Customer Help
Our team is always here to assist.
Please view our most frequently asked questions below. If you still need assistance, please reach out via the contact us form on the right.
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Common purchase queries answered
Orders and Shipping
Delivery times depend on your location and the products purchased.
Most orders are processed and dispatched within 1–2 business days.
Shipping typically takes:
3–5 business days within Australia
5–14 business days for international orders
Made-to-order or back-order items may require additional production time, which will be clearly noted on the product page.
You can create an account during checkout or by visiting our My Account page.
Simply enter your name, email, and password, it only takes a few seconds.
Log into your account and go to Addresses.
From there, you can update your shipping and billing details at any time.
If you need to change an address for an order that has already been placed, contact us as soon as possible so we can assist.
Once your order has shipped, you will receive an email with your tracking number and a link to follow the delivery in real time.
You can also view order updates by logging into your My Account page and selecting Orders.
No, we do not store your credit card details by default, in your account you can optionally add a saved payment methods for future transactions.
All payments are processed securely through our trusted payment providers (Stripe, PayPal, etc.), who use encrypted systems to protect your information.
All prices include applicable taxes for Australian customers.
International customers may be responsible for local customs duties or import taxes depending on their country’s regulations.
Yes, we ship to most countries worldwide.
Shipping options and pricing will be displayed at checkout once you enter your address.
We do our best to package orders together, but depending on size, weight, or product availability, your items may arrive in multiple parcels.
If this happens, you will still receive full tracking details for each shipment.
If you need to swap an item
Returns and Exchanges
Please see our Returns Policy for full details on eligibility, timeframes, and instructions.
If you received an incorrect item, please contact us immediately with your order number and a photo of what you received.
We’ll arrange a replacement or provide further instructions as quickly as possible.
If your order arrives damaged, contact us within 48 hours of delivery with photos of the damaged item and packaging.
We will work with you to resolve the issue, whether that means a replacement, store credit, or refund depending on the situation.
Once your return is approved, we will provide you with the correct return address and instructions.
Please do not send any items back without authorization.
You can reach our support team anytime through our Contact page or by emailing us directly at joe@lockindustries.com.au.
We aim to respond within 1–2 business days.
If you made a mistake with your shipping address, contact us as soon as possible.
If your order hasn’t shipped yet, we can update the address for you.
If it has already been dispatched, please explore available options with the courier.
We can modify or cancel orders only if they have not yet been shipped.
Contact us immediately if you need to make a change, and we’ll do our best to assist.
In most cases, yes!
If a product is available for pre-order, the option will appear on the product page by way of Deposit.
If not, feel free to reach out, we can let you know restock timelines or reserve one for you.