“There’s industry standards…and then there’s ours.”
Hollon Safe Company was founded in 2008 by owners with more than a decade of experience in the safe and lock industry. Because we are a family-owned and operated business, we’ve had to work harder than a lot of larger companies to win every customer….
Shipping and Terms
Do NOT sign for shipments until you have thoroughly inspected for any damage. Hollon Safe is not responsible for shipments that are not signed for as damaged upon arrival.
Shipping & Delivery
All orders weighing over 125 lbs or more are shipped via LTL freight carriers, unless otherwise noted. The freight carrier provides either dock or curbside delivery based on location. Curbside delivery is defined as delivery of the freight as close to the actual delivery address as possible. Please remember the size of the tractor trailer and certain safety precautions may prevent the freight carrier from delivering the freight at the actual curb or delivery address. Lift-gate service is available at no extra charge and it is the sole responsibility of the customer to coordinate inside delivery of the freight with the trucking company, sub-contractors, and/or themselves. The freight carrier is not responsible for the inside delivery of any freight and inside delivery is not a service that Hollon Safe offers.
In some remote rural areas, islands, toll bridge access areas, union states, ferry tolls, etc. may be subject to additional charges. If charges apply the customer will be notified before shipping for approval.
***Any address corrections, re-consignments, or storage issues due to freight being undeliverable will not be the responsibility of Hollon Safe and may result in additional fees.***
Hollon Safe uses the services of FedEx on all safe order weighing 124lbs or less. All safes are shipped via FedEx for cost effectiveness. Safe shipment can be upgraded to 2nd Day Air per customer’s request and at cost the customer, if available.
Any address corrections, re-consignments, or storage issues due to freight being undeliverable will not be the responsibility of Hollon Safe and may result in additional fees. The customer will be contacted and advised of any additional fees prior to Hollon Safe providing the freight carrier with any written or verbal authorizations regarding any changes in the shipment. Upon contact, it will be the responsibility of the customer to find a resolution the issues in a timely manner. Hollon Safe reserves the right to authorize the return of any freight found undeliverable where the customer, after repeated attempts, is found to be unavailable for contact. Customer will be charged for all freight to and from the point of delivery regardless if the buyer was eligible for free shipping in all instances where freight is determined to be undeliverable and is returned to any Hollon Safe warehouse. Freight that is returned because it is deemed undeliverable will be subject to a 15% restocking fee.
Inspection for Damage Process
All LTL freight deliveries MUST be inspected for damage at the time of delivery. The banding will need to be cut and the box taken off the safe in order for proper inspection. The safe itself should be inspected for any signs of damage to include indentions and friction marks. Any signs of damage MUST be noted on the delivery receipt for any attempt of a discount or refused for a replacement and you MUST notify Hollon Safe within 24 hours. Please note that the driver cannot leave until the delivery receipt is signed for. If you are uncertain of the proper procedures please contact Hollon Safe immediately. Again, Do NOT sign for the shipment until you have thoroughly inspected for any damage. Hollon Safe is not responsible for shipments that are not signed for as damaged upon arrival. Occasionally there may be damage that is not apparent upon receipt of a shipment. Some freight carriers allow up to 15 days from receipt of shipment to accept claims of concealed damage, others do not. After the allowable time of concealed damage claims has passed, Hollon Safe Company cannot assist with freight claims. For this type of damage, a replacement safe is not an option. Any discount will be given once the claim has been approved.
All freight shipped via Hollon Safe is shipped in an upright position, banded down to a wooden pallet. Any signs of damage, freight not being delivered upright position are justified reasons for the customer to require further inspection of the actual freight itself. If the damage is minimal and acceptable to the consignee, they will be required to make note of the damage on the delivery receipt at time of delivery prior to signing the delivery receipt. Under NO circumstances shall the consignee discard the pallet or packaging material until the safe has been determined to be in good working condition and/or all claim issues have been resolved. When the delivery receipt is signed by the consignee in good condition. Failure to follow the procedures above will remove all liability of damage from Hollon Safe and require the consignee to file any claims against the carrier themselves.
For all parcel shipments, the customer must notify Hollon Safe of any damages within 24 hours of receipt. Customer will also be required to provide Hollon Safe with a brief description of the damage. If the customer declines to keep the damaged safe, it will be the customer’s responsibility to repackage and hold the safe until a claim can be submitted and FedEx can retrieve the damage safe, the process can take up to approximately two weeks.
