Yale Support

Contact Information

Customer Service

Do you have a question or concern regarding your order, return or exchange? Contact Yale’s Customer Service team.
1-800-438-1951
Monday – Friday 8am – 4:30pm EST
Service@YaleLock.com

Technical Support

Looking for help with physical installation or set up with your Yale app? Contact Yale’s Technical Support team. For questions regarding integration with your smart home or alarm system, we recommend working with the controller’s support team first and then three way calling with YALE Technical Support if necessary.
1-855-213-5841
Monday – Friday 8am-7pm EST
Saturdays 10am – 3pm EST
Support@YaleLock.com

Terms of Service

PLEASE READ THESE TERMS OF SERVICE (THESE “TERMS OF SERVICE”) CAREFULLY. BY OPTING TO DOWNLOAD A COLLAGE FROM YALE2YOU.COM (BY CLICKING THE “I AGREE” BUTTON), YOU AGREE TO THESE TERMS OF SERVICE FOR USING THIS WEBSITE, ANY OF ITS SUBDOMAINS, AND any software applications included or accessible through THIS website (COLLECTIVELY, THE “WEBSITE”). You must be 18 years or older to use this Website. If you do not accept and agree to these Terms of Service, or if you are younger than 18 years of age, please exit this Website now.

The Website is owned by ASSA ABLOY 2U Inc. and operated through its Yale2You division (“Yale” or “we”). All references to “User” in these Terms of Service shall refer to you as well as other users of the Website.

We reserve the right to alter these Terms of Service at any time. If so altered, we will post our updated Terms of Service on this page and post notice of the change so it is visible when you visit and/or log on to the Website for the first time after the change is posted. Your continued use of the Website after the changes have been posted shall constitute your acceptance of the changes. If you do not agree to the updated Terms of Service, you must immediately cease your use of the Website.

1. Your Rights

Yale hereby grants you a limited, fully revocable, non-exclusive, non-transferable, non-assignable right to access and use the Website, provided that you fully comply with these Terms of Service. Yale may suspend or terminate your right to access and use the Website at any time and for any reason

When you sign up to use certain services available on the Website, you will be required to choose a user name and a password to establish an account, and you may be asked from time to time to provide additional information to supplement your profile. You are responsible for the security of all passwords and other access credentials required to access the Website. You are responsible for any activity that occurs under your account. You agree to notify Yale immediately if you suspect any unauthorized use of your user name, password, or access to your account. YOU SHALL NOT USE THE ACCOUNT, USER NAME, OR PASSWORD OF ANOTHER USER AT ANY TIME, NOR SHALL YOU PERMIT ANY OTHER PERSON TO USE YOUR ACCOUNT, USER NAME, OR PASSWORD TO ACCESS OR USE THIS WEBSITE.

2. Collage Builder Service

In addition to the information and online store available on our Website, the Website provides an online service that, among other things, allows Users to create a collage or mosaic working with Yale-provided images of products, artwork, decor items, colors, and shots of home interiors and exteriors. Users can also use their own images and mix and match Yale products to see how it all comes together. You may build your collage in the Website by following the directions in the Collage Builder section of our Website (your “Collage”).

By importing, downloading, or uploading any artwork, photos, or other items not provided by us on the Website (the “Image(s)”) into your Collage, you represent and warrant that: (a) you are the owner of the Image(s) and have the right to use the Image(s) in the Collage, or if you are not the owner, that you have a license to use the Image(s) in the Collage; (b) none of the Images you use in your Collage infringe or violate any third-party intellectual property rights, moral rights, or any other proprietary rights; and (c) you are using the Image(s) solely for your personal use and not for distribution or for any business-related reason.

You will not:

  1. (a) import, download, upload, or otherwise transmit any Image into or via the Website that:
    1. (1) infringes or violates the intellectual property (including copyright and trademark) rights, moral rights, rights of publicity, or other proprietary rights of another party;
    2. (2) is unlawful, harmful, threatening, harassing, libelous, defamatory, obscene, vulgar, invasive of another’s privacy, discriminatory, hateful, or otherwise unsuitable; or
    3. (3) exhibits expressions of abuse, offensive language and/or imagery, obscenity or pornography, including child abuse, child pornography, sexually explicit situations, cruelty to humans or animals, or any other material that could give rise to any civil or criminal liability under applicable law, or that shows any person involved in illegal activities; or
  2. (b) forge headers or otherwise manipulate identifiers to disguise the origin of any Image(s).

