Warranty & Service Policy
Built to perform. Backed for life.
Lifetime coverage for qualifying factory defects, tied to the life of your Jacob Grey firearm and transferable to a second owner. Free initial factory evaluation. Clear approval before chargeable non-warranty work.
The full picture
Clear terms. No surprises.
Lifetime warranty & transferability
Jacob Grey handguns are covered for qualifying defects in materials or workmanship for the lifetime of the firearm. This warranty is tied to the firearm and transfers to a second owner.
Lifetime refers to the life of the firearm, rather than the period of ownership by the original purchaser. Coverage is not limited to the original owner.
Provide the firearm’s model, serial number, and available purchase or transfer information with your request so we can identify the firearm and review the applicable warranty. Warranty remedies are determined after inspection under the applicable warranty terms.
Existing warranty commitments are honored. These service terms do not reduce coverage previously provided.
What is covered
Qualifying defects in factory materials, manufacturing, machining, assembly, workmanship, or factory fitment are covered when confirmed under the applicable warranty. Mechanical concerns and factory-installed component failures are evaluated to determine whether they result from a covered defect.
When a defect in materials or workmanship covered by the applicable warranty is confirmed, covered warranty service and return shipping from Jacob Grey to the customer are provided at no charge.
Lifetime coverage applies to qualifying factory defects. Normal wear, routine maintenance, and conditions caused by improper care or use are evaluated separately.
Owner responsibility & conditions outside coverage
Proper cleaning, lubrication, maintenance, storage, and use are the owner’s responsibility. Conditions outside coverage may include:
- Normal wear, cosmetic wear, and routine maintenance needs.
- Damage caused by misuse, neglect, improper care, storage, handling, or assembly.
- Conditions caused by incompatible or improper ammunition.
- Issues caused by non-factory accessories, unauthorized modifications, or outside work.
- Damage caused by improper optic installation or incompatible mounting hardware.
These conditions are assessed for their relationship to the reported issue. A maintenance issue, aftermarket accessory, or non-OEM part does not automatically exclude an unrelated covered defect.
Registration & second-owner support
Firearm registration is part of the warranty intake process and must be completed before RMA authorization. Provide the model, serial number, and available purchase or transfer information so support can verify the firearm’s registration and ownership record.
The warranty follows the firearm for its lifetime and transfers to a second owner. A second owner should contact support to update the registration record.
Contact our team if you need help registering your firearm or updating ownership information. These intake requirements do not reduce applicable existing warranty commitments.
Start a request & complete pre-RMA troubleshooting
Start through Contact Us. Submit your model, serial number, available purchase or transfer information, and a clear description of the issue.
Before RMA authorization, complete firearm registration and provide the photo or video evidence requested by support. Our team will guide you through the applicable troubleshooting steps, which may include reviewing field-strip, cleaning, lubrication, and reassembly videos.
Include relevant maintenance history, ammunition information, and details about installed accessories or non-factory parts so our team can evaluate the concern.
If you cannot safely complete a requested step or capture evidence, contact support for guidance. Do not attempt unsafe operation or disassembly to document an issue.
RMA authorization & acknowledgment
All firearm returns require prior Return Merchandise Authorization (RMA). If factory evaluation is needed, support provides the RMA & Service Terms for your acknowledgment before releasing shipping authorization and instructions.
The acknowledgment explains shipping responsibility, the free initial factory evaluation, covered warranty service, and the rates and approval process for non-warranty work.
Do not ship until you receive your RMA and shipping instructions. A support ticket or RMA does not confirm warranty coverage.
RMA acknowledgment does not authorize unspecified repairs or unlimited charges. Chargeable non-warranty work requires separate approval of the proposed estimate.
Shipping to Jacob Grey & return shipping
Shipping to Jacob Grey: Customers are responsible for the cost of shipping their firearm to Jacob Grey for evaluation, except where applicable law or existing warranty terms require otherwise. Follow the instructions provided for your authorized return.
Confirmed covered warranty issue: When a covered defect in materials or workmanship is confirmed, covered warranty service and return shipping from Jacob Grey to the customer are provided at no charge.
Non-warranty matters: The customer is responsible for agreed return shipping from Jacob Grey, in addition to any separately authorized service or parts charges.
A free initial factory evaluation does not include customer-paid inbound shipping or non-warranty return shipping.
Free initial factory evaluation
The initial factory evaluation is provided at no charge, including when you decline proposed non-warranty repairs. Customers remain responsible for shipping the firearm to Jacob Grey under the terms for their return.
Our team documents the initial findings and determines whether the reported condition qualifies for covered warranty service or requires a non-warranty estimate.
Additional chargeable diagnostic work, maintenance, cleaning, or repairs require an estimate and your approval before work begins.
Non-warranty labor, parts & approval
Authorized non-warranty diagnostic, maintenance, and repair labor is billed at $100 per hour, plus applicable approved parts and return shipping.
We communicate our findings, provide an estimate, and obtain your approval before chargeable work begins. The estimate identifies the proposed work, labor, parts, return shipping, and total or authorized limit.
