipped the next business day, including expedited orders. The reason being that all of our orders need to be processed, printed, pulled in the warehouse, triple-checked for accuracy, packaged, weighed, loaded on to the respective carrier trucks and ready to be shipped by 3 p.m. EST Monday through Friday.
  • Keying: Please allow 1-2 extra working days for orders to ship that have custom keying (key work). All of our in-house key work is on a first-come/first-serve schedule so we cannot guarantee same-day keying. A majority of our key work gets done at night by our staff of locksmiths and, in most cases, ships out the following day with the exception of extremely large keying jobs.
  • Special Orders: As a wholesale distributor Taylor stocks several lines and will always list product availability on-site. Some lines (such as Emtek & Omnia) are special made-to-order and have a standard lead time (in most cases 8-10 working days). Please check all on-site “Delivery” information for each specific line and item we carry.
  • Backorders: We specialize in getting you our products in as timely a manner as possible. On occasion, an item may not be readily available at any of Taylor’s warehouses nationwide, and must be backordered from the manufacturer. If any part of a stock order is backordered longer than 1 week Taylor will contact the customer directly. 
 

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What types of payment do you accept?

A: Orders can be placed on our site via credit card, including Visa, MasterCard, Discover & American Express. We can also accept payment through PayPal on our Shopping Cart Checkout Page.
 
In order to purchase via PO (Net Terms) you must fill out our Credit Application. Net Accounts must spend $5,000 a year to maintain open credit terms. References may be required when establishing new Net Accounts. We can accept checks if notified, please allow at least 5 working days for all checks to clear. We also can accept wire transfers of at least $2,000 minimum, however there is a $50 wiring fee ($75 for international orders). Please contact Taylor for all wire transfer information; customers are required to pay all wire transfer fees.

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How can I buy from you on Net Terms?

A: In order to purchase from us on Net Terms you must fill out our Credit Application in order to establish commercial credit terms. Once complete you can either e-mail (Sales@TaylorSecurity.com) or fax the application back to us at 301-948-1029. Net Accounts must spend $5,000 a year to maintain open terms. References may be required when establishing new Net Accounts. In some instances newly established Net Accounts might be required to pay half of the order total upfront on their initial orders.

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Do you accept Purchase Orders (PO’s)?

A: We can accept Purchase Orders (PO’s) from established Net customers.  In order to purchase from us on Net Terms you must fill out our Credit Application to establish commercial credit terms. Once complete you can either e-mail (Sales@TaylorSecurity.com) or fax the application back to us at 301-948-1029. Net Accounts must spend $5,000 a year to maintain open terms. References may be required when establishing new Net Accounts. In some instances newly established Net Accounts might be required to pay half of the order total upfront on their initial orders.
 

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How can someone become a Taylor customer?

A: There are several ways to become a Taylor Security customer.
 
1. Web Site Order: If you order from our web site (www.TaylorSecurity.com) and complete the transaction with a credit card payment the site will assign you a six-digit order number that begins with a “W” (i.e., W55555). All “T” orders will be listed under customer account number # 098, and all 098 Customers are Web Site customers that pay with credit card (03 Terms).
2. Web Customer Customer: If you order through one of our sale associates (not on our web site) and pay with credit card your order will be listed under customer account # 998. All 998 Customers are Web Site customers that pay with credit card (03 Terms), but do not order off our web site. Once entered your  order will be assigned a Taylor 6-digit Order Number, which will be filed under customer number # 998.
3. Net Terms (01 Terms): In order to purchase from us on Net Terms you must fill out our Credit Application to establish commercial credit terms. Once complete you can either e-mail (Sales@TaylorSecurity.com) or fax the application back to us at 301-948-1029. All Net customers will be assigned a new/unique Taylor Customer Number and will be permitted to purchase on Net (01) Terms. All Net Customers that would like to purchase from our site can set up a separate account on our web site, which we can then synch with your open Net Account. Once synched you can order from our web site via your Net Terms (and not have to pay with credit card at checkout).
 
The benefits of being an establish Net Terms customer with Taylor include purchasing via PO and not having to pay for every order with credit card. Taylor will also give priority to all established net customers on quotes and orders, and all past orders, quotes, PO's and key numbers will be saved in our system.
 

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What are the benefits of being a Taylor customer?

