Buying Online FAQs

  • Can I edit or cancel an online order after it has been placed?

    Online orders are processed as quickly as possible, and therefore, may not be able to be changed after they are placed. If you do need to edit or cancel an online order, please email us as quickly as possible at shop@pella.com.

  • How long will it take to receive my online order?

    For online orders, a local Pella team member will call within 2-6 weeks to schedule pick up or delivery depending on what option you chose at checkout. The time to receive your order varies since all products are made to order based on your specifics.

  • How do I track my online order?

    When you order parts online, you’ll receive an email when your products are on their way with a link to track your shipment at any time.

  • Who will install the products I ordered?

    When you receive your order, you can either install the product on your own with help from our installation resources. Or, hire a Pella Certified Contractor® to take care of installation for you. They are trained and certified to install Pella products.

  • Is shipping free when I order online?

    Free shipping is included for all online orders of parts. Windows and doors ordered online include free shipping to your local Pella branch where you can then pick up your order. For an additional fee, you can have windows and doors delivered directly to your jobsite.

Entry Door FAQs

  • What is a standard front door size?

    One of the most common front door sizes in American houses is 36 inches wide by 80 inches tall, and almost 2 inches thick. However, not all doors will have these measurements.

  • How do you install a new front door?

    Proper installation is key to the safety and performance of your front door, so we recommend working with your local window and door expert. However, if you feel confident in your DIY abilities, learn about installing Pella front doors into a variety of applications.

  • Is glass in a front door safe?

    Getting a front door with glass in it doesn't necessarily make your house more at risk than it was before. Remember, many people live in houses full of windows and glass patio doors. If privacy is a concern, you can choose a front door with less glass, obscure glass or between-the-glass blinds.

  • What types of glass can be used in a front door?

    When you choose a front door with glass, there are a number of glass options that you can choose from. With choices like energy-efficient Low-E glass, durable impact-resistant glass, and textured obscure and decorative glass for privacy, there is a glass style to meet your design and privacy needs.

  • What is a pre-hung front door?

    A pre-hung front door means that the panel, or the swinging part of your door, is already hung in a frame. When you buy a pre-hung door to replace your old one, the existing door, frame and trim must be removed before replacing it with a new pre-hung front. Exterior pre-hung doors can also be used on new construction builds.

Customer Support FAQs

  • What causes condensation in windows?

    Most of the time, interior or exterior condensation on your windows is a matter of temperature and humidity. When the air is hotter and more humid on one side of the glass, moisture collects on the window panes. If you see condensation in between pieces of insulated glass on dual-pane or triple-pane windows, it’s usually an indication of glass seal failure. You can help reduce window condensation with these tips.

  • If I paint the exterior cladding or paint my vinyl does it void the warranty?

    Pella does not recommend painting these materials. If the paint contributes to a defect in the product, the defect would not be covered under the warranty.

  • If I put tinting on my glass will it void the warranty?

    If the tinting contributes to a defect in the product, the defect would not be covered under the warranty.

  • Am I eligible for the lifetime coverage mentioned in the limited warranty?

    Limited lifetime warranty coverage, in warranties that include this coverage, applies to the original purchaser of Pella products in an owner-occupied single-family residence. See written limited warranty for details, including exceptions and limitations, or contact Pella Customer Service at 877-473-5527.

  • What do I have to do to get the warranty on my product?

    The warranty automatically comes with your product when you purchase it. If you have a warranty question, you can contact Pella Customer Service at 877-473-5527 or see written warranties for complete details.

Window FAQs

  • How do you know when it's time to replace windows?

    Great windows offer ventilation, look beautiful, help save energy, reduce noise and keep your space safe. If your windows aren’t doing one or more of those things, it may be a sign your windows need replacing. This article shares five situations to help you decide if your windows could be doing more for you and your lifestyle.

  • What are the different types of windows?

    Pella offers many different types of windows including: casement, double-hung, single-hung, awning, bay and bow, sliding, picture, custom and specialty. Discover the fundamentals you need to know when shopping for new windows, starting with the basics.

  • What is the difference between single-hung and double-hung windows?

