Frequently Asked Questions

• How do I place an order?

  Depending on the fire department, there are 3 ways you can place an order:

  1. Placing your order on line through eApproval
     • An eApproval is a two-step process; you place your order on our website at www.knoxbox.com. Your request gets emailed to the fire department for their approval
     • Once the fire department approves your order you will receive an email with a link; you'll click on that link and it will bring you back to your approved cart. You will then enter your billing, shipping and payment information.
  2. Contacting the responding fire department and requesting an Authorization Order Form. The order form would need to be signed by someone who is an authorized signer at the fire department. Once you have the order form filled out you could either fax at 623-687-2290 or scan and email to orders@knoxbox.com. If you are paying with a check you would need to mail your check along with your order form to Knox Co 1601 W Deer Valley Rd Phoenix AZ 85027
  3. If the fire department does not require you to get authorization
     • You could place your order online at www.knoxbox.com.
     • You could place your order with a Customer Service Representative by calling (800) 566-9269 and we can take your order over the phone with a credit/debit card payment.
• Can I fax or email the Authorization Order Form to the Knox Company?
  Depending on the responding fire department rules. There are some fire departments that require you to mail the original order form. Please contact a Customer Service Representative by calling (800) 566-9269 to confirm if your fire department is one of them. If you are paying with a credit/debit card you could fax your order form to (623) 687-2290 or email to orders@knoxbox.com.
• How long does it take to get my Knox Product?
  Processing on all orders is 24-48 hours. Standard shipping for FedEx ground delivery is 5-10 business days. We could expedite delivery of your order to 2nd day or Next Day Delivery at an additional cost. Please contact Customer Service by calling (800) 566-9269 for rates.
• Pricing? How much does a Knox Box Cost?
  Pricing is available by contacting Customer Service at (800) 566-9269. Also, by accessing the On-Line Store on our website by clicking Buy and entering the name of the fire department. The Price List is also available on all Authorization Order Forms provided by the responding fire department.
• What is an Alarm Tamper Alert?
  An Alarm Tamper Alert is a device you can install inside your Knox Box, it would be connected to your alarm system. Whenever your box is tampered with, your alarm company would be notified. You also have the option of connecting the tamper alert to your fire alarm system.
• Who installs the Alarm Tamper Alert?
  It would be installed by your alarm company or by an electrician.
• Do I need a Recessed Mounting Kit (RMK) for my recessed box?
  The only time a Recessed Mounting Kit (RMK) is recommended is when you are building a new wall, new masonry or pouring in concrete. If your wall already exists, a Recessed Mounting Kit is not needed.
• How do I install a Knox product?
  It is recommended you install Knox boxes to a secure, solid wall, beam, or post. A six-foot height level is recommended to resist vandalism. Please refer to the installation instructions that are shipped with each product. To be sure, please contact your authorized fire department for a specific mounting location.
• Where can I get a W9?

  A W9 can be obtained by clicking on the following link: W9 Form.pdf

• Are you LEED Compliant?
  Knox Co does not participate in LEED (Leadership in Energy and Environmental Design) certification. If you have any questions on the products or materials used on the assembly of all Knox products, please contact a Customer Service Representative at (800) 566-9269.
• Questions on Products?
  On top of our webpage you will look for the tab that says "Support". Under the "Support" tab select "Owner Manuals, Brochures, Specs" and select the product you have questions on or need more information.
• Where can I get order or shipping status?

  Please contact Customer Service at (800) 566-9269 Option 1 and request order status. Be prepaid to provide a sales order number or what name the order was placed under. Order tracking numbers can be found in the "My Orders" Section 

• What product do I need to order?
  Depending on what you are using the product for would help you select the correct product. Please refer to our website to select the product that would meet your requirements.
• Where can I get a copy of my invoice or credit card receipt?
  Please contact Customer Service at (800) 566-9269 Option 1 and request a copy of your invoice or credit card receipt. Be prepared to provide a sales order number or what name the order was placed under.
• Where can I get a RUSH or International shipping quote?

  Please make sure to select an expediting shipping method when entering the order from the beginning or contact Customer Service at (800) 566-9269 Option 1 and request a RUSH shipping quote. Be prepared to provide the model #, quantity, and zip code to the delivery address.

• How do I make changes or cancel my order?
  Please contact Customer Service at (800) 566-9269 Option 1 and request any changes or cancellations to your order. Be prepared to provide a sales order number or the name the order was placed under.
• Who is my responding department?

  You the customer are responsible for finding out what fire department your product needs to be keyed to. Suggestion: Contact the local fire department near the installation address.

• What is the process to Re-key my Knox Product?

  Contact Knox Customer Service at 800-566-9269 and any representative will assist you in getting your re-key set up. 

• What is the cost of a Re-key?

  The cost to re-key a Knox product is $75 plus shipping and handling. 

• Are there any discounts?

  We do not offer any discounts on our product.

• Where is my Key?

  Only the local emergency service departments will have the key to open your Knox Box.

• Why do you need the installation address?

  The installation addresses are required for fire department use in an emergency for their knowledge of who has a Knox box and who doesn’t. 

• Do you have any distributors in my area?
  The Knox Company has numerous authorized Trusted Partners with locations in fire department jurisdictions throughout the U.S. Each trusted partner sells and installs rapid access products that have been approved by the local authority having jurisdiction (AHJ). These authorized partners and the Knox Company, are the only entities that can sell and install Knox products. Due to the high security nature of each product, it is strongly recommended that installations be completed and commissioned by a Knox Trusted Partner that works in conjunction with the local fire jurisdiction.

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