FREQUENTLY ASKED QUESTIONS
We try to ship same day or next day latest when a website retail order is received. Weekends and holidays are the exception, but we usually ship Saturdays too. So unless otherwise noted on the website banner or in the item description that there are other exceptions (examples: we are behind on shipping; the item is listed as a pre-order special and we don’t physically have it in stock; we are closed and not shipping until we re-open, etc), you’re welcome to ask the status of your order if you haven’t received a shipment notification email within 48 hours of placing your order. This must be done VIA EMAIL ONLY, and you must provide your order number. The easies way is to simply reply to the order confirmation email you got when you placed your order, as that has all the info we need. If you didn’t get an order confirmation email of shipment/tracking email, check your spam/junk folders prior to reaching out. DO NOT CALL OR TEXT TO CHECK ORDER STATUS.
Also be aware that we often have problems with USPS, where the packages we drop off to ship don’t get scanned in or show any status updates for days or even a week + after we drop them off. T racking number will show “label created” and say that USPS doesn’t have the item yet. We have no control over this, and it’s frustrating because it makes it appear that we haven’t actually shipped the item yet, when we have. Rest assured that if you got an email notification that your item has shipped and it shows that “label created status,” we DID deliver your item to the carrier the same day or next day latest from when the email went out.
CUSTOM SHOP ORDERS:
1. DO NOT ASK FOR THE STATUS OF A CUSTOM PROJECT PRIOR TO REACHING THE COMPLETION ESTIMATE WINDOW. This is something we have to be absolutely firm about, because unnecessary status requests take time away from working on guns and disrupt the organization of the work queue. If our turnaround estimate for your project is 12-16 weeks, 12 weeks is the earliest a status check can be made. Not 11 weeks because it’s “close enough”.
2. Status checks must be VIA EMAIL ONLY, and you must provide your name and your order number. DO NOT CALL OR TEXT (if you have any of our cell numbers) TO CHECK ORDER STATUS.
As part of our commitment to providing all our clients with the highest quality craftsmanship and critical focus on each project, and completion within the estimated timeframe, we do our best to eliminate interruptions to our work. This is also why shop visits are by appointment only…so we don’t get pulled away from your projects all the time. When you place your custom order, please ask what the current turnaround estimate is for the type of project you’re getting. We have general estimates posted on our site as examples. However, they may not reflect our current estimate. It is the customer’s responsibility to obtain a current estimate and note that on their calendar so it’s not forgotten or “mis-remembered”. Also understand that a turnaround time estimate is just that: an estimate. Sometimes projects get done sooner, and sometimes they take longer due to unexpected delays/circumstances. If you can’t handle delays graciously, it would be best for both sides if you do not order from us.
No. For liability reasons, and also because often nods that are poorly done by someone else cannot be hidden or undone, which makes for a substandard end result for us. As such, we will only accept projects with no permanent modifications to the relevant components for custom work. Example: if you want grip work, the frame must not have any previous stippling or material removal of any kind. We do accept frames that have been Cerakoted, but an additional labor charge applies due to the added time and care that most be taken to work with/around coated frames. If you want slide work, the slide must not have any aftermarket milling. HOWEVER, if you have a ruined frame or slide, Glock has a convenient and affordable warranty exchange program. We can help you get a new frame or slide under that program, and do one of our custom packages on the new component. No other manufacturer offers a program like that, so if you have a ruined S&W or H&K for example, you’re probably out of luck.
Orders of parts, accessories, firearms, finished custom firearms (from the “finished customs” section on the retail shop side…not a custom shop side order) may be cancelled before they ship. There will be a 3% cancellation fee deducted from your refund. This does not include NFA Items or custom builds spec’d out by the customer…see below for our policy on those categories.
RETURNING RETAIL ITEMS FOR REFUND OR EXCHANGE:
Returns for refund or exchange will be accepted within 15 days of purchase date, and ONLY if the item is still in NEW condition AND in original packaging with ALL items/documentation it came with. If an item has been used, installed/attempted to install, or the original packaging/included items is missing, it is not eligible for return. We do not accept returns on batteries, optics/red dot sights, laser devices, pepper spray, firearms, any custom order or item from our Finished Customs section, NFA Items, ammunition, or cleaning supplies. If your item meets our return standards, simply ship it back to us (delivery confirmation is recommended so that you know it arrived) along with a copy of your receipt (or a note with your full name, contact info, and order number so that we can locate it in our system), to the address below. There will be a 15% restocking fee deducted from your refund after we inspect the item and ensure that it meets our return standards. We do not refund shipping costs.
IF WE SENT YOU THE WRONG ITEM:
We will send you a prepaid shipping label to return the incorrect item to us, and we will also cover shipping costs to send the correct item to you. We do not charge a cancellation/restocking fee if we sent you the incorrect item.
