SHIPPING AND RETURN POLICY
SHIPPING INSTRUCTIONS FOR CUSTOM WORK
Please contact our custom shop at (754) 703-6639 ext. 2 or by email at firstname.lastname@example.org for an RA number/quote prior to shipping any firearm to CustomHawk for work. We recommend shipping with FedEx or UPS. Please ship only the firearm and parts needed for the work to be done. Please do not ship any gun rugs, cases, gun boxes, tools, ammunition, etc. Please include a printed copy of your quote along with the firearm or reference quote number.
PARTS: RETURNS OR EXCHANGES
CustomHawk seeks to provide the ultimate firearms experience in everything we do. We pride ourselves in providing industry leading customer service to all our valued customers. The form at the link below outlines our return policies and procedures for returning items to CustomHawk.
- CustomHawk will accept unused or unaltered items in the original packaging 60 days from the shipping date for a refund, credit, or exchange.
- In order for your return or exchange to be processed you MUST fill out the form below and send it with your return package.
CustomHawk Merchandise Return Form
WARRANTY RETURN POLICY (FIREARM PARTS)
All CustomHawk firearms parts are guaranteed to be free of manufacturing defects. If you have any issue with a part you have purchased from us, please reach out and we will make it right.
CustomHawk extends a limited warranty against manufacturer and design defects, for a period of one (1) year from date of purchase of the Drop-In Trigger System (DTS). For more information on the Drop-In Trigger System (DTS) warranty click here (link to DTS warranty card).
Please call (754) 703-6639 ext. 2 for assistance on firearm parts warranty items.
WARRANTY RETURN POLICY (GENERAL MERCHANDISE/APPAREL & KNIVES/LEATHER)
General merchandise, apparel, knives, and leather are guaranteed to be free of defects in workmanship and materials, under normal use and conditions. CustomHawk will not warranty items that have been improperly used or abused.
If you have any issue with an item you have purchased from us, please reach out and we will make it right. General merchandise and apparel warranty return items will be accepted for a period of sixty (60) days from the original invoice date.
Please call (754) 703-6639 ext. 229 for assistance on general merchandise, apparel, knife, or leather warranty items.
WARRANTY RETURN POLICY (FIREARMS)
NOTICE OF WRITTEN WARRANTY
CustomHawk stands behind each of our firearms with pride and honor. If you ever feel your CustomHawk 1911 is not functioning to your standards, or ours, please contact us for immediate assistance.
** A common issue is improper lubrication. The 1911 should be lubed with a good quality gun oil, no grease, before each trip to the range. Make sure the recoil spring is fresh, call if you have any questions. Government length springs need to be changed every 2000 rounds and commander length every 1500 rounds. Government and commander sized pistols with a flat wire spring system can go around 5 times longer between recoil spring changes. Officer length guns (3.5” & 3.8” barrels) with flat wire springs need to be changed every 1200 rounds. Verify the issue with all your magazines and three different brands of ammo; also, have at least two people shoot the weapon to verify the issue.
- CustomHawk expressly disclaims any liability for incidental or consequential damages.
- CustomHawk firearms are intended for use exclusively with factory standard velocity ammunition.
- CustomHawk guarantees reliability of your weapon using only factory ammunition. We will not guarantee reliability using hand-loaded ammunition or any factory ammunition manufactured with aluminum or steel cases.
FIREARM WARRANTY STEPS/PROCEDURE
STEP 1 Please do not ship any firearm to CustomHawk for warranty work without following the steps outlined below. Contact our customer service department by phone (754) 703-6639 ext. 2) or by email email@example.com and they will try to help you figure out the issue over the phone to see if there are any underlying causes that can be easily remedied without having to return your firearm for repair. For example: proper lubrication, cleaning and maintenance, recoil spring, or ammo issues. Please verify the issue using three types of ammo and make sure it happens with all magazines.
STEP 2If the issue cannot be remedied over the phone please complete our gun return form . Once this form is completed and submitted you will be provided with a prepaid shipping label to use to return this firearm back to CustomHawk. Unless otherwise advised, always include the complete firearm and magazines involved in the firing of this weapon. Be sure to package the firearm well to prevent damage during shipment. Please do not ship any items other than the pistol and magazines used with the pistol (i.e., no gun rug, case, gun box, tools, ammunition, etc.).
STEP 3 Once the firearm is received it will be inspected and test fired it to verify the issue. The test fire will include a variety of bullet types and weights. If you are using special ammo and that is the only ammo you are having the issue with, please send the ammo separately.
STEP 4 If the issue is verified the firearm will be sent to our senior gunsmith for further inspection and repair. You will not be liable for any shipping or repair costs associated with the issue. When repaired your firearm will be returned to you.
STEP 5 If the issue cannot be duplicated initially the firearm will be fully inspected by our senior gunsmith. If there are still no issues you will be responsible for the round-trip shipping costs as well as shop time for the gunsmith’s inspection. Upon request we can return to the range with the firearm and record the test fire session and provide a copy to you. The charge for this second range trip is $50 per 50 rounds fired. If at any point during this range session a malfunction occurs, you will not be held responsible for any charges.