Shipping & Returns Policy
Purchases are shipped in the order in which they are received, although priority is given to expedited shipping, like UPS 3-day and next day air, and USPS Priority Mail. Free shipping is quoted as 5-7 days, and ships when all other processing is complete.
Note: 2-Day and 3-Day shipping does not mean we ship same day. Expedited shipping will receive preference, but even with expedited shipping, we take a number of days from order to ship date. If you need something faster, email us, or use our online CHAT.
We are not Amazon Express. We are a small niche business and custom shop, and while some items are "off the shelf," your order might be behind a larger custom order. This means that while we ship 2 to 3 times a week, your order will take a few days to ship, unless you make arrangements for expedited shipping in advance.
Some items, like high end rifles and chassis and some scopes are made to order by the manufacturer, and will have extended lead times.
Many of our rifles and upper receiver groups are custom configured, and require shop time to be completed. These items take one or two weeks to ship.
Shipment of registered items (firearms and serialized receivers) ship only to federal firearms licencees. We have a very specific process that we follow, which includes several quality checks for compliance with federal laws. You will have your FFL send their license to us by email, as a .pdf. Our compliance lead will check the order for completeness: You have the FFL address as your shipping address, and your FFL has sent us a valid license, before your order advances. Firearms and serialized lowers take an extra 3 days, on average, for compliance, and often a hold on your order until all compliance matters are in perfect shape. Please anticipate added time, and do your best to follow the instructions on the listing, to limit and delays.
With respect to the shipment of ATF regulated items, and other firearms parts. We reserve the right to unilaterally not accept or cancel a shipment for any reason, or for no reason.
Shipment of firearms to restricted states, like California and New York, may require the purchase of a special compliance package to comply with state laws. If you live in a restrictive state, we will work with you and your firearm dealer or transfer agent (FFL) to legal ship what can be shipped to you, but ultimately, it is your responsibility to understand and comply with local and state laws. It is our responsibility to comply with all federal laws. We are not your lawyer. We will help and act and follow your instructions, as long as we have no reason to believe that those instructions are illegal where you live, but you must be the final judge of the legality of your purchase and of our shipment. In the event that you purchase, and we ship an item that is not allowed in your state or locality, that is 100% your responsibility, which could include the loss or confiscation of your purchase or personal legal consequences.
With the exception mention above for custom configured rifles, upper receiver groups, rifle chassis and some factory ordered rifle scopes, which have an extended lead time, Our average time to ship is 4 days from date of order, or date of compliance approval, if a firearm, for off the shelf items, or some items that we ship for regional warehouses, with whom we contract for fulfillment. At times, this can be faster, or longer, depending upon our volume, and when we have special purchases and the receipt of back-ordered merchandise, this time can easily extend much longer. When backlogs occur, you will normally receive an email advising of the backlog and timing.
We do our best to keep our inventory current on the Website, but occasionally will be out of stock on an item. If this occurs, we will ask if you would like to wait, get a replacement, or cancel the order or part of the order.
Many items are restricted from international shipping by ITAR, the International Trafficking in Arms Regulations. You should ask before assuming we can ship internationally.
Where applicable, we generally can ship items that are not restricted to certain countries where the total merchandise value is less than $100. We may require proof of citizenship before we can ship internationally, as well as a declaration of use from you. We reserve the right to cancel any shipment to a non-US address, or in cases of restricted items, where we have reason to believe that it will be received by a non-US person, or illegally exported after being shipped to a US address. This is a unilateral declaration, and not subject to external review. When in-doubt, we will err on the side of caution to be in compliance with ITAR and other export laws.
If you work with a US-based export broker, it may be possible for us to ship to that broker. We are not a licensed export broker in the US, and due to the nature of our business, we are very restricted on what we can export.
Special Orders, Reservations and Layaway
From time to time, we offer our customers the ability to reserve, or pre-order an item before we have the item in inventory. In these cases, a reservation fee is taken to reserve your order. We also may order an item from the factory and ask for a deposit. Generally the amount and terms of the deposit and your ability to cancel are listed in an email, or are in the listing on our Website. Once a order or reservation is placed, it may take an extended period of time for your item to arrive. We cannot guarantee when that item will ship, but will keep you advised, and give our best efforts to expedite, when needed. Cancelling an order that is taking an extended period of time is not without penalty of cancellation.
For Layaway and holds placed, we ask for a minimum of 25% down payment. The length of the hold varies, case by case. For layaway, we do not offer layaway on all items. If we accept a layaway, we expect 1/2 of the balance after the deposit to be paid in 30 days, and the final payment within 60 days.
Purchases are subject to a cancellation fee. Special orders have other cancellation policies which are part of the listing. Absent a specific cancellation policy on special orders and reservations, the cancellation fee is 25%. Other purchases are subject to a 10% cancellation fee.
Other than special orders, you may cancel an order without a fee within the following time frame, whichever occurs first:
- Within 12 hours of placing an order;
- For the purchases of firearms, when your local gun dealer's FFL is confirmed by our compliance officer, and that approval email is sent to you.