Nearly all manufacturers require that defective items be sent to them for warranty repair/exchange. We are not a warranty provider for any manufacturer. However, we stand behind what we sell as much as our contracts with distributors/manufacturers allow. If you think that an item you got from us is defective, the issue must be brought to our attention within 15 days of the purchase date, and we will do our best to help. We/Boresight Solutions reserve the sole right to accept an item back for exchange. NOTE: if you purchased any product made by C&H Precision Weapon Systems (CHPWS) and find that it’s defective or missing components, you must contact CHPWS direct for warranty exchange or to obtain the missing parts.
NFA ITEM ORDERS:
-If no transfer paperwork has been prepared, we will cancel the order and issue a refund minus the standard 3% cancellation fee.
-If transfer paperwork has been prepared but NOT submitted to the ATF, the order can be canceled and refunded minus $100.
-If the form 3 or 4 has been prepared AND submitted to the ATF, the order cannot be canceled, even if approval is still pending.
CUSTOM SHOP ORDERS:
Custom shop orders can only be cancelled if work has not yet begun…and that usually occurs within a week or so of order being placed or received at the shop. If work has not been started, there will be a 3% cancellation fee if the project is on a base gun provided by us, or a $150 cancellation fee plus return shipping (if applicable) if the base gun was provided the customer.
If work has begun, it will be completed…we will not send back a gun in the raw/unfinished due to liability. However, we may be able to make changes to the order to reduce the cost for you. If there is a refund due as result of this, the refund will be minus 3% of the amount paid for the deleted services/products.
If you experience financial hardship while your project is here, let us know so we can work with you. We can usually halt/slow progress to forestall when you have to pay the balance. We can also work out a payment plan with you. Just don’t leave us hanging, as we have bills to pay too.
For changes to custom orders that are in progress: we require that any order change requests be made in writing as early as possible in the process, as the closer it is to completion, the less possibility there is for us to change anything. We also ask that you keep change requests to a minimum, as having to revisit a project once it’s in our queue to keep updating the work order is disruptive to progress on everyone’s build. Changes to a custom order can also increase the turnaround estimate from what you were originally quoted.
DENIED/DELAYED BACKGROUND CHECK/TRANSFERS:
If you fail a background check, we are legally prohibited from transferring the firearm to you. If your background check is DECISION PENDING, we cannot transfer the firearm to you until we receive an approval. That process can take months sometimes. If you fail the background check, OR if you decide to cancel your purchase because the background check process is delayed or in “DECISION PENDING” status and you don’t want to wait for the process to run it’s course, your refund will be minus a $75 admin fee. If the firearm was purchased from us, the fee will be deducted from your refund. If you purchased it elsewhere and are transferring it through us, the $75 fee must be paid to us before we send the firearm back to where you got it, AND you will also be responsible for having the sender provide us with a return authorization and a return shipping label. If we have to ship the firearm back on our shipping account, you will be required to pay our shipping/handling charges in addition to the previously mentioned $75 fee.
ALL OTHER CANCELLATION/REFUND SITUATIONS:
If a situation occurs that’s not addressed by one of the above policies, it will be handled on an individual basis. We reserve the right to change our policies without notice.
All of our work, whether it’s on plastic or metal, is done by skilled and dedicated fulltime craftsmen and women. That being said: because of the extensive nature and the manual aspect of many of the modifications we offer, there can be irregularities in grip edge lines, texture pattern, tool/machine marks, finished appearance, etc. SOME PLASTICS DISCOLOR DUE TO THE HEAT TEXTURE PROCESS. THIS IS MOST COMMON WITH FRAMES THAT ARE COLORS OTHER THAN BLACK. HOWEVER, IT CAN ALSO HAPPEN OCCASIONALLY WITH BLACK FRAMES, USUALLY H&K PISTOLS, WHERE THE INSERT PIECES OR RANDOM AREAS OF THE FRAME END UP GRAYISH. THE PLASTIC CAN ALSO END UP WITH SLIGHT SURFACE VARIATIONS IN OUR LEVEL 2 GLOCK REDUCTIONS…THIS IS ALSO MOST NOTICEABLE WITH NON-BLACK FRAMES. These cosmetic irregularities do not compromise function.
We are proud that our grip work is not done with lasers, rather it’s done by-hand, freehand, by a skilled human being, without the use of jigs or templates. We aren’t against laser-stippling, we just believe that performance is paramount, and laser stippling simply doesn’t yield a texture that’s rugged and effective enough to deliver the proven benefits of traditional deep, hand-embossed texturing. Not to mention that unless there is actually ergonomic sculpting done to the frame before it’s laser-stippled, then the whole point of a custom grip package is missed, and it’s just a pretty pattern on the plastic.
