The window industry is very complicated. Consider the reality that the windows you have in your home are not the only model of window ever made! The brands and models we have replicated are representative of over 40 years of window manufacturing. It is imperative we perform our due diligence to get every detail correct. The more detailed information you can provide us, the better equipped we will be to support you in your window needs. The following are a few tips to get you started.

First, did you search the sash profile catalog and product categories to see what we have available? We have merely a fraction of the 100’s of possible makes and models produced over the last 40 years. Just knowing the brand, maybe narrows it down to eight or ten. We need you to tell us, if we have what you need.

Second, are you having trouble understanding what information we need? We have added chat bots and check lists to our site to better assist you in navigating our website, along with helpful articles and conversations in our blog with folks having the same window issues as you. In the end, there is simply no way around the technical information we MUST have in order to produce a product. You may want to get a professional involved to help you if you are still having trouble.

Third, do you find yourself asking, "what's next"? Our easy 4 step process shown right on our home page walks you through our whole process.

Fourth, are you unsure about what you are getting? We get so many questions about sash specification. YES! Sashes come with weatherstripping on them. The specifications of every sash product along with detailed explanations are prominently displayed on each product page. Please take some time to review this information before contacting us with simple questions that have already been answered for you.

Finally, maybe we just don't have it! So much of our customer service energy goes to customers asking about something we don't sell. Quite frankly, if you can't find it on the website, it's not there. What is displayed on the site, is all we have available. Our most common "not for sale" items; We don't sell screens, we don't sell wood grills, we don't sell replacement glass, we don't sell incredibly specific little plastic parts, and most of our components are not brand specific. Cladding and weatherstripping for example is very universal in nature. We do not carry any original OEM parts from the manufacturer.

Fenster is online retail only. We do not have dealers or representatives based around the country. Our manufacturing facility in Indianapolis is not a retail store. We appreciate the fact you found us online. Please stay there to make your purchase. We must insist you use the website forms and catalogs to determine your correct product and submit information. We do not accept phone or fax orders.

1. Research one of three product categories to determine the best product for your needs.
2. Use the sash profile catalog link to determine which sash profile matches your window. Knowing the brand isn’t enough. We have several versions of each.
3. Complete the provided form and a Fenster representative will respond via email with an order confirmation or additional questions.
4. Upon your approval of the order, you will receive an invoice with online payment instructions via email within three business days.
5. General sash pricing is listed on each product page prior to accessing the order form. Quotes provided via a submitted online form are good for 10 business days. Your invoice will verify the final order total. Your order will not go into production until full payment is received.
6. Typical lead time is 4-6 weeks. Orders with tempered glass or SDL grills can be up to 8 weeks. Final delivery date will be determined by your location and our truck routes to your area of the country.

Commonly asked questions are typically answered within website content, namely on 1 of 3 product pages explaining the details of each product and how to order them. Phone orders and quotes will not be accepted. An order request form is required. Can we just be bluntly honest? While we maintain a strong commitment to customer service, there are only so many hours in the day. Our customer service energy is reserved for customers that follow our 4 step ordering process, and use our website to its full potential. Our customer service representatives serve as "website guides" not window experts. General calls and emails will typically get re-directed to a location on the website to find the information you seek. If you choose to call or email with questions regarding plainly obvious information easily found on our website, that call probably will not get returned. Additionally, a significant portion of our customer service efforts are spent on questions regarding products we don't sell. Simply put, if you can't find it on the website, it's not there. There's no need to inquire about it. We recommend our internet partner, Google for those items.