Hollon TTW-2015 C/E B-Rated Through-The-Wall Depository Safe

How your safe ships. Safes over 125 lbs ship by LTL freight rather than parcel carrier, palletized on a truck with a liftgate. The carrier telephones you to arrange a delivery appointment. Someone aged 18 or over must be present to receive and sign. Liftgate service is included at no extra charge.

Freight delivery is curbside. The driver lowers your safe from the truck to ground level at the end of your driveway, or at your dock for a commercial address. That is where the delivery ends. Drivers will not bring the safe inside, take it up or down steps, move it to a particular room, unpack it, or anchor and install it. Drivers are typically allotted around 30 minutes per stop.

We do not arrange inside delivery, but you are welcome to arrange it directly with the trucking company when they call to schedule. Terms and charges vary by carrier and are payable to them.

Plan three things before you order.

• Help and equipment. Check the weight in the specifications above. Anything above a few hundred pounds needs an appliance dolly or pallet jack rated for the load and two to four people, or a local mover or safe installer, which we would recommend above roughly 600 lbs.
• A path that fits. Measure every doorway, turn and threshold against the exterior dimensions listed above. An inch and a half decides whether a safe reaches the room you bought it for.
• A floor that carries it. A concrete slab handles any safe we sell. On a suspended timber floor, site the safe against a load-bearing wall and across the joists rather than parallel to one.

Inspect before you sign. Once you sign a clean delivery receipt, the carrier's liability generally ends. Walk the whole pallet and look for punctures, crushed corners, torn wrap, a leaning load or a cracked pallet. If you see damage, write down specifically what you see on the delivery receipt, for example "dent to top left corner of crate". Do not write "subject to inspection" or "possible damage" — carriers treat those phrases as a clean delivery and routinely use them to deny claims. Photograph the pallet before the truck leaves, damaged or not. If the damage is severe you may refuse the delivery outright; call us the same day so we can expect the return.

Reporting damage. Visible damage must be noted on the delivery receipt at the time of delivery. Concealed damage found after unpacking must be reported with photographs within 24 hours of delivery. Claims cannot be filed outside that window.

Processing. Safes are frequently built or finished to order, and we confirm the expected ship date with you by email after your order is placed. We send tracking within 24 hours of your safe leaving the warehouse.

Questions before you order? Call (888) 949-4945 or email info@garagetoolsstorage.com. Full terms are in our Shipping Policy.

Before you order. A safe is not a parcel. Returning one means palletizing it, arranging freight collection and insuring it in transit, and the cost is substantial relative to the item. We would far rather help you choose correctly the first time. If you are unsure about size, fit, fire rating or lock type, call us on (888) 949-4945 and we will talk it through before you spend anything.

14-day returns on safes. Safes carry a shorter return window than the rest of our catalog, because that is the window our manufacturers give us. Please decide within two weeks of delivery.

• Request a Return Authorization number within 14 days of delivery by emailing info@garagetoolsstorage.com. Returns arriving without an RMA number will be refused.
• The safe must be unused and in original packaging, with all keys, hardware, manuals and warranty paperwork.
• Freight is charged both ways, outbound and return, regardless of whether your order shipped free. Free shipping is a promotion on a completed sale, not on a returned one.
• Return freight must be arranged through us so the safe is correctly palletized and insured. Please do not book your own carrier; an uninsured safe damaged on the way back cannot be refunded.
• A 20% restocking fee applies.
• Refunds go to the original payment method within 14 days of the safe arriving back and passing inspection.

Damaged on arrival is not a return. If your safe arrives damaged that is a freight claim, it costs you nothing, and no restocking fee applies. Note the damage on the delivery receipt, photograph it, and contact us — we will arrange collection and send a replacement.

Refused deliveries. A delivery refused because of visible damage costs you nothing. A delivery refused for any other reason — nobody home, changed your mind, no way to move it — is treated as a return: freight both ways plus the 20% restocking fee are deducted from your refund.

Cancellations. Cancel free of charge any time before your safe ships. Once it is on a truck it is a return.

Lost or forgotten combination. A safe you cannot open is not a fault and not a return. Start with the battery — see the Electronic Lock & Battery section on this page, which resolves most cases. If the combination itself is genuinely lost, the manufacturer can supply recovery details to the registered owner on proof of ownership and identity, normally through an authorized dealer or a licensed locksmith. Call us and we will start that process.

Full terms are in our Refund Policy.

If your safe will not open, start here. The most common cause by a wide margin is a weak battery, not a broken lock.

Changing the battery will not erase your code. This is the fear that stops people trying the obvious fix. Your combination is stored in the lock body inside the door, not in the keypad. It survives a battery change, and it survives a battery going completely flat.

The keypad can light up and the safe can still refuse to open. Lighting the keypad and sounding a beep draw almost no current. Retracting the bolts takes a motor or solenoid pulling a great deal more. A battery weak enough to fail the second job will often still manage the first — so "the keypad works, it can't be the battery" is the most common wrong conclusion in this whole situation.

Signs of a weak battery.

• Repeated beeping during an unlock attempt. SecuRam SafeLogic locks give eight beeps; Sargent & Greenleaf 6120-series give twenty.
• A low-battery message on locks fitted with a display.
• The keypad accepting your code but the bolts not retracting, or retracting slowly.

Changing the battery on a safe that is locked shut. The battery lives in the keypad on the outside of the door, so a locked safe is still serviceable. On most SecuRam EntryPads, push up on the base of the keypad about a quarter of an inch to release the cover; keypads with a SureLock drawer open from the front instead. Fit a fresh good-quality alkaline — not a rechargeable and not a bargain multipack, both of which sag under load — and enter your code again.

Replace the battery once a year whether or not it has given trouble, and always before leaving a property empty for a long stretch.

Beeping every few seconds rather than continuously? That is a lockout. Too many wrong entries put the lock into a penalty lockout, typically somewhere between five and twenty minutes depending on the lock fitted. Leave the keypad alone and wait it out. Pulling the battery does not clear a lockout — it only pauses the countdown, which resumes when power returns.

Biometric locks need feeding more often. A fingerprint reader draws considerably more than a keypad, roughly 4,000 openings per battery against 10,000 or more. If your safe has a biometric lock, move to a six-month replacement habit.

Still will not open? Call us on (888) 949-4945 with your model number and approximate purchase date to hand. Do not drill a safe, or let anyone else drill it, before speaking to us — on a fire-rated or TL-rated safe an unnecessary drilling destroys both the rating and the warranty.