Turbodecoder FAQ / HELP

Q –  Who can order from turbodecoder.com web store?

A – Principally, every responsible person can order our products for legal purposes.
There are no legal restrictions on the sale/purchase of locksmith tools in Bulgaria. The only precondition is that the customer must be 18 years of age or above.

If you order from another country please contact your local authorities. The corresponding national laws apply.

Given the nature of the products, LUCKYLOCKS decided to take some security measures, though, in order to avoid the sale of “dangerous“ tools to individuals with questionable intentions.

We delivery our tools to foreign countries without investigating the local legal situation. The customer is fully responsible for verifying whether his purchase/import of our tools is legal according to the corresponding national law. If you have any questions, please contact our customer service.

Manipulative, non-destructive tools as well as literature videos and other products are freely available. LUCKYLOCKS reserves the right to decline orders without mentioning motives. If the declined order has already been paid for, the paid amount will be refunded without substractions.

Q – How & why should I create a customer account?

A – How: To start the registration process, first click the “My Account” link at the right upper corner of your browser. Under “I AM A NEW CUSTOMER” click on the button “REGISTER”. Fill in all the required fields and choose a password of your choice (Minimum 5 characters). Your password should be something you can easily remember, because you will need it later to login to your account together with your E-Mail address.
Why: By creating an account you are able to check the status of an online order, track & trace your goods with the DHL tracking number, to view and modify your billing, shipping addresses & to view your history of purchases that you have made with LUCKYLOCKS STORE.

Q -Can I make changes to an already placed online order?

A – Yes, it is possible to make changes as long as the order has not been dispatched. Please contact us by Email or phone as quickly as possible.

Q – What kind of payment methods do you accept?

A – CREDIT CARDS  Due to the increase in credit card frauds, we reserve the right to deliver only to the cardholders billing address and if necessary also to contact you for further inquiries. 
PAY PAL: We can only ship to the address the PayPal payment was made from. If you used a Credit Card for the payment please refer to Credit Card payments above for more details. 
WESTERN UNION: The method of payment Western Union is only possible for orders over 400.00 EUR. Please contact us before making a Western Union payment. You will need further details (recipient must be a person etc.) in order to make a Western Union transaction. 
PAYMENT ON PROFORMA INVOICE: Large registered companies, governmental agencies etc. can opt to make the payment on reception of the merchandise and invoice. Place your order by e-mail , we will send you proforma invoice, once you check and confirm we will take care of shipping the items with original invoice and the payment can be done within 30 days!

Q – Can I pay after receiving the invoice?

A – Please understand that only governmental bodies, large identified companies and existing customers have the opportunity to make payments against invoice.

Q – Being a foreign customer, do I have to pay Bulgarian VAT?

A – If you, as a European business client, have in your possession a valid VAT identification number, we will not charge the Value Added Tax. However, the amount will be withheld until completion of the manual validation check. As soon as your VAT identification number has been validated, you will receive an immediate refund. In such cases, Value Added Tax will not be reflected on your invoice. 
If we are unable to validate your VAT identification number, the Value Added Tax will be charged and reflected on the invoice. 
Non-EU customers are not subject to Bulfarian tax regulations and will not be charged VAT on their orders.

Q – Which shipping carrier does Luckylocks use?

A – We ship worldwide at very low prices with DHL Express, our main distribution partner. For low cost orders we can use low cost delivery services as regular post or else.

Q –  Can I track/trace my parcels online?

A – Yes. When your order is dispatched, you will receive a tracking number for your parcel. With the tracking number you can track the delivery of your parcel online.

Q –  How is it possible for Luckylocks to ship within 24hrs on working days?

A – We constantly hold all offered products in stock, so that during weekdays they can be dispatched within 24 hours. In some cases brief delivery delays can occur. However, in such a case the customer will be notified.

Q –  Could there be any delays in dispatching?

A – If the submitted order contains incorrect or incomplete data, then there is a possibility of delaying. So please make sure you enter all the required information as correctly as possible.

Q –  How secure is my personal data?

A – All data transfer of private information is protected by a 128 bit SSL (Secure Socket Layer) data encryption. We are cooperating with GeoTrust to guarantee the highest possible standard of data security.

Q –  Will my personal data be stored for any reason?

A – Yes, your personal information is gathered & stored for the purposes of fulfilling your order, to establish and maintain relations with customers, to provide ongoing services, to understand customer needs and preferences and to meet legal and regulatory requirements. You may also read our privacy policy for further details.

Q – Will my personal data be passed on to a third party?

A – No! We expressively do not pass your private data to third parties for publicity, mailings or similar reasons. We will neither send you any further product information / publicity if you do not wish so.

Q –   Is it possible to cancel my customer account?

A – Yes! For security reasons you cannot cancel your account yourself, though. We will first have to verify that the request for cancellation is legitimate. If you wish to cancel your account please contact our hotline.

Q – Am I allowed to copy images and texts for commercial purposes?

A – No! LUCKYLOCKS  is the sole proprietor of all intellectual content, pictures, etc. When exceptions are made to this rule all rights have to be granted in written form. Unauthorized use will be persecuted legally without further notice!

I -Information for public institutions & authorities

Luckylocks provides a wide spectrum of helpful products and services to public institutions, authorities 
and organizations in charge of tasks related to safety and security. Our team in Bulgaria will be pleased to 
assist and advise you if you have questions about our products and individual offers to suit your needs. 
If you represent one of the above-mentioned organizations, Luckylocks will of course extend on 
account payment options to you. 
To activate your customer account for this option, we will need your prompt written legitimation via e-mail. 

 

If you wish to place an immediate online order, please follow the steps set forth bellow:
 

1. Create a customer account for your organization 
2. Choose the products you need and place them in the shopping cart 
3. Proceed to Checkout and under Payment options choose 
   “Advance payment per bank transfer” 
4. Type the term “On account customer” into the Comments field 
5. Accept our Terms and Conditions (TOC) and finalize the purchase 
6. e-mail  your legitimation to us promptly 
7. Once we have verified your legitimation, we will ship your order 
8. We will activate your account for you to order any upcoming purchases on account

Please do not hesitate to contact us if you need further assistance or a quotation for your specific needs.
Our team in Sofia will be glad to help!

Email: turbodecoder@gmail.com
Telephone: +359 897 865359, reachable Mon – Fri, 9 am – 7 pm.  

We look forward to receiving your order. 

LUCKYLOCKS TEAM