A: Customers that establish Open Accounts with Taylor will be entitled to the following benefits.
 
  • Specials: All established Taylor Customers will be eligible for all special promotions, discounts, features, etc., that non-Taylor customers will not have access to. 
  • Unique Customer Number: All Open (Net) Accounts will be given a new/unique Taylor Customer Number, under which all your activities will be filed including: orders, quotes, returns, contact information, ship-to locations, accounting, notes, etc. In addition to your sales order and delivery packing slip, you will also be sent a direct invoice after every order is shipped via either e-mail or fax. Having these features readily available via your own Taylor Customer Number will allow us to continually service you better.
  • RFQ Priority: Established Taylor Customers will be given first priority on all RFQ’s and, in general, all other order prioritie including shipping and keying.
  • Web Site: Taylor Net customers will also have the ability to purchase from our site under their Net Account, without having to use a credit card. In order to do so please contact Taylor once you have established your personal account on our site so we can then synch your Taylor Net Account.
 

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Can I request locks to be keyed to existing numbers (existing keys)?

A: Yes, you can request any lock be keyed to an existing key as long as it’s the same manufacturer and keyway, and is a valid key number. For most locks and cylinders you will be able to select the "Keyed Alike" keying option and can leave your key number request in the "Keying Notes" section. For most Master Lock padlocks we have created special order pages, where you can order Master padlocks keyed to match your existing locks.
 
http://www.taylorsecurity.com/search/?keyword=existing
 
Please Note: We do not have the capability to re-key most padlocks so all special orders (for Master Lock, American Lock & Abus) will likely have to be special factory ordered and has an average 2-3 week lead time. All special factory orders under case quantity have a 15% factory upcharge.
 

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What is your Close-out (Clearance) Policy?

A: Taylor Security will at times make certain items available as “Close-Out” (or Clearance), where we greatly reduce the price of an item due to inactivity, overstock, etc. All Close-Out items are on a first-come, first-serve basis and no Close-Out item can be guaranteed. All Close-Out Items are Non-Returnable.
 

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What is your Policy regard Special Factory Orders?

A: If you cannot find an item on our site chances are we do not stock that item and would have to special order it for you. You must be a registered customer with Taylor Security (in good standing) in order for us to place a special factory order for you, or to quote a special order. All non-registered Taylor customers must pay in full for all special orders prior to ordering. All special order quotes must be signed and returned and payment made in full before Taylor will special order any items. If not signed, verbal acknowledgements will signify agreement of the quote, as will credit card payment. Unless notified in writing with a time/date stamp, all items will be ordered per your Taylor quote.
 

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How do I change my order?

A: Any change to an order must be submitted in writing to Taylor Security. Customers can reply to their Order Notification E-mail or e-mail either Sales@TaylorSecurity.com or Service@TaylorSecurity.com with any change to an order. TAYLOR IS UNALBE TO CHANGE ANY ORDERS VIA VERBAL COMMUNICATION, ALL ORDER CHANGES MUST BE SUBMITTED IN WRITING.
 

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Can you “Special Order” products not listed on your web site?

A: Yes, as a wholesale distributor we have open purchasing agreements with over 100 manufacturers nationwide (for a list of our partner manufacturers see our Line Card). Contact Taylor Security via our Contact Us Form, e-mail (Sales@TaylorSecurity.com) or fax (301-948-1029) to request Special Order pricing.  Please observe the following ground rules in terms of Special Order pricing.
 
  1. Getting pricing and availability on Special Order items from manufacturers takes time, therefore we will give first priority to registered Net customers in good standing (to become a registered Net Customer please fill out our Credit Application). 
  2. In order to receive pricing & availability in a timely manner please include all pertinent information in your request, including complete part number (including function and finish), manufacturer, quantity and all other relevant information (including size, handing, voltage, etc.), as well as the ship-to location. Failure to include all product information will delay the quote request process.
  3. Taylor reserves the right to decline any quote request.
 

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Can Taylor “Second-Source” products?

A: Yes we can “Second Source” items for you. We have open accounts with over 100 manufacturers and distributors nationwide and are happy to secure the items you need. Sometimes we will require additional payment before we can Second-Source items and Taylor will contact you in this instance.
 

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What is the difference between “Special Order" and “Second Sourcing”?