    The difference between single-hung and double-hung windows is the number of sashes that move. A single-hung window has one fixed, or non-operable, sash and one operable, or moveable, sash. A double-hung window has two operable, or moveable, sashes.

  • What is the most durable window?

    Pella’s proprietary fiberglass is the strongest material for windows, engineered for lasting durability.61 Our exclusive fiberglass will never rot or corrode, and it resists dents, bends and breaks.

  • Are triple pane windows better than double pane?

    Yes, triple-pane windows provide better overall performance with an additional pane of glass that improves efficiency and reduces noise.

Patio Door FAQs

  • What is the strongest patio door material?

    Pella's fiberglass is the strongest material for patio doors.61 On average, it is 10x stronger than a leading wood/plastic composite, 9x stronger than vinyl, 5x stronger than wood and 2x stronger than aluminum as displayed in tensile and 3-point bend tests.61 Pella Impervia sliding patio doors come with hardware to help you feel safe. Multiple locking mechanisms and the Secure Vent Lock ensure added security in both the closed and venting position. For superior strength, shop Pella Impervia patio doors.

  • How do bifold doors work?

    Bifold patio doors are made up of three or more panels that are connected with hinges on the sides to fold open and closed like an accordion. When bifold patio doors are closed, they create the look of a wall of glass, and when they’re open, they stack neatly on top of each other.

  • What are the types of sliding glass doors?

    Pella offers two types of sliding glass doors: sliding patio doors and multi-slide patio doors. Sliding patio doors are available in 2-,3- and 4-panel configurations. Multi-slide patio doors feature expansive panels that slide open, stacking against each other or tucking away out of sight into a wall pocket.

  • What's the difference between French doors and sliding doors?

    French doors are hinged at the side and can either swing in or out, depending on what works best for the space. They are a traditional choice that adds an elegant feel to the home. Sliding patio doors glide open on a track, meaning they require no additional space to operate. These doors add a contemporary touch to the home. Learn more differences between hinged and sliding patio doors.

  • Are built in blinds for patio doors worth it?

    Between-the-glass blinds on patio doors increase privacy and block out light. They harbor fewer allergens and require less cleaning since they are protected from dust, damage and little hands. If it’s important to you that these concerns are addressed, then the cost of built-in blinds may be worth it.

Buying Online FAQs

  • What’s included in my online window and door purchase?

    Product only. When you purchase a window, door or replacement part online, your order will arrive with the product only. Installation is not included. If you need installation parts and accessories, those can be purchased online as well.

  • Is shipping free when I order online?

    Free shipping is included for all online orders of parts. Windows and doors ordered online include free shipping to your local Pella branch where you can then pick up your order. For an additional fee, you can have windows and doors delivered directly to your jobsite.

  • Who will install the products I ordered?

    When you receive your order, you can either install the product on your own with help from our installation resources. Or, hire a Pella Certified Contractor® to take care of installation for you. They are trained and certified to install Pella products.

  • What is your return policy for online orders?

    We’re committed to customer satisfaction. If the product you ordered online is damaged during shipping or you do not receive exactly what you ordered, we want to make it right by refunding you in full or sending you a new product. We do not accept returns of undamaged made-to-order products in which a buyer ordered the incorrect size or color, or decided the product was no longer needed. See pella.com/warranty for additional details and exclusions. If you have questions about returns and refunds, please email shop@pella.com.

  • Can I edit or cancel an online order after it has been placed?

    Online orders are processed as quickly as possible, and therefore, may not be able to be changed after they are placed. If you do need to edit or cancel an online order, please email us as quickly as possible at shop@pella.com.

  • How long will it take to receive my online order?

    For online orders, a local Pella team member will call within 2-6 weeks to schedule pick up or delivery depending on what option you chose at checkout. The time to receive your order varies since all products are made to order based on your specifics.

  • Who should buy online?

    Buying online is great for the confident do-it-yourselfers. You’ll take charge of the project by measuring, selecting and installing products on your own. Shopping online is quick, convenient and easy – especially when you only need to replace a few standard windows. For more complex orders, it makes more sense to work with a local Pella Representative who can assist throughout the process.

  • Do you ship internationally?