In the case of an item that was purchased and we were unable to fulfill your order due to the item being damaged or out of stock, there is no fee for cancellation. Also, for normal back-orders that are not classified as a reservation or special order, you may cancel at any time prior to being notified that your order is ready for shipment, without penalty.
The nature of our business, in a number of "lines" is such that our prices are fairly dynamic to the market, so you may see individual prices of unique items change quite frequently. This is because collectibles have a unique demand cycle, and prices can change day to day. Because of this, we cannot offer a best price refund if the item you purchase subsequently has a lower offering price. In fact, it is more likely that you will see unique or limited items go up in price, but it does happen that they fluctuate downward as well.
Returns and Other Problems
Our core philosophy, is we are here to serve you. We want you to be happy with your purchase, and will obviously work with you if an item is damaged or defective. Sometimes damaged or defective items are referred to the manufacturer or shipper, but we will do our best to get you a replacement on items that arrive defective or damaged.
We want to help if you have a problem with your purchase. Bottom line. Sometimes there is an issue with a purchase. We are not your adversary, we want you to be happy with purchasing at Charlie's.
Please note that if you have any problem, you should contact us by email at email@example.com. You may call, but we still need a written explanation to preserve your right to return or otherwise receive a replacement or other remedy. We want to hear of the problem, and start the process to fix the problem, and the best way to do that is by email. After you have emailed, we will get in-touch with you. If you cannot email us, please send us a letter at the address below.
Also, and this is very important, if you have purchased through Gunbroker.com, please do not email us through their email system. Please send an email to the email address above, or you can reply to any email that we have sent to you, but not in the Gunbroker.com system. The reason is that we cannot track your email, it is very hard to read, and we will not have your name and order number. Again, to preserve any rights you have to return merchandise, you must email us from your personal or business email address, and not through Gunbroker's system.
For replacement / exchange that is an error on us, we will promptly replace. If you would like a different selection, then shipping is your cost, but we will make a reasonable accommodation to meet your request.
For normal returns, you have 10 days from the day you receive your product to notify us that you would like to return.
Items purchased on Gunbroker.com have a five day return period.
If you have been asked to return an item, please make sure you have an RMA number or authorization to return. Items can be returned to: Charlies Custom Clones, 9893 Georgetown Pike, Suite 122, Great Falls, VA 22066.
Except for damaged or defective items the cost of the shipping and the insurance is your responsibility. We may choose to help you with a label to return, or you may choose your own label. If we produce a label for you, you will be charged for that shipping cost.
Beyond the normal return time, items that are still offered for sale, may be returned within 60 days for store credit.
To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging.
Several types of goods CANNOT be returned. Ammo and firearms (once transferred to you) cannot be returned. We also do not accept products that are hazardous materials, or flammable liquids or gases. Additionally, Gift Cards or similar items of store credit cannot be returned.
For firearms and federally regulated firearm parts (like serialized receivers, suppressors, etc.), we do not accept returns. Your local gun dealer or transfer agent (FFL) is responsible for inspecting your regulated item for defects and arranging for return of defects, prior to him/her transferring to you.
There are certain situations where only partial refunds or credit are granted (if applicable)
Any item not in its original condition, is damaged or missing parts for reasons not due to our error, and any item not timely returned after a return is authorized.
Unless otherwise specified in your listing, your item is subject to the following restocking fees. There are no restocking fees for store credit.
If the item price is less than $100: 20%
Items between $100 and $500: 15%
Items between $500 and $2,000: 10%
Items over $2,000: 5%
Refunds (if applicable)
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund. If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a few days. If the original payment was by Credit Card or PayPal or similar electronic means, the refund will be made promptly, but will take several days for your bank to post. Other payment means, like checks, ACH or money orders, will be processed by our bank drawn on our company account, and will take a longer period of time, and will be mailed.
Late or missing refunds (if applicable)
If you haven’t received a refund yet, first check your bank account again.
Then contact your credit card company, it may take some time before your refund is officially posted. Next contact your bank. There is often some processing time before a refund is posted.
If you’ve done all of this and you still have not received your refund yet, please contact us at firstname.lastname@example.org.
Sale items (if applicable)
Only regular priced items may be refunded, unfortunately sale items cannot be refunded.
In the event that you return an item or items which caused you to qualify for a promotion, the promotion will be reversed, which can impact the refund or store credit that you receive. For example, if you received 5% on an item, or free or discounted shipping for purchases over $200, and the return of the item or items would cause your purchase to no longer quality for that discount, the discount or the cost of the shipping will be deducted from your refund.
If the item was marked as a gift when purchased and shipped directly to you, you’ll receive a gift credit for the value of your return. Once the returned item is received, a gift certificate will be mailed to you, or emailed electronically.
You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.
Depending on where you live, the time it may take for your exchanged product to reach you, may vary.
You should purchase insurance on your return. You are responsible for the safe transport of your return to us.