A: “Special Orders” refer to Taylor purchasing items direct from the manufacturer that are not listed on our web site, while “Second Sourcing” refers to Taylor purchasing an item for you from another distributor.
 
The benefits of “Special Orders” is that Taylor gets items direct from the factory, at the lowest discounts possible.
 
The benefit of “Second Sourcing” is that Taylor can get items sent quickly (usually same-day) and not have to wait for the factory lead time
 

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What is your policy regarding fraud?

A: We take the usage of Fraudulent Credit Cards very seriously and are committed to working with local and national authorities to help persecute Fraudulent Credit Card users to the fullest extent of the law.
 
In doing so Taylor Security & Lock reserves the right to verify ANY credit card transaction. Most transactions that have different Ship-To and Bill-To information will need to be verified by the issuing bank. TAYLOR RESERVES THE RIGHT TO REFUSE ANY ORDER WHERE THE SHIP-TO ADDRESS IS NOT LISTED ON FILE WITH THE CREDIT CARD COMPANY. In order to avoid any delays please add all ship-to locations on all credit cards used at Taylor. Failure to do so will result in a delay and/or cancelation of your order. 
 

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Tax-Exempt Customers

If tax has been charged on a recent order and you are tax-exempt please contact Taylor immediately and we can remove the tax charge once we review your state-issued Resale Certificate and/or Seller’s Permit. Federal government and military purchases will not be required to show tax-exempt proof. If you are tax-exempt and set up an account on our site, please let us know so we can make your account tax-free.
 

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Will you modify an existing order if specified?

A: Yes, we will always do everything we can to fill your order per all of your specifications. However if we need to add any item(s) to you order we will need your credit card since we do not have access to that information. 
 
Any change to an order must be submitted in writing to Taylor Security. Customers can reply to their Order Notification E-mail or e-mail either Sales@TaylorSecurity.com or Service@TaylorSecurity.com with any change to an order. TAYLOR IS UNALBE TO CHANGE ANY ORDERS VIA VERBAL COMMUNICATION. ALL ORDER CHANGES MUST BE SUBMITTED IN WRITING.
 

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Product

What is a companion group?

A: A companion group is a list of items that are optional, related, or required to work with the selected product.

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How do I determine the handing of a door?

A: To properly determine the handing of a door stand on the OUTSIDE of the door, FACING the door and whatever side the hinges are on is the handing of that door. The swing of the door is irrelevant.
Most knobs are not handed and can fit on both left- and right-handed doors. Levers generally do require handing (LH or RH), though residential manufacturers (Kwikset, Schlage, Dexter) now make reversible levers in Passage, Privacy and Entry function; Dummy Levers usually need to be handed (LH or RH), as do all Lever Interior Packs. Emtek & Omnia levers are generally always handed.
 
 
Interior Pack Levers: The above Handing Diagram applies to handing Interior Pack Levers as well. If you are standing on the OUTSIDE of the door, facing the door and the hinges are on the LEFT then you would require a LH Interior Pack (DO NOT HAND FROM THE INSIDE OF THE DOOR).
 

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What is the backset of a latch?

A: The backset is the distance from the edge of the door to the center line of the door prep (hole). There are two common backsets for cylindrical door locks, 2-3/8” and 2-3/4”. Dummy sets are surface mounted and do not require a latch.
 
Kwikset & Schlage Residential will come with adjustable latches (2-3/8” or 2-3/4”); Emtek and Omnia use fixed latches (non-adjustable). All commercial latches are also fixed (non-adjustable) and you must select either 2-3/8” or 2-3/4”.
 
Mortise Locks generally have backsets of 2-3/4".
 

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What are the different functions of a lock?

A: The main functions of Residential Locks are below:
 
  • Passage: Hall / Closet – Both Knobs/Levers Always Free.
  • Privacy: Bedroom / Bathroom – Both Knobs/Levers locked or unlocked by thumbturn (inside) or emergency key (outside).
  • Single Dummy: Single-Sided, Surface Mounted Knobs/Levers screws into door.
  • Keyed Entry: Both Knobs/Levers locked or unlocked by key (outside) or turnbutton (inside).
 
Additional Commercial Functions include:
 
  • Office / Entry: Pushbutton Locking. Pushbutton locks outside Knob/Lever until unlocked with key or rotating inside lever.
  • Classroom: Outside Knob/Lever locked and unlocked by key. Inside lever always unlocked.
  • Storeroom: Outside Knob/Lever fixed (locked). Entrance by key only. Inside lever always unlocked.