    No, buying online from Pella.com is currently limited to the United States.

  • How do I measure my windows and doors?

    Follow these easy steps to measure for your tailor-made windows and patio doors.

  • What are the shipping options?

    For orders of windows or doors, you will select whether you’d like to pick up at your local Pella branch or have product delivered directly to your jobsite for an additional fee. For parts orders, your product will be shipped via FedEx directly to you.

  • What payments do you accept online?

    For online orders, we accept all major credit cards including American Express, Visa, Discover and Mastercard.

  • How do I track my online order?

    When you order parts online, you’ll receive an email when your products are on their way with a link to track your shipment at any time.

Window FAQs

  • Are mulls available to put multiple windows together?

    Dual-pane windows have two panes of insulating glass, while triple-pane windows have three panes of insulating glass. As more panes of glass are added, windows generally become more energy efficient. Triple-pane products also feature a hinged glass panel to access between-the-glass blinds and shades. Learn more about double- and triple-pane windows.

  • What are the benefits of fiberglass windows?

    Pella’s proprietary fiberglass is the strongest material for windows, engineered for lasting durability.9

  • What are French windows?

    Similar to a hinged French door, French windows have two sashes with hinges on the side. One sash opens to the left and the other to the right to create a wide opening. With no central post in the window frame, French window panels offer more ventilation and an unobstructed view.

  • What are glazed windows?

    Glazing refers to the glass installed in the window frame. A window with one pane of glass is called a single-glazed window. Windows with two panes of glass are double-glazed windows. Double- and triple-glazed windows are more efficient than single-glazed windows.

  • What are egress windows?

    Egress windows are large openings that offer a secondary exit in case of an emergency. They can also add more natural light and make your basement feel more inviting. Basement bedrooms and living spaces are required to have egress windows.

  • What causes condensation in windows?

    Most of the time, interior or exterior condensation on your windows is a matter of temperature and humidity. When the air is hotter and more humid on one side of the glass, moisture collects on the window panes. If you see condensation in between pieces of insulated glass on dual-pane or triple-pane windows, it’s usually an indication of glass seal failure. You can help reduce window condensation with these tips.

  • Why are my windows foggy?

    Condensation on the interior or exterior of a window often indicates high humidity levels and is nothing to worry about. Condensation between panes of insulating glass, however, can develop when the seal between panes of glass fail and allows moisture to leak in.

  • Are floor-to-ceiling windows expensive?

    We offer several product lines made from a variety of materials that can meet your home’s style and budget needs. The final price will depend on the materials, features and options that you choose.

  • Why should I choose Pella replacement windows?

    The Pella team builds, sells, installs and services its own quality products – and is backed by a name with more than 90 years of experience. You can count on us to provide the craftsmanship, style and innovative products and features that are important to you. Your local Pella expert is here to help you through the process from start-to-finish, and truly wants to help you find the right products and installation method for your project.

  • What are the different types of windows?

    Pella offers many different types of windows including: casement, double-hung, single-hung, awning, bay and bow, sliding, picture, custom and specialty. Discover the fundamentals you need to know when shopping for new windows, starting with the basics.

  • How much do replacement windows cost?

    A number of factors affect the price of a window, including window type, material, features and options such as grilles and hardware, and more. The typical window replacement cost is between $200 and $900.

  • What are double paned windows?

    Double-pane windows, also referred to as dual-pane or double-glazed windows, have two panes of glass, many with insulating argon gas between the panes. The additional layer of material, plus the insulating gap in between is what makes them stand out. Double-pane windows help reduce sound and improve energy efficiency.

  • What are transom windows?

    Transoms are stationary sections of glass placed above an entry door and its sidelights. They allow natural light to stream into your entryway.

  • What are Low-E windows?

    Low-E, or low-emissivity, glass minimizes the infrared and ultraviolet light that comes through your glass, without greatly reducing the amount of light that enters your home. Therefore, Low-E glass is more energy efficient and helps to protect your furniture and flooring from fading.

  • What is the most efficient window?

    Picture windows are extremely energy efficient given that they do not open and close. Also highly efficient are windows with dual- and triple-pane glass as they improve insulating properties and help reduce thermal transfer.

