General
Shipping
After confirming your order, it will be forwarded to our shipping team for processing within 3-7 business days.
Once your order is processed by Australia Post, you will receive an email containing a tracking number. We are please to offer free shipping on all Australian orders, and the estimated delivery time is 5-12 days.
Please note shipping to Western Australia, Northern Territory and other remote locations may take longer.
Returns Policy
Items may be returned within 30 days from the date of receipt for a full refund or exchange. Products must be unused, in resale condition, and in original packaging (including all keys, flixing screws, accessories and packaging).
To initiate a return, please contact our friendly support team.
Return Shipping Costs
Customers are responsible for return shipping costs (except for defective/faulty products). All returns must include a tracking number to ensure proper processing.
Warranty
We offer 12 months warranty on all of our products.
We also provide a 30-day customer satisfaction guarantee. If our products don’t quite meet your expectations or you run into any issues, just reach out to our friendly support team, and we’ll be happy to help you resolve it or offer a refund. No hassle at all!
Faulty Products
If your item arrives damaged, defective, or incorrect, please contact us within 5 days of receipt with photos/videos. We will replace or refund the product at no cost to you. If required, we will cover return shipping for faulty products.
Features
What happens when the battey runs out?
If the batteries run out, you can still unlock the door using one of the manual override keys or by topping up the battery life with a USB-C charger. The TT Lock app also sends low battery alerts in advance, so you’ll have plenty of time to replace the batteries.
How long do the batteries last?
Please refer to the Technical Specifications for each model's estimated battery life, which typically lasts between 10 to 12 months.
Can I access the lock when I'm not home?
Yes, you can access your smart lock when you’re not home - as long as it's connected via a Wi-Fi Gateway. This allows you to lock or unlock remotely, manage users, send access codes, check activity logs and more all through the TT Lock app, no matter where you are.
How many spare keys do I get?
Each package comes with 2x IC Cards and 2x manual override keys.
Can I setup timed or temporary passcodes?
Yes! You can set up temporary passwords for regular visitors and guests. This is especially useful for Airbnb guests, support workers, cleaners, delivery drivers, and tradies, ensuring they can enter when needed. Plus, you can easily manage and revoke access as required. Refer to our App guide for further instructions.
Is there an auto-lock feature?
Absolutely! The Auto-lock feature automatically locks the door when you enter or leave the house. You have the option to turn this feature on or off.
In contrast, enabling Passage Mode keeps the door unlocked at all times unless specific lock periods are scheduled, making it ideal for offices.
Can I track who's unlocked the door and when?
Yes! The TT Lock app keeps a detailed activity log showing exactly who unlocked the door and when - whether they used a code, fingerprint, card, or key. It’s a great way to monitor access for family, guests, Airbnb stays, or cleaners.
Are the locks waterproof?
Please refer to the Technical Specifications guides for each product to determine whether they are weatherproof or waterproof.
For optimal performance, we recommended to install your smart lock in a covered area, away from direct exposure to sun and rain.
Can I transfer the Lock to another account if I move out?
Yes! To transfer your smart lock to someone else when you move out:
- Open the TT Lock app and select the lock you want to transfer.
- Tap Settings, then scroll down and select Transfer Lock.
- Enter the new owner’s TT Lock account email or phone number, and confirm the transfer.
Once accepted, the new owner will have full control, and your access will be removed automatically.
Installation
What happens if my product doesn't fit?
If your smart lock doesn’t fit your door, don’t worry - we’ve got you covered. Just reach out to our support team, and we’ll help troubleshoot or guide you through a return or exchange. We’re here to make sure you get the right fit for your door.
Do I need a locksmith to install it?
Our range of Smart Door Locks have been carefully selected to ensure the easiest installation methods possible.
The instruction manual includes a full-scale drilling template that you can align with your door frame to mark the exact drilling points if needeed.
If your current measurements align with our Sizing Guide then you should have no issues installing the lock yourself. We believe in you!
What's the difference between latch, mortise and deadbolt locks?
Here’s a quick rundown of the differences between single latch, mortise, and deadbolt locks:
Single Latch Lock:
- Common Use: Often found on internal doors or low-security areas.
- How It Works: It uses a spring-loaded latch that automatically catches when the door closes. It’s not as secure as the other two types because it typically doesn't have a separate locking mechanism.
Mortise Lock:
- Common Use: Often used in commercial buildings or older homes.
- How It Works: A mortise lock is a more complex, heavy-duty lock that’s installed inside a pocket (mortise) carved into the edge of the door. It can include a latch and a deadbolt for added security.
Deadbolt Lock:
- Common Use: Typically used for exterior doors for higher security.
- How It Works: The deadbolt is a solid metal bolt that extends into the door frame, providing a higher level of security. Unlike the latch, it doesn’t move unless manually turned by a key or thumb turn.
How do I know if the lock will fit my current door?
Use our Sizing Guide to check whether your existing door is compatible with our Smart Door Locks. In most cases, no or only minimal modifications are needed, as our locks are designed to fit standard Australian door sizes. However, if your door is older or falls outside typical measurements, some adjustments may be required to ensure a proper fit.
Do your locks support both left and right handed doors?
Yes, our smart locks are designed to be ambidextrous and work on both left-handed and right-handed doors. You can adjust the lock’s hardware during installation.
Do I need to drill new holes in my door to install it?
Our locks are designed to fit directly into your existing bore hole (50–55 mm), with no need to drill extra holes above or below the current lock placement.