Key Replacement

Our scrutiny is your peace of mind.

Only you or an authorized representative are able to order a replacement key for your vehicle from Carlton Mercedes-Benz. 

To ensure our valued customers are protected, Mercedes-Benz and Carlton Mercedes-Benz have adopted strict procedures for ordering and picking up replacement keys.  The following is required when ordering and retrieving keys:

• Original vehicle registration or title;
• Registered owner's driver's license, passport, passport card, or other state identification card; 
• Depending on the year and model of your Mercedes-Benz, the vehicle may need to be present at the dealership when picking up your replacement key for synchronization or programming; and
• The registered owner or authorized representative MUST be present with proper identification to pick up the replacement key.

All replacement key orders are subject to audit by Mercedes-Benz.  Carlton Mercedes-Benz reserves the right to refuse key replacement for lack of proper documentation, proof of ownership and identity, or if the transaction appears to be suspicious.

Frequently Asked Questions

How do I order a spare or replacement key?  To order a spare or replacement key, you must visit your local authorized Mercedes-Benz dealership in person. The key must be pre-paid and the following documentation must be provided: original copy of vehicle registration and vehicle owner driver's license, passport or identity card.

May I order a key over the phone?  No, a key cannot be ordered over the phone. All keys must be ordered in person at your local authorized Mercedes-Benz dealership.

I am a long-time customer of the dealership.  Am I still required to provide all of this documentation?  The process of ordering and synchronizing a replacement key must be documented in person with proper paperwork, forms, and signatures as per Mercedes-Benz policy.  This process is in place to ensure protection of the customer and vehicle.

Can used keys be reprogrammed?  No, each key is hard coded to the unique VIN. Once a key is programmed to a vehicle, it cannot be reprogrammed.

Can someone else order and pick up a key on my behalf?  Yes.  An authorized representative or delegate may order and pick up a key on your behalf. The following documentation is required: original copy of vehicle registration, vehicle owner driver's license, passport or identity card and a signed and dated letter of authorization from the owner of the vehicle. The authorized representative or delegate must also bring the vehicle in to the dealership.

Why do I have to bring my vehicle to the dealership to pick up a key?  The key has to be synchronized to the vehicle and checked for proper operation, and this must be conducted by a qualified technician at an authorized Mercedes-Benz dealership. The dealership also has to ensure that the person picking up the key has the vehicle in their possession, as an additional means of protection for the vehicle owner.

Do I have to order a key or does the dealership have them in stock?  We do not stock any replacement keys, and all keys are programmed to order by Mercedes-Benz to your vehicle's VIN prior to shipment to Carlton Mercedes-Benz.

Can you mail the key to me?  No. The key will be provided in-dealership.