3. Ownership

The Website and all materials on the Website, including text, graphics, images, software, and audio and video clips (collectively, the “Content”) are owned or controlled by Yale, its affiliates, and/or their licensors, which retain all worldwide intellectual property rights and proprietary rights related in and to the Website and its Content. Yale, its affiliates, and their licensors reserve all rights in and to Website and Content not expressly granted to you in these Terms of Service, and no other licenses or rights are granted by implication, estoppel, or otherwise.

The trademarks, logos, and service marks (“Marks”) displayed with the Website are the property of Yale, its affiliates, and/or their licensors. You are not permitted to use these Marks without the prior written consent of Yale or the third party that owns such Marks.

To the extent that you provide Yale with any suggestions, information, ideas, or feedback concerning the Website, including through emails, voice mails, postings, or feedback forms (“Feedback”), any such Feedback will be the sole and exclusive property of Yale. You agree to assign and hereby assign to Yale all right, title, and interest worldwide in and to the Feedback and all related intellectual property rights, and you agree to assist Yale in perfecting and enforcing such rights. You agree that any Feedback you submit is not being made in confidence or trust and that no confidential, advisory, or fiduciary relationship is intended or created between you and Yale in any way. You further acknowledge and agree that you have no expectation of any review of, or compensation or consideration for, any of your Feedback.

4. Usage Restrictions

Except for the specific rights you have under Section 2 to build your Collage, you may not, nor may you authorize any third party to: (a) modify, edit, copy, reproduce, frame, create derivative works of, reverse engineer, alter, enhance, scrape, or in any way exploit the Website or any of its Content in any manner; (b) use the Website as a service bureau; (c) rent, lease, loan, sell, license, publish, republish, display, post, transmit, resell for profit, or distribute the Website or the Content in any form by any means, in whole or in part; (d) remove or alter any proprietary notice or legend regarding Yale’s proprietary rights in the Website and Content; (e) use or access the Website from outside the United States of America; (f) export the Website outside of the United States of America; (g) transmit any worms or viruses or any code of a destructive nature on or through the Website or introduce software or automated agents to the Website, generate automated messages, or strip or mine data from the Website; (h) use the Website or any information obtained from the Website to contact, advertise to, solicit, or sell to any User without their prior explicit consent; or (i) use the Website in any way that: (i) violates any applicable laws and regulations; (ii) accesses or copies any data or information of other Users; (iii) interferes with or disrupts the integrity or performance of the Website or any Content or information in it; (iv) abuses, intimidates, harasses, threatens, or interferes with another User’s use of the Website; (v) interferes with, disrupts, or creates an undue burden on the Website or the networks or services connected to the Website; or (vi) is otherwise not permitted by these Terms of Service.

5. Online Store; Payment Terms

Yale utilizes a third-party provider to process all payments made by Users in connection with any transactions involving the Website. Yale is not a bank or other chartered depository institution.

By providing Yale with your payment information (including any credit card information), you agree that Yale is authorized to immediately charge your account for all fees and charges due and payable to Yale as a result of the transactions conducted using the Website. You agree that no additional notice or consent is required before Yale charges such account. You agree to immediately notify Yale of any changes in your account/payment information. Yale reserves the right, at any time, to change its prices and billing methods, either immediately upon posting notice of the changes on the Website and/or by email notification to your email address on file in connection with your account.

Taxes, fees, and other charges (including sales, use or value-added taxes) incurred in connection with your purchases in our online store shall be your responsibility. Yale shall have no responsibility to collect or withhold any amounts from Users for the purpose of paying such taxes, fees, or other charges to a government authority.

6. Warranty – Terms of Service

You represent and warrant to Yale that (a) you have the legal power and authority to agree to and be bound by these Terms of Service; and (b) you have not falsely identified yourself nor provided any false information to gain access to the Website.