  • What are half circle windows called?

    Half circle windows are also known as semicircle windows, full chord windows, or half round windows.

  • What are floor-to-ceiling windows called?

    Floor-to-ceiling windows are commonly referred to as window walls. They are a combination of large windows that give the appearance of a wall of glass.

  • What are the benefits of replacing my windows?

    Energy efficiency, reduced noise and curb appeal are among the key benefits of replacement windows.

Entry Door FAQs

  • What are the advantages of a front door without glass?

    A front door without glass maximizes privacy and is usually more energy efficient than those with glass.

  • What is a dutch door?

    Also called a half door, dutch doors split in half horizontally, meaning the top half can open while the bottom half stays shut. There is also a bolt that can hold the two halves together to allow for operation like a normal door.

  • What types of glass can be used in a front door?

    When you choose a front door with glass, there are a number of glass options that you can choose from. With choices like energy-efficient Low-E glass, durable impact-resistant glass, and textured obscure and decorative glass for privacy, there is a glass style to meet your design and privacy needs.

  • Do fiberglass front doors fade?

    Pella collaborates with Sherwin-Williams to prevent fading by offering long-lasting, high-performance stains and paints on our fiberglass front doors.

  • Are fiberglass front doors safe?

    Yes, fiberglass front doors are strong, secure and offer many safety features. Solid fiberglass doors maximize privacy. Pella also partners with Baldwin®, the #1 premium hardware brand, to offer professional-grade security. Interior components of the lock are made of stainless steel for increased strength and durability. These locks are also bump proof and pick resistant.

  • What is a standard front door size?

    One of the most common front door sizes in American houses is 36 inches wide by 80 inches tall, and almost 2 inches thick. However, not all doors will have these measurements.

  • Why choose a fiberglass front door?

    Fiberglass front doors are exceptionally durable, beautifully resisting warping, dents, rot and extreme weather. They also require minimal upkeep and offer reliable performance year-round. They can be made to look like wood and are typically more budget friendly.

  • What is a door stile?

    A door stile is a vertical section on the outside edge of a door panel. They help to frame your door panel.

  • What is a door jamb?

    A door jamb runs vertically along the side of the door. It helps provide support for the door panel and door frame.

  • What is a door opening called?

    A door opening is called a doorway.

  • How much is a new front door?

    There are a lot of choices that can impact a new front door’s cost — including material selection, panel style with or without glass, accessories, and hardware. A new front door can cost anywhere from several hundred to a few thousand dollars depending on what you select.

  • What is a fire door?

    A fire door is one with a fire-resistance rating. Pella's steel front doors are available with a 20 minute fire rating.

  • What is the most secure front door?

    The most secure front door is one with hardware that features a multipoint locking system. This secures the door in multiple places for added security. Choosing a front door without glass is another way to increase security.

  • What are the advantages of a front door with glass?

    Front doors with glass make a welcoming first impression by adding design interest and natural light to your home.

  • What makes fiberglass a good material for front doors?

    Fiberglass front doors bring craftsmanship, flexibility and convenience to your doorstep. Exceptionally high quality and durable, Pella fiberglass front doors resist warping, dents, rot and withstand extreme weather beautifully. Maintenance and upkeep are minimal, while performance is reliable year-round.

  • Are fiberglass front doors lightweight?

    Fiberglass front doors are typically lighter than wood or steel doors of the same size. Fiberglass is nonetheless strong and weather resistant.

  • Is glass in a front door safe?

    Getting a front door with glass in it doesn't necessarily make your house more at risk than it was before. Remember, many people live in houses full of windows and glass patio doors. If privacy is a concern, you can choose a front door with less glass, obscure glass or between-the-glass blinds.

  • What is a door mullion?

    A door mullion is where two products are joined together, such as an entry door and a sidelight.

  • What is the piece at the bottom of the door called?

    The piece at the bottom of a door is called a sill. Door sills help prevent air and water from getting in your home.

  • What is the top of the doorway called?

    The top of the doorway is called the head, door header or door head.

  • How do you install a new front door?

    Proper installation is key to the safety and performance of your front door, so we recommend working with your local window and door expert. However, if you feel confident in your DIY abilities, learn about installing Pella front doors into a variety of applications.

