JELD-WEN Frequently Asked Questions

Here are some of the most commonly asked questions about window and door warranties & service, installation & maintenance, and more. We welcome your questions, but just make sure to read these first before contacting us or your authorized local dealer, in case we’ve already answered them.

To learn some commonly used window and door terms, check out our online glossary.

 

Warranties and Service  |  Installation and Maintenance  |  General Information

Warranties and Service [ Top ]

 

Q. Where can I find information about JELD-WEN warranties?

A. Downloadable, print-ready PDFs of our warranties are available here.

Q. How do I open a JELD-WEN warranty claim?

A. Go to Warranty and After Sales Service, choose Warranty Downloads & Registration, and follow the prompts. Make sure you have your order number, your dealer or builder’s name and your purchase receipt handy.

Q. What information do I need to supply in order to file a complete JELD-WEN warranty claim?

A. To efficiently process your warranty claim, we’ll ask you to provide the following details:

  • Are you a homeowner, dealer, builder or salesperson?
  • The name of the store where you purchased the product (if known).
  • If the product is or isn’t currently installed.
  • Your name, phone number, email address and country of residence.
  • Details such as an order number, product details, and anything else as prompted (original PO number, which JELD-WEN collection, Glass/Serial Number/WIN, SKU#, number of windows or doors affected, how long you’ve had the problem, etc.)—if you know them.

You may upload one or more photos of the faulty product (e.g., exterior, interior, corner of glass, hardware, etc.). Provide photos in .jpg format not larger than 1MB each.

You can make a warranty claim for more than one product at a time.

Q. If I’m making a JELD-WEN warranty claim, how will I know what’s covered?

A. Please refer to your specific product warranty for details about coverage. Find and download current JELD-WEN warranty information here.

If you’re still uncertain about coverage, contact your nearest Canadian After Sales Service representative, or fill out an online Warranty, Parts or Service Request. Please note that costs incurred during product replacement or servicing (painting, interior or exterior finishing, security system installation, etc.) are not covered under warranty.

Q. The home I just bought has JELD-WEN windows installed. Are they still under warranty?

A. Possibly. In order to determine if your JELD-WEN windows are under warranty, visit our Warranty and After Sales Service page. If you need to contact someone, please be ready with the information etched on the lower corner of your window so we can expedite your request.

Q. Where/how can I get replacement hardware, screens or parts for my JELD-WEN product?

A. To request JELD-WEN product parts, contact our National Customer Care Group online through the Warranty, Service or Parts Request page, or contact your local service centre.

Q. If I buy my JELD-WEN windows in the US, do I still have a warranty?

A. Yes, JELD-WEN windows purchased in the United States are covered by warranty. All service claims for Canada, including products purchased in the US, will be processed by our National Customer Care Group when you fill out the Warranty, Service or Parts Request form.

Q. Is there anything I should do before I contact someone about doing warranty work?

A. Yes. A common cause of product malfunction is improper installation. Make sure your problem is not a result of inadequate installation. JELD-WEN warranties do not honour improperly installed windows or doors, so have your windows and doors professionally installed to avoid problems. Read more dos and don’ts on our website about window installation and maintenance.

Q. Who should I contact for general after sales service, and how?

A. Use our JELD-WEN dealer locator to reach a local service centre representative by phone or to find their location on a map. If your query can’t be resolved at a local level, contact a regional After Sales Service associate by phone, fax or email or go through our National Customer Care Group by filling out our Warranty, Service or Parts Request form.

 

Installation and Maintenance [ Top ]

 

Q. How do I install my new window or door?

A. We recommend that you install your JELD-WEN windows and doors using a professional installer, to ensure years of worry-free use and comfort. If you want to install a window or door yourself, the JELD-WEN Video Hub has resources that demonstrate proper installation techniques, but keep in mind a DIY installation may risk voiding your JELD-WEN warranty.

Q. Can I paint my white vinyl window?

A. No. We use a specially engineered paint that gives you maximum durability and years of worry-free maintenance. However, each JELD-WEN product line features a number of exterior and full-frame colours so you can personalize windows to your specifications. Be aware that if you paint a vinyl JELD-WEN window, you risk voiding your warranty.

Q. How do I measure for replacement windows?

A. For a full home window replacement, we recommend that you seek professional assistance and schedule a proper site measure. However, to get a rough size estimate use the following method.

Measuring windows diagram

To fully replace existing windows, you’ll need both inside and outside measurements. From the inside, remove the casing and measure the width and height from the outside (edge) of the window frame, 6” from the corners and at the centre. This is your outside measurement of window frame (OSM frame).

From the outside, measure the width (brickmould to brickmould) and height (brickmould to sill) of the outside of the windows, 6” from the corners and at the centre. This is your outside measurement with brickmould (OSM brickmould).

Watch the video How to Measure for a Replacement Window.

Q. How do I measure for replacement doors?

A. To ensure proper installation and use, we recommend you seek the advice of a professional. However, you can use the following method to obtain a rough size estimate:

  • Remove the interior casing and measure the width, then height, of the existing door frame.
  • Measure the door slab.
  • Measure the thickness of the wall to determine the jamb width needed.

Determine the door swing you’ll need (e.g., in-swing or out-swing, left or right). Door swing refers to the direction the door swings, based on the location of the hinges as viewed from the outside.

Q. What causes condensation, and what can I do about it?

A. Condensation results from moisture in the air that appears on a surface that is cooler on one side than the other. This can happen on the outside of a cold beverage glass on a hot day, or on the inside of your window on a cold day. Causes vary, but the most common cause is a temperature differential within a humid environment. A well-sealed home with limited natural ventilation can also increase humidity and cause condensation. So will activities like showering, cooking and doing laundry.

