1 - I lost the combination or keys to my safe. What do I do?
For your protection, the most important aspect of this process is for us to verify the true ownership of the safe. Please go to the
COMBINATION/KEY REQUEST section of this website and follow the instructions. Once completed, fax or mail the forms to us for processing, there is a $25.00 charge for this service.
2 - What kind of battery do I use in my electronic lock?
High security electronic safe locks are very sensitive to battery power. All of our safe locks require a 9-volt ALKALINE ENERGIZER® or DURACELL®. Most likely, your lock will not operate properly if a battery other than this is used.
3 - What do I do if my electronic lock drains my battery quickly?
If the correct battery is installed (9-volt ALKALINE ENERGIZER® or DURACELL®), the battery should last about six (6) months with normal operation. If your battery fails within a week, contact our Technical Service Department at 469-735-4901.
4 - How do I replace the battery in my electronic lock?
Click on the link BATTERY INSTALLATION and select your electronic lock and follow the instructions. Make sure you use only a 9-volt ALKALINE ENERGIZER® or DURACELL® battery.
5 - If my battery goes dead, will I lose my combination?
No, you will not lose your combination. The combination is retained in the lock even after power is lost. Simply install a new battery and operate the lock in a normal manner. Make sure you only use a 9-volt ALKALINE ENERGIZER® or DURACELL® battery.
6 - How do I change the combination in my electronic lock?
Click on the link LOCK INSTRUCTIONS and select your electronic lock. Select the lock that is installed on your safe and follow the instructions to change your combination.
7 - Can I change the combination in the mechanical (dial) lock?
No, you cannot change the combination. High security mechanical locks require special tools and lock expertise to change the combination. Please contact a licensed Safe Technician in your area and they will change your combination for a nominal fee.
8 - I enter my code in the electronic lock and I get 5 “beeps”, and the lock will not open.
The 5 “beeps” indicates that the lock does not recognize the code you entered as being valid. Verify your code and enter it again. If the lock still does not open, please go to the COMBINATION/KEY REQUEST section of this website, and follow the instructions. Once completed, fax or mail the forms to us for processing, there is a $25.00 charge for this service.
9 - I enter my code in the electronic lock and I get 2 “beeps” and safe will not open. I enter it again, and get 2 “beeps” and safe is locked out.
2 “beeps” in succession is consistent with the lock not recognizing your code and the safe is locked out. Please contact our Technical Service Department for assistance at 469-735-4901.
10 - Can I buy more keys for my eVault safe?
Keys can be ordered directly through us. Please go to the
COMBINATION/KEY REQUEST
section of this website and follow the instructions. Once completed,
fax or mail the forms to us for processing, there is a $25.00 charge for
this service.
11 - Can I switch a mechanical (dial) lock to an electronic (push-button) lock after I have purchased the safe?
Yes, contact a local safe technician who can perform this service for you.
12 - Where can I find a copy of my Owner's Manual?
CLICK HERE to get a copy of your Owner's Manual.
13 - How can I prevent dampness or moisture in my safe?
It is important to know that the safe will take on the climate that it is in. If you do have a problem with moisture, you will need to install a dehumidifier.
14 - Do I need to bolt down my safe?
Yes, it is very important that you bolt down your safe. For added security, your safe must be bolted down. A bolted down safe cannot be knocked over and helps prevent break-in.
15 - How do I bolt down my safe?
CLICK HERE to see bolt down instructions.
16 - Where can I find my serial number?
Your serial number can be found in one of three (3) different places on the outside of the safe, depending on when it was made. Looking at the front of the safe, check down in the bottom right hand corner. If it is not there, look around the corner from the hinges, on the right hand side, down toward the bottom. The last place to check is on the back of the safe. Sometimes this is easiest done with a mirror and flashlight. It would be on the upper left hand corner. Remember, the serial number of your safe is also on the inside of door as well.
17 - How do I get into my safe after a fire or burglary attack?
If your safe is in a fire or burglary attack, please download the DAMAGE SAFE FORM fill it out and follow the instructions. Do not be alarmed if your keypad has melted off, or if you see the Palusol® seal expanded. It is designed to expand in a fire to seal the safe off. Contact us so that we can contact a locksmith to come and gain entry to your safe and get started on getting your replacement.
18 - What are your customer service hours?
Winchester Safes is available to serve you Monday thru Friday, 7am to 5pm Central Standard Time, except on Holidays. Remember that you can access our website 24 hours a day, 7 days a week, 365 days a year for answers to many frequently asked questions, forms, and manuals.
19 - How does the Lifetime Warranty differ from the Extended Lock Warranty?
The Lifetime Warranty is applicable to the original owner and
it warrants against fire and burglary, as well as any defects with
materials or workmanship. The lock has a one (1) year warranty (from
date of purchase), but you may purchase the Extended Lock Warranty on the lock for an additional nine (9) years of coverage.
20 - Do the safes that you manufacture meet the California DOJ requirements?
Yes, all of our safes and locks are UL Listed. UL List supersedes the California DOJ requirements for safes.
21 - Where can I buy your products?
Go to Find A Dealer at the top of the page to locate a dealer in your area or purchase online on our website.
22 - How do I clean my safe?
Our safes come with a durable, attractive powder coat finish. You can wipe it down with a good quality glass cleaner. The interior can be swept out with a dry brush or small broom.
23 - How private is the personal information I provide on your website?
Any form that you fill out on our website (Warranty Registration, Extended Lock Warranty Coverage, Combination Request, etc.) is extremely secure. We do not sell, distribute, or reveal the personal information you provide.
24 - What if someone takes my keypad? Can they get into my safe?
No, they will not have access to your safe. The keypad is just a power source that transmits the combination to the lock inside the safe. Your code is stored in the lock body on the inside of the safe. Even if someone puts a new keypad on your, safe they will not be able to open your safe without your combination.
25 - What is the factory code on an Electronic Lock?
Every safe is programmed with 1-2-3-4-5-6 as the code.
26 - Do I need to change my code from 1-2-3-4-5-6?
Yes! You must change your combination from the factory code.
27 - My mechanical dial is becoming increasingly difficult to open. It sometimes takes 5 or 10 times for me to get it open. Is my lock failing?
Your lock is not failing. You need to drop the middle number of your combination down by one digit. For example, if your combination is 10-20-30 you will dial 10-19-30.
28 - Should I service my safe?
Your safe does not require any service to it. The best thing you can do is keep a fresh 9-volt Energizer® or Duracell® battery around in case your battery gets low.
29 - How long will it take for me to receive my order if I order a safe on-line?
We will communicate the shipping time on all orders directly to you.
30 - Which methods of payment do you accept?
Visa, Mastercard, and American Express
31 - Can my order be shipped to a P.O. box?
No, sorry for any inconvenience, but UPS, FedEx and long haul truckers will not ship packages to P.O. boxes.
32 - Can I place my order over the phone?
Yes, you can place an order over the phone. Please call our Customer Service Department at 469-735-4901, Monday thru Friday, 7 am – 5 pm Central Standard Time, except Holidays or purchase on-line from our store.