FAQs

Q)

I lost the keys for my lock. Is it possible to obtain replacement and/or extra keys for my lock?

A)

It is possible to obtain replacement and/or extra keys for your lock ONLY if you know the key number. The key number is stamped on the original keys provided with your lock. If you do not know the key number it is not possible to obtain additional keys. If you do know the key number, go to a locksmith in your area. Please note that the locksmith will charge you a fee for this service. Please call ahead.

You may also order keys by calling 1-800-558-5528. There will be a charge for these keys as well. Overnight delivery is available at an additional charge.

Q)

How does the Anti-Theft Guarantee work?

A)

Should your bike get stolen because the lock was defeated, Master Lock will reimburse you for the value of the bike or the limit of the Guarantee (which ever is less). If it is covered by your homeowners or renters insurance, Master Lock will reimburse you your deductible up to the product limit.

The lock must be registered BEFORE a theft occurs. Simply follow the instructions on the registration form and send copies of the required documentation.

Q)

How does ComboLocker.com work?

A)

ComboLocker.com is a secure storage site for your key numbers and /or combinations. Simply create a password, that you won't forget, and enter your combinations and/or key numbers for up to 5 locks. Should you lose your keys or forget your combination you can retrieve the information from ComboLocker.com. To replace your keys you must get a notarized affidavit stating that you own the lock and the property that it is securing. If you registered the key number as part of Master Lock's Anti-Theft Guarantee, the affidavit is not needed.

Q)

How do I set/reset the combination for my Master Lock Sports Series Ultra Combo (ML285) 5 ft x 12 mm cable combo lock?

A)

Click on the following PDF file to download instructions on how to set/reset the combination for your lock.

PDF Master Lock Sports Series Ultra Combo Cable Lock Instructions

Q)

How do I attach the Smart Bracket (No. 8351) to my U-Lock?

A)

Click on the following PDF file to download instructions on how to attach the Smart Bracket to your U-Lock.

PDF Master Lock Smart Bracket Instructions

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Q)

I have a lock that is difficult to open. What can I do?

A)

See How to Care for Locks for maintenance tips.

Q)

I think my lock may be defective. How do I get it replaced?

A)

All Master Lock padlocks are warranted to be free from mechanical defects for the life of the product. If a mechanical defect occurs, we will replace it free of charge.

  • Bicycle Locks — Return product to the bike shop where you purchased the lock for replacement or call 1-800-464-2088 for replacement. For Canadian customers please call 1-800-227-9599.
  • Power Sport Locks — Return product to the power sport shop where you purchased the lock for replacement or contact Master Lock, at 1-800-464-2088. For Canadian customers please call 1-800-227-9599.

MASTER LOCK IS NOT LIABLE FOR INCIDENTAL OR CONSEQUENTIAL DAMAGES. Some states and provinces do not allow the exclusion or limitation of incidental or consequential damages, so the above exclusion or limitation may not apply to you. This warranty gives you specific legal rights, and you may also have other rights that vary from state to state and province to province.