Also be aware that sometimes having your slide worked and refinished can bring out features of the metal which weren’t apparent before. All of our slides get black-nitrided after being milled, and black nitride is a treatment to the metal itself and not a coating over the metal, so it hides nothing. Examples of things which may become visible post-treatment are tool marks, pitting, and blemishes / discoloration / inclusions / rust spots that were hidden by the previous finish, and which appear when the previous finish is stripped and the slide is retreated.
We presume it’s simply due to minor irregularities in the steel composition from when the slide was cast or forged, and neither Boresight Solutions nor the refinishing shops we use are at fault or liable for it. Should this occur on a slide we worked on and you wish to remedy it, the best option we know of is to have the slide Cerakoted, which puts a durable coating OVER the metal, which we can do for you at your expense.
Regarding why the appearance of our work may vary from what you’ve seen before or were expecting based on a previous projects or photos you’ve seen online: First, our methods are continuously evolving. Second, as mentioned above, when it comes to grip work, each one is done by hand, freehand, by one of our team, and will reflect the nuances of their touch. So no two projects will be identical. We also sometimes have to adapt our packages/options based on structural/mechanical or even aesthetic limitations of the specific platform we are working on. When we make these changes, they are done out of necessity and with your best interest in mind. We do our best to notify clients of any changes, but due to our volume of work and time restrictions, we are not always able to do so and must make decisions on the fly. As such, we reserve the right to change or modify project details in order to ensure the best result on your project and also so as to not delay other projects, without notice.
The exception to this is that if any such necessary changes will result in additional cost, we will always notify you and get your permission first. But if these changes result in less work being done than originally requested, you might not be notified, and the final cost of the project will reflect a deduction or credit for any items eliminated / work not performed.
We have a package for pretty much every polymer frame handgun.
Our Signature Series covers all GLOCK models/generations, and all S&W M&Ps and Shields. Occasionally Ben will take in something else for a Signature project, by request. Our Duty Series covers all GLOCK models/generations, all S&W M&P and Shields, CZ P07, 09, and 10-series, Walther PPQs, and all Sig Sauer P320 variants including the X-Series. Our Competition Series covers all of the previously mentioned makes/models covered by the previous 2 Series, plus nearly every other factory polymer frame handgun, including H&K , Springfield Armory, and Beretta polymer frame models. We currently do not accept 80%- type frames in any of our custom series.
Turnaround time for each Series varies throughout the year based on our workflow, and also if you’re getting just frame work or a complete frame and slide package. Competition and Duty frame work is generally around 12 weeks. Signature Series frame work is usually around 6-8 months (check with Ben prior to placing a Signature order, as he now only takes in X number of Signature projects in order to keep turnaround times reasonable). Slide packages tend to take around 3 months. Please contact us for current turnaround time estimate prior to placing your order.
Yes, we will need it the entire time. Turnaround time starts when we receive your project. We don’t have a wait list or assign numbers. Custom projects are done in small groups, and cycled through in stages, which allows us to make steady progress on everyone’s project. Please bear in mind that turnaround time is an estimate only. Sometimes we are done sooner, sometimes things take longer. As such, please ensure that you have nothing scheduled (such as department qualifications, training courses, deployments, or industry events) during or shortly after the timeframe we give you.
Yes, but only on frame work, and availability of expedited service is dependent on our current workload. Expedited projects are done on weekends or overtime so it doesn’t interfere with our regular work or unfairly result in other customers’ projects being pushed back. Expedited service cost is list price for the project plus 100% and gets your frame done in 3 weeks or less. Expediting fees do not apply to hardware components purchased as part of the package, such as sights, extended slide stops, etc.
If stippling/traction on the grip is your main goal, you’d need to go with our Competition Series package.
Yes, we are happy to receive a firearm purchased elsewhere along with your order for custom work, so long as it is a firearm we are currently offering customization services for. Upon completion, we can transfer it to you in our store front (FL residents only/ discounted transfer fee applies) or ship it to an FFL of your choosing for transfer.
Yes. Title 1 transfers are $50 (discounted to $25 for pistols sent to us for custom work; grip package at minimum is required). NFA / Title 2 transfer fee is $100 per NFA item ($75 per each additional NFA item submitted at the SAME time/session). We do not charge a transfer fee on firearms or NFA items purchased from us. Customer is responsible for $200 NFA excise tax payable to government.