7. Disclaimer

THE WEBSITE IS PROVIDED AS-IS AND YALE, ITS AFFILIATES, AND THEIR LICENSORS EXPRESSLY DISCLAIM ANY AND ALL WARRANTIES AND REPRESENTATIONS OF ANY KIND WITH REGARD TO THE WEBSITE AND YOUR USE OF THE WEBSITE UNDER THESE TERMS OF SERVICE, INCLUDING ANY WARRANTY OF NON-INFRINGEMENT, TITLE, FITNESS FOR A PARTICULAR PURPOSE, FUNCTIONALITY, DATA ACCURACY, OR MERCHANTABILITY, WHETHER EXPRESS, IMPLIED, OR STATUTORY. WITHOUT LIMITING THE FOREGOING, YALE DOES NOT WARRANT THAT THE WEBSITE WILL MEET YOUR REQUIREMENTS, OR THAT THE OPERATION AND RESULTS OF THE WEBSITE WILL BE UNINTERRUPTED OR ERROR-FREE OR WILL YIELD ANY SPECIFIC RESULTS, OR THAT DEFECTS IN THE WEBSITE WILL BE CORRECTED. YOU ACKNOWLEDGE AND AGREE THAT YALE HAS NO OBLIGATION TO CORRECT ANY DEFECTS OR ERRORS IN THE WEBSITE, REGARDLESS OF WHETHER YOU INFORM YALE OF SUCH DEFECTS OR ERRORS OR YALE OTHERWISE BECOMES AWARE OF SUCH DEFECTS OR ERRORS. YALE IS NOT RESPONSIBLE FOR THE ACCURACY OR COMPLETENESS OF INFORMATION AVAILABLE FROM OR THROUGH THE WEBSITE.

SOME JURISDICTIONS DO NOT ALLOW THE EXCLUSION OF IMPLIED WARRANTIES OR LIMITATIONS ON HOW LONG AN IMPLIED WARRANTY MAY LAST, IN WHICH EVENT THESE LIMITATIONS WILL APPLY TO THE MAXIMUM EXTENT PERMITTED BY LAW, BUT SOME OR ALL OF THE ABOVE LIMITATIONS MAY NOT APPLY TO YOU.

8. Limited Remedy; Limitation on Liability

YOUR SOLE RECOURSE FOR DISSATISFACTION WITH THE WEBSITE IS TO STOP USING THE WEBSITE. TO THE MAXIMUM EXTENT PERMITTED BY APPLICABLE LAW, YALE SHALL NOT BE LIABLE FOR ANY LOSS OR DAMAGE ARISING OUT OF OR RESULTING FROM YOUR USE OF OR RELIANCE ON THE WEBSITE. THIS LIMITATION OF LIABILITY IS INTENDED TO APPLY WITHOUT REGARD TO WHETHER OTHER PROVISIONS OF THIS AGREEMENT HAVE BEEN BREACHED OR HAVE PROVEN INEFFECTIVE, AND WITHOUT REGARD TO THE TYPES OF DAMAGES CLAIMED, INCLUDING ANY DIRECT, INDIRECT, INCIDENTAL, SPECIAL, CONSEQUENTIAL, OR PUNITIVE DAMAGES, WHETHER UNDER ANY CONTRACT, NEGLIGENCE, STRICT LIABILITY, OR OTHER THEORY, EVEN IF WE HAVE BEEN ADVISED OF THE POSSIBILITY OF SUCH DAMAGES. THIS LIMITED REMEDY GIVES YOU SPECIFIC LEGAL RIGHTS. YOU MAY HAVE OTHER RIGHTS THAT VARY FROM JURISDICTION TO JURISDICTION.

9. Indemnification

You shall defend, indemnify, and hold harmless Yale and its affiliates and each of their officers, employees, agents, and licensors from any loss, liability, claim, or demand (including reasonable attorneys’ fees) arising from any third-party claim due to or arising out of (a) your use, or any use by a person using your account, of the Website in violation of, or in a manner not authorized by, these Terms of Service; (b) your use of any Images; or (c) your negligence or willful misconduct.

10. Electronic Communications

The communications between you and Yale use electronic means, whether you visit the Website or send Yale emails, or whether Yale posts notices on the Website or communicates with you via email. You hereby (a) consent to receive communications from Yale in an electronic form; and (b) agree that all terms and conditions, agreements, notices, disclosures, and other communications that Yale provides to you electronically satisfy any legal requirement that such communications would satisfy if it were be in writing. The foregoing does not affect your statutory rights.

11. U.S. Export Controls

The content and software available in connection with the Website are further subject to United States export controls, and no such content or software may be downloaded from the Website or otherwise exported or re-exported in violation of applicable United States export laws and/or regulations.

