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Order & Service Status
How will I know if my window order has been placed?
Once your order is placed, you will receive a confirmation email with all the relevant
details. If you do not receive it within a few hours, please feel free to get in touch
with our support team for assistance.
When can I expect my order to be delivered?
The estimated delivery timeline will be shared via email once the manufacturer
acknowledges your order. Typically, delivery takes between 3 to 5 weeks for vinyl
windows and about 4-7 weeks for wood windows. If you need further assistance,
our support team is available to help
How can I check the status of my service request?
You can check the status of your service request by contacting our support team
with your request number or order details. We’ll provide real-time updates, and if
you’ve scheduled a service, we’ll send you notifications and reminders leading up to
your appointment.
How will I know if a technician has been assigned to my service?
We will notify you as soon as a technician has been assigned to your service
request. If you’d like to check the status in the meantime, please feel free to
contact our support team—we’re happy to assist you.
How long will the service take?
The duration of your service will depend on the specific work involved, including the
scope and complexity of the task. After the technician assesses the situation
on-site, they will provide you with a more accurate time estimate for completion.
We strive to be efficient while ensuring quality service, and your technician will keep
you informed of any changes or adjustments to the timeline as needed.
Can I reschedule my appointment?
Absolutely! We understand that life can be unpredictable, and schedules may need
to change. If you need to reschedule your appointment, simply get in touch with
our support team, and we’ll be happy to find a new time that works best for you.
We’re committed to making the process as flexible and convenient as possible for
you.
Why is my order/service delayed?
We sincerely apologize for any delays you may be experiencing. While we make
every effort to stay on schedule, unexpected circumstances can sometimes affect
timelines, such as supply chain issues, weather conditions, or technical
complications. We will always keep you informed about the status of your order or
service. Please check your email for updates, and if you need more information or
assistance, don’t hesitate to contact our team, and we will address your concerns
promptly.
Product & Availability
Do you only offer glass replacements?
While glass replacement is one of our key areas of expertise, we offer a
comprehensive range of window and door solutions to meet your needs. This
includes complete window and door replacements, repairs, as well as custom
installations. Whether you’re looking to update the look of your home, improve
energy efficiency, or replace damaged glass, our team is equipped to handle it all
with professionalism and precision.
Can you provide specifications for your in-stock windows?
Absolutely! We would be happy to provide detailed specifications for the windows
we currently have in stock, including measurements, material options, and available
styles. To ensure you receive the most accurate and relevant information, please
reach out to our team with your preferences or project requirements. We’ll
promptly assist you with all the specifications, including any customization options if
needed.
Do you offer custom window sizes based on my measurements?
Yes, we specialize in offering custom window sizes to suit your specific
measurements and design preferences. Our measure tech can be scheduled to
measure your windows (or if you have the measurements already), our team will
offer tailored solutions and a range of options that best meet your needs. We take
great care in ensuring that the custom windows we provide are the perfect fit for
your space, offering both aesthetic appeal and superior functionality
Is there a warranty on your products or services?
Yes, we provide a comprehensive warranty on all our products and services to
ensure your complete satisfaction and peace of mind. Our warranty covers a variety
of factors, including defects in materials and workmanship. For full details on the
coverage, terms, and any specific conditions related to your product or service,
please don’t hesitate to contact our support team. We’re happy to provide the
information you need to make informed decisions.
Can I receive a catalog or price list?
Certainly! We would be delighted to send you our most up-to-date catalog, which
includes a wide range of products and services. Please share with us your specific
interests or requirements, and our team will provide you with a tailored selection of
options and pricing details. If you have any preferences or need further assistance,
feel free to let us know, and we’ll ensure you receive the relevant information
promptly.
Pricing & Payment
How much does a Double Hung window cost?
The cost of a Double Hung or DH window varies depending on several factors,
including size, specifications, and customization options. To provide you with an
accurate and personalized quote, we recommend reaching out to us with your
specific requirements, such as measurements (if you have them or we can schedule
a measure tech), material preferences, and design choices. Our team will be happy
to assist you by offering a detailed breakdown of pricing based on your unique
needs and even offer in-home or virtual estimate.
Are there charges for sending a technician?