Safe can be returned for a period of 14 days from the date of delivery. All returns must be approved by an authorized Hollon Safe representative and returned with a required “RMA” number. Safes must be returned in the original packaging and must be received in an approved Hollon Safe warehouse undamaged and unused within 7 days of the issuance of the return authorization number. All freight charges are non-refundable. All safe returns are subject to a 15% restocking fee. In addition, if the returned safe is received by Hollon Safe damaged it may be subject to additional fees. These fees will be determined by an authorized Hollon Safe representative and will be prorated according to the extent of damage. Customers will be charged for freight to and from the point of delivery regardless if the buyer was eligible for free shipping. All freight charges will either be prepaid by the customer directly to the carriers or will be deducted from the safe refund. Credits will only be issued upon receipt and inspection of all returned safes.
Lifetime Fire Guarantee
Hollon Safe backs all our fireproof safes with a lifetime warranty against fire. We will gladly replace any Hollon Fireproof Safe that has been damaged in a fire with the same or a comparable model to include all freight costs to the original address of purchase. Customers will be required to supply all requested documents to an authorized Hollon Safe representative prior to replacement. Click Link for Burglary Warranty information for our Gun Safes and/or our TL-15 Safes. Additional Gun Safe Fire & Burglary Warranty. and Additional TL-15 Fire & Burglary Warranty. Contact Hollon Safe Monday -Friday CST at 1.888.455.2337 for additional information or restrictions.
Starting January 2015 Hollon Safe warranties all parts and labor, including all Hollon digital components, on all safes purchased for period of 1 year from date of purchase against manufacture defects. We provide a 2-year warranty on all replacement parts. Extended warranty includes Hollon digital components. Other brand digital components, electronic keypads, will only be warranted for a period of 1 year from date of purchase. Only digital components that are factory installed or installed by a Hollon Safe technician prior to shipment will be covered under this 1 year warranty. Hollon Safe will not warranty any digital component installed on safes that are installed within a floor. This warranty does not cover any damages caused by mishandling, neglect, water, tampering, improper installation, removal and/or re-installation of the safe. Hollon Safe must be notified within a period of seven days of the receipt of any safe damaged during shipping in order to uphold the warranty and/or damage claims. Warranties on damage claims will only be accepted if the customer has properly executed the outlined Damage and Delivery Policy and Procedures. Re-setting of any combination on a Group II dial lock must be performed by a qualified locksmith otherwise the warranty will become void.
This warranty is valid for the original customer of purchase and is non-transferable. At no time will the warranty cover more than the original purchase price of the safe. At no time will Hollon Safe become liable for the cost of installation and/or removal of an Hollon Safe or any contents or valuables that may be stored in any Hollon Safe. Hollon Safe’s sole discretion under this warranty is at Hollon Safe’s own option and own expense. Hollon Safes will repair the defective safe or part, will deliver to the customer the same or comparable safe or part for replacement of the defective part, or if neither of the two previous options is reasonably available, Hollon Safe may, at its own discretion, refund to the customer the original purchase price paid for the defective safe. All safes or parts that are replaced or refunded will become the sole property of Hollon Safe. An authorized Hollon Safe representative must approve all claims against Hollon Safe. All repairs must be approved by a Hollon Safe Representative before any warranty repairs can be completed. If a warranty repair is completed prior to obtaining an approval and a work order number from Hollon Safe, Hollon Safe reserves the right to refuse payment to the service provider or reimbursement to the customer for any unauthorized repairs.
All safes are heavy. Never lift a safe by yourself or without proper training, heavy lifting gear or safe moving equipment. Always use a licensed, bonded and trained locksmith company or moving company to move and install your safe. Always bolt your safe to the floor. A safe is not a toy neither is its packaging! Keep children away from the safe and the packaging. Safes are considered airtight. NEVER lock a living being in a safe. Hollon safe assumes no liability for usage. When you buy a safe you are buying time, time against fire, time against theft. Given enough time and proper tools any safe can be broken into.
Safe door is heavy. Opening a safe on an uneven or unstable floor (plush carpet) may cause safe to tip forward. Be sure to secure safe prior to use. Failure to follow instructions or to heed this warning may result in serious injury or even death.
