FAQs

• GENERAL

• INSTALLATION

• DELIVERY

• WATER & WIND RATINGS

• ENERGY

• CERTIFICATION & COMPLIANCE

• MAINTENANCE

• WARRANTY

GENERAL

HOW DO I PLACE AN ORDER?

Step 1 - Select the type of product you require.

Step 2 - Select the size of that particular product that you require.

Step 3 - Select the all options that are available for that product such as screens, colour, glass, handing, reveals, etc. When selecting the items and their different options a price will appear immediately for you.

Step 4 - If you are happy with an items price and wish to purchase click the ‘add to cart’ button to add it to your shopping cart.

Step 5 - Once you have added all of your required items to the cart, click the ‘shopping cart’ tab on top right of your screen to view your order. Ensure that all items, sizes and options are as you require them to be.

Step 6 - Select your delivery option. To calculate your shipping first enter your postcode. A price will appear for delivery to your area or for pick-up. Select which you would prefer and click ‘apply shipping’.

Step 7 - Once you are completely happy with your shopping cart click the ‘checkout’ tab on the far bottom right of your screen and follow the prompts to complete your purchase.

Step 8 – You will receive an order confirmation via email. Please check your junk folders if you do not receive.

Step 9 – Once your order has been accepted and processed on our end, you will receive a confirmation email from our Support Team which will advise you of an approximate completion date.

Step 10 – Once your order has been completed you will receive a call or email notifying you that your order is ready for collection or delivery.

WHAT AREAS DO YOU SERVICE?

We are based on the Sunshine Coast and only offer delivery within Southeast Queensland, from Gladstone to the Gold Coast.

CAN I CHANGE MY ORDER?

There is a very small window of opportunity for changes, however this cannot be guaranteed or quantified. As our system is completely automated and optimised to complete your order in the shortest possible time, products begin the manufacturing process almost immediately. In the exceptional situation where a change is possible, we charge an $80.00 (ex GST) Administration Fee for processing the change. 

Please take the time to review all of the items in your cart and confirm the colour, size and options are to your requirements. 

Online Windows accepts NO responsibility if customers do not fully understand the information detailed in the order and it is the responsibility of the client to confirm that all details are correct before ordering. 

IS THERE AN OPTION FOR PICK-UP?

If you fall outside of our delivery area there is an option for collection from our Factory in Coolum Beach. You can make this selection at checkout. A handling fee will be charged for this option.
Whilst Online Windows will assist in carrying and loading to your vehicle, we do not pack orders or dismantle for pickup. Online Windows accept no responsibility for items once they have left the factory. 
You are responsible for ensuring the order is packed and loaded suitably. The transport of loads that are too heavy, wide or long on an unsuitable vehicle can be dangerous and in breach of the law. Online Windows reserves the right to refuse loading if the vehicle is considered inappropriate for the load.
You will be asked to sign a delivery docket which will state that you have received the items without damage and that they are in complete perfect condition. 

CANCELLATION POLICY

Once an order has been placed the products begin the manufacturing process almost immediately, therefore we do not allow cancellations.

There may be a very small window of opportunity where your order is caught early enough, however this cannot be guaranteed or quantified, and would need to be confirmed with our Support Team via email. In the exceptional circumstance a cancellation is possible, we charge an $80.00 (ex GST) Administration Fee for processing the cancellation.

WHAT IS YOUR RETURNS POLICY?

We do not offer returns due to change of mind or incorrect ordering.
It is the responsibility of the customer to confirm all details of the items they are about to purchase. Please take the time to review all of the items in your shopping cart and confirm that colour, size, handing and other options are to your requirements. Online Windows accepts NO responsibility if customers do not fully understand the information that has been detailed on the website. Once the order is placed all details are final and cannot be changed from this point forward.

HOW CAN I CONTACT YOU?

Most of the information you need should be located on our website. For any other questions you may have, please email us on [email protected] and our team will respond to you as soon as possible. We do not have a phone number or call team.
Please note: We are an online only supplier, we do not do quotes or have estimators.

CAN I ORDER DIFFERENT SIZES, COLOURS, OR GLASS OTHER THAN WHAT IS ON YOUR WEBSITE?

No, we are unable to customise orders.
All of the Online Windows products that are available for purchase, and the options (screens, colour, glass, reveals, etc) are displayed with prices on our website. 

WHAT TYPE OF SCREENS DO YOU PROVIDE?

We only offer fibre mesh screens as an option. If you would like aluminium or security screens, you would need to place the order with screens to allow for the screen track to be fitted during fabrication, and your order will come completed with the fibre mesh screens. Once you have received your order, you will then need to arrange a local screens supplier to have these replaced and security screens fitted.

INSTALLATION INSTRUCTIONS

Please find guides for the correct installation of our products. Please ensure that you read these installation guides before installing your new products. This will help to prevent water intrusion and ensure that your items drain and operate correctly for many years to come. Items must be installed as they are displayed on the website, they cannot be installed upside down or on the side.

Please note: The below are guides only. Online Windows is not responsible for the installation of products supplied. It is your responsibility to understand the information in the guides and ensure installation is performed correctly. Online Windows is not liable for any damage or injury as a result of incorrect or poor installation. We recommend seeking assistance from a skilled builder.

• General Window Installation Guide

• General Door Installation Guide  

DO YOU OFFER INSTALLATION?

No, we are an online only supply company. We do not provide installation or servicing.

