Schlage Warranty: Policy, Claims, and More

POLICY

At Schlage, we back our products with our industry-best warranty coverage and troubleshooting assistance, available on multiple channels, from our knowledge center to our dedicated agents over social media, SMS, phone, and email.

For more information about our warranty coverage, check out the Schlage Warranty Policy here.

FILING A CLAIM

Troubleshooting can resolve most issues you'll encounter with your Schlage lock. Our knowledge center has hundreds of how-to articles and troubleshooting guides available 24/7/365. If you need live assistance, we also have support techs available Monday through Friday over the phone or via email seven days a week.

If you continue to have issues with your lock after trying the necessary troubleshooting steps, you can submit a claim online by clicking here.

When filing a claim, please have the following information ready:

• Full name
• Shipping address (must be a physical address; we cannot ship to P.O. boxes)
• Phone number
• Email address
• Description of the issue, including any troubleshooting steps attempted
• Proof of purchase (for electronic locks)
• Photos of the front, side, and back of the lock
• If submitting a claim for an electronic or smart lock, a photo of the programming sticker
  • • If you're unsure where to find the programming sticker, check out this guide

AFTER FILING A CLAIM

Once you've submitted your warranty claim, here's what you can expect...

• You will receive a claim decision in five business days or less.
  • • It is important to note that not all claims will be approved. To check whether your lock is still within warranty, please check our policy here.
    • Damage or malfunction as a result of improper usage, installation, and tampering of the lock will result in a denied claim.
• If we have questions or need additional information, someone from our warranty operations team will reach out to you via email.
• In many cases, we require you to return the defective lock. If this is the case with your claim, we will email you a return label. We will cover the return shipping via the provided label.
• Once you receive confirmation that your warranty claim has been approved, you will receive an arrival estimate for your replacement lock. This can vary depending on the factory's location where your replacement lock will ship out.
• Your replacement lock is backed by a one-year warranty or the continuation of your original lock's warranty, whichever is the longest.
  • • Please retain your proof of purchase. We will use this to validate your coverage.
• If you received a return label, please send the defective lock back within 30-days of receiving the replacement lock. Failure to return the lock back could result in the following:
  • • Incurring a fee upon filing another claim.
    • Block on future claims until the lock is returned.

If you have any questions regarding our warranty policy or filing a claim, please don't hesitate to contact us by clicking here.