Shipping and Returns
Need to return a part ordered online and shipped by Pella?
Here's what to do before you order, and how to identify the replacement part you need.
Shipping and Returns Policies
Pella accepts and ships to the United States and Canada. Orders are shipped by FedEx or by another Pella preferred shipping service. Delivery dates cannot be guaranteed. Please allow for transit time after your order has been placed.
Products falling under hazardous material (hazmat) like paint and adhesives can only be shipped via ground service. These products may be shipped separately from other items on your order.
If your Pella windows or doors are under warranty, please contact our customer service center or your local sales branch. Warranty parts cannot be ordered through our online parts store.
The Pella Corporation team is committed to providing an exceptional customer experience and wants you to be completely satisfied with your parts purchase. Refunds are given within 45 days of the original purchase date.
You can also find your order number under My Account on the Online Parts Store. Please include the order number from your emailed receipt for all correspondence and communications regarding your parts.
You may return a part purchased online or request a refund through either of the following methods:
- You will receive an email with confirmation of your refund or instructions on how to return your part. If you have inadvertently received an incorrect part, please fill in the correct part number on the return form, including a photo of the part you wish to replace is helpful. A customer service agent will contact you if needed.
- Or you may contact us at 877-473-5527 and we will assist you with your online part return.
If Pella mistakenly sends you the wrong part you can return it in the same quality as it was received and we will ship the correct part at no cost to you, or credit your credit card for the price of the part and any applicable sales tax.
A 25% restocking fee will be charged if you decide to order a different part and return the original to us.
The original shipping charges incurred on your purchase are not refundable as part of your return or exchange.
Product Damaged in Shipping
If your online parts purchase was damaged during shipping, please contact Pella Customer Service at 877-473-5527. We will work with the shipping company to send you a new part.
Cancelling Your Order
We are not able to cancel your order online, please fill out the form to begin your refund process