FAQ
Q: How do I open my box for the first time?
A: The default combination for all of our products is 000. To open, make sure the combination is set to the default and slide the square button away from the numbers. Instructions on how to set your new combination can be found inside the box or here: https://www.vaultz.com/vaultz-combination-lock-instructions/
Q: Can I still open my box if the security tab is missing?
A: The plastic safety tab ensures the combination stays at the default during shipping. Removing the tab will not impact your ability to open the box and set a new combination. If your new box arrived without a safety tab, you may have received a returned item with a combination already set. In that case, we recommend requesting an exchange from the place where it was purchased.
Q: My box is not opening on the correct combination. What can I do?
A: To open the box, we recommend trying the original 000 combination it came set at to see if this will still open it. If this does not work, we suggest trying combinations that are similar to the original in case the combination was accidentally nudged up or down a number. For example, if your lock was set to “444” you can try “445” or “443” and so on. You may also try using a little more force to open the box; these products are durable, so sliding the square button harder will not break the lock. If the above suggestions do not work, the only way to open the box will be to remove the lock. (Since these are security products, we don’t have universal reset codes) This can be done by wedging a tool such as a flat head screwdriver between the lock and the box to pull the lock off.
Q: Is there a factory reset code for your combination locks?
A: As these are security products, there is no factory reset for our combination locks. Once the combination is changed from 000 to your new number, access to the box is now limited to that number. Without the correct combination, the only way into your box will be to remove the lock. This can be done by wedging a tool such as a flat head screwdriver between the lock and the box to pull the lock off. Vaultz is not responsible for lost or forgotten combinations.
Q: Do you offer custom made items?
A: For large wholesale orders, we may be able to customize certain items- please fill out your information at https://vaultz.com/wholesale A sales representative will be in touch shortly after with further information.
Q: The latch is stuck in the open position. Can this be fixed?
A: Yes. The latch can only be depressed into the closed position when the dials are set to your correct combination. For example, if your code is 444, you must center the dials on 444 before the latch will shut. Once closed, scramble the numbers to lock it.
Q: What are your hard cases made of?
A: All Vaultz cases are constructed with an MDF (medium-density fiberboard) wood core wrapped in a durable PP (Polypropylene) laminate. Our laminate is fully Prop 65 approved and is a safe, non-toxic alternative to standard vinyl/PVC. The case is finished with chrome-reinforced corners and metal rails for superior durability.
Q: Do you offer bulk discounts for clinics, schools, or senior living facilities?
A: Yes! Enter the discount code VZMedicine at checkout to receive 15% off your order when purchasing 10 or more Medicine Cases. If your organization is tax-exempt, please send your tax-exempt certificate to support@btr-llc.com to confirm your status on our website.
Q: What is your shipping timeline and policy?
A: Vaultz offers free standard shipping on orders above $50 (shipped within the continental US). Orders typically arrive in 5–9 business days. We also offer 2-day Express and Next-Business-Day shipping for orders placed before 12:00 PM EST (Monday–Friday).
Q: How do I return a product I bought from your website?
A: We offer free returns within 30 days of purchase for orders placed directly through our website. Please email support@btr-llc.com with your order number to request a prepaid shipping label. Once received, your refund will be processed in 5 business days. (Note: Combination lock products must have their plastic safety tab intact and woven through the numbers to be eligible for a return.)
Q: What is your replacement policy for defective items?
A: We are happy to provide our customers with a free replacement for defective items purchased directly from our website within sixty (60) days of purchase. Please send an email to support@btr-llc.com with your order number, a brief description of the defect, and photos of the issue. Replacements typically arrive in 5–7 business days.
Q: How do I set up a wholesale partner account?
A: To apply for bulk-pricing portals or distributor status, please visit the Wholesale Inquiries Page and submit the brief inquiry form. One of our sales representatives will contact you shortly to guide you through onboarding.
Q: My organization is tax-exempt. How do I register tax-exempt status?
A: Send an email to support@btr-llc.com with your account details and your state tax-exempt certificate. A sales associate will review your documents and update your profile to exempt status shortly.
Q: What kind of warranty do you offer on Vaultz products?
A: While we stand behind the durability of our products, we do not offer an extended manufacturer warranty. Direct website purchases are covered by our 30-day return policy and 60-day replacement policy for manufacturer defects. For purchases made at other retailers (like Amazon, Walmart, or Target), all returns and exchanges must be processed directly through them.
Q: Are you able to ship internationally?
A: We are currently only able to ship physical products within the United States. However, we can mail replacement keys worldwide.