Frequently Asked Questions

We supply security products to businesses, trade professionals and private customers. Whether you need one replacement lock or products for a larger project, our team can help.

Yes. Send us the product reference, photographs, measurements and a short description of what you need. For replacement locks or access control components, include details of the existing equipment so we can help check suitability before you order.

Choose your products and any available options, add them to your basket and follow the checkout steps. For a bespoke specification, a larger quantity or a product you cannot find, contact our sales team.

The payment methods available for your order are shown at checkout.

Contact us as soon as possible with your order number and the change you need. We will check the order's progress and confirm what is possible, particularly if it has already been dispatched or workshop preparation has started.

In-stock goods ordered before 2pm are dispatched the same day, Monday to Friday. Items requiring workshop preparation have a longer lead time. Please contact us before ordering if you need delivery for a particular date.

Our shipping policy specifies a next working day delivery service unless otherwise stated. Dispatch and delivery are separate stages, so allow for any product preparation or supplier lead time. Please check the delivery information for your order and contact us if timing is critical.

Specialist items that require workshop time may take up to five working days to prepare. Once prepared, they are shipped on a next working day service unless otherwise specified.

Our shipping policy gives a typical lead time of four to six weeks for non-stock items. Please contact us before ordering so we can confirm the current availability of the specific product.

Check the delivery options and charges shown at checkout for your address. If no suitable option appears, or you need a special delivery arrangement, contact us before placing your order.

Check any dispatch or tracking information you have received, then contact us with your order number. We can check the status and advise on the next step.

Our returns policy gives you 30 days after receiving an item to request a return, subject to its conditions and exceptions. Email sales@keytrak.co.uk or request a return through your customer account. Please request the return before sending goods back. See our full returns policy for details.

Our returns policy lists custom-made items, including master keyed locks, keyed alike locks and additional keys, as excluded from change-of-mind returns. Please check your specification with us before ordering. Contact us if an item is faulty, damaged or incorrect.

Contact us promptly with your order number, a description of the issue and photographs where helpful. We will assess the problem and explain the next step.

We will notify you after receiving and inspecting your return. Our returns policy states that approved refunds are made to the original payment method within 10 business days; your bank or card provider may need additional time to show the payment.

Keyed alike locks are operated by the same key. This can simplify access to several doors or padlocks. Availability depends on the lock range, so check the product options or ask us to confirm a suitable combination.

A master key system allows individual keys to open selected locks while a master key opens a wider group. Contact us with your doors, users and access requirements so we can help specify the system.

Contact us with your previous order reference and the lock or key system details. We will check whether matching items are available and what authorisation is required. Restricted systems may require permission from the registered key holder.

Check the product dimensions and specification against your application. For container padlocks, include lock-box measurements and photographs. For electric locks, include door material, lock dimensions and existing access control details. If you are unsure, ask us before ordering.

Yes. We welcome trade and wholesale enquiries. Send us the product references, quantities and your business details, or use our trade enquiry page, and we will confirm the pricing and account options available.

Yes. We offer installation services for locks and security systems. Tell us the site address, the work required and any existing equipment so we can confirm coverage and provide a quotation. Installation is quoted separately unless expressly included.

You can find us at Unit 1, Heron Business Park, Tanhouse Lane, Widnes, WA8 0SW. Call 0151 495 5740 or email sales@keytrak.co.uk. Please contact us before travelling to confirm opening times and product availability.