Customer Support
We've assembled some of the more common questions posed to us about shopping online here at Fingerprintlocks.com.au. Feel free to browse the questions and answers below, and hopefully the answers you were looking for will be provided. If not then e-mail us at info@fingerprintlocks.com.au.
General Shopping Questions
Payment Questions
Product Information
Shipping Questions
General Shopping Questions
How can I be confident shopping at Fingerprintlocks.com.au?
Fingerprintlocks.com.au has been providing the Best of Breed Fingerprint door lock products. Intelligent Biometric Controls offers industry leading technology.
Security Policy
Ordering online with Fingerprintlocks.com.au is secure, convenient, and fast. Our ordering process is protected by what is known as SSL. Secure Sockets Layer (SSL) protocol, which encrypts all your information and confirms the identity of the Fingerprintlocks.com.au server before allowing your shopping cart to be finalized. Netscape Navigator 2.0+ (or better) and Internet Explorer 3.0+ (or better) support the SSL protocol. We suggest that you use the latest browser to ensure that you are protected.
How can I get immediate assistance if I have a question or problem?
We do hope that the answers to your questions and/or concerns are answered within this FAQ. However, if you cannot find a suitable answer please feel free to contact one our Sales Representatives by emailing our team at info@fingerprintlocks.com.au for assistance and someone will be in contact with you as soon as possible.
How do I redeem my Fingerprintlocks.com.au coupon /promotional code?
After adding your items to the shopping cart you will have the option to enter this code. Please ensure you enter the code as it appears on your promotional item. This code is CASE sensitive.
Is my personal information and transaction secure?
Yes! Your information is protected! Ordering online with Fingerprintlocks.com.au is secure, convenient, and fast. Our ordering process is protected by what is known as SSL. Secure Sockets Layer (SSL) protocol, which encrypts all your information and confirms the identity of the Fingerprintlocks.com.au server before allowing your shopping cart to be finalized. Netscape Navigator 2.0+ (or better) and Internet Explorer 3.0+ (or better) support the SSL protocol. We suggest that you use the latest browser to ensure that you are protected.
Will you let me know if something I've ordered is not available?
If there are any problems processing your order, a Fingerprintlocks.com.au Team Member will contact you. For the most part we attempt to communicate with you via email using the account we have on file.
Payment Questions
Do I receive a receipt for my purchase?
Yes, of course! As soon as you complete your transaction our website will display details of the transaction. You will also automatically receive a copy of this receipt at the email address you entered when you placed your order. When your product ships from our warehouse you will be emailed a tracking number for the shipment. For warranty purposes you will also receive an email containing an invoice and serial number(s) for the product(s) you purchased if applicable.
Does Fingerprintlocks.com.au offer financing?
Fingerprintlocks.com.au does NOT offer Financing at this time. At this time we take Visa, MasterCard, American Express, PayPal, Bank Transfer and Wire Transfer.
Product Information
What does the "Out of Stock" - mean on an item and how long will It take to get my order?
When an item is marked "Out of Stock" it is either an item that we can still source but due to heavy allocation (shortage of stock in our warehouses) we've opted to mark the item with a "Out of Stock" until the units arrive in our warehouse. Most out of stock items arrive within 1-2 weeks.
What kind of warranty does Fingerprintlocks.com.au offer?
Fingerprintlocks.com.au sells high quality Fingerprint locks and we back each and every one with a 1 Yr warranty. This warranty covers products that have a manufacturers defect and is preventing the unit from operation as it should. The warranty does not cover acts of nature, vandalism, improper installation, or misuse of the product. Should you send your lock back and is tested by one of our engineers and found to be not covered by the warranty then your credit card on file will be charged the full amount for the replacement unit.
Note: - The Smartscan Deadbolt lock comes with a 1 Year Manufacturer's Replacement Warranty. This however means if there is a fault with the lock that you have to contact Kwikset located in the USA direct via telephone (0011 1800 327 5625) or use the email form located here (http://www.kwikset.com/SupportPortal/NewCase.aspx). We do not take any responsibilty for replacing this lock but we can be of assistance for how to use it.
Can anyone enroll himself and have access to the system?
No. Only the person who know's the 8 digit master code is authorised to enroll new users.
How do I know the 8 digit master code?
When you first install the lock it comes with a standard 8 digit mastercode which you change on first use to a code of your choice.
How long will the lock last on a single set of batteries?
Under normal use (10-15 accesses per day) the fingerprint lock should operate for a year on a single set of alkaline batteries.
How can I conserve battery life?
The system goes to Low-power "sleep" mode after 10 seconds of inactivity; in this mode minimum power is consumed. Whenever the system is active (display on or driving the lock) it consumes maximum power. Avoiding "waking up" the system unnecessarily will extend battery life.
How long will the system stay in "sleep" mode without losing its setting?
In sleep mode the lock can run for several years on a single set of batteries. Is is impossible for the lock to "forget" its settings even if the batteries are removed.
How do I know when to replace the batteries?
When batteries need replacement, the system emits a warning beeping sound after locking or unlocking the door. It will give you about 4 weeks warning before the batteries run flat. When accessing the bolt, the motor will sound "straining" under low battery condition.
Do I have to reconfigure the lock when I replace the batteries?
No; the system configuration and user information & data, are saved in non volatile Flash memory (similiar to the one used in jump-drives and MP3 players) data may be stored indefinitely without the need of batteries.
Can I use my finger on my left hand or right hand?
The system is designed to capture data from either hand, as long as the fingerprint matches the finger of enrollment, the lock will function properly.
If my finger gets dirty will it still work?
The finger print sensor uses RF techniques to collect data from below the skin therefore, its "reading" ability is not affected by dirt. It is advisable however, to wipe dirt and sand off, prior to swiping, to avoid scratching the sensor's protective glass surface.
If I cut my finger will the unit still work?
The system reads sub-dermal (below the skin) fingerprint data therefore is tolerant to small cuts and skin blemishes. It will not however, read through a bandage.
Can someone "steal" my fingerprint and use it in "Identity theft" scam?
No. Your fingerprint is NOT stored in the system. The data collected during swiping is used to extract a mathematical expression of the features that make your print unique. This mathemetical representation is what is stored in memory. This method is both economical (small memory requirements) and secure (unable to duplicate the actual fingerprint).
What happens if the lock stops working and I am locked outside?
Fingerprint Locks do not take responsibility for this action. The locks come with a backup key so you should keep this somewhere easy to access incase you do need to get into your house this way. If there is an error with the lock and it does not allow you to get through the door then we advise calling a locksmith to get you in - the same as you would have to do if it was any other lock on your door.
Shipping Questions
Can I purchase a product online and have it shipped directly to another address?
Yes. If you purchase a product online as a gift or for yourself, you can have it shipped directly to another address (such as where you work). Simply enter the alternative address during the checkout process when asked for a delivery address.
How does free shipping work? What items have free shipping?
At this time if you make a purchase over the value of $500 you qualify for FREE shipping within Australia.
When will my order be delivered?
An order submitted by 4 pm EST usually will be delivered to your door within 5 - 10 working days. We apologise for the delay but due to popularity of our products at this stage we cannot ship any faster.
Where does Fingerprintlocks.com.au ship to? Do you ship Internationally?
Fingerprint locks now DOES ship internationally. On checkout of your order there will be a drop down with the list of countries we ship too.
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