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Frequently Asked Questions

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What Are My Payment Options?

We accept all the popular payment methods such as PayPal, Visa, MasterCard, Discover, American Express.

How to Track My Order?

You will receive an email from us after you have placed the order. You’ll get confirmation and a tracking number sent to your email when you purchase and we’ll let you know when your order is on the move. You will be able to track your order through your preferred shipping partner.

How Do I Cancel or Change My Order?

Please email to request to cancel your order.  Depending on when the order is placed and if it has be picked up, it may effect the cancellation process.  

Is There a Minimum Purchase Amount?

Nope! You can purchase as much or as little as you need.

My Order Never Arrived...What Do I Do?

Login to your account and verify that all the items in your order have shipped. If you see tracking numbers, contact the carrier to confirm if your packages have been delivered. If the carrier states that the package(s) have been delivered, please contact us for assistance. You can also Chat directly with us in the bottom left corner of the site.

How Long Does the Delivery Take?

It usually takes 1-2 business days to process orders that are instock.  Delivery time depends on carrier choice and location of delivery.  Shipments all come out of South Carolina, USA.  

Do You Offer Free Shipping?

Yes, free shipping is available for your FIRST order over $50 that is placed in the United States with a special promo code. Shipping fees for international orders will always apply.

Do You Ship Overseas?

Yes, we ship all over the world. Please note that additional shipping costs will be applied based on your delivery location.

What is your Refund & Exchange Policy?

You can ask for a refund within 14 days of the date you receive your purchase. Returned items must be in the exact same condition as they were received.

How Do I Track My Refund?

To track the status of your refund, kindly refer to your confirmation email that you have received from us. You can also login to your account, click on the order number you wish to track, and click on the tracking link there.

How Long Does It Take to Get the Refund?

Once we receive your return, please allow us 3-5 business days for your refund to process. The refund amount will be automatically debited to the same form of payment originally used for purchase.

How Do I Start a Return?

To start a return visit our RMA Center, enter your order number and email address, then select the items you wish to return and your reason for returning. No items will be accepted without a Return Merchandise Authorization number (RMA#). Any unauthorized returns will be refused. A restocking fee of 25-75% will be charged for returns when the customer ordered incorrectly. When you ship you the item back, please write the RMA number that is given on the side of the box. You have 14 days from the date you received the order to return the items.

Do You Have Installation Guides or Offer Support?

We do offer installation information and videos on select products, but not all.  Please refer to the Learning Center for this information.  Unfortunately, we don't offer support post sale beyond the guides on our site, but we are adding more helpful blogs and how-to guides upon request.  

How Do I Create an Account?

To create an account, click the "Create an Account" link on the top right of our site.

I Forgot My Password...

Click the "forgot password" link at the bottom of the login page and a password reset link will be sent to the email address associated with your account.

Do You Have Special Contractor or Apartment/School Accounts?

Yes! We have special accounts specifically for contractors and apartment/school purchasers. To request a special account, create a standard account and then fill out the Wholesale Sign Up Request form and email a copy of your documents to Once you submit your request, our team will review it and reach out for additional information if necessary. 

What is a Window Balance?

A window balance (sometimes called a sash balance, window spring, or window "balancer") is a somewhat hidden window component sitting inside the window frame. Window balances are only found in double-hung or single-hung windows and counterbalance the weight of the sash, assisting you with opening and closing your windows. Window balances are found in both residential and commercial windows. Browse window balances, parts, and accessories. There are many different styles, types, and sizes of window balances, so finding the correct replacement can be tricky and at times frustrating. Here at Window Hardware Direct, we strive to make finding the correct window balance replacement as easy as possible. If you need help, you can contact uschat with us, or give us a call at 1-800-842-0974 and we'll help you find your correct replacement window balance.  Check out our blog on replacing window balances for more information. Whether it's home window repair or commercial window repair, we have the balance to fit your needs. 

How Do I Know What Size Window Balance I Need?

Located on your window balance is a number stamped into or printed on the balance. This number is known as the stamp. The stamp on your balance indicates the length of the balance and weight of the sash. The length of the balance is one inch longer than the first number of the stamp. The second number is the weight of your window sash. If your balance is not stamped, you will need to measure the metal channel or tube and weigh your sash using a bathroom scale. Getting precise measurements is imperative for optimal window performance. You can view our guides on measuring block and tackle window balances and measuring spiral window balances for more information on how to measure you balances properly.

My Window Balances are Missing...How Do I Know What Size I Need?

Check out our blog on determining the size of the window balance you need. To determine the size of the window balance without the original balance itself, you need the height of the visible glass and the window sash weight. To weigh your window sash, you must completely remove it from the window frame.

How Do I Replace My Window Balances?

You can head over to our blog and view several how-to guides with videos on how to install Block and Tackle Balanceshow to install Tilting Spiral Balances, how to install Non-Tilting Spiral Balances and more!

I Don't See the Part I Need...

If you don't see the part you need listed on the website, you can view our full PDF catalog and give us a call at 1-800-849-0974 to place your order. 

I Need My Parts Identified...Can You Help?

Yes! We can certainly help identify the parts you have. You can check out our blog on how to have your window parts identified by our experts.

What Parts and Services Do You Offer?

We are an authorized distributor for top window hardware manufacturers such as Caldwell Mfg., Amesbury Balances, Truth Hardware, and many others. We offer expert product knowledge and helpful how-to guides so you can get the part you need and install it correctly. Contact or chat with our experts today!