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Return and Shipping Policy

Return and Shipping Policy

Exchanges

Free Exchanges

  • Exchanges are free. Items must be unused, in original condition, and include all original packaging and tags.
  • We do not offer cross-shipping. Exchange items ship after we receive and inspect your return.
Refunds

Returns for Refund

  • Accepted within 15 days of the shipment date.
  • 15% restocking fee applies to non-defective returns.
  • Original shipping is non-refundable. If your order qualified for domestic free shipping (orders over $99), our actual outbound shipping cost will be deducted from the refund.
  • Customer pays return shipping on non-defective returns.
Shipping

Shipping Policies & Delivery Terms

  • Free Shipping: Orders over $99 ship free within the contiguous United States only. This applies to standard ground shipping and excludes Alaska, Hawaii, U.S. territories, and all international destinations.
  • No free international shipping: All international orders are subject to full shipping charges, duties, taxes, customs fees, and brokerage costs. These are the responsibility of the customer.
  • Carrier selection: We ship using UPS, FedEx, USPS, DHL, or other carriers at our discretion based on size, weight, destination, and service level.
  • Order processing: Most orders ship within 1–2 business days after payment clears, unless otherwise noted on the product page.
  • Transit times: Delivery times are estimates provided by the carrier and are not guaranteed.
  • Address accuracy: Customers are responsible for providing a correct and deliverable shipping address. Address changes after shipment may not be possible.
  • Refused or undeliverable packages: Treated as returns. Original shipping, return shipping, and restocking fees will be deducted from any refund.
  • International customs: Customs processing times vary and are outside our control. Delivery dates for international orders cannot be guaranteed.
  • Partial shipments: Orders containing multiple items may ship separately depending on availability.
  • Title & risk of loss: Title and risk of loss transfer to the customer once the shipment is tendered to the carrier (see Additional Terms).
How to Return

RMA (Return Merchandise Authorization)

  1. Request an RMA by contacting us with your order number, item(s), condition, and reason for return.
  2. Wait for approval & instructions. Unauthorized returns may be refused.
  3. Pack securely. Ship in a sturdy outer carton—do not ship only in the retail box.
  4. Label the box with your RMA number. Include all accessories, manuals, and inserts.
  5. Ship to the address below.
Ship To
RMA #:
Lockey Store
Attn: Returns Department
1660 Alum Creek Dr
Columbus, OH 43209
Write your RMA # clearly on the outer box.

Risk of loss remains with you until delivered to our warehouse (see Additional Terms).

Condition

Packaging & Condition Requirements

  • Return items exactly as received: all original packaging, tags, accessories, manuals, hardware, and inserts.
  • Protect retail packaging by shipping inside a sturdy outer box with padding.
  • Missing/damaged packaging, parts, or excessive wear may result in a reconditioning deduction or denial.
Damaged Shipments

Damaged in Transit

Inspect your order upon delivery. If damaged, notify us within 48 hours and include:

  • Photos of the item, inner/outer packaging, packing materials, and the shipping label.
  • A brief description of the damage.

We’ll file the carrier claim and advise next steps. Keep all packaging until the claim is resolved.

Warranty

Defective, Warranty & Manufacturer Support

  • We do not manufacture products and do not provide our own warranty.
  • Manufacturer warranty is product-dependent and may or may not be offered. Contact us for item-specific coverage details.
  • If you believe your item is defective, contact us first—we’ll help troubleshoot and connect you with the manufacturer.
Payouts

Refund Method & Timing

  • Refunds are issued to the original payment method after inspection.
  • Please allow up to 5 business days from warehouse receipt, plus your bank’s posting time.
  • Refunds reflect all applicable deductions (restock fee, outbound shipping on “free ship” orders, reconditioning if applicable).
Legal

Additional Terms to Protect Both Parties

  • Risk of loss / title: Risk of loss passes to the carrier when we tender the shipment. For returns, risk of loss remains with you until delivered to our warehouse.
  • Refused or undeliverable packages: Treated as a return; original and return shipping costs plus the restocking fee will be deducted from any refund.
  • Suspected fraud or abuse: We may refuse a return/exchange or require additional verification.
  • Policy updates: This policy may be updated without notice; the version posted at the time of your request will apply. Our Terms of Sale govern in case of conflict.