When you buy from Ironward Safes, you get a new item backed by its manufacturer's warranty. If it's damaged on the way to you and you report it in time, we file and manage the claim with the carrier and the manufacturer and arrange the remedy that claim provides. Here is what that covers and what we ask of you.
New items only
Every item we sell is new. We don't sell used, refurbished or open-box safes, vault doors or storage units.
We confirm the details before you're charged
Before we capture payment, we call you to confirm your order, its lead time and your delivery details. That's your chance to double-check the model, size, finish and options, so the item that arrives is the one you wanted. If you'd rather not wait for the lead time, we cancel the order and nothing is charged.
Manufacturer's warranty, with our help on claims
Each item is covered by its manufacturer's warranty. Coverage and length vary by brand and model, so ask us before you buy and we'll find the warranty terms for the model you're considering.
The manufacturer decides what its warranty covers and how a claim is resolved. Our part is helping you file it. If something goes wrong after delivery:
- Call or email us with your order number and a short description of the problem.
- Send photos or a short video of the issue, plus the model and serial number if you can find them.
- We help you put the claim together, submit it to the manufacturer and keep you updated on its progress.
Damage in transit
Safes are heavy and travel by freight truck, so please check yours at delivery. Carriers and manufacturers can turn down damage claims that aren't documented this way, so these steps protect your claim.
- Inspect with the driver present. Cut the banding and lift the carton off, then look over the packaging and the safe itself before you sign anything.
- Write it on the delivery receipt. Note any damage on the bill of lading before you sign. Damage that isn't written down is much harder to claim with the carrier.
- Take photos. Photograph the damage, the packaging and the signed delivery receipt.
- Contact us within 24 hours. Call (330) 422-3991 or email contact@ironwardsafes.com with your order number and the photos.
- Keep the packaging until the claim is settled.
If you find damage after delivery that wasn't visible, contact us as soon as you find it and within 5 days of delivery. Carrier deadlines for these claims vary, and some carriers don't accept them at all.
From there, we file and manage the claim with the carrier and the manufacturer and arrange the remedy it provides: usually a replacement if you refuse a visibly damaged safe at delivery, or a repair, parts or a partial refund once a claim is approved. For concealed damage, manufacturers usually don't replace the safe, and we can't promise that a carrier will approve a claim. You don't have to deal with the freight company yourself.
What this guarantee doesn't cover
This guarantee covers how we handle transit-damage claims and our help with warranty claims. Returns for any other reason follow our Refund Policy. In short:
- Request a return within 14 days of delivery. Every return needs a return authorization (RMA), and the item must reach the manufacturer within 7 days of the RMA being issued. The item must be unused, unanchored, undamaged and in its original packaging.
- The manufacturer's restocking fee and the return freight are deducted, and so is the original delivery cost where the manufacturer charges it, even though delivery was shown as free.
- Built-to-order, custom-finish and special-order items are final sale.
- A refused delivery is charged freight both ways plus the restocking fee.
Delivery terms, including curbside service and upgrade options, are in our Shipping Policy.
Questions
Call (330) 422-3991 or email contact@ironwardsafes.com. We're available Monday to Friday and reply to calls, emails and messages within one business day. You can also read more about us.