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| Frequently Asked Questions |
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Connecticut Resident Information
Q. I live in Connecticut; what magazines can I purchase from Ruger?
A. You may only purchase magazines with a maximum capacity of ten (10) rounds. Q. I live in Connecticut and ordered magazines with a capacity of more than ten (10) rounds; will I receive them? A. All orders for magazines with a capacity of more than ten (10) rounds for shipment to Connecticut were canceled as of April 4, 2013 when the new law went into effect. If your order was shipped before the law became effective, the magazine(s) will still be delivered to you and you can keep them, provided you register them with the Department of Emergency Services and Public Protection before January 1, 2014. At this point, the process for registration remains unclear. If you have questions, you should contact the DESPP or your local authorities. Q. Are there any firearm parts or accessories I am prohibited from purchasing in Connecticut? A. Yes; Connecticut law now defines any part designed or intended to convert a firearm into an "assault weapon" as an "assault weapon." This means that we cannot sell folding or telescoping stocks, pistol grips, thumbhole stocks, forward pistol grips, or flash suppressors to Connecticut customers. We also are prohibited from selling magazines with a capacity of more than 10 rounds. New York Resident Information Q. I live in New York; what magazines can I purchase from Ruger under the New York Safe Act? A. You may purchase any magazine with a maximum capacity of ten (10) rounds. According to the FAQ section found at www.governor.ny.gov/nysafeact/gun-owners, "You may buy, sell, and possess any magazine that can hold up to 10 rounds, regardless of when it was manufactured." Within the state, some municipalities (NYC, Rochester, Buffalo and perhaps others) have additional restrictions. Contact your local authorities to determine if additional restrictions apply. Q. I live in New York and ordered magazines but have not received them; will I get them? A. Yes. New York recently amended the Safe Act to now permit magazines capable of holding up to ten (10) rounds, which had been the law in New York since 1994. Accordingly, all New York orders for legally available magazines will be shipped. Q. I attempted to place an order for ten-round magazines and was told I could not order them due to the impending change in the law, may I order the magazines now that the law has been amended? A. Yes. If you attempted to place an order for magazines capable of holding a maximum of ten (10) rounds and were told your order could not be accepted due to the expected change in the law, please resubmit your order and it will be accepted. Magazine Order Information Q. I ordered magazines, when will I get them? A. We have seen unprecedented demand for magazines, which has resulted in a large backlog of orders. We are fulfilling orders on a first-come, first-served basis. We cannot tell you when a particular order will be filled, but assure you that we are continuing to receive magazines from suppliers and that we are processing orders fairly and as quickly as possible. Q. How can I order magazines and how many can I buy? A. Magazines may be ordered at ShopRuger.com. Due to unprecedented volume, you may find the website unusually slow. Also, we are limiting orders to five (5) magazines of any particular type. For example, you may order five (5) 10/22® magazines and five (5) SR1911™ magazines, but you may not order ten (10) 10/22® magazines. We plan to lift this limitation when we work off the backlog of orders and demand returns to more normal levels. Difficulties Contacting Ruger Q. I have not been able to get through to customer service or an operator at ShopRuger.com; what should I do? A. Please be patient. We have received an unprecedented volume of calls and are working to increase capacity and improve call center performance. You can also email your question to onlinestore@ruger.com. Q. My order to ShopRuger.com does not appear to be submitted; what should I do? A. Please be patient. We have received an unprecedented volume of site traffic and are working to increase capacity and improve performance. Q. I cannot access ShopRuger.com; what should I do? A. Please be patient. We have received an unprecedented volume of site traffic and are working to increase capacity and improve performance. Our Guarantee Q. Are your accessories and logoware guaranteed? A. Yes! If you receive accessories, logoware or other online store items that are damaged, the wrong size, or not what you expected, we will exchange them for another item, issue a refund or credit the card originally charged within 30 days of the order shipment date, provided the items are in new condition. Your satisfaction with the online store items we offer is very important to us. Shipping Policy Q. How will my order ship? A. Standard delivery within the U.S. is UPS Ground and Priority Mail. If you have a preference, or live in a rural area, simply inform us of your requirements in the ‘Special Instructions’ area in the checkout page or when ordering by phone. Canadian orders are generally sent by Postal Service. International orders are based on the services available in your country. Q. How much will it cost to ship my order? A. The shipping/handling charge is based on the dollar amount of your order. When shipping outside of the U.S. or Canada, international rates will apply. Q. If I want my order shipped to someone else, where does the invoice go? A. The invoice is mailed to you. Gift Cards Q. Do you have gift cards? A. No we do not offer gift cards. We have "With Compliments" cards. If you are sending a gift and would like to include one of these cards with the order please let us know in the "Special Instructions" area. We will add your name and a brief note on the card. Q. Do you accept gift cards? A. We do not accept "Gift Cards" as payment for merchandize. Due to the limits of our financial software we are unable to process any type of gift card. This includes orders input online, mailed, faxed or while speaking with one of our customer service representatives. Gift Wrapping Q. Do you offer gift-wrapping? A. No. Payment Policy Q. What forms of payment do you accept? A. We accept Visa or MasterCard (United States issued) for online orders. For orders sent through the mail, we also accept personal checks, cashier checks or money orders. For mail orders, please complete an Order Form, include form of payment and mail them to the address listed on the form. Return & Exchange Policy Q. Where should I ship my return? A. Refer to the instructions in the 'Returns & Exchange Policy' section or contact us at 888-220-1173 (International Customers Call - 928-541-8843) Q. What do I include with my return? A. Please refer to the Return & Exchange Form PDF for instructions on what to include with your return. If the form is not available, please follow these steps: Write a note telling how you want us to handle the return. Would you like us to exchange the item, issue a refund or credit the credit card originally charged? Include a copy of the original invoice, if possible, or write the invoice number on your note. Let us know why you are returning the item (wrong size, didn’t like, damaged, etc.). Specify the name and address of where you would like us to send the refund or exchange. Include a daytime telephone number or e-mail address in case we have any questions. Securely wrap the item in the original package, if available, and return it by mail or private carrier to address listed above. Q. Can I make an exchange online? A. We are unable to process exchanges online. Please refer to the above information or contact us for further information. Q. How long will it take for me to receive my exchange? A. Exchanges received from and re-shipped to a U.S. address are generally received back within 2 weeks from the date you sent to us. Canada & International exchanges may take from 4-8 weeks. Q. If I do not have an original invoice can I still exchange an item? A. Yes, we will exchange or refund even if you cannot locate your original invoice. We do ask that you contact us prior to returning the item so we can locate your original order information. We will need to know the “sold to” name on the order as well as an approximate order date. This will assist us in processing your return. Tax Policy Q. Will I be charged tax on my order? A. Sales tax is collected for orders shipped to AZ (all items) and CT (clothing items less than $75 exempt) only. Other Ways To Shop Q. Can I place an order by mail? A. Yes. To place an order by mail, please print out and complete the Order Form and mail along with a check or money order to the Sturm, Ruger & Co., Inc. Sportswear & Accessories, 200 Ruger Road, Prescott, AZ 86301-6181. Be sure to include shipping charges and sales tax, if applicable. Q. Can I place an order by phone? A. Yes. Customers can place an order by phone Monday through Friday, 8:00 A.M. to 4:00 P.M. Mountain Standard Time. To expedite the placement of telephone orders, please have your item numbers and credit card information ready when you call. U.S. Customers: 888-220-1173 • International Orders: 928-541-8843 Q. Can I place an order by fax? A. Yes. To place an order by fax, please print out and complete the Order Form and fax to the number below. Be sure to include your credit card information, shipping charges and sales tax, if applicable. Fax: 928-541-8850 Additional Firearms Parts and Accessories Q. Do you offer other firearms parts and accessories not listed in the online store? A. To order firearms parts and accessories not listed in our online store you need to contact the plant where your firearm was manufactured. For shotgun, revolver and rifle models (except PC carbines), our New Hampshire plant's customer service telephone number is 603-865-2442. For all pistol models and the PC carbine rifle our Arizona plant's telephone number is 928-778-6555. Ask for Customer Service. Firearms Purchases To experience the genuine pleasure of examining Ruger firearms, please visit your local independent retail firearms dealer. Any such reference to an independent licensed dealer does not constitute an endorsement or recommendation of any such independent entity by Sturm, Ruger & Co., Inc. They are not within our control, and we are not responsible in any manner for any of their policies or practices. If you have any questions concerning a local firearms dealer, you should contact them directly, or contact your local law enforcement or regional Bureau of Alcohol, Tobacco and Firearms office listed in your local telephone directory. Additional Information for Export Customers Q. Why does the online store asked if I am a US Citizen? A. This question is required to comply with US export laws, which are complex and govern the export of firearms, firearms parts, and firearm-related products overseas. If your order contains any firearms parts, we cannot accept it via the On Line Store. Q. Will I have to pay additional shipping for an export order? A. Yes. We will verify your order to ensure the items are not restricted for export. Your order will be subject to additional shipping and handling costs. You can call 928-541-8843 (United States Phone Number) if you have any questions.
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