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F.A.Q.

My Account

Shipping
 
Our Policies
 
General Information
 
How do I contact you?
Do I pay sales tax?
                 
Technical Information

What is a UL rating?
How do I understand the UL fire rating?
What is TL-15 Rating?
What is TL-30 Rating?
Can I change the combination on the safe?
How can I retrieve the combination if forgotten or lost?
What happens if the batteries run out on a safe with an electronic lock?
How can I prevent moisture and odor in the safe?
Can a safe be bolted to the floor?
Glossary Terms.
 

My Account

  • Click on the “login” button on the top right side of the page.
  • Click on “new members sign up here” (appears in red).
  • Fill in the “Account & Contact Info”, “Billing Info”, “Shipping Info” forms.
  • Click on “Create Account” (appears in yellow) at the bottom of the screen.

How do I edit my account information?

  • Click on the “login” button on the top right side of the page.
  • Provide your account info and login.
  • Click on “my account”.
  • Change the information and click on “update account” to save.
  • It is within your options to change billing or shipping addresses, by clicking 
    on “change” in your “Address book”.

How do I reset my password?

  • Click on the “login” button on the top right side of the page.
  • Provide your account info and login.
  • Click on “my account”.
  • Change the password and re-type the password for confirmation.
  •  Then, click on “update account” to save.

I forgot my password

  • Click on the “login” button on the top right side of the page.
  • Write your email address in the “user verification” box.
  • Press the “request password” button.
  • The password will be sent to your email account.

How do I use the coupon?

When you place an order, after you add a product to the “shopping cart",
enter the coupon code in  the “Coupon or Gift Card” box, and then 
press “update cart”.
 
  • Click on the “login” button on the top right side of the page.
  • Provide your account info and login.
  • Click on “my account”.
  • Go to “Order/Billing history”.
  • Click on the right order number.
  • The receipt will be opened on the screen.

We at Elite Safes Inc. work with the following freight companies:
UPS
USPS
FedEx
DHL
The services that can be used for the freight companies for your convenience are:
Ground Delivery - the product arrives between a business day to fourteen business days (varies 
between the freight companies).
Curbside Delivery means delivery of your product to the curb at the end of your driveway.
Door to Door Delivery: Delivery of your product inside the house or store.

What is my shipping cost?

The shipping cost to you is 0 for curbside delivery (products more than 150 lbs) or door to door delivery (products less than 150 lbs). The service type is ground shipping, usaully takes between one to fourteen business days. For additional services, such as inside delivery please call our customer service to get rates.
 
Our Policies 
 

If you feel you received the wrong product, please contact our customer 
service by phone or email within 72 hours from receiving the product.
 

I received a defective product

  • At GetSafes.com we make sure that when a product leaves our warehouses, it has been thoroughly inspected prior to being shipped.
  • You must inspect for shipping damage prior to accepting the product from the freight company.
  • You must inspect for damages of the product at the day of arrival and report to us by calling the customer service or by emailing us.
  • In the rare event that a product arrives damaged or defective and is reported to us within 72 hours of arrival, we will exchange that product at no cost to you within 30 days of purchase.
  • We will provide you with a Return Goods Authorization (RGA), and return shipping address for the damaged product. We will take care of all the shipping fees at no cost to you.
  • If the product becomes defective after 30 days of purchase, the purchaser needs to contact the manufacturer for repair. Our customer service department will be glad in helping you contacting the manufacturer.
  • Damaged or defective product that is returned without an RGA or shipped to the wrong address will not be accepted.

 

How do I return a product?

  • All products are shipped brand new and sealed in their original packaging.
  • All product returns must be authorized by GetSafes.com, within 30 days of product purchase.
  • All returns will only be accepted with a Return Goods Authorization (RGA), which will be provided by us via email or by phone. Please provide the reason for returning the product.
  • The product must be un-opened, wrapped carefully and returned in the original condition and packaged the same way it was received. The product will be shipped to the address that we will provide to you along with the RGA. Upon receiving the product at our warehouse, the product will be inspected thoroughly.
  • Roundtrip shipping cost, a 20% restocking fee and any damage noted will be deducted from the refund.
  • High-Security locks are not returnable, as they are registered for each customer personally.

