FAQ's

Stack-On Products FAQs – Commonly asked questions about Stack-On products: top quality storage solutions for home, office and commercial use.

Secure Storage FAQs
Tool Storage FAQs
Garage Storage FAQs
Storage & Organization FAQs



SECURE STORAGE

Q: How much does the door weigh?
A: Approximately 1/3 of the total weight of the safe.

Q: Are extra shelves available for purchase?
A: Yes. You can order them by contacting Customer Service at 800-323-9601 (M-F, 8-4:30 CST).

Q: Can the Electronic Lock be replaced with a Combination Dial Lock?
A: No. The parts are not interchangeable.

Q: Can the door be removed?
A: Yes. Open the door, remove the hinge caps. Lift the door carefully – you will need a team lift, the door is very heavy and cannot be replaced.

Q: How do I register my Safe?
A: You can register your Stack-On safe on our web site at http://www.stack-on.com/product_registration/new

Q: Is there an opening for a dehumidifying rod?
A: Not on Stack-On fire resistant safes. We recommend using a dry desiccant or battery operated dehumidifier. On Stack-On's non-fire safes there is a hole in the back of the safe that can be used for access for an electronic dehumidifying rod cord.

Q: Why are Stack-On safes not recommended for media storage?
A: Stack-On fire resistant safes have been built to be fire resistant so that firearms and documents will not be destroyed by a fire. The internal temperature of the safe will not exceed 350° F, paper will burn at 450° F. Media such as CDs, DVDs, video tapes, jump drives, floppy drives, cassettes or photo negatives can be damaged when temperatures exceed 180° F, so the Stack-On fire resistant safes will not protect these items if a fire occurs.

Q: What is the Warranty for my safe?
A: Please review warranties on our website.

Q: How do I order a new backup key?
A: Complete the key or combination request form (pdf), which is available on this web site, and mail to Stack-On Products, Co. You can also call our Customer Service department at 1-800-323-9601 and request that a form be mailed, emailed or faxed to you for completion.

Q: For safes with electronic locks, how long does the battery usually last?
A: Approximately 1 year under normal usage. Normal usage would be accessing the contents of the safe twice a day.

Q: I have lost my instruction sheet?
A: Please review the following list of questions to help determine the model number of your safe or contact our Customer Service Department at 1-800-323-9601 (M-F, 8-4:30 CST) or by emailing customerservice@stack-on.com, to request a copy of your instruction sheet.

Q: My electronic keypad on my lock does not respond?
A: First, replace the battery and try the key pad again. If the keypad is still not responding follow the directions on your instruction sheet for using the trouble key that came with your electronic safe. Once the door is open, reset your code and test your combination with the door open. If your keypad is still unresponsive, please contact Stack-On's Customer Service department at 1-800-323-9601 (M-F, 8-4:30 CST).

Q: Only part of the electronic keypad responds?
A: Please contact Stack-On's Customer Service department at 1-800-323-9601 (M-F, 8-4:30 CST).

Q: After entering my security code, my safe will not open?
A: Make sure you have entered the # sign after you have entered your security code. Once the correct code is entered, you have 5 seconds to open the safe. If the door is not open within the 5 second period it will re-lock and you will need to enter your security code again. Make sure to turn the handle clockwise to open the safe. If the red light comes on, check the battery and replace it as necessary. If the green light on the lock turns on for a moment, followed by the red light, you have a weak battery and will need to replace it. If you receive beeps 3 times, it means you have entered the wrong code.

Q: The electronic lock will not take my security code?
A: Make sure the code is NOT longer than 8 digits. Also, please make sure the yellow light is on while you are entering your code. When you enter your new code, you will need to make sure that you confirm your code by entering the * symbol on the key pad.

Q: What happens if I cannot lock my safe?
A: If the key pad entry works you may have bent the live action locking bolts (this happens if you try to close the door with bolt still extended – they can be bent by running into the body of the safe if the door is closed too hard with the bolts out). Make sure you have retracted the bolts before trying to close the door.
If the keypad entry does not work, please contact Stack-On's Customer Service department at 1-800-323-9601 (M-F, 8-4:30 CST).

Q: The batteries in my electronic lock only last a few days or weeks?
A: Make sure the batter is new and has not expired – even if it has just been sitting on a shelf, batteries have an expiration date. If you have installed a new battery and this problem persists please contact our Customer Service department at 1-800-323-9601 (M-F, 8-4:30 CST).

Q: Questions using the back up key.
A: The location for the slot for the back up key is located beneath the electronic keypad. Normal operation of the back up key is that it goes in at the 9 o'clock position and turns to the 1 o'clock position. Please refer to your instruction sheet for additional information.

Q: The electronic lock beeps by itself.
A: Please contact Stack-On Customer Service department at 1-800-323-9601 (M-F, 8-4:30 CST).

Q: I have tried to enter my security code several times and the lock is dead.
A: After the first 3 incorrect entries the lock will not accept additional entries for 20 seconds. If 3 additional incorrect entries are entered the lock will not accept entries for 5 minutes. This is a security feature we have added to some of our electronic safes as a deterrent for tampering with the lock. In addition, you should check your battery and change it if necessary and refer to your instruction manual for additional information regarding Entering Your Security Code.

Q: Is there a safe to keep my lap top, camera, and valuables safe in my college dorm room?
A: Stack-On Personal Safes like the PS-508 can fit under a dorm room bed and be cable locked to the bed frame or other furniture ensuring your valuables in your dorm room stay safe.

Q:  Where can I purchase Stack-On products in my area?
A:  Stack-On products are sold through several retailers. You may view the dealer websites or contact our customer service department.

Q:  Can I order replacement parts for my Stack-On Product?
A:  For all parts, please contact customer service.

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TOOL STORAGE

What is the best way to store my professional tools?
A:  Stack-On has a series of professional tool chests and cabinets that will keep your tools safe and secure. For Professional Tool Storage check out our Remline series.

Q:  Where can I purchase Stack-On products in my area?
A:  Stack-On products are sold through several retailers. You may view the dealer websites or contact our customer service department.

Q:  Can I order replacement parts for my Stack-On Product?
A:  For all parts, please contact customer service.

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GARAGE STORAGE

Q: Which products are best used to organize my garage area?
A: Stack-On carries a full line of Garage Storage and Organization products specifically designed for garage, home, and office organization.

Q:  Where can I purchase Stack-On products in my area?
A:  Stack-On products are sold through several retailers. You may view the dealer websites or contact our customer service department.

Q:  Can I order replacement parts for my Stack-On Product?
A:  For all parts, please contact customer service.

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STORAGE & ORGANIZATION

Q:  Where can I purchase Stack-On products in my area?
A:  Stack-On products are sold through several retailers. You may view the dealer websites or contact our customer service department.

Q:  Can I order replacement parts for my Stack-On Product?
A:  For all parts, please contact customer service.

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