ORDER FAQs

What do I need to know before purchasing a firearm online?

Purchasing a firearm online at RockwellArms.com is easy!  Please read though our “Guide to Buying Guns Online”

Can I place my order over the phone?
Of course!  Our friendly staff is more than happy to answer any questions you may have and assist in placing orders.  We can be reached by phone Mon-Fri, 10-6 PST.

How will I know if my order has been processed?
As soon as your order is submitted you will instantly receive a confirmation e-mail outlining the details of your order.

When is payment taken for my order?
Payment is taken at time of order.  We strongly believe this keeps our business and customers well protected.  For your security we do not keep any credit information on file.  By taking payment at time of order your credit information is no longer viewable within your order, yet we are able to properly place your order to insure a timely delivery.  However, if at any time you would like to cancel or return your order we are able to credit your card or pay-pal account, subject to our returns policy.  We also have a pre-order program that allows customers to order firearms that are currently on back-order.  Customers make a non-refundable $25.00 payment, and we place their order with the manufacturer.  The $25.00 is subtracted from the total cost when the gun is shipped and full payment is made.  Just ask our customer representative to set this up for you.

I want to cancel my order. What do I do?
Not a problem.  First step is to contact a representative as soon as possible.  Except for firearms and custom-built items, if your order has not shipped we can easily cancel your order and credit your card or account the full amount of your purchase. In the event that your item has already shipped please reference our return policy.

Orders that are custom built cannot be cancelled after they have been ordered and put into production.

See below for our returns policy for firearms purchases. 

WEBSITE FAQs

How do I know this purchase will be a secure transaction?
We go to great lengths to ensure your transactions with Rockwell Arms are secure.  To begin with, the site is tested daily by McAfee Secure, which scans the site daily for hacker vulnerabilities.  The site is also equipped with 128-bit SSL Security, which is the state-of-the-art technology in website security.  We are also registered with the Better Business Bureau.  Perhaps most importantly, our e-commerce platform does not store your credit card number.  So in the unlikely event we were to get hacked, your credit card information would not be available.

Why do you charge sales tax?
Under state law, online customers are required to pay their own sales taxes.  But where the seller has significant contacts with a state, that seller is required to collect the sales tax instead.  In most cases, companies selling online are not considered to have significant contacts or “nexus” with the states their customers live in, but where the sale and delivery of a firearm actually occurs in each state (as the local FFL delivers the firearm), firearm retailers do have significant contacts with a state and should be collecting sales taxes.  We realize some of our competitors do not do this.  We believe they are in the wrong and that they may be subject to payment of back taxes.

Do you offer quantity discounts?
We are happy to offer quantity discounts in most cases. Please contact a representative for a free quote.

Do you offer other discounts?
We are happy to offer discounts for people with concealed carry licenses, law enforcement, and military.  Please contact a representative for a free quote.

Do you price match?
Usually we do.  We work hard to keep our prices as low as possible, and most often you won’t find anything for less. However, if you do find a lower price please contact a representative to see if we can match it. While comparing prices please be sure you include the shipping costs and any taxes. You will often find a lower advertised price which is then marked up with an extreme shipping cost.

What is your Return Policy?

Non-Firearm, Non-Ammunition, and Non-Custom-Made Items

We take great pride in ourselves and our products, so customer satisfaction is our number one concern.  We urge customers to double check their orders before check out, but when necessary we do have a 30 day return policy on all items except for firearms, ammunition and custom-made items. The process is quite simple. Please notify a Rockwell Arms customer service representative of your return to receive a return authorization number and the correct location to send your item. It is essential that each item is in its original condition and packaging. Customers are responsible for the return freight charges and a 15% restocking fee. Once the return item has been received and inspected, you will receive a credit for the total of your purchase minus the freight and restocking fees.

Custom-Made Items

We do not accept returns for custom-made items.

Firearms

The firearm sales process is time-demanding.  So as soon as you place an order for a firearm, we begin working on the order.  Therefore, there is a ten percent (10%) restocking fee for cancelled orders (whether placed on line or via telephone) before shipping.  After a firearm is shipped, there is a twenty percent (20%) restocking fee.

