Clear policies.
No guesswork.
Below you'll find important information about order processing, shipping, returns, exchanges, damaged shipments, and international delivery from Window Hardware Direct.
Many window parts are highly specific. Confirm measurements, specifications, and compatibility before placing your order whenever possible.
Order Processing
Orders leave our warehouse within three to four business days.
Return Window
Approved returns must be initiated within 14 days of receiving the item.
Before Returning
Unauthorized returns without an RMA number will be refused.
International Shipping
Contact us to confirm service and shipping availability to your destination.
Where We Ship
Window Hardware Direct ships window hardware to customers throughout the United States and internationally.
International shipping availability can vary by destination. To confirm that we can ship to your location, please contact our team before placing your order.
Delivery Status & Processing
Any delivery dates provided by Window Hardware Direct are estimates only and are not guarantees of delivery dates.
We strive to process orders quickly and efficiently. However, because of the specialized nature of our inventory, stock shortages may occur from time to time. Backordered items will remain on backorder until they can be shipped.
Window Hardware Direct will not be liable for delays or failure to deliver goods when those delays result from circumstances beyond our control.
All orders will leave our warehouse within three to four business days.
Order status may be obtained by calling Customer Service at 1-800-842-0974 or by logging in to your customer account.
Returns
Returns must be requested within 14 days of receiving your item. The buyer is responsible for providing and paying for the return shipping label.
No return will be accepted without a Return Merchandise Authorization number (RMA#). Unauthorized returns will be refused.
Approved returns resulting from a customer ordering the incorrect item are subject to a 25–75% restocking fee. Original shipping charges are not refundable.
Special-order and custom-fabricated parts are not returnable unless defective.
Once your RMA is issued, write the RMA number clearly on the outside of the return package.
Once your return is authorized, you have 14 days to ship the item back. A refund will not be issued if the approved return is not shipped within that time.
By placing an order with Window Hardware Direct, you agree to this return policy.
Need to start a return?
Request your RMA and begin the return process through our Returns Center.
For block-and-tackle balances requiring guides, including certain Series 300-style balances, do not remove required guides from the shopping cart. If guides are removed and the order is not stopped by Customer Service, the balances may ship with whichever guides are currently available, and the item will no longer be eligible for return.
Returned to Sender
Packages returned to us because of an insufficient or incorrect address, or because delivery was refused, will need to be reshipped.
We will attempt to contact you by email. To arrange reshipment, call us at 1-800-842-0974.
If we are unable to reach you or do not hear back, a refund will be issued in accordance with the return policy above.
Exchanges
Window Hardware Direct does not process direct exchanges.
If you need a different item, begin a return for the original item using the process above and place a new order for the correct product.
Damages & Shortages
Material in transit is the property of the buyer, and the buyer assumes responsibility for filing carrier claims and claims for shipping damage.
Please inspect all freight for visible damage before accepting delivery. Do not accept cartons that are visibly damaged or open.
Claims for concealed damage must be made with the carrier within ten working days. The original shipping carton must be retained.
Order shortages must be reported to our Customer Service Department within ten working days. You may contact us here or call 1-800-842-0974.
International Shipping
International shipping is available via USPS Priority Mail International.
International shipping charges do not include customs duties, taxes, or other fees assessed by the destination country.
Delivery times vary by destination. Please allow approximately 4–8 weeks for international delivery, and contact us before ordering if you need confirmation for a particular destination.
When ordering outside the United States, the recipient is responsible for confirming that the products can legally be imported into the destination country.
The recipient is the importer of record and is responsible for complying with all laws and regulations of the destination country.
International shipments may be subject to import taxes, customs duties, brokerage fees, and other charges once the shipment reaches the destination. These charges are the responsibility of the recipient. Window Hardware Direct does not control or predict these charges.
Customs duties, taxes, and related fees are non-refundable. Original shipping charges and return shipping charges will not be refunded when a shipment is refused because of import fees.
Customs policies vary widely by country. Contact your local customs office for information about duties, taxes, restrictions, and import requirements. Customs clearance procedures may also cause delays beyond our original delivery estimates.
To help prevent customs delays, we strongly recommend:
- Provide a valid phone number where customs or the carrier can reach you. This number may appear on the commercial invoice.
- Respond promptly to requests from carriers regarding duties, taxes, or customs clearance.
- Do not refuse a shipment because of duty or tax charges. Many carriers will hold an international shipment for only a limited period before returning it to the sender.
We do not refund original shipping charges for goods refused at customs.
Still have a question?
If you're unsure about shipping, returns, international delivery, or the eligibility of a particular item, contact us before placing your order and we'll help clarify the policy.