To send a Heritage revolver or rifle back to the factory, start with the Heritage Manufacturing Firearm Service Request Form at heritagemfg.com/service-request/. The form collects your contact details, firearm information, and a description of the problem, and Heritage uses it to issue a Return Merchandise Authorization (RMA) number. Without that RMA inside the box when your firearm arrives in Bainbridge, Georgia, the factory may not process it.1Heritage Manufacturing. Frequently Asked Questions
What to Have Ready Before You Open the Form
Gather this before you start. Missing a required field will stop submission.
- Serial number. Stamped or engraved on the frame. On most Rough Rider revolvers, check the bottom of the grip frame or the side of the frame near the cylinder.
- Contact information. Full name, email, phone, and a physical street address with city, state, and zip. Carriers delivering firearms require an adult signature at a physical address, so a P.O. box will not work for the return shipment.2UPS. How To Ship Firearms
- Ownership status. The form asks whether you are the owner, a dealer, a distributor, or a writer. If you are not the owner, you will also need the owner’s name, phone, and email.3Heritage Manufacturing. Firearm Service Request Form
- Proof of purchase. Heritage’s one-year limited warranty runs from the date of the original retail purchase, and the receipt or invoice is what proves coverage.4Heritage Manufacturing. Repair Policy
- Ammunition details. Brand, type, bullet weight, and approximate round count when the problem appeared.3Heritage Manufacturing. Firearm Service Request Form
If you mailed in the factory registration card or registered online, that supports your warranty claim; Heritage’s repair policy says customers should send in the registration card to be eligible for warranty coverage.4Heritage Manufacturing. Repair Policy
Working Through the Form
The form is a single page. Required fields carry an asterisk. Start with the serial number, then move through first name, last name, email, phone, and full mailing address. The company field and alternate phone are optional.
The ownership dropdown is where people trip up. Pick “I am the owner” if you bought the firearm yourself. Dealers and distributors handling a return for a customer select the matching category, which then opens additional fields for the owner’s name, phone, and email. Warranty coverage only extends to the original retail purchaser, not to subsequent owners.4Heritage Manufacturing. Repair Policy
The problem description is the most important box on the page. Be specific. “Cylinder won’t rotate when hammer is cocked,” “trigger sticks and won’t return forward,” or “light primer strikes on two chambers” gives the technician a starting point. Vague entries like “doesn’t work right” force guessing and slow things down. The ammunition field sits right below. Include brand, bullet weight, and whether you were shooting factory loads or reloads. Heritage treats ammunition seriously because damage from reloaded, high-pressure, or non-standard rounds falls outside warranty coverage.4Heritage Manufacturing. Repair Policy
At the bottom of the form, you can upload photos or short video of the malfunction. A ten-second clip of a cylinder skipping a chamber is worth more than a paragraph of text. Submit, and watch your email for the RMA number.
Warranty Coverage and What Voids It
Heritage warrants its firearms to the original retail customer for one year from the date of purchase against defects in material and workmanship.4Heritage Manufacturing. Repair Policy If your problem falls inside that window and qualifies, parts and labor are covered. Heritage reserves the right to inspect and function-test the firearm and then decide whether to repair it or replace it with the same model. That choice is Heritage’s, not yours.
The warranty does not cover:
- Unauthorized modifications, including aftermarket trigger kits, barrel swaps, frame-altering grip changes, or work done by anyone other than Heritage’s gunsmiths.
- Misuse and abuse, which Heritage specifically includes “fanning” the hammer under.
- Damage caused by reloaded, high-pressure, or non-standard ammunition.
- Problems caused by neglected cleaning or maintenance.
The warranty is also non-transferable. If you bought the gun secondhand, you are not the original retail customer and will not qualify for free repair regardless of the firearm’s age.
If You’re Outside the Warranty
Heritage still services firearms that fall outside warranty, whether the year has passed, you are a second owner, or the issue is one the warranty excludes. The minimum labor fee for non-warranty work is $35.5Heritage Manufacturing. Shipments and Returns For anything more involved, Heritage sends a cost estimate before starting work, so there is no surprise bill.4Heritage Manufacturing. Repair Policy Freight runs both ways at your expense on non-warranty repairs, and warranty shipments also go to Heritage freight prepaid by the customer, so plan on paying to ship to Bainbridge either way.
Shipping the Firearm to Heritage
Once you have the RMA, print the confirmation email and put it inside the box with the firearm. Include proof of purchase if you are claiming warranty coverage. Send to:
Heritage Manufacturing, Inc.
Attention: Warranty Service Center
100 Taurus Way
Bainbridge, Georgia 398174Heritage Manufacturing. Repair Policy
Carrier Rules
Federal law allows you to mail a firearm you legally own to a licensed manufacturer without going through a dealer.6Office of the Law Revision Counsel. 18 US Code 922 – Unlawful Acts USPS prohibits individuals from mailing handguns, which covers every Heritage revolver, including all Rough Rider models.7United States Postal Service. Publication 52 – Hazardous, Restricted, and Perishable Mail
For revolvers, that leaves UPS and FedEx. UPS requires all handguns to ship via Next Day Air services (Next Day Air Early, Next Day Air, or Next Day Air Saver) with no exceptions, and reserves the right to require Next Day Air for any package containing a firearm. Every UPS firearm shipment must use new corrugated packaging that meets UPS box strength guidelines, and the outer box cannot carry any markings that identify the contents.2UPS. How To Ship Firearms FedEx also ships firearms and requires a signature on delivery.8FedEx. How to Ship Firearms
Packing
Unload the firearm completely before packing. Do not include ammunition in the same box; UPS explicitly prohibits packaging ammunition with firearms, and this is standard across carriers.9UPS. How To Ship Ammunition Use a plain, sturdy cardboard box with no external markings. Wrap the firearm in bubble wrap or foam. If the original hard case fits inside, use it, but keep the outer box plain.
After the Firearm Arrives at Heritage
Technicians field-strip, inspect, and function-test every firearm that comes in.4Heritage Manufacturing. Repair Policy For warranty claims, Heritage either repairs the firearm or replaces it with the same model at its discretion. For non-warranty work, you get a cost estimate and have to approve it before anything proceeds.
Heritage does not publish a turnaround time, and owner experiences vary; some report a couple of weeks, others months, with seasonal volume and parts availability both playing a role. If several weeks pass with no word, contact Heritage’s support team with your RMA number.
When the firearm ships back, federal regulations require the carrier to obtain written acknowledgment of receipt from whoever accepts the package. UPS implements this as Adult Signature Required with Direct Delivery Only, meaning someone 21 or older has to sign at your physical address.2UPS. How To Ship Firearms Plan to be home. Carriers will not leave a firearm at the door, and a missed delivery means rescheduling.