Frequently Asked Questions - Buying Online

Buying Online FAQ's

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.

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.

What is your cancellation policy?

All orders placed online are tailor made for you, made to the exact measurements and specifications your home requires. See terms and conditions attached to your order for more information.

Where do I find installation instructions?

You can find our installation instructions here.

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.

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 kit. Or, hire a Pella Certified Contractor® to take care of installation for you. They are trained and certified to install Pella products.

For online orders, what is your policy for returns and products damaged during shipping?

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.

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