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What are the different keying options for locks?

A: Most locks we sell will come keyed 1-of-5 ways:
 
  1. Keyed Different: A different (random) individual key operates each cylinder. No two locks are keyed the same.
  2. Keyed Alike: 1 key works all locks.
  3. Master Keyed: All locks are Keyed Different (KD), but 1 Master key opens all locks.
  4. Construction Keyed: A temporary master key used primarily by builders that is immediately voided (locked out) when the home owner turns his key for the first time.
  5. 0-Bitted: All cylinders come pinned and keys cut to code #00000, which allows for easy re-keying.
 

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Can you re-key locks?

A: Yes, we can re-key most all cylindrical and mortise locks. We have an experienced team of locksmith professionals that can re-key most all cylindrical, mortise and IC Core cylinders.
 
Except where noted, however, we cannot re-key most padlocks. Custom keying on Padlocks on most Master Lock, American Lock & Abus padlocks must be done at the respective factories.

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Can you re-key locks to my existing key?

A: Yes, we can re-key most cylindrical, mortise and IC Core cylinders to match to an existing key. To do so we would need to know the bitting of the key, the factory key number (which is usually stamped onto the key), or would need an actual copy of the key, which can be mailed to Taylor at 8577 Atlas Drive, Gaithersburg, MD 20877.
 
Except where noted, however, we cannot re-key most padlocks as custom keying on Padlocks must be done at the respective factories (i.e., Master Lock, American Lock & Abus).
 

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What locks can be keyed alike?

A: In order for locks to be Keyed Alike they must contain the same cylinder keyway. For instance, our Schlage Residential locks come stocked with Schlage “C” (SC1) keyway, while Kwikset Residential  comes standard with “KW1” keyway. The Schlage “C” keyway and Kwikset “KW1” keyway cannot be keyed alike. Also if you have a Schlage Everest (C123) keyway, it cannot be keyed alike to the Schlage “C”. Emtek & Omnia come standard with Schlage “C” keyway.

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What are the different grades of locks?

A: To help identify the quality and durability of locksets and deadbolts, the American National Standards Institute (ANSI) has established three grades or standards for door locks. Each product must pass a series of operational and security tests.
  • Grade 1 - Meets commercial building requirements. Provides the best residential security available. Grade 1 Knobs = 800,000 cycles, 6 door strikes, 360 pound weight test. Grade 1 Deadbolts = 250,000 cycles, 10 door strikes (hammer test).
  • Grade 2: Meets light commercial and exceeds residential building requirements. Exceeds standard residential security requirements. Grade 2 Knobs = 400,000 cycles, 4 door strikes, 250 pound weight test. Grade 2 Deadbolts = 150,000 cycles, 5 door strikes (hammer test). 
  • Grade 3 - Meets residential building requirements only. Provides minimal residential security. Grade 3 Knobs = 200,000 cycles, 2 door strikes, 150 pound weight test. Grade 3 Deadbolts = 100,000 cycles, 2 door strikes (hammer test).
 

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What is an Interior Pack?

A: An Interior Pack is the inside Knob or Lever design + Deadbolt that fits on the inside (interior) of a residential front door Handleset (exterior). All Schlage, Emtek, Kwikset & Dexter Handlesets are sold “Less Interior Pack” so that the customer can match any style Handleset (in any finish) for the exterior of the door, and combine with any knob or lever style (in any finish) for the interior of the door. When choosing an Interior Pack you must combine a Handleset + Interior Pack from the same vendor (i.e., Schlage-to-Schlage or Kwikset-to-Kwikset), in the same function. When purchasing Handlesets from our site we will display the matching Interior Packs as “Companion Items”.
 

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What is a Cylindrical Lock?

A: A Cylindrical Lock is one in which two holes are bored, perpendicular to one another, into the door. A large hole is bored into the door face and a smaller crossbore hole is bored into the door edge. By contrast a Mortise is installed in a pocket of the door and only the face plate and trim is exposed.

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What is a Mortise Lock?

A: A Mortise Lock pertains to a method of installation in which only the face plate and trim of a lock is exposed. The lock case is installed in a pocket in the door or drawer. 