Once a firearm is delivered through the FFL to you, the firearm sale is final.  If you return the firearm in its original packaging and before opening the packaging, you may return the item, subject to the restocking fees set forth above.  In this case, you are responsible for any shipping fees.

Ammunition

We cannot accept returns of ammunition, but you may cancel an order for ammunition before it ships without charge to you.

SHIPPING FAQs

Do you ship outside the continental United States?
Unfortunately, due to a number of complications including shipping cost and manufacturer warranty we do not currently ship outside the 48 contiguous United States.  If you live in Alaska or Hawaii, please call one of our customer service representatives, and we can make special arrangements to ship to you.  It will likely require an extra charge.

How long will it take for me to receive my items?
Due to the nature of our product offering, and vast selection of brands, it is too difficult to pinpoint a general ship time. Many of our items are custom built per customer specifications. These made to order items, will obviously take longer to arrive then items which are pre-manufactured and ready to ship. On each item we have listed a “Usually Ships In:” time frame which is specific to that particular item. This listing can be anywhere from 3 days to 8 weeks depending on the product. We strongly suggest you check this average ship time. It is located next to the product images under the name and item number. Please note this time frame is from when the order is placed to when it will ship out. You will still need to allow for time in transit, which can vary depending on the item weight and your location.

For firearms, delivery time is meant to refer to delivery to your local FFL.  You will need to arrange with your local FFL for a specific time for you to fill out the paperwork and complete the background check, where necessary.  There may be state-specific waiting periods, as well, between the time you complete the background check and the time you can take delivery of your firearm.

How will I know when my order ships?
Once your order has shipped, you will receive a complimentary shipping confirmation e-mail which will outline the shipping details for each item in your order. This will include the ship date, tracking number, and a link to the carrier's website.

How will I know when my order is to be delivered?
You can track your shipment using the information from your shipping confirmation e-mail. For items weighing less than 150 lbs the shipment will most likely be delivered without notification from the carrier; however, on larger items weighing over 150 lbs the carrier will often call a day or two before to schedule a delivery time. This usually consists of a 4 hour window.

What does your FREE SHIPPING include?
With us, “Free Shipping” means exactly that, free shipping. You can always upgrade your shipping, but standard delivery through our preferred shipper will be free.  Because of federal regulations, shipment of firearms must be upgraded.  Therefore, there will be a shipping surcharge for all firearms. For items weighing over 150 lbs we include a standard curbside delivery, this will get the truck to your house or business.  They will unload the large item with a liftgate to the ground level. Please be aware that safes can come on a large 18 wheel truck, so if you have a narrow or inaccessible driveway, please contact us to discuss options for delivery.

Can I upgrade my standard delivery?
Of course! We understand many of our products are pretty heavy; this is why we offer the option to upgrade to a white-glove in-home delivery service. These services ensure you have the option for in-home placement and guarantee your new item carefully and securely gets where you need it. Prices for white-glove in-home delivery services can be calculated in the shopping cart by entering your city, state, and zip code.

What White Glove Services do you offer?
We offer several different levels of White Glove In-Home Delivery Service to ensure your needs are taken care of.

Gold White Glove Delivery: 2 person delivery, inside placement, up to 2 flights of stairs, unpacking-debris removal, set up limited to 15 minutes.
Bronze White Glove Delivery: 1-2 person delivery to garage or first dry area, no stairs are included in this level of service, however there is no weight limitation.

Please Note: Any item over 900 lbs. can only be delivered to ground floor. Please be sure to take careful measurements, keep in mind for delivery there will need to be room for a man on each side of the safe, especially in hallways and staircases. In the case that the safe cannot fit into the desired area due to size limitations please have a secondary location picked out for the safes final placement.

What should I do if my order was damaged during shipment?
Our biggest concern is that you are satisfied with your purchase. Please inspect your items upon delivery. In the rare occurrence that your order has been damaged during shipment please note specific damages on the delivery slip with the carrier. Then contact a representative to discuss your options. If your item is partially damaged we will get a replacement piece or touch up paint to you immediately. If your item is non-salvageable please refuse delivery and contact a representative. The item will be shipped back and we will ship you a new item immediately.