12. Governing Law and Injunctive Relief

These Terms of Service shall be governed by the laws of the State of Connecticut without giving effect to any conflict of laws principles that may provide the application of the law of another jurisdiction. You and Yale agree to submit to the jurisdiction of, and agree that venue is proper in, the federal and state courts serving New Haven, Connecticut (USA) in such legal action or proceeding. The application of the United Nations Convention on the International Sale of Goods is expressly excluded. Yale may seek injunctive or other equitable relief to protect its intellectual property rights in any court of competent jurisdiction. You shall always comply with all the international and domestic laws, ordinances, regulations, and statutes that are applicable to your use of the Website.

13. Links to Third-Party Websites

The Website may be linked to other websites that are not Yale websites (“Third-party Websites”) and certain areas of the Website may allow you to conduct transactions or purchase goods or services from or through such Third-party Websites. Yale is providing these links to you as a convenience, and Yale does not verify, make any representations, or take any responsibility for such linked-to Third-party Websites, including the truthfulness, accuracy, quality, or completeness of the content, links displayed, or activities conducted on such Third-party Websites. The Third-party Websites may have different privacy policies and terms and conditions and business practices than those of Yale. Any reference on the Website to any product, process, publication, or service of any third party, by trade name, domain name, trademark, trade identity, service mark, logo, manufacturer or otherwise does not constitute or imply Yale’s endorsement or recommendation.

14. General

Yale may assign these Terms of Service, in whole or in part, at any time. You may not assign these Terms of Service, or any part of them, to any other person. Any attempt by you to do so is null and void. If any provision of these Terms of Service is held to be unenforceable, that provision will be enforced to the extent permissible by law (if at all) and the remaining provisions will remain in full force. No waiver under these Terms of Service will be valid or binding unless set forth in writing and duly executed by the party against whom enforcement of such waiver is sought. Any such waiver will constitute a waiver only with respect to the specific matter described therein and will in no way impair the rights of the party granting such waiver in any other respect or at any other time. Any delay or forbearance by either party in exercising any right hereunder will not be deemed a waiver of that right. When used in these Terms of Service, “including” and words of similar import mean “including but not limited to”. You must bring any claim related to the Website within one year from the date on which the claim first could be filed, or such claim will be permanently barred. The proprietary rights, disclaimer of warranties, indemnities, limitations of liability, and the rights, duties, and obligations of the parties that by their nature continue and survive shall survive any termination of these Terms of Service.

If you have any questions regarding these Terms of Service or the Website, please direct all correspondence to: service@yalelock.com.

Privacy Statement

For Privacy Statement, Legal Notice and Terms of Use, please click here.

Lifetime Limited Warranty

YALE SECURITY INC. warrants against all defects in workmanship, materials and operation for our Residential line of products (Yale Real Living™*, Design Elements™ from Yale®, YH Collection™ from Yale®, New Traditions® from Yale®, and Interconnected Series) for as long as such lockset is used by the original end user of the product.†
*Electronic components warranted ONE (1) YEAR

YALE SECURITY INC. does not warrant defects with respect to any products that we determine were improperly installed or were the consequences of uses for which our products were not designed. This warranty does not cover finish defects caused by the use of paints, solvents, or other chemicals which come in contact with the lockset or resulting because the products were otherwise operated, maintained, repaired or altered improperly or contrary to our applicable instructions. This warranty shall expire at such time as the original end user of the warranted product transfers ownership thereof to any other person.

Our only liability, whether in tort, or contract under this warranty or any expressed or implied warranty, is, at our option, to repair or replace locksets that are returned, shipping charges prepaid and with our prior written authorization, to our customer shipping department at the address set forth below.

IN NO EVENT SHALL YALE SECURITY INC. BE LIABLE TO YOU OR TO ANY OTHER PERSON FOR DIRECT OR INDIRECT, CONSEQUENTIAL, INCIDENTAL, OR SPECIAL DAMAGES, ARISING BY REASON OF A BREACH OF THIS WARRANTY.

Products may only be returned to us hereunder. We will determine whether locksets returned for repair or replacement, qualify for repair or replacement under this warranty; if they do not, we will notify our customer of estimated cost of repair or replacement and will obtain authorization prior to proceeding. We have no liability to pay any costs to repairs performed by anyone other than us, unless in each instance we have given written approval to such repair. YALE SECURITY INC. shall not be responsible for any costs incurred for the removal or reinstallation of locksets under the terms of this warranty. Cosmetic claims will be replaced only one time at no charge.

