Frequently Asked Questions
Need some help with your order or have a question you need answered ASAP? Just click on one of the sections below to find the answer.
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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 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. Thre 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 us, chat 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 with out the 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?
I don't see the part I need
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!
Orders and Order Status
Has my order shipped?
To view order status login to your account and click on your order number.
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 item back please write the RMA number that is given on the side of the box.
How do I track my order?
To find the tracking number for your order please login to your account, click on the order number you wish to track, and click on the tracking link.
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 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 email@example.com. Once you submit your request our team will review it and reach out for additional information if necessary.