Lockly's FAQ tells shoppers that before purchasing they should "measure your door's thickness and backset accurately" and "compare these measurements with the specifications provided by Lockly", but the site gives them no way to do that comparison. The specs differ by model (deadbolt and latch editions, thin doors under 40mm that need extra steps), so the question lands on retailers and support: one retailer's answer to "How would I tell if this Lockly set... fits my door?" needs five separate measurements. Schlage already helps buyers with a selector. With locks at $170-$500 and a 30-day return window, every doubt about fit is a lost sale, a support call or a return.
First action
Put every lock's door specs (thickness range, backset, cross bore, edge bore, door type) into one spreadsheet.
How to measure it
Fit-related returns and tickets
- Now
- –
- Target
- -30%
- By
- 90 days
Steps
Build the spec table
Thickness, backset, bores, door type and handing for every lock.
Product Manager 3 days
Pull the baseline
Last 90 days of returns and tickets about fit, by model.
Customer Experience Lead 2 days
Draw the questions
Four questions with simple door diagrams and a ruler guide.
Designer 3 days
Write the outcomes
Fits, fits with adapter, fits with kit or thin-door steps, or a better model.
E-commerce Manager 2 days
Build it
A Shopify app block on the top five lock pages, saving the answer to the cart.
Shopify Developer 1 week
Update the FAQ
Point the door-fit answer to the checker and the guide page.
Customer Experience Lead 1 day
Measure
Add-to-cart, conversion and fit returns against the baseline, then roll out to all locks.
E-commerce Manager monthly
Why it works
Add a "Will it fit my door?" check above Add to Cart on every lock page: four picture-led questions (door thickness, backset, bore hole size, what is on the door today: deadbolt, knob/lever or mortise) plus door handing. The result is one of four: fits as is; fits with the included adapter; fits with the retrofit kit or the thin-door steps; or "choose this Lockly instead" with a link to the model that fits. Save the answer to the cart and order so install emails and support know the door, and reuse the same data on a single door-fit guide page and in the FAQ answer.
Fit is the one question a buyer cannot answer from photos, and it is a physical yes or no. Answering it on the page removes the last doubt before checkout, recommending an alternative model keeps the sale instead of losing it, and support starts every install call already knowing the door.
Ready to use
ChecklistDoor-fit check: questions and outcomes
[ ] Q1 Door thickness (with ruler diagram): under 1-3/8" / 1-3/8"-2" / over 2" [ ] Q2 Backset: 2-3/8" or 2-3/4" [ ] Q3 Cross bore: 2-1/8" or other [ ] Q4 What is on the door now: deadbolt / knob or lever / mortise [ ] Handing: left or right [ ] Outcome A: fits as is [ ] Outcome B: fits with included adapter [ ] Outcome C: fits with retrofit kit or thin-door steps [ ] Outcome D: choose a different Lockly (link) [ ] Save answers to cart and order notes
Risks and how to handle them
Shoppers measure wrongly
Show diagrams and a printable ruler, and offer a photo check by support.
Spec data drifts as models change
Make the spec table part of every product launch checklist.
Evidence
- Help centerFAQ, "How do I know if my door fits a Lockly® lock?": "Before purchasing, it's a good idea to measure your door's thickness and backset accurately" and "compare these measurements with the specifications provided by Lockly". There is no fit checker. For doors under 40mm thick the FAQ points to "operation videos and reminder stickers"; deadbolt editions use 6-pin cylinders and latch editions 5-pin.Source
- Retailer Q&AA shopper at a hardware retailer asked "How would I tell if this Lockly set and rekey kit fits my door's specifications?" The answer needs five checks: "door thickness 1-3/8" to 2", 2-1/8" cross bore, 1" edge bore," "a 2-3/8" or 2-3/4" backset", plus door handing.Source
- Competitor researchSchlage's smart lock page: Sense Pro from $399, Encode Plus from $329 (Apple Home Key), Encode from $299 and Arrive from $199; a "Smart Lock Selector" ("Get Help Deciding"); Encode recommended for short-term rentals like Airbnb.Source
- Your websiteCatalogue: locks such as the Model X Flex Touch Fingerprint Deadbolt ($189.99), Lyro by Lockly Lasta WiFi Deadbolt ($169.99), Model 6S "Hack-Proof Keypad" ($189.99), Access Touch Pro ($254.99), Secure Pro Zeno latch ($329.99), Secure ProHT ($349.99) and Guard Secure Pro ($499.99); accessories such as the RFID Access Card ($14.99), Removable Thumbturn ($14.99), Wireless Sensors ($29.99), Smart Deadbolt Retrofit Kit ($34.99), Rechargeable Lithium Battery ($79.99) and TapCom Plate with up to 6 months' Premium ($19.99). "Shipping Protection by Route" ($0.98) is listed among the products.Source
- Help centerFAQ: batteries "last 9 months to a year with normal use and 6-9 months with heavier use"; exchanges within the "30-day return window"; "Lockly does not honor exchanges or refunds for products bought from unauthorized dealers"; Route package issues "must be reported within 60 days"; "our LocklyPRO team is available to help identify the best options for your commercial needs".Source