Frequently Asked Questions
TheSentryShop Frequently Asked Questions
Ordering & Shipping
1. What are the shipping times?
Orders are processed within 1–2 business days. Once shipped, transit typically takes 6–12 business days within the United Kingdom, for an estimated delivery time of 7–14 business days.
2. Do you offer free shipping?
Yes, we offer free shipping on all orders within the United Kingdom. No minimum order value is required.
3. What is the order cutoff time?
Order cutoff time: 5:00 PM UK time. Orders placed after this time are processed the following business day.
4. How do I track my order?
Once your order is shipped, you will receive an email containing your tracking information, or check anytime on our Track Your Order page. Please note that it can take up to 24–48 hours for tracking information to update after dispatch.
5. Do you offer international shipping?
Currently, TheSentryShop ships exclusively within the United Kingdom. We may expand to other countries in the future.
Payments & Checkout
6. What payment methods do you accept?
We accept:
- Credit and Debit Cards: Visa, Mastercard, American Express, Diners Club, Discover, Maestro, UnionPay
- Apple Pay & Google Pay (on compatible devices)
- Shop Pay & Shop Pay Installments
7. Is it safe to pay on TheSentryShop?
Absolutely. All transactions are encrypted, and processed securely in British Pounds (GBP). We do not store your card details. Please see our Payment Policy for full details.
8. When will I be charged?
You are charged immediately after your order is confirmed. You'll also receive an order confirmation email.
Returns & Refunds
9. What if I don't like my new smart lock?
No problem — we offer a 30-day Return & Refund Policy, so if it's not right for you, you can return the product for a refund.
10. How do I return a product?
Contact support@thesentryshop.com to initiate your return. We'll provide instructions for sending it back. Items must be returned unused, in their original packaging, and include all accessories.
11. What if my item arrives damaged?
If your item arrives damaged or defective, contact support@thesentryshop.com as soon as reasonably possible and we'll arrange a replacement or refund.
12. How long does it take to get a refund?
Refunds are processed within 7 business days after we receive your returned product. Approved refunds are issued to the original payment method.
Products
13. Do your products come with a warranty?
Yes — every product includes a 12-month limited warranty, alongside our 30-day Return & Refund Policy. Full terms are on our Warranty Policy page.
14. How do you select TheSentryShop products?
We carefully select every product we offer with a focus on build quality, ease of installation, reliability, and overall value.
From keyless entry systems to smart deadbolts, we choose products designed to fit naturally into everyday home security routines.
15. Do smart locks guarantee against unauthorised entry?
No lock or security device, smart or otherwise, can guarantee against all forms of unauthorised entry. Our products are designed to be one part of a broader approach to home security. For guidance on your specific security needs, we recommend consulting a qualified locksmith or security professional.
General
16. How do I contact TheSentryShop?
Email our support team at support@thesentryshop.com — we're available Monday–Friday, 9:00 AM – 5:00 PM UK time, and respond to all emails within 24 business hours.
17. Can I cancel or change my order after it's placed?
If your order has not yet shipped, you may request a cancellation or change by contacting our support team at support@thesentryshop.com
Once your order has shipped, it can no longer be modified or cancelled. Eligible items may still be returned in accordance with our Return & Refund Policy.
18. How can I be sure I'm buying the right product?
Choosing the right smart lock depends on your door type, existing hardware, and how you plan to use it, such as keyless entry, remote access, or activity monitoring.
If you need help deciding, contact our support team at support@thesentryshop.com — we're happy to answer questions and help you compare options based on product features and your needs.
19. Where are TheSentryShop products shipped from?
Our products are fulfilled and shipped through international logistics partners and warehouses, so the shipping origin differs from our registered business address. Every order is covered by our 30-day Return & Refund Policy and 12-month limited warranty, regardless of fulfilment location.
20. Do you have a physical store?
TheSentryShop is an online-only retailer serving customers across the United Kingdom. This allows us to offer a focused selection of security products while maintaining competitive pricing and convenient delivery.
Contact Information
TheSentryShop
Address: Airedale House Business Centre, 423 Kirkstall Road, Leeds, LS4 2EW, United Kingdom
Email: support@thesentryshop.com
Phone:+447893931891
Customer Service Hours: Monday–Friday, 9:00 AM – 5:00 PM UK time
Response Time: We respond to all emails within 24 business hours (Monday–Friday). Emails received over the weekend are answered on Monday.