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.
Ask an Expert
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?
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
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 firstname.lastname@example.org. Once you submit your request our team will review it and reach out for additional information if necessary.