Shipping Policy

Shipping times may vary due due to the shipping service selected.

All of our custom windows are made to order. You can get an estimated production date on the checkout page.

We aim to make the shipping and delivery process as hassle-free as possible for our customers. Custom window systems are packed in plywood crates, using cardboard, bubble wrap and/or styrofoam as protective packaging material.

We provide curb-side residential deliveries with a liftgate service in most cases. However, depending on the custom window size, liftgate service may not be available at the time of delivery. This applies to all crates with a length that exceeds certain sizes (usually 90" wide and 90" high but may vary and this length restriction is at the sole discretion of the carrier). If this is the case, the crate will not fit on a liftgate platform and our freight broker will not be able to book a liftgate service.

You will be provided exact crate dimensions and estimated weight and you will be required to have enough manpower to assist you in bringing the crate from the truck to the ground if liftgate service is not available (We will advise you of such prior to shipping).

Shipping rates will be quoted on the checkout page.

You may pick up your order free of charge from one of our distribution centers throughout Canada, please specify on your order that you would like to pick up the windows and the location from where to be picked up.

windows over 90" inches may have to be shipped unassembled.

Shipping rates will be calculated at the checkout page

At this time, Panes Window Manufacturing ships within Canada and the United States only.

If your shipping destination is outside of our shipping zone, please contact us and we will work hard to find the most affordable shipping option for you.

Some geographic service restrictions apply. In certain remote locations, delivery will be made to the carrier's closest pick-up centre from the shipment destination. Customers will be notified when shipments are available for pick-up.

Deliveries can only be made to locations with a street address or rural route address with a postal code. We cannot deliver to a P.O. box.

Panes Window Manufacturing will ship all orders as LTL, using various freight carriers assigned by our freight broker. Carriers use their own internal tracking systems, not available to us and in most cases, LTL shipments will not have reliable tracking information. We will provide you with an ETA and a shipment status update upon your request by contacting our freight broker and requesting this information on your behalf.

Please be advised that you will always be contacted by the carrier at least 1 day prior to delivery for all delivery arrangements.

As a consignee, you are responsible for a full and thorough inspection of the crate BEFORE signing the POD (Proof of Delivery) document in the driver's presence.

If you find any damage and still decide to accept the freight, it must be very clearly stated in writing on the POD that there is damage. There is no such thing as too much detail.

DO NOT SIGN for a shipment that is damaged without noting the damage. Important: If the crate is intact, the POD is signed clear, and the driver leaves, you MUST open the crate and inspect the custom windows NO LATER THEN 24 HOURS OF ACCEPTANCE OF DELIVERY. If you discover any damage to the windows inside, you need to take high-resolution pictures and report the damage to [email protected] (Provide full details, including your order number) and report any damaged goods to the carrier within 24 hrs from delivery.

You have a right to refuse a damaged crate if it has major and visible damage. In this case, do not sign for it, do not accept it. The crate will then be returned to Panes Window Manufacturing.

Note any damage on the delivery receipt when refusing the freight.

Please take good quality pictures of the damage.

Obtain or make a copy of the delivery receipt.

If you'd prefer to pick up your order instead of having it shipped, please contact our customer service at [email protected] to arrange the pick-up.

Once the order leaves our facilities, we can no longer cancel the shipment.

Any damaged items that have been reported as outlined in this policy will be replaced and re-shipped free of charge.

The disposal of any damaged items will be your responsibility

We invest in the most effective, secure and reliable ways of shipping your products, and we are proud to be a top provider of Custom Vinyl Windows.