My product is missing parts

     If the product you have purchased is missing parts, please contact our 
     customer service within 72 hours of arrival.
 

  • An order may be cancelled as long as the product has NOT been shipped yet.
  • All other cancellations will be subject to shipping, freight and 20% restocking fee.
  • In order to cancel an order, you must call customer service at (877) 723-3791 or email us at info@getsafes.com.
  • Click on the “login” button on the top right side of the page.
  • Provide your account info and login.
  • Click on “my account”.
  • Go to “Order/Billing history”.
  • Check the “Shipping Status” on the right order number.
  • If the order status shows “tracking number”, please call the shipment 
    company to confirm that your products have been delivered.
  • If the order status shows “delivered”, please contact our customer
    service by phone or email for assistance.
What is your limited warranty?
 
Every manufacrurer has its own type and duration of warranty. 
For details, please refer to the user's manual.
 
General Information
 
How do I contact you?
Mailing Address:
GetSafes.com.
14618 Victory Blvd #C
Van Nuys, CA 91411
Email Address: info@getsafes.com
Customer Service:  1 - 877 -723-3791
Fax:                       1 - 818 –781-3105
 

Do I pay sales tax?

You only pay sales tax if your billing address is the same as our 
warehouse (California).
 

 
Technical Information

 

UL stands for Underwriter Laboratories, a non-profit independent testing
organization, which has developed a rating system to determine a product's
ability to endure fires of specific temperatures and impacts. 
 In order to get UL rating, a product may undergo 4 types of tests:
 
           1. Fire Endurance Test - fire endurance is checked by resisting a high
               temperature for a certain amount of time (for example, 1700F for 
               an hour), while containing media, papers and other materials,  
               which are distributed in the product. In order to meet the  
               requirements, the product will have to maintain the contents 
               in a usable condition once opened.
 
           2. Fire and Impact Test - the product is heated to a specific time 
               and temperature, hoisted 30 feet above the ground, and dropped 
               (after 2 minutes) into a pile of broken brick. then the product is 
               checked for raptures or opening into the product's interior.  
               Then, the product is reheated, and once cooled, it is checked 
                for moisture, heat, usability of parts and more.
 
           3. Explosion Hazard Test - the product is placed into a furnace, 
               which is heated to 2000F. a sample is inserted into the product 
               for 30 minutes. If no explosion takes place, the sample remains 
               in the furnace until it's cool enough to handle.
 
           4. Combination Hazard and Impact Test - this test is a combination 
               of the hazard test and the fire impact test.
 
The safe is then rated for each of the tests it has passed, e.g. impact rated.

How do I understand the UL fire rating?

To better understand the meaning of each UL rating, use the table below:  

Rating

Testing Temperature (Fahrenheit)

Test Duration (minutes)

Maximum Interior Temperature (Fahrenheit)

30 min

1550

30

350

1 hour

1700

60

350

2 hours

1850

120

350

3 hours

1920

180

350

The temperature noted on the UL label is the maximum temperature 
allowed inside the fire protective product during the test. For example, 
if the temperature inside a safe exceeds 350°F, it will fail the UL test 
for paper rated products.   
The UL rating refers to locks as well, and is classified to 3 different groups:
UL group 1 locks - locks that are highly resistant to expert or professional 
manipulation. the lock with UL group 1 must have at least 1 million 
combinations, and must continue functioning after an exposure to: salt 
spray, moisture and vibrations. in addition these locks have a relocking 
system.
UL group 1R locks - these locks are the same as UL group 1 locks, 
but in addition they have protection against x-ray.
UL group 2 locks - locks that withstand 5 minutes of testing by a locksmith.
they also must have at least 1 million combinations. in addition these locks
have a relocking system.

What is TL-15 rating?
 
