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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Parts information

Located on your 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. The length of the balance is one inch longer than the first number of the stamp. The second number is the weight of your sash.

To determine the size of the balance, 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.

We have several videos on our YouTube Channel covering how to install various types of balances such as block and tackle, spiral, and non-tilting spiral balances

Orders and Order Status

To view order status login to your account.

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.

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.

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.


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

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.

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.