To minimize moisture in the air, you can open your windows a crack or turn on your bathroom fan during a shower. Make sure to vent your dryer outside, not inside. If you want to invest in resolving a moist air problem, consider using a dehumidifier or installing an air exchanger or a heat recovery ventilator (HRV). A good, long-term investment is to invest in high R-value, sealed windows such as dualpane or tripane windows with argon gas.

Q. What causes a drafty window, and how can I fix it?

A. Drafty windows, or air infiltration, can result from a number of factors: old windows, faulty caulking, cracked weather stripping, improper flashing, a warped window frame or improper installation. Temporary fixes include using a “draft snake” (cloth tube filled with dried rice or beans) along the window sill, or applying self-adhesive foam weather stripping, caulking or foam (choose the foam carefully). Proper caulking and flashing should stop air leakage around the window’s perimeter.

If improper installation is the culprit, you may need to remove and re-install or even replace the window unit. If the problem is with the construction or design of the window itself, you’ll need to consider replacing the unit. Sometimes cold air flows into the room from the surface of a window. In that case, you may need to choose windows that are appropriate (energy efficient) for your climate, such as sealed dualpane or tripane insulated glazing units.

Q. Why does window glass crack?

A. Window glass can crack because of mechanical force or thermal force. Mechanical forces include wind or flexing of the window frame due to nearby construction or other environmental factors. Thermal stress may result in window cracks when various parts of the glass expand at different rates. When the stress of expansion overcomes the strength of the glass, a crack forms. Just as when you pour cold water into a hot baking dish and it cracks, extreme cold on a window’s surface may lead to stress cracks, particularly if the window is large and a single pane (i.e., not insulated).

Stress cracks happen most frequently on large windows that are beneath an overhang or recessed in an outward protruding room. Shadow lines create stress factors because sunny, hot areas of glass may expand while shaded, cool areas of the same glass may contract. Dramatic changes in temperature (such as overnight) can also cause stress cracks in windows. Pay attention to where there’s shade on glass, especially on south-facing windows, and consider awnings or insulating glazing options to reduce the potential for cracking.

Q. What is a seal failure?

A. A window seal has usually failed when you see fogging, hazing or the presence of moisture between panes of glass. Sealed units such as dualpane or tripane windows are meant to remain impregnable. But sometimes seals fail, like when a painter uses a heat gun or a homeowner uses a pressure washer too near a window. Old windows are the most common reason for seal failure.

First, determine if you have a failed seal. Clean the inside and outside surfaces of your window to make sure you’re not looking at external moisture on the window. Also make sure the glass itself isn’t scratched or hazed because of an imperfection in the glass. Once you’ve confirmed the moisture is between the panes, you have several options:

  • You can call a glazier (glass specialist) to fix just the glass part of your window.
  • You can try to fix only the seal by calling in a specialist who can install a valve and seal and then expel accumulated condensation until the inside space is dry.
  • If you live in a mild climate, can may choose to do nothing, since a failed window seal will have little impact on your heating or cooling bills.
  • Sometimes the only option is to replace the faulty window, depending on the age of your window and the type and seriousness of the seal failure.

 

General Information [ Top ]

 

Q. Are the JELD-WEN windows and doors I see in the US the same as at my local Canadian retailer?

A. Not necessarily. Windows sold in the United States are built in the United States to meet the required regional demands. Products sold in Canada are built to Canadian specifications. Please check with your local retailer to find out more.

Q. What is an egress window?

A. An egress window is a window that’s large enough for entry or exit and is intended to provide an emergency entrance or exit, usually in a basement and surrounded by a window well. Egress windows and wells must meet specific safety requirements.

Q. How can I know if my window meets egress?

A. Each window style has a minimum required measurement in order to meet egress. Certain styles, such as awning windows, cannot be placed in bedrooms without a secondary exit, because the operating arm does not allow for a large enough opening for a human exit, in case of fire. The minimum size required varies greatly between window styles, so it’s best to seek the advice of your locally trained JELD-WEN dealer.

Q. What is Low-E glass?

A. Low-emissivity (or Low-E) glass is window glass that has been coated with a low-emittance material designed to reduce the ultraviolet factor (u-factor) through absorption or reflection of solar radiation. Low-E glass repels ultraviolet rays that cause heat during summer months and absorbs rays to let in heat during winter. This can help lower energy bills significantly, year round.

Q. What is argon gas?

A. Argon gas is an inexpensive, odourless, non-toxic gas that’s injected between panes of sealed glass to increase a window’s insulation and sound proofing. Argon gas increases the R-value of the window or door, minimizes heat exchange through the window, and reduces the possibility of condensation and frost in cold or humid climates. Unlike oxygen, argon won’t corrode window materials. The best spacing between panes of glass for argon is 1/2”.

Q. Can I order a custom-size window?

A. Yes. All of our exterior windows and doors are made to order. Your local authorized JELD-WEN dealer has all the information you need to order built-to-size windows.

Q. Does JELD-WEN have any standard size inventory?

A. We mostly manufacture on a made-to-order basis. However, your local retailer may have windows in stock. Check with your local dealer for shelf product availability.

Q. Can I provide sizes to JELD-WEN and get a price?

A. Yes! JELD-WEN is proud to partner with our dealers and serve customers at a local level. To obtain quoting and sizing information, please contact your local JELD-WEN dealer.

 



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