PRODUCT INFORMATION SHEETS

Please see below product information sheets for all the products offered by Online Windows

WINDOWS

• Awning Windows - 516
• Double-Hung Windows - 514
• Sliding Windows - 504
• Louvre Windows - 525
• Fixed Windows - 516

DOORS

• Bi-Fold Doors - 548
• Hinged Doors - 548
• Sliding Doors - 541
• Stacking Doors - 542

What Is A Reveal?

A reveal is a timber member that is attached to the frame of a window or door which protudes from the frame to the internal lining of the wall and covers any wall cavity. Reveals come in different sizes dependant upon what the construction is of the dwelling. Generally, the table below will tell you the reveal size required for the construction of your project. This only a general guide line, and care should be taken to determine the correct reveal size for your individual requirements. All our reveals are 18mm thick pre primed pine.

DELIVERY INFORMATION

IMPORTANT SERVICE AREA INFORMATION

We are based on the Sunshine Coast and only offer delivery within Southeast Queensland, from Gladstone to the Gold Coast.

To check if we deliver to your area and the cost for this service, add items to your cart and select “View Cart”, under “Estimate Shipping and Taxes” enter your postcode. If you receive a message "Enter a valid postcode", then you are unfortunately outside our delivery area. 

If you fall outside of our delivery area there is an option for collection from our Factory in Coolum Beach. You can make this selection at checkout. A handling fee of $55 will be charged for this option. This can be a convenient and cheaper option for our customers, if your order is small enough and you have an appropriate vehicle in which to make safe collection. Please ensure you understand our guidelines for order collections outlined below under “How do I Pick-Up my Order?”

HOW TO PREPARE FOR YOUR DELIVERY

Prior to the delivery, please make sure there is adequate access and space to complete the delivery, considering driveways, vehicles, animals etc.

WHO NEEDS TO SIGN FOR MY DELIVERY & RESPONSIBILITIES

Either you or a representative, that is 18 years of age or older, must be present to receive the order. An Online Windows team member will call you to arrange delivery and advise a delivery window. If no one is present to receive the delivery, and there was no communication or direction from you regarding this, the order will be stored in a safe area at the delivery address specified. This safe area will be at the delivery driver’s discretion. 

This agreement is with you the Customer and Online Windows. Online Windows will not be held responsible if you are not present at the time of delivery or authorise a representative to accept, receive and sign the handover of items without the notations of visible defects of packaging, damaged items, or missing merchandise. 

Our drivers will ask for you to sign a delivery docket to indicate your delivery has been received. You must examine your order and check that the goods delivered match your sales order.  You must inspect your order to ensure that they are in good order & condition,  checking for visible signs of damaged glass or aluminium, dents, scratches or missing or incorrect pieces. Please ensure that you check over all items to ensure they are to your satisfaction before signing the delivery docket. A signed delivery docket, without notations of missing, damaged or incorrect item(s) represents your acceptance of the complete order in perfect condition. Please be sure to sign the delivery docket in the presence of the Online Windows representative. Any damage or missing parts must also be reported to Online Windows in writing, within 3 days of acceptance of the order.

HOW DO I PICK-UP MY ORDER?

We will email you once your order is ready for collection.
Our pickup address is 14-16 Link Crescent, Coolum Beach.
You can pick-up Monday-Thursday 7am-3pm or Friday 7am-12:30pm.

Whilst Online Windows will assist in carrying and loading to your vehicle, we do not pack orders or dismantle for pickup. Each item is fully completed when it leaves our factory, creating less hassle for you at home. The components of each item will be supplied fixed to each individual item, ready for loading. Online Windows will not un-assemble your order so it fits on your chosen mode of transport. Please be mindful of this when choosing a suitable vehicle for transport. 

Our factory team will assist you in getting your order from the factory to your vehicle. Online Windows is not liable for any for injury or damage to you, your vehicle, your order, or others arising from the loading or transport of items that you pick up. Due to OH&S requirements, our factory staff cannot assist you in lifting your goods onto your transport, or any strapping required during pick up.  Please therefore ensure you bring someone to help you. You are not permitted to enter the factory at any time. 

Please ensure that you have adequate transport (preferably a ute, truck and or trailer) that can easily fit all of your order. You will need to bring adequate wrapping, blankets, straps or materials to transport your order safely. Once the order is loaded, ensure it is strapped down adequately and safely.

You are responsible for ensuring the order is packed and loaded suitably. The transport of loads that are too heavy, wide or long on an unsuitable vehicle can be dangerous and in breach of the law. Online Windows reserves the right to refuse loading if the vehicle is considered inappropriate for the load.

Your will be asked to sign a delivery docket prior to loading, which will state you have received the items without damage and that they are in complete perfect condition. You must examine your order and check that the goods collected match your sales order.  You must inspect your order to ensure that they are in good order & condition, checking for visible signs of damaged glass or aluminium, dents, scratches or missing or incorrect pieces. Please ensure that you check over all items to ensure they are to your satisfaction before signing the delivery docket. A signed delivery docket, without notations of missing, damaged or incorrect item(s) represents your acceptance of the complete order in perfect condition. Please be sure to sign the delivery docket in the presence of the Online Windows representative. Any damage or missing parts must also be reported to Online Windows in writing, within 3 days of acceptance of the order.

TIPS:
• Ensure that you have adequate transport (preferably a ute, truck and or trailer).
• Bring someone to help you lift your items onto your ute, truck and or trailer.
• Bring some old blankets, cardboard packing and/or wrapping to help to prevent damage during transport, also bring enough ties or ropes to securely fasten your order onto your ute, truck and/or trailer.
• Keep in mind all windows and doors are supplied as a completed item.
• Please remember that all loads must be tied down securely.
• You must not overload your vehicle or oversize the load.
