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 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.

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.

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

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. 

Orders and Order Status

To view order status login to your account and click on your order number.

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.