Yes, for service calls, service charges are determined by the nature and complexity
of the job. Factors such as the type of service, location, and any additional
materials required can influence the cost. To provide you with an accurate estimate,
please contact our support team with your specific service request details, and we’ll
be happy to offer a clear breakdown of any applicable charges. We offer free
estimates for new windows.
What payment methods do you accept?
We accept a wide range of secure payment methods for your convenience, including
major credit and debit cards, as well as bank transfers and checks. If you have any
questions or need assistance with a payment method, our support team is always
available to help.
Can I pay in installments?
Yes, we offer flexible installment payment options to make your purchase more
manageable. Our team can provide detailed information about the available plans,
including duration and payment terms, to help you choose the option that best suits
your needs. Please contact us, and we’ll assist you in setting up an installment plan
tailored to your preferences.
Has my payment been received?
To verify the status of your payment, you can reach out to our support team, and
we’ll be happy to assist you further.
Delivery & Installation
When will my product arrive at the warehouse?
Arrival times can vary based on several factors, such as the product type and
shipping conditions. Please provide your order details to our team, and we’ll give
you an accurate update on your expected delivery timeline.
Do you offer same-day service?
Same-day service is available for service depending on your location and the
current availability in our schedule. Please contact us directly to check if same-day
service is an option for your specific request.
What are your shipping and delivery charges?
Shipping costs are calculated based on your location and the size of your order. For
an accurate and personalized shipping estimate, please review our shipping policy
or contact our team directly for assistance.
Do you provide installation services?
Yes, we offer expert installation services to ensure that your windows are fittedsecurely and professionally. Our experienced technicians will handle every aspect of the installation process, from precise measurements to final adjustments, ensuring a perfect fit and optimal performance. We understand the importance of a smooth and hassle-free installation, so we take care of everything for you.
To schedule your installation, simply contact our team, and we’ll arrange an appointment at a time that suits your schedule. We’re committed to providing top-notch service and ensuring your satisfaction from start to finish.
Do I need to be home for the delivery or service appointment?
Yes, we recommend that someone be present during the delivery or service
appointment to ensure that everything goes smoothly and to address any questions
that may arise.
Is it necessary to be home for the final measurement?
Yes, it’s essential to have someone present during the final measurement to ensure
accuracy and confirm any specific details with the technician before proceeding with
installation.
How long does installation take?
The installation time may vary depending on the size and complexity of your
project. Once the technician arrives, they will assess the scope of work and provide
you with an estimated timeline for completion.
Returns & Warranty
How do I file a warranty claim?
Filing a warranty claim is simple. You can either reach out to our support team
directly or submit a request online, and we will guide you through the process to
ensure a prompt resolution.
What should I do if my product is defective?
We sincerely apologize for any inconvenience caused. If you’ve received a defective
product, please contact our support team immediately. We are committed to
resolving the issue quickly and to your satisfaction.
Who should I contact for warranty support?
For any warranty-related inquiries, our dedicated customer support team is ready to assist you. Please don’t hesitate to reach out, and we will ensure your concerns are
handled swiftly and effectively.
General Inquiries
What are your business hours?
Our office is open Monday to Friday, from 8:30 AM to 4:30 PM, but we have 24/7
customer care available for your concerns. For more information about our hours of
operation, please visit our contact page or reach out to our team.
Where are you located?
Our office is located at 2115 Eastern Ave, Baltimore, MD 21231. For directions,
please visit our website or contact us for assistance.
How can I contact customer support?
You can reach our customer support team through phone, email, or Text. For full
contact details, please visit our contact page, where you can choose the most
convenient method of communication for you.
Do you offer home visits or in-store consultations?
Yes, we offer in-home consultations, in-store visits, and virtual or phone
consultations to provide personalized guidance and help you make well-informed
decisions. To schedule an appointment, please book online or contact our team for
availability. We’re happy to assist you through any of these convenient options.
How do I cancel my order or service request?
To cancel your order or service request, please contact our support team at your earliest. We will guide you through the cancellation process, if possible and ensure all your concerns are addressed promptly. We’re here to assist you every step of the way.
Can I speak with a manager or supervisor?
Absolutely! If you wish to escalate your query, our support team will be happy to connect you with a manager or supervisor who can provide further assistance. We’re committed to ensuring your concerns are fully addressed.
Do you service commercial buildings?
Yes, we provide services for commercial properties. However, please note that we
do not work with metal windows. For more details, please reach out to our team.