Warranty Claims WE DO NOT HAVE A 24 HOUR WARRANTY SERVICE DEPARTMENT. ALL CLAIMS MUST BE MADE MONDAY-FRIDAY CST. IF YOU NEED IMMEDIATE ASSISTANCE, HOLLON SAFE MAY NOT BE RESPONSIBLE FOR ANY WARRANTY CLAIMS THAT WERE NOT APPROVED. 1) A warranty Claim Number must be issued by a Hollon Safe Representative before ANY WARRANTY SERVICE IS PERFORMED. Any warranty service performed before a warranty claim is issued and parts have shipped will be subject to denial. Hollon Safe’s Technical Support Department is available Mon-Fri from 8:30am-5:30pm CST.
2) Issuance of a Warranty Claim Number does not constitute admission of liability on Hollon Safe’s part but recognizes that a potential problem may exist. All troubleshooting steps and procedures must be followed by Hollon Safe representatives and all claimant(s) before a warranty claim number is issued and warranty service is performed. Warranty work will be performed by authorized Hollon Safe service technicians only. Any work performed by an unauthorized service technician will be automatically denied by Hollon Safe. 3) A Hollon Safe Work Order Form will be sent out with any parts. This form must be returned signed by claimant along with any parts that have been replaced before payment is considered. If defective or unused parts are not returned to Hollon Safe then the warranty invoice will be denied. 4) If warranty issue(s) are found to have been caused by user error, neglect and/or abuse on the part of claimant then the warranty claim will be automatically denied and claimant will be responsible for any and all charges and return shipping of any part(s) or safe(s) to Hollon Safe. 5) For Complete details on Hollon Safe’s Warranty policies please visit our website at https://hollonsafe.com/warranty.html
WE DO NOT HAVE A 24 HOUR WARRANTY SERVICE DEPARTMENT. ALL CLAIMS MUST BE MADE MONDAY-FRIDAY CST. IF YOU NEED IMMEDIATE ASSISTANCE, HOLLON SAFE MAY NOT BE RESPONSIBLE FOR ANY WARRANTY CLAIMS THAT WERE NOT APPROVED.
FREQUENTLY ASKED QUESTIONS
1. How do I bolt down my safe?
Please, contact a local locksmith or a contractor. You may also call us for FREE and we will help you find someone in your area or you can check our dealer locator on this website for nearest stocking dealer.
2. What happens if I lose my card?
For security reasons you must go through the company you purchased the safe from. Once we verify information we will be able to assist you. This option is not available on all models. On some models, once the code is lost a locksmith will have to be contacted in order to open the safe.
3. What happens if I enter the wrong code too many times?
The lock will go into lock out mode. This normally lasts anywhere from 5-15 minutes depending on the lock itself. During lock out mode you will not be able to do anything to the lock and you may hear a beeping noise. DO NOT take out the batteries as this will only start the process over again.
4. What kind of batteries should I use?
We recommend Duracell Coppertop batteries.
5. On the instructions it says to enter the code given by the manufacturer. What is the preset code?
HS Series (Home, Office, and Data Safes) – Preset Code *4560#
FB Series (Fire & Burglary Safes) – Preset Code *1234#
IT7000 Depository and Cash box Preset Code – *777777#
6. My IT7000 Hollon Depository/Cash Safe keeps giving me an error message after I enter the code. What should I do?
If multi-colored wires coming through the door of the safe become disconnected from the keypad with the batteries installed, you may receive an “error” message when trying to enter your code. To correct this please follow these steps:
- Remove the face of the keypad and make sure multi-colored wires are plugged into receptacle on circuit board. Then remove all four batteries.
- Once batteries are removed, disconnect the multi-colored wires from the circuit board, wait 3-5 seconds and plug the wires back into the receptacle.
- Once multi-colored wires are plugged in reinsert your batteries. Once batteries are back in place enter *code#. Keypad should show “Enter” and the safe should open.
7. How do I open and use my Hollon Safe with electronic keypad?
8. How do I open my Hollon Safe Home Safe with mechanical dial?
If you have any further questions regarding our safes please give us a call at 888-455-2337. We are more than happy to answer any questions and get you connected with a dealer in your area.