Frequently Asked Questions - Customer Support

Customer Support FAQ's

Are new windows more likely to crack?

Stress cracks can sometimes appear in newly installed windows, but they are not necessarily related to the age or quality of the window itself. According to Pella engineers, stress cracks are often influenced as much by the architectural design and shading conditions of the home as by the glass in the window. Changes in sunlight exposure, temperature fluctuations and shading patterns can all contribute to thermal stress on the glass over time.

Can a stress crack in a window be repaired?

In some cases, a stress crack may be temporarily repaired using a glass repair solution designed to help limit the spread of the crack. However, because stress cracks are caused by ongoing expansion and contraction in the glass, the crack may continue to grow over time. Depending on the size, location and severity of the damage, replacing the glass or the entire window may be the best long-term solution.

Why did my window crack on its own?

Windows that crack without an obvious impact are often experiencing thermal stress cracks. These cracks develop when different areas of the glass heat up or cool down at uneven rates, causing the glass to expand and contract unevenly. This most commonly occurs when one portion of the window is exposed to direct sunlight while another remains shaded. Rapid seasonal temperature swings, large panes of glass and partial shading from trees or roof overhangs are some of the most common causes.

Does upgrading window material increase home value?

Window replacement projects can contribute positively to resale value, particularly when they improve energy efficiency, curb appeal and overall home condition. According to the Remodeling 2020 Cost vs. Value Report, new vinyl windows can return homeowners more than 73% of the project cost at resale.*

Beyond material selection alone, buyers often respond to the overall condition and performance of the windows. If a home’s windows appear near the end of their lifespan, it may influence perceived value during a sale. Upgrading window materials can play a role in strengthening that perception, especially when the improvement aligns with the home’s architecture and the expectations of buyers in your market.

Is fiberglass worth the extra cost?

Fiberglass often appeals to homeowners seeking added durability and dimensional stability, particularly in climates with wide temperature swings. Whether it’s worth the cost depends on performance priorities and long-term expectations.

What adds the most to window replacement cost?

While every home is unique, the most significant drivers of project cost typically include the choice of premium frame materials, the complexity of a full-frame installation compared to an insert and the selection of specialized glass or custom-shaped units. Additionally, addressing unforeseen structural issues, such as frame rot or water damage discovered during the removal process, can also influence the final investment.

Does replacing more windows reduce cost per window?

Generally, yes. Larger projects allow for better labor efficiency and streamlined logistics, which may make the project more cost-effective on a per-unit basis.

Can I replace windows in phases?

Yes. Phasing a project is a common way to manage budget flexibility while still addressing your home's most immediate needs.

How long do replacement windows last?

Lifespan varies by material, installation quality and environmental exposure. Proper installation plays a key role in long-term performance.

Does full-frame replacement cost more?

Yes. Full-frame replacement generally costs more due to additional labor and materials.

Why do window quotes vary so much?

Quotes reflect differences in materials, window sizes, installation methods, regional labor rates and project complexity.

Is the Pella Promise available exclusively through in-home consultation?

Yes, the Pella Promise requires help from a Pella expert to ensure the right product for you and to set up your no mess, no guess installation day.

How long does it take to install windows?

Depending on the type of installation (pocket replacement or full-frame replacement), it can take anywhere from a few hours to two days for a professional to install a window. This estimate assumes that the conditions of the project are ideal and no unexpected issues arise. It usually takes longer for homeowners who choose to install windows themselves.

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. To get accurate pricing for your unique project, schedule an in-home appointment with a local Pella expert.

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 are replacement windows installed?

There are two types of methods for installing replacement windows. The complexity of your window renovation project will determine which method is right for you. Pocket installation is the easiest route. This type of installation is used when you are replacing the same type or size of the window. If you’re doing a more complex upgrade to your existing windows, you’ll have to look into full-frame installation. As far as who does the installation? You can work directly with one of our distributor installers who are versed in all things Pella windows or look into hiring an independent contractor locally.

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.

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.

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 happens if my product is damaged or missing parts?

Reach out to your local service and parts team. Go to pella.com and enter zip code for a listing of service departments.

What are the benefits of replacing my windows?

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

How long does the replacement process take?

From the time you choose your local Pella Showroom for your replacement project, it typically takes 6-8 weeks for us to build the windows and doors specifically for your home. Your Pella sales representative will work with you to schedule an installation date and time that's convenient for you. Installation time varies depending on the size of your project but can frequently be done in as little as a day.

How do I know I can trust the salesperson and installers?

Members of your Pella Showroom team – including your in-home representative and installation professionals – will wear their Pella identification. We'll respect your time and your home and give you the information you need to make the best decision for your project.

Does product purchased from Lowe's have the same warranty as a product purchased from a Pella store?

Yes, it is the same product and has the same warranty.

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.

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.

How long after I receive the product do I have to install it for it to be under warranty?

Pella does not have a time limit on this; however, we do recommend you install your product as soon as possible to avoid storage damage. Pella is not responsible for damage from improper storage.

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.

How do I identify a thermal stress crack?

Thermal stress cracks are often identifiable because they begin at the edge of the glass and extend inward at a perpendicular angle. According to Pella customer support representative Faye Howard, the crack will typically run straight from the glass edge for about a half-inch before it may begin to spider in other directions. In some cases, cladding or trim may make the edge of the glass difficult to see.

What are the three types of window cracks?

Pella engineers recognize three general types of window cracks: thermal stress cracks, impact cracks and pressure cracks. Thermal stress cracks typically begin at the edge of the glass and form at a perpendicular angle due to sudden temperature swings or shading changes. Impact cracks create a starburst pattern that radiates outward from a central point after the glass is struck. Pressure cracks resemble the curve of an hourglass and can occur in insulating glass windows when there are significant elevation differences or drastic pressure changes in the weather.

Is vinyl always the cheapest window material?

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