Patio Door FAQs

  • What is a left vs. right venting sliding patio door?

    Viewing from outside the home, a right-venting sliding patio door means it will slide open from left to right, and a left-venting sliding patio door means it will slide open from right to left.

  • What is the strongest patio door material?

    Pella's fiberglass is the strongest material for patio doors.61 On average, it is 10x stronger than a leading wood/plastic composite, 9x stronger than vinyl, 5x stronger than wood and 2x stronger than aluminum as displayed in tensile and 3-point bend tests.61 Pella Impervia sliding patio doors come with hardware to help you feel safe. Multiple locking mechanisms and the Secure Vent Lock ensure added security in both the closed and venting position. For superior strength, shop Pella Impervia patio doors.

  • Where do sliding glass doors work best?

    Sliding glass doors work great in tight spaces and areas where your furniture is close to the door. Sliding patio doors, unlike hinged doors, require no additional space to operate.

  • What makes fiberglass a good material for patio doors?

    Fiberglass patio doors are extremely durable and designed to withstand extreme temperatures or climates and everyday life. Pella’s proprietary fiberglass is the strongest patio door material, delivering lasting durability.61 It resists dents, bends and breaks to help keep your door beautiful with less maintenance.

  • Are built in blinds for patio doors worth it?

    Between-the-glass blinds on patio doors increase privacy and block out light. They harbor fewer allergens and require less cleaning since they are protected from dust, damage and little hands. If it’s important to you that these concerns are addressed, then the cost of built-in blinds may be worth it.

  • What are the types of sliding glass doors?

    Pella offers two types of sliding glass doors: sliding patio doors and multi-slide patio doors. Sliding patio doors are available in 2-,3- and 4-panel configurations. Multi-slide patio doors feature expansive panels that slide open, stacking against each other or tucking away out of sight into a wall pocket.

  • Are vinyl patio doors durable?

    Yes, vinyl patio doors are easy to care for and look great for years. Pella’s unique vinyl formula is performance-tested for excellent weathering, durability and color retention. Multi-chambered frames add strength and durability while helping to prevent warping, sagging and bowing.

  • What is a new construction patio door?

    A new construction patio door is one that's installed in a new building or when all siding and trim has been removed. New construction patio doors require studs to be exposed so that the door can be attached directly to the frames.

  • How do bifold doors work?

    Bifold patio doors are made up of three or more panels that are connected with hinges on the sides to fold open and closed like an accordion. When bifold patio doors are closed, they create the look of a wall of glass, and when they’re open, they stack neatly on top of each other.

  • Can French doors be locked?

    Yes, French doors can be locked with the included hardware. Optional multi-point locks can further increase the security in your home.

  • How do French doors open?

    French doors are hinged at the side and swing open and closed. Sliding French patio doors are another option, and they open and close by sliding along a track.

  • Why do they call them French Doors?

    French doors got their name because they originated in France as a very popular door style, dating back hundreds of years. Hinged doors were created to allow more light into a room before electricity was invented.

  • What is a retractable screen on a sliding patio door?

    Retractable screens roll side to side on sliding patio doors. Self-storing, they are tucked away when not in use and eliminate seasonal screen storage. Retractable screens are available on Pella Reserve - Traditional, Pella Reserve - Contemporary, Pella Architect Series - Traditional, and Lifestyle Series patio doors.

  • What are the benefits of wood patio doors?

    Wood patio doors offer beauty, warmth and design flexibility, all while providing exceptional energy efficiency. They are also very durable and highly customizable.

  • What makes a patio door energy efficient?

    Efficient patio doors can reduce your utility bill and add comfort to your home. Glass, air infiltration and conduction impact the energy performance of a patio door. Low-emissivity (Low-E) glass is a glass coating that improves the energy efficiency of your windows and patio doors. To help prevent infiltration, proper installation and insulation are key. Multiple panes of glass and insulating gas, like argon, can help slow the effects of conduction.

  • What's the difference between French doors and sliding doors?