We obtain further approval before exceeding the approved scope or limit. RMA acknowledgment alone does not authorize paid repairs.
Non-OEM parts & restoration to factory configuration
Third-party parts are not eligible for free factory replacement. If factory parts or other work are needed to restore factory function, we provide a quote and obtain your approval before chargeable work begins.
The presence of a third-party part does not automatically exclude an unrelated covered defect. Our findings distinguish covered factory defects from conditions caused by non-OEM parts or modifications.
If you decline proposed parts or restoration work, support will arrange return without that work at your expense under the agreed return terms.
Any chargeable cleaning also requires your approval. Cleaning is not automatically authorized by an RMA.
Maintenance, disassembly & ammunition
Follow your model’s manual and the maintenance, field-strip, cleaning, lubrication, and reassembly guidance provided by Jacob Grey. Contact support before work beyond the procedures described for the owner.
Use ammunition appropriate for your specific model and follow its published ammunition requirements. Ported or compensated models may have different requirements from standard models.
Tell support the ammunition used when reporting cycling or reliability concerns. Include available manufacturer, load, and bullet-weight information.
Damage or conditions caused by improper disassembly, unsuitable ammunition, or unauthorized work may be outside coverage. Findings are evaluated for their relationship to the reported issue rather than automatically voiding unrelated coverage.
Payment, declined work & disputed findings
Agreed non-warranty service charges and return shipping are due before return shipment, subject to applicable law and the documented RMA agreement.
If you decline proposed work, contact support to arrange return without that work and confirm applicable agreed shipping or other previously authorized charges. The initial factory evaluation remains free.
If you dispute findings or charges, contact our team for review and next steps. We will review the documented findings and any additional information you provide.
Preparing for an authorized return
Follow the instructions issued for your RMA. Confirm that the firearm and included magazines are completely unloaded. Do not include live ammunition.
Support will advise which magazines, components, or accessories are needed to evaluate the reported issue and what to remove before shipment.
Use only the return address and shipping instructions provided with your authorization.
When the reported issue is not reproduced
We document inspection and testing findings and explain the proposed next step. Inconclusive testing alone does not prove misuse or automatically establish that a claim is outside coverage.
The initial factory evaluation remains free. Any proposed chargeable work still requires your approval. Shipping responsibility follows the terms for your return.
Submit new information indicating a covered defect or safety concern to support for review.
Questions before you send it in? Contact our team before shipping if you need help with registration, second-owner coverage, troubleshooting, shipping responsibility, or proposed service charges.
Your next step.
Made clear.
Contact Customer Support
Warranty & Service Policy
Built to perform. Backed for life.
Lifetime coverage for qualifying factory defects, tied to the life of your Jacob Grey firearm and transferable to a second owner. Free initial factory evaluation. Clear approval before chargeable non-warranty work.
The full picture
Clear terms. No surprises.
Lifetime warranty & transferability
Jacob Grey handguns are covered for qualifying defects in materials or workmanship for the lifetime of the firearm. This warranty is tied to the firearm and transfers to a second owner.
Lifetime refers to the life of the firearm, rather than the period of ownership by the original purchaser. Coverage is not limited to the original owner.
Provide the firearm’s model, serial number, and available purchase or transfer information with your request so we can identify the firearm and review the applicable warranty. Warranty remedies are determined after inspection under the applicable warranty terms.
Existing warranty commitments are honored. These service terms do not reduce coverage previously provided.
What is covered
Qualifying defects in factory materials, manufacturing, machining, assembly, workmanship, or factory fitment are covered when confirmed under the applicable warranty. Mechanical concerns and factory-installed component failures are evaluated to determine whether they result from a covered defect.
When a defect in materials or workmanship covered by the applicable warranty is confirmed, covered warranty service and return shipping from Jacob Grey to the customer are provided at no charge.
Lifetime coverage applies to qualifying factory defects. Normal wear, routine maintenance, and conditions caused by improper care or use are evaluated separately.
Owner responsibility & conditions outside coverage
Proper cleaning, lubrication, maintenance, storage, and use are the owner’s responsibility. Conditions outside coverage may include:
- Normal wear, cosmetic wear, and routine maintenance needs.
- Damage caused by misuse, neglect, improper care, storage, handling, or assembly.
- Conditions caused by incompatible or improper ammunition.
- Issues caused by non-factory accessories, unauthorized modifications, or outside work.
- Damage caused by improper optic installation or incompatible mounting hardware.
These conditions are assessed for their relationship to the reported issue. A maintenance issue, aftermarket accessory, or non-OEM part does not automatically exclude an unrelated covered defect.
Registration & second-owner support
Firearm registration is part of the warranty intake process and must be completed before RMA authorization. Provide the model, serial number, and available purchase or transfer information so support can verify the firearm’s registration and ownership record.
The warranty follows the firearm for its lifetime and transfers to a second owner. A second owner should contact support to update the registration record.
Contact our team if you need help registering your firearm or updating ownership information. These intake requirements do not reduce applicable existing warranty commitments.
