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Frequently Asked Questions
| ACCOUNT CREATION |
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| What are the benefits of creating an eStore account? |
With an account, you can purchase our products 24/7, access your order history, track new orders, and save items to your wish list. |
| How do I create an account on the eStore? |
To create an account, please ensure you are registering at the eStore URL your country operates on. Click on the 'Register' link at the top of the page, fill in the required fields, and submit the form. You will receive a confirmation email once your user is successfully linked to the company you work for, validated and created. |
| How long does it take to validate my account? |
It usually takes a few business hours to validate your account. In some cases, particularly if additional verification is needed, it can take up to a maximum of 2 days. You will receive an email notification once your account is validated. |
| Who can purchase on the eStore? |
Anyone with a hospitality property or hospitality management, multifamily or education company, is invited to register and to purchase. Third party companies such as builders, security companies, IT or individual end-users may not be permitted due to security and billing reasons. |
| ACCOUNT MANAGEMENT | |
| Can I have multiple shipping addresses on my account? | No, due to our need to track where products are installed for warranty purposes, each account is limited to one shipping address. If you require products to be shipped to multiple locations, please contact customer service for assistance. |
| When I log in my address is incorrect or showing a property I no longer work for. | Please contact us to resolve this issue and do not complete any purchases until solved. |
| Can I add additional users to purchase under my property? | Yes. You can complete registration for a new user on an existing eStore account here. The user will not automatically be able to purchase but will be approved shortly and receive a notification once approved. |
| Can I purchase for multiple properties? | Yes you can, at the "multisite property management" menu you can switch between properties. Please let us know either when registering for an account or by contacting us to set it up for you. |
| How can I switch between my multiple properties? | Once you log in, you will be taken to your Dashboard. On the left side navigation, please select Associated Customer. From here you can view all properties associated with your email and select the property you would like to purchase for. |
|
I forgot my password, how can I reset it? |
You can reset your password on the eStore here. You will receive an email with a link to set your new password shortly. |
| I'm getting an error when I try to log in. | The first thing we recomend is to reset your password. If you do not receive the password reset email or continue to have issues, please contact us. |
| How do I close my eStore account? | To close your account, refer to Privacy Settings present at My Account menu |
| What should I do if I suspect unauthorized activity on my account? | If you suspect any unauthorized activity, please contact us immediately and change your password. |
| How do I find the correct item number? |
Most of our products have the item number or "SKU" engraved. You can type that number on the search bar and will find the exact match of what you are trying to order. If you are unsure, please feel free to contact us. |
| What if my product doesn't have an item number? |
You can browse through different categories and apply certain filters. You can also rely on favorites or reorder from previous order |
| Can you show me only the products that are relevant to my property? |
Unfortunately, due to complex system limitations, it’s not possible to display only the products customers are using. We are actively working to streamline this process and make this easier. Please contact us if you would like your installed products added to your My Favorites section. |
| What can I do if I'm unsure of what to order? |
Please contact us. You can request our customer service to log in to your account and create a wishlist with your most common used items. |
| What kind of parts are not on the eStore? |
The eStore does not currently have spare products, complete locksets or complete exit devices. |
| How do I access technical documents for products? | Technical documents are present at the product page for some of our products. Alternatively you can access our Technical Support Portal at the "Support" tab on my account. |
| I need metal keys for my property. | Metal keys cannot be purchased on the eStore but can be purchased through the Aftermarket Sales Team via contact us. |
| I need a completely new lockset for my property. | For now, complete locksets cannot be purchased on the eStore but can be purchased through the Aftermarket Sales Team via contact us. Please let the team know the handing, quantity and send any pictures that may assist. |
| This is my first time purchasing safes. What do I need to open them? | Although safes, parts and openers can be purchased on the eStore, the safes will require software to program and open. Please contact us to get started with safe opening software. |
| What is your product warranty? | Product warranties differ by type of product and the install. To confirm if your product is under warranty, please contact the Help Desk or create a ticket in the Technical Support Portal. |
| Custom Keycards | |
| I don't see my custom keycard design on the eStore | Please contact us to insure your designs are viewable and able to be purchased on the eStore. If you have never completed an initial order for your keycard design, please contact us to get started today. |