    French doors are hinged at the side and can either swing in or out, depending on what works best for the space. They are a traditional choice that adds an elegant feel to the home. Sliding patio doors glide open on a track, meaning they require no additional space to operate. These doors add a contemporary touch to the home. Learn more differences between hinged and sliding patio doors.

  • What is the most energy efficient sliding patio door?

    Pella offers patio doors with exceptional energy efficiency that meet or exceed ENERGY STAR® standards in all 50 states.1 Our patio doors are offered with a variety of different glass options to meet the energy efficiency needs of different regions. Therefore, the answer to this question is dependent on where you live. Please reach out to a Pella expert if you'd like more information.

  • What are the benefits of vinyl patio doors?

    Vinyl patio doors have many benefits including that they are easy to care for, energy efficient, durable, strong and budget friendly. They also offer style flexibility with the option to choose dual-color frames – and you won't need to paint or refinish Pella's vinyl patio doors.

  • Can you put new construction patio doors in an existing home?

    Typically, replacement patio doors are used in existing homes. However, if an existing home has a patio door with a damaged frame or water leakage, it would be beneficial to replace the entire opening, down to the studs, by using a new construction patio door.

  • Do both doors open on French patio doors?

    Double-hinged French patio doors have two panels that part in the middle. In some designs, both panels are operable, while in other designs, one panel is fixed and the other is operable.

  • Are French doors energy efficient?

    Yes, French doors are energy efficient. They feature an efficient door system and are made of materials that will help keep your home comfortable year-round.

  • Are French doors safe?

    Yes, French doors are safe and include locking hardware. With smart home technology, you can feel safer by monitoring when your doors are opened or unlocked.14

  • Are French doors the same as patio doors?

    Yes, French doors are a type of patio door. Hinged patio doors are commonly referred to as French patio doors, but four-panel sliding patio doors are also a type of French patio door.

Customer Support FAQs

  • What time of year is best to replace windows?

    A good time of year to replace windows is when the weather is not too hot and not too cold, ideally in the spring or early summer. This will help reduce chilly drafts from entering your home during installation. Of course, sometimes a cold-weather installation is necessary. Homeowners who replace windows in the winter usually notice an immediate difference in comfort and energy savings for the rest of the heating season. Winter installation is also beneficial since installers usually have "off season" deals and more availability in the cooler months, meaning wait times are usually less.

  • How do you measure for replacement windows?

    When it comes to measuring your windows for replacement, remember to measure the product width and height. Follow these instructions on how to measure windows and get the most accurate dimensions.

  • What are the best replacement windows?

    There are a number of factors at play when you’re shopping for replacement windows for your home. In addition to a window that enhances the beauty and energy efficiency of your home, you want a window that suits your lifestyle and your budget. As you start shopping, check out this article that helps you focus your window search and find the windows that are right for your project.

  • How long do windows last?

    It depends on the quality and type of material the window is made of, the local climate and weather events, how well the window was installed, how often the window is opened, how often maintenance is performed and more.

  • What do I need to provide to get parts under warranty?

    The warranty comes with your product when it is purchased. All you need to provide when you have a warranty issue is the serial number shown on the product, the purchase order, or the order number from your purchase. For parts, please contact customer service at 877-473-5527.

  • Why am I being charged for service for a product that is still under warranty?

    The length of coverage varies for different product components and service labor within a product warranty. The product warranties cover the cost of labor for the first two (2) years from the date your product is purchased. See written warranties for complete details including the specific labor and product component warranty periods.

  • If I install the product myself does it void the warranty?

    No, as long as Pella's installation instructions are followed your product(s) are covered by the product warranty. See our installation instructions here.

  • Am I eligible for the lifetime coverage mentioned in the limited warranty?

    Limited lifetime warranty coverage, in warranties that include this coverage, applies to the original purchaser of Pella products in an owner-occupied single-family residence. See written limited warranty for details, including exceptions and limitations, or contact Pella Customer Service at 877-473-5527.

  • If I drill into my product to install blinds, a doggy door, or a security system does it void the warranty?

    If the modifications contribute to a defect in the product, the defect would not be covered under warranty.

Contact Us

For more information or if you have any questions, please do not hesitate to contact us
Email: info@ivisionwd.com

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