Start a request & complete pre-RMA troubleshooting
Start through Contact Us. Submit your model, serial number, available purchase or transfer information, and a clear description of the issue.
Before RMA authorization, complete firearm registration and provide the photo or video evidence requested by support. Our team will guide you through the applicable troubleshooting steps, which may include reviewing field-strip, cleaning, lubrication, and reassembly videos.
Include relevant maintenance history, ammunition information, and details about installed accessories or non-factory parts so our team can evaluate the concern.
If you cannot safely complete a requested step or capture evidence, contact support for guidance. Do not attempt unsafe operation or disassembly to document an issue.
RMA authorization & acknowledgment
All firearm returns require prior Return Merchandise Authorization (RMA). If factory evaluation is needed, support provides the RMA & Service Terms for your acknowledgment before releasing shipping authorization and instructions.
The acknowledgment explains shipping responsibility, the free initial factory evaluation, covered warranty service, and the rates and approval process for non-warranty work.
Do not ship until you receive your RMA and shipping instructions. A support ticket or RMA does not confirm warranty coverage.
RMA acknowledgment does not authorize unspecified repairs or unlimited charges. Chargeable non-warranty work requires separate approval of the proposed estimate.
Shipping to Jacob Grey & return shipping
Shipping to Jacob Grey: Customers are responsible for the cost of shipping their firearm to Jacob Grey for evaluation, except where applicable law or existing warranty terms require otherwise. Follow the instructions provided for your authorized return.
Confirmed covered warranty issue: When a covered defect in materials or workmanship is confirmed, covered warranty service and return shipping from Jacob Grey to the customer are provided at no charge.
Non-warranty matters: The customer is responsible for agreed return shipping from Jacob Grey, in addition to any separately authorized service or parts charges.
A free initial factory evaluation does not include customer-paid inbound shipping or non-warranty return shipping.
Free initial factory evaluation
The initial factory evaluation is provided at no charge, including when you decline proposed non-warranty repairs. Customers remain responsible for shipping the firearm to Jacob Grey under the terms for their return.
Our team documents the initial findings and determines whether the reported condition qualifies for covered warranty service or requires a non-warranty estimate.
Additional chargeable diagnostic work, maintenance, cleaning, or repairs require an estimate and your approval before work begins.
Non-warranty labor, parts & approval
Authorized non-warranty diagnostic, maintenance, and repair labor is billed at $100 per hour, plus applicable approved parts and return shipping.
We communicate our findings, provide an estimate, and obtain your approval before chargeable work begins. The estimate identifies the proposed work, labor, parts, return shipping, and total or authorized limit.
We obtain further approval before exceeding the approved scope or limit. RMA acknowledgment alone does not authorize paid repairs.
Non-OEM parts & restoration to factory configuration
Third-party parts are not eligible for free factory replacement. If factory parts or other work are needed to restore factory function, we provide a quote and obtain your approval before chargeable work begins.
The presence of a third-party part does not automatically exclude an unrelated covered defect. Our findings distinguish covered factory defects from conditions caused by non-OEM parts or modifications.
If you decline proposed parts or restoration work, support will arrange return without that work at your expense under the agreed return terms.
Any chargeable cleaning also requires your approval. Cleaning is not automatically authorized by an RMA.
Maintenance, disassembly & ammunition
Follow your model’s manual and the maintenance, field-strip, cleaning, lubrication, and reassembly guidance provided by Jacob Grey. Contact support before work beyond the procedures described for the owner.
Use ammunition appropriate for your specific model and follow its published ammunition requirements. Ported or compensated models may have different requirements from standard models.
Tell support the ammunition used when reporting cycling or reliability concerns. Include available manufacturer, load, and bullet-weight information.
Damage or conditions caused by improper disassembly, unsuitable ammunition, or unauthorized work may be outside coverage. Findings are evaluated for their relationship to the reported issue rather than automatically voiding unrelated coverage.
Payment, declined work & disputed findings
Agreed non-warranty service charges and return shipping are due before return shipment, subject to applicable law and the documented RMA agreement.
If you decline proposed work, contact support to arrange return without that work and confirm applicable agreed shipping or other previously authorized charges. The initial factory evaluation remains free.
If you dispute findings or charges, contact our team for review and next steps. We will review the documented findings and any additional information you provide.
Preparing for an authorized return
Follow the instructions issued for your RMA. Confirm that the firearm and included magazines are completely unloaded. Do not include live ammunition.
Support will advise which magazines, components, or accessories are needed to evaluate the reported issue and what to remove before shipment.
Use only the return address and shipping instructions provided with your authorization.
When the reported issue is not reproduced
We document inspection and testing findings and explain the proposed next step. Inconclusive testing alone does not prove misuse or automatically establish that a claim is outside coverage.
The initial factory evaluation remains free. Any proposed chargeable work still requires your approval. Shipping responsibility follows the terms for your return.
Submit new information indicating a covered defect or safety concern to support for review.
Questions before you send it in? Contact our team before shipping if you need help with registration, second-owner coverage, troubleshooting, shipping responsibility, or proposed service charges.