†When the lockset has been used for commercial, institutional, industrial or other installations other than single-family dwellings, the mechanical parts warranty is reduced to THREE (3) YEARS and the finish warranty is reduced to ONE (1) YEAR.

YALE SECURITY INC. MAKES NO WARRANTY OF MERCHANTABILITY OR FITNESS FOR A PARTICULAR PURPOSE WITH RESPECT TO THE PRODUCTS DELIVERED HEREUNDER. THIS LIMITED WARRANTY IS EXPRESSLY IN LIEU OF ALL OTHER EXPRESS OR IMPLIED WARRANTIES WITH RESPECT TO THE PRODUCTS SOLD HEREUNDER.

SOME STATES DO NOT ALLOW LIMITATIONS OF HOW LONG AN IMPLIED WARRANTY LASTS OR THE EXCLUSION OR LIMITATION OF INCIDENTAL OR CONSEQUENTIAL DAMAGES, SO THE ABOVE LIMITATIONS AND EXCLUSIONS MAY NOT APPLY TO YOU. THIS WARRANTY GIVES YOU SPECIFIC LEGAL RIGHTS, AND YOU MAY ALSO HAVE OTHER RIGHTS WHICH VARY FROM STATE TO STATE.

Shipping Information

We understand how important it is that your order arrives promptly. We provide multiple shipping options to fit your needs.

Shipping Policy Lead Time:
Standard lead time is 72 hours after submitting an order. Please note, the lead time does not include the time in transit.

Shipping Methods:
UPS Ground, UPS 3rd Day Select, UPS 2nd Day, UPS Next Day Air.

Shipping Costs:
Shipping costs will be calculated upon placing an order.

Freight:
All products are invoiced FOB our factory in New Haven, CT. Title and risk of loss and damage pass to you upon our transfer or product to carrier. You will be invoiced and agree to pay all higher freight charges for extra destinations and for special carrier(s) designated by you. Shipping schedules are estimated only and cannot be guaranteed. We are not liable for any delay in shipments. Discrepancies must be noted with carrier upon receipt as they are your reasonability to claim.

Return & Refund Policy

Non-Installed Product Returns Policy

YALE SECURITY INC. has taken care to ensure the advice and information we give within this site is accurate and that it helps you to select the right products.

However, we understand that from time to time, the product you have chosen may not be suitable. If you are not completely satisfied with any item you ordered, please return it in the original unopened packaging stating your order number within 14 days of the date of receipt and we will refund your money. In this instance, we would ask that you pay the return delivery charge. Please see section below on returns process.

Returning damaged, faulty or incorrect goods

In the unfortunate event that you receive the wrong goods or the goods are damaged or incomplete, or that the goods develop a fault, you may return the products within the products warranty period. All goods received 90 days after the purchase are only available for a replacement.This does not affect your statutory rights. In this instance, we will refund the cost of return delivery to you.

When you return goods, please retain proof of posting from your shipper. Without this we cannot be responsible for any items that fail to reach us. We always try to process returns as soon as they arrive.

Returns process

We have tried to make the process for returning items as simple and quick as possible. In order that we can track the return delivery of your goods, we ask that you to advise us of your intention to return the items. Please do this by emailing us at service@yalelock.com quoting your order number. Once we receive your return request we will process an RMA and forward you instructions to return the product. If you do not contact us prior to returning your items we will not be able to process your return. 

When do I get my refund once I have returned an item?

You can expect a refund in the same form of payment originally used for purchase within three weeks of receiving your return. Please note after 90 days we will not be able to process a refund.

What are my rights under the Federal Trade Commission?

If you are contracting with us as a consumer, you have the right to cancel your contract at any time up to 7 working days after the day on which you receive the goods you ordered. You must take reasonable care of the goods whilst in your possession and they must be returned to us promptly at your cost. You must inform us of the cancellation of the contract.

This is not intended to be a full statement of all your rights under the Federal Trade Commission. Full details of your rights under the Federal Trade Commission Regulations regarding ‘Shopping Online’ are available from www.USA.gov.

Installed Product Returns Policy

If installed, the products are non-returnable, but faulty products will be replaced.