When Ruger had their "Custom Shop" 7 or 8 years back I ordered a high polish Blackhawk with real ivory grips and that's what I got. However, all the custom work was done through Baron Engraving, the same company that does a lot of TALO work. I did a letter from Baron with a "Ruger Custom Shop" letterhead describing the details. I never have gotten a factory letter for $10 but I don't think it would show the custom work. At the time, one could order any factory offering and have custom work done but the company you actually dealt with was Baron. The Custom Shop only lasted a few years as I recall.