A safe which provides a limited protection against attack by mechanical and electrical hand tools 
and any combination of these means. The safe must be constructed with the following features:
U.L. listed Group II, 1 or 1R combination lock.
750 lbs. minimum.
Body walls equivalent to at least 1" open hearth steel - minimum tensile strength of 50,000 P.S.I.
Walls fastened in a manner equivalent to continuous 1/4" penetration weld of open hearth 
steel - minimum tensile strength of 50,000 P.S.I.
One hole 1/4" or less, to accommodate electrical conductors arranged to have no direct 
view of the door or locking mechanism.

The safe must successfully resist entry for a net working time of 15 minutes when attacked with 
common hand tools, picking tools, mechan-ical or portable electric tools, grinding points, carbide 
drills and pressure applying devices or mechanisms.
 

What is TL-30?
 
A safe which provides a limited protection against attack by mechanical and electrical hand tools 
 and any combination of these means. The safe must be constructed with the following features:
U.L. listed Group II, 1 or 1R combination lock.
750 lbs. minimum.
Body walls equivalent to at least 1" open hearth steel - minimum tensile strength of 50,000 P.S.I.
Walls fastened in a manner equivalent to continuous 1/4" penetration weld of open hearth 
steel - minimum tensile strength of 50,000 P.S.I.
One hole 1/4" or less, to accommodate electrical conductors arranged to have no direct 
view of the door or locking mechanism.

The safe must successfully resist entry for a net working time of 30 minutes when attacked with 
common hand tools, picking tools, mechan-ical or portable electric tools, grinding points, carbide 
drills and pressure applying devices or mechanisms.
 
Can I change the combination on the safe?

In manual dial safes, the combination is usually preset by the manufacturer, 
therefore it is not recommended for you to change it on your own.
If you still would like to change the combination, contact a local locksmith. 
For electronic locks follow the manufacturer's instructions.
In order to retrieve the combination if lost or forgotten, you may
call the manufacturer. You will be asked to provide the model number 
and the serial number of the product. Elite Safes Inc. does not keep
records of any combinations, and will have to call the manufacturer,too. 
 
NO RECORDS OF ANY SAFE COMBINATIONS IS KEPT BY US.
 
What happens if the batteries run out on a safe with an electronic lock?
The electronic locks are specially designed to save the combination on 
an internal memory, so even if the batteries run down, once the batteries 
are replaced, the combination is recognized. Also,  many of our safes 
contain manual emergency key over-rides which enable the user to access 
the safe without using the electronic lock.
 
How can I prevent moisture and odor in the safe?
Try to avoid storing your safe in an already high humidity levels environment. 
We highly recommend that you open the safe for at least 15 minutes every
2 weeks, and remove items from the safe and wipe the interior with a paste
of baking soda and water.
 
Can a safe be bolted to the floor or wall?
Most safes contain pre-drilled holes, so they can be bolted down to the 
floor or bolted to the wall, with the bolting hardware which is provided 
along with the safe. 
In safes which do not contain the pre-drilled holes, holes can be drilled by a professional. 

Glossary Terms

Wall Safe - a safe that is installed between the studs in the wall.
Depository Safe - a safe that provides immediate deposits for securing
cash and jewelry. 
In- Floor Safe - a safe that is installed in the floor.    
Burglary Safe - a safe that provides anti-theft protection.
Fire Safe- a safe that provides limited fire protection.
Gun Safe - a safe that is used for storing guns.
Biometric Safe - a safe that is openedclosed by a fingerprint of the user.
Hotel Safe - a safe which can be used at a hotel and contains an 
audit trail capability.
Emergency Key Over-Ride - a key that is used to open the safe in case 
you forgot your code.
Capacity - capacity is measured by volume units or by how many times 
a certain object (a gun for example) can be contained in the safe. 
The volume unit used in our website is Cubic inch, and it reflects
he multiplication of the three dimensions of the interior of the safe.
 For gun safes, we use maximum number of guns, as reported by the manufacturer.
Gauge - a thickness unit that is varied for different kind of metals.
Audit Trail - the ability of the safe to track opening records, by date and time.
Relative Humidity (RH) - The ratio which reflects the amount of water in the air
relative to the maximum amount of water that the air can hold at a given temperature.
Usually it is expressed in percentages. This data is specified in the manuals as the working
conditions for the product.

 
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