| What is the lead time for custom keycards? | The lead time for all custom keycard orders is 4-6 weeks to print and ship. |
| I need to change something about my current keycard design. | Please contact for any custom keycard changes. Do not proceed with an eStore pruchase until this change has been reflected on the eStore. |
| ORDERING | |
| How do I place an order? | Simply add the desired products to your cart, proceed to checkout, confirm your shipping address, select a payment method, and finalize your order. A confirmation will be sent to your email. |
| Can I get a pdf quote online? | Yes, please proceed through checkout and select shipping option. After proceeding to the payment section, there is a button for Print Quote. This quote is based on the items you have added on your cart. |
| How do I apply a discount code? | Please proceed through checkout and select shipping method. On the next page you will have an option under payment to Apply Discount Code. Enter code and click Apply Discount. |
| My discount code is not working. | This code may no longer be valid or may not be compatible with other discounts applied to this order. If you are unsure, please contact the eStore customer service to assist. We can help apply this code before checkout or you can proceed through placing the order and we can apply the code after. |
| Can I use an eStore disount code with a phone or email order? | No, eStore promotions and discound codes only apply to eStore orders and cannot be used via phone or email with AMS. |
| On checkout my cart is displaying a discount, but I don't know why. | There are many discounts and promotions on the eStore that are automatically applied to certain products or orders. Under your order summary, there will be a short discription explaining why the discount is applied. |
| Is there a minimum dollar amount to place an order? | No, there are no minimum order requirements for purchasing aftermarket products online through our eStore. This offers flexibility and convenience for all business sizes. However, please note that offline purchases may have minimum order restrictions. For the most accessible and efficient ordering process, we recommend utilizing our online eStore services. |
| Is there a minimum order quantity? | Depending on the item you are purchasing, there may be a minimum order quantity. The eStore will only allow purchase in the minmum pack size. |
| Can we set up a scheduled delivery for regular aftermarket purchases? | This feature will be available soon. |
| Are there any items that require special ordering conditions? |
Some items may have specific ordering conditions due to their size, customization options, or delivery restrictions. These will be listed on the product page. |
| Can I order a product that is not listed on the eStore? |
For products not listed, please contact our customer service team with your request, and we will do our best to accommodate you, and make it available for the next purchase |
| Will I receive an invoice for my order? |
Yes, an invoice will be emailed to the property's AR contact after your order has been shipped. |
| ORDER MANAGEMENT | |
| Can I change my order after placing it? |
Please contact us right away if you need to make any changes to your order. Once an order is shipped an RMA will need to be issued to return incorrect parts. |
| Can I cancel my order if it has not yet shipped? | Please review your order carefully before submitting. If your order has not shipped, please contact us immediately to cancel. |
| What should I do if I made a mistake with my order? | If you've made a mistake, please contact our customer service immediately to see if a solution can be found. |
| Can I view my past orders? |
Yes, all your past orders can be viewed in the 'Order History' tab within your account. |
| What should I do if my order arrives damaged or incomplete? |
In the rare event that your order arrives damaged or incomplete, please report it to us here within 48 hours of receipt to arrange for a resolution detailing the damage. Please add images to your claim. |
| How do I track the status of my order? | You can track your order status in the 'My Orders' section of your account, where updates will be posted regularly |
| Can I add a PO number to my order? | Yes! The eStore gives a field for delivery notes and PO Number at checkout. If you have a PO document that you would like to submit after an eStore order is placed, you can contact us a copy to attach to the order. |
| Can I still cancel/change my order after I have received the confirmation email? | Please contact us right away to make any order changes. If the items have already shipped, there may be an RMA fee additional shipping charges required to return. |
| What shipping options are available? |
We offer standard UPS Standar and FedEx delivery 3-5 business days and also many expedited options such as 3 Day Air, 2nd Day and Next Day Air. |
| How do I track the status of my order? |
You can track your order status in the 'My Orders' section of your account, where updates will be posted regularly. |
| What does different order statuses mean? |
Pending/Processing - Order has been sent as is awaiting stock confirmation Confirmed - Order has been reviewed and is in queue to shipped. Shipped - Order has been partially or fully shipped. Invoiced - Order has been shipped and invoiced for parts that have shipped Cancelled - Order has been cancelled. Refer to Order notes for reason why, requested by and date |
| I received a commercial invoice. What do I do with this? | Commercial invoices can be disposed of. they are used soley for custom purchases and do not reflect the actual price of the product |
