CMMG Customer Service — Professional Guide for Owners and Dealers

Support Channels and How CMMG Handles Inquiries

CMMG maintains a centralized customer support workflow designed for owners, licensed dealers (FFLs), and international distributors. The primary entry point for service inquiries and warranty claims is the company website: https://www.cmmg.com. From that portal you can access the official support pages, parts catalogs, and the online service request (RMA) form. Using the website ensures your submission is logged with a case number, which is essential for tracking and escalation.

In addition to the online portal, CMMG coordinates with its network of authorized dealers for transfers, inspections, and initial troubleshooting. For any firearm to be shipped to CMMG for service in the United States, federal law requires the involvement of an FFL — either sending the firearm directly from the dealer to CMMG or receiving the repaired firearm at a dealer for transfer. Always verify the dealer’s participation before shipping; the CMMG site lists authorized dealers and regional distributor contacts.

Preparing a Service Request: Exact Information to Gather

Before contacting CMMG customer service, prepare the following documentation and digital assets to minimize back-and-forth and shorten turnaround time. Have the firearm model designation and full serial number ready; warranty eligibility is determined by model and serial, and the serial is required on any repair paperwork. Include the original purchase date and a proof-of-purchase file (invoice, receipt) showing the seller and transaction date — scanned PDF or high-resolution photo (≥1280×720) is acceptable.

Photographs and a concise problem statement accelerate diagnosis. Provide multiple clear photos that show the entire firearm, the area of concern close-up, and the receiver serial number. When describing the issue, list: (1) what you were doing when it occurred, (2) ammunition type and grain weight used, (3) whether the firearm has aftermarket modifications, and (4) any steps already taken to troubleshoot. If you are an FFL or dealer, include your license number and shipping address for returns.

• Essential items to include with any RMA: model & serial, proof of purchase (PDF/photo), 3–6 photos (wide + close-ups), concise chronological problem description, contact phone/email, and dealer/FFL information if applicable.
• Packing & shipping notes: obtain authorization (RMA number) before shipping, remove ammunition, use insured tracked shipping, mark the RMA on the exterior shipping label, and retain tracking until the job is complete.

RMA Workflow and Typical Timelines

After submitting a request via the web form, expect an initial acknowledgment with a case/RMA number within 24–72 hours during normal business periods. The inspection and diagnostics phase typically takes 3–10 business days after the item is received, during which CMMG documents the condition, verifies the issue, and determines warranty coverage. If parts must be ordered from suppliers, lead times will depend on part availability — common parts are often on-hand, but specialty components can add 1–4 weeks.

Turnaround from receipt to return shipment commonly ranges from 2–6 weeks for standard repairs; complex structural repairs or custom barrel work can extend beyond that. CMMG generally provides status updates by email and can provide tracking details when the unit ships back. If you need an expedited timeline for a warranty-covered safety issue, mark the request clearly and provide any supporting safety documentation — the company prioritizes confirmed safety defects.

Warranty, Costs, and Out-of-Warranty Expectations

CMMG’s published warranty terms (consult the current policy on cmmg.com/warranty) cover defects in materials and workmanship under normal use, but not normal wear, misuse, unauthorized modifications, or damages from handloads and reloaded ammunition. When an item is determined to be covered, CMMG typically performs the repair or replacement at no charge for parts and labor; shipping may be handled per the current policy, so verify whether return shipping is included.

Out-of-warranty repairs have predictable price ranges depending on the component: small parts and service labor often fall in the $50–$150 range, bolt carrier group (BCG) replacements commonly range $150–$350 (parts and labor), and complete barrel replacements or major action work can range $200–$650 or more. These figures are approximate industry norms; exact estimates are provided in the RMA approval stage. Modifications by third parties frequently void warranty coverage and will be quoted as non-warranty work.

Escalation Path, Dealer Interaction, and Legal Compliance

If initial contacts do not resolve a concern, escalate by replying to the RMA email and requesting assignment to a service manager or quality assurance specialist; cite the RMA number and include any new evidence. Dealers and FFLs can often accelerate resolutions for transfers and compliance questions because they are familiar with shipping, inspection, and return processes — involve your dealer early if shipping or legal transfer is required.

Remember legal compliance: all firearm transfers across U.S. borders require export/import compliance and will involve additional customs documentation, taxes, and restricted shipping options. International customers should work through CMMG’s authorized international distributors; direct cross-border shipping of firearms to the U.S. factory is normally not permitted without explicit approval and customs paperwork. Always confirm shipping instructions and address details via the official CMMG website to avoid delays.

Quick Checklist Before You Submit

• Model & serial number (clearly photographed), purchase date, and proof of purchase.
• 3–6 clear photos (whole firearm + close-ups), and a concise chronological problem description.
• FFL/dealer contact if transfer or shipping through a dealer is required; confirm FFL participation in advance.
• Request an RMA through https://www.cmmg.com/support and retain the case number.
• Ship with insurance and tracking only after RMA approval; label the package with the RMA and keep the tracking number.
• Expect initial reply in 24–72 hours and total turnaround commonly 2–6 weeks depending on parts and workload.