Price Changes
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.
Order Cancellation
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.
Sometimes it is just not possible to cancel an order, or to cancel it in-time. So please, do your best to make sure you want an item before you order, as there is no guarantee that we can cancel your order before it ships.
We are a small shop, and so much of our time is devoted to taking orders, answering questions and shipping orders, that you should not place an order hoping you can cancel, as we just might not be able to cancel an order before the shipping process begins I know it sounds simple, but we are so focused on getting orders out, that shifting gears to cancel is not a priority, and any request to cancel will be prioritized below our current process to ship as quickly as we can.
If you do request a cancellation, your order is only cancelled when you receive a confirmation that it is cancelled. When you do request to cancel, it is a multi-process step, and the first step we will undertake is to cancel the shipping. The actual cancellation of the order and any refund, less cancellation fees, if applicable, is a separate process, and will be put in the queue to process, i.e. a few days later.
In the event that you try to cancel an order, but the order is shipped to you, then all rules apply to a return item, including the cost for shipping both ways.
Once your order gets placed, the order and shipping process kicks-in and we might not be able to cancel the order. If you need to cancel an order you should send an email to: support@charliescustomclones.com, and include your order number and "cancel" in the subject line. Please keep in-mind, that your order is not cancelled until we confirm whether we were able to cancel your order or not. You may call, but we suggest that the email is the best route, and then you have a trail of your communication, and our reply.
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.
Keeping in mind, that the 12 hour rule only applies if we are able to cancel the order in-time. Many times we are, but many times, our attention is at the shop or shipping. We do measure the 12 hours from when you contact us, but only if we are able to catch the order in time and acknowledge your email.
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.
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 support@charliescustomclones.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.
For returns, please reach out to our customer support team.
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.
Items which are used, demo, or blem cannot be returned as defects. Unless posted, you can return for normal return with restocking fees. This will be considered a return because you changed your mind, or did not like the product, not a defect. We do our best to note the condition of items which are not new, but you understand that certain products are just not new.
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.
Re-stocking fees:
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 support@charliescustomclones.com.
Sale items (if applicable)
Only regular priced items may be refunded, unfortunately sale items cannot be refunded.
Promotions, discounts:
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.
Gifts
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.
Other:
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.