Yes. If you’re in CA and want custom work done, you can send your gun to us and when it’s done we send it straight back to you. If you’re in CA and want to buy a new gun from us that’s on the CA approved list from us, you can do that too. We are registered with CA DOJ and will secure approval documentation and include it with the shipment. This only applies to firearms that were purchased from us. If you purchase a new firearm from another retailer and have it routed through us with CA being the final destination, we charge a $25 administrative fee. CA DOJ approval is not required for firearms that were sent to us from an individual or FFL in CA, and which are being returned to the same individual or FFL who sent them.
Yes, but you must make an appointment. This is to ensure that our progress and focus on other customers’ guns is interrupted as little as possible, and also because we want to be able to spend as much time as you need discussing your project.
Absolutely not! Out of respect for our fellow craftsmen who–like us–have worked hard to establish a unique and recognizable trademark style, we refuse to copy anyone else’s work. Aside from trying to haggle on the price of custom work, asking a shop to rip off another shop’s trademark work is about the most disrespectful thing a customer can do…
Yes, we offer frame coating services, ONLY available as part of a custom package of Duty or Signature Series grip work. Cerakote is not available as a standalone option, without getting a Duty or Signature Series package. Most popular is the 2-tone frame look, but we also offer common camo patterns are also available. We do not offer custom/one-off graphics or designs. We previously did not offer frame coating as an option, because in our experience, coatings on frames tend to not hold up well against the hard use that most of our clients subject their guns to. But so many people asked for it, and we honestly think it looks really nice, so we now offer it. If your frame is already coated, we can do one of our grip packages on it, but there will be an additional fee due to the extra work we have to do to work with/around the coating and preserve it in the areas that aren’t getting modified. Note: by ordering a custom package with coated frame as an option, you are acknowledging that it’s an aesthetic upgrade, and have been made aware that the finish may not hold up well if you use the gun hard, and we will not be responsible for wear and tear.
Usually, yes. Check our webstore for finished customs currently available. We always have a good variety of pistols in both our Duty and Signature work queue that have some work already done and which can be finished your way, saving you time vs starting from scratch.
We offer 10% off our Duty Series line to active duty LE, MIL, and Fire/Rescue. We also offer a 10% discount off our Duty Series to students who’ve trained with the excellent professional instructors we are affiliated with. See our Discounts page for more info. There are no discounts on Signature Series or Competition Series. We do not offer industry/pro discounts, and we do not send custom guns out for T&E or Review. Our guns have been getting put to the test and trusted 24/7 by our clients all over the country since 2002, and that’s the only “review” that matters to us.
We do not have a written warranty, as that opens us up to all sorts of legal interpretation. We are also kind of old fashioned, in that we believe that a company should do the right thing without having to spell it out. Simply put: we stand behind our work, and we take care of the good folks who keep us in business. This is the case even if you bought the gun used. However, if the gun is worked on/modified by you or someone else after it leaves our shop, or if you install certain aftermarket parts not recommended by us (there’s a lot of hyped-up garbage on the market that can make the gun unreliable and even worse, unsafe), we no longer consider it “ours”. This situation can easily be avoided by checking with us about any upgrades you’re considering. The advice is free, and it can save you money and save you AND us from the headaches of dealing with reliability issue brought on by junk parts.
If you have one of our older guns and the grip texture is worn out, we will retexture it at no charge as long as we feel it’s safe to do. This applies even if you bought the gun used from someone else. As long as we can confirm it’s one of ours, and as long as the frame has not been modified/textured by someone else after it left our shop. You just pay shipping to/from us. This service is not available on the rubberized grips we used to offer many years ago.
If you’re shipping a complete pistol or serialized pistol frame (lower) to us, it must be sent via UPS or Fedex. Their rules require overnight. Pistols and serialized pistol frames can ONLY be sent via US Postal Service if they are sent between FFLs. Slides and non-serialized lowers (example: P320 grip module without serialized fire control group) can go USPS.
When shipping your project to us, we prefer that you do not send it in the factory box inside another box. Just wrap the project securely in packing material and put it in a sturdy cardboard box. DO NOT send your project to us in a soft shipping pouch/envelope. They offer no protection, and also allow the distinct gun shape to show. If your project is sent in this proscribed and irresponsible manner and damage or loss occurs, we will NOT assist with resolution/insurance claims with the shipper in any way. If you are not getting slide work or a fitted trigger package, we only need the frame, not the complete gun. We do not need any magazines unless your project requires them. Do not send any parts or accessories unless they are relevant to the project, AND if you send parts and accessories, they MUST be tagged or somehow marked with your last name and your order number. We will not be responsible for any parts/accessories that are not marked. If you are not familiar with shipping a firearm, or anticipate problems at your local shipping center, we offer prepaid round trip shipping, which allows you to simply print a label, put it on the box, and drop it off without waiting in line to buy your own label. Contact us for this option.