By contrast a cylindrical lock is exposed and installs through a bored hole in the door.

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How accurate are the product finishes on your site?

A: Most of the product pictures on our site come direct from the manufacturers themselves. While we try and post pictures that are as true to their natural appearance as possible ... unfortunately not all finishes translate exactly the same over the Internet. So please be aware that due to the natural differences and limitations of computer displays, product finishes may not always exactly match as shown on your computer screen. 

Also please note that Oil Rubbed Bronze finish is a "Live" finish, and will continue to change over time. In addition there is no standard Oil Rubbed Bronze finish and it will vary from manufacturer to manufacturer. 

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How come some Oil Rubbed Bronze locks look different than other Oil Rubbed Bronze locks?

A: Oil Rubbed Bronze finish is a "Live" finish that will change over time. Unlike other finishes (like Brass or Chrome) there is not a standard Oil Rubbed Bronze finish, instead it's a manufactured process that is applied over brass. This is why there are different shades of Oil Rubbed Bronze and why no two Oil Rubbed Bronze finishes will be ever truly be the same. That process will vary even more from manufacturer to manufacturer ... chances are that an Oil Rubbed Bronze lock from one manufacturer will not look exactly like an Oil Rubbed Bronze lock from another manufacturer. 
 
In addition while most of the product pictures on our site come from the manufacturers themselves, unfortunately not all finishes translate exactly the same over the Internet. So please be aware that due to the natural differences and limitations of computer displays, product finishes may not always exactly match as shown on your computer screen. 

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Do you buy direct from Schlage?

A: Yes, we buy direct from Schlage and stock several lines of Residential and Commercial Grade Schlage Locks. 

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Do you stock Schlage Locks?

A: Yes, we buy direct from Schlage and stock several lines of Residential and Commercial Grade Schlage Locks. Our Residential Schlage consists of:
 
Residential: We stock the F-Series Knobs, Levers & Handlesets. 
Schlage Knobs: Andover Knob, Georgian Knob, Orbit Knob, Plymouth Knob, Siena Egg Knob. 
Schlage Levers: Accent Lever, Flair Lever, Callington Lever, Champagne Lever, Latitude Lever, Manhattan Lever, St. Annes Lever, Merano Lever, Avanti Lever, Avilla Lever, Birmingham Lever, Elan Lever, Jazz Lever, and the FE575 & FE595 Electronic Levers.
Schlage Handlesets: Plymouth Handleset, Century Handleset, Camelot Handleset, Addison Handleset, Wakefild Handleset. 
Schlage Deadbolts: We stock the Schlage B60 Deadbolt, B660 Deadbolt, B560 Deadbolt, B80 One-Sided Deadbolt, and the BE365 Electronic Deadbolt.
 
Our Commercial Schlage consists of:
 
Schlage S-Series: Grade 2 Light Duty Commercial Levers (Saturn, Jupiter, Neptune Levers).
Schlage A-Series: Grade 2 Light Duty Commercial Knobs (Orbit & Plymouth Knobs, Levon Lever).
Schlage AL-Series: Grade 2 Light Duty Commercial Levers (Thru-Bolted): Saturn, Jupiter, Neptune Levers.
Schlage D-Series: Grade 1 Heavy Duty Knobs (Orbit & Plymouth Knobs).
Schlage ND-Series: Grade 1 Heavy Duty Levers (Rhodes, Sparta, Athens Levers).
Schlage L-Series: Grade 1 Mortise Locks.
 

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How can I get in touch with Schlage?

A: Schlage’s toll-free number is 800-847-1864. Their web site is: www.Schlage.com

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Do you buy direct from Kwikset?

A: Yes, we buy direct from Kwikset and stock nearly their complete line of Residential Locks, Pocket Door Locks, as well as their new Grade 2 Commercial Levers.  

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Do you stock Kwikset Locks?

A: Yes, we buy direct from Kwikset and stock nearly their complete line of Residential Locks, Pocket Door Locks, as well as their new Grade 2 Commercial Levers. Our stocked Kwikset items consist of:
 
Kwikset Knobs: Cameron Knob, Hancock Knob, Laurel Egg Knob, Abbey Knob, Circa Knob, Copa Knob, Cove Knob, Juno Knob, Phoenix Knob, Polo Knob, Tylo Knob. 
Kwikset Levers: Lido Lever, Ashfield Lever, Commonwealth Lever, Tustin Lever, Balboa Lever, Katara Lever, Austin Lever, Avalon Lever, Brooklane Lever, Delta Lever, Dorian Lever, Pembroke Lever, Vedani Lever, and the new 911 Series Electronic Entry Lever.
Kwikset Handlesets: Chelsea Handleset, Ashfield Handleset, Arlington Handleset, Hawthorne Handleset, Amherst Handleset, Wellington Handleset, Austin Handleset, Avalon Handleset, Bellview Handleset, Dakota Handleset, Shelburne Handleset, Tavaris Handleset, and the new Montara Handleset.
Kwikset Deadbolts: We stock the Kwikset 660 Deadbolt, 780 Deadbolt, 980 Deadbolt, 909 SMT Electronic Deadbolt, and the new 980AU Austin Deadbolt & 993 Decorative Deadbolt in Round and Square design. We also now stock the 910 Series with Z-Wave.
 

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What is the Handing Diagram?

handing_diagram

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How can I get in touch with Kwikset?

A: Kwikset’s toll-free number is 800-422-4278. Their web site is: www.Kwikset.com

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Do you buy direct from Master Lock?

A: Yes, we buy direct from Master Lock and stock nearly their complete line of Keyed Padlocks, Combination Padlocks, Locker Locks, Hasps & Hasp Locks, Chain & Cable Locks, Gun, Bike & Car Locks, as well as high security Pro Series & Safety Series Padlocks.

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Do you stock Master Lock locks?

A: Yes, we buy direct from Master Lock and stock nearly their complete line of Keyed Padlocks, Combination Padlocks, Locker Locks, Key Storage Locks, Hasps & Hasp Locks, Chain & Cable Locks, Gun, Bike & Car Locks, as well as high security Pro Series & Safety Series Padlocks. The most popular items from each line consist of:
 
  • Keyed Padlocks: Nos. 1 Series, 3 Series, 5 Series & 7 Series Keyed Padlocks, No. 40 Series Disk Padlocks, Economy Brass Padlocks: Nos. 120, 130, 140, 150, 4120, 4130, 4140, 4150 Series.
  • Combination Padlocks: No. 1500, Nos. 175, 175LH, 176 & 176LH Brass Padlocks, No. 178 Construction Padlock, Nos. 620 & 630 Luggage Locks, No. 4680 TSA Padlocks. 
  • Locker Locks: No. 1525 Locker Padlock, No. 1630 Locker Lock.
  • Key Storage Locks: No. 5400 Key Storage Lock, No. 5401 Wall Mounted Key Storage.
  • Hasp & Hasp Locks: No. 6270 Van Lock, No. 770 Hasp, No. 475 Hasp Lock.
  • Pro Series: Nos. 6121 & 6230 Keyed Pro Series Padlocks; Nos. 1174, 1175, 1177, 1178, 1175LH, 1175LHSS Pro Series Combination Padlocks.
     

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How can I get in touch with Master Lock?

Master’s toll-free phone number is 1-888-878-9952, and it's web site is www.MasterLock.com
 

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Can we request Master Lock padlocks to be keyed alike to our existing keys?

A: Yes, you can request Master Lock padlocks to be keyed alike to your existing keys. Most custom padlock keying requests will have to be special ordered at Master Lock with a lead time of 2-3 weeks.  For most Master Lock padlocks we have created special order pages, where you can order Master Lock padlocks keyed to match your existing locks.

http://www.taylorsecurity.com/search/?keyword=existing

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I lost the combination to my padlock, can you help?

A: Unfortunately we are unable to provide lost combinations to padlocks that were not directly bought from Taylor Security.
 
But… we can help you find your old combinations. Below is a link to Master Lock’s web site that outlines their procedure for recovering lost combinations:
 
 
Master’s toll-free phone number is: 1-888-878-9952.
 

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Do you buy direct from American Lock?

A: Yes, we buy direct from American Lock and stock nearly their complete line of Keyed Padlocks & Combination Padlocks, as well as their Hasps & Hasp Locks.

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Do you stock American Lock locks?

A: Yes, we buy direct from American Lock and stock nearly their complete line of Keyed Padlocks & Combination Padlocks, as well as their Hasps & Hasp Locks.  

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Do you buy direct from Abus?

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Do you stock Abus Locks?

A: Yes, we buy direct from Abus Lock and stock nearly their complete line of Keyed Padlocks, Combination Padlocks, Key Storage Locks, and Hasps & Hasp Locks.

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Can we request Abus padlocks to be keyed alike to our existing keys?

A: Yes, you can request Abus padlocks to be keyed alike to your existing keys. Most custom padlock keying requests will have to be special ordered at Abus with a lead time of 2-3 weeks.  Please note all on-site Special Order instructions, which in most cases require you to Reply to the Confirmation E-mail with all custom keying requests. Also Please Note, The prices listed on our web site are for in-stock (stocked) padlocks. Prices for specialized keying orders could change from the prices listed on our site if the order is under "Abus Carton Quantity", which varies from padlock to padlock. 

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Do you buy direct from Emtek?

A: Yes, we are a registered Emtek dealer and buy direct from Emtek. Since all Emtek is all made-to-order we do not stock any Emtek products, and instead special factory order all items. Standard factory lead time is 8-10 working days.

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Do you stock Emtek Locks?

A: No. Since all Emtek is all made-to-order we do not stock any Emtek products, and instead special factory order all items. Standard factory lead time is 8-10 working days.

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Do you buy direct from Simplex?

A: Yes, we buy direct from Simplex and stock several of their top-selling lines, including the 1000 Series Pushbutton Lock with Knob, the L1000 Series Pushbutton Lock with Lever, and the 5000 Series Pushbutton Lock.

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Do you stock Simplex Locks?

A: Yes, we stock nearly all of Simplex’s top-selling lines, including the 1000 Series Pushbutton Lock with Knob, the L1000 Series Pushbutton Lock with Lever, and the 5000 Series Pushbutton Lock.

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Do you sell Assa Abloy products?

A: Yes, we are a leading Assa Abloy distributor and stock and sell many of Assa’s product lines, including: HES, Folger Adam, Corbin Russwin, Yale, Sargent, Norton, Rockwood, Rixson & Securitron.

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Do you sell Allegion (formerly Ingersoll-Rand) products?

A: Yes, we are a leading Allegion distributor and stock and sell many of Allegion’s product lines, including: Schlage, Falcon, LCN, Ives, Glynn-Johnson & Von Duprin.

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What is the difference between a Fail Safe lock and a Fail Secure lock?

A: Fail-safe lock - An electric lock that automatically unlocks with any power interruption. 
Fail-secure lock - An electric lock that requires power to unlock.
 

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Difference between Abus and Master Lock Key Numbers?

A: Master Lock has access to thousands of key numbers with few keyways. Depending on the key number, it may or may not be available for that keyway. The easiest way to verify is to contact Master Lock at 1-800-308-9244 and confirm if a key number is available for that keyway and padlock.

Abus Padlocks uses different keyways with every lock and only keeps selection of a few different key numbers. It's very possible padlocks within the same series will have different keyways and cannot be keyed alike to each other. The easiest way to verify is to contact Abus at 1-800-352-2287 and confirm if a key number is available for that keyway and padlock.

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What is your Kaba Mas Return/Defective Policy?

A: Mas Hamilton Return Policy: Mas Hamilton products cannot be returned once they have been opened and the factory seal of the box has been broken. To return unopened Mas Hamilton products please fill out the Return Form on our web site (http://www.taylorsecurity.com/service/return-form/) to obtain an RGA# you can use to send back.
 
Mas Hamilton Defective Policy: All Mas Hamilton defective items must first be approved by a factory representative. Please contact Taylor Security so we can put you in touch with a Mas Hamilton factory representative, who will walk you through the issue. If the lock is deemed defective by the factory, Taylor Security will send an equal to new (ETN) replacement once we recieve back the defective unit. If the factory determines that the lock has been damaged and is not defective, the customer can still send back to the factory for repairs. All expenses incurred for repairs will be paid for by the customer in advance. Any Mas Hamilton item that is sent back to Taylor Security without following the above policies will be returned to the customer at their own expense.
 

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What is a Master Key?

A Master Key is a key that matches all Master Keyed (MK) padlocks. When you order a MK or KAMK padlock, these specific keys will open all requested padlocks. If this key is ordered with locks that are not MK or KAMK, cut keys to match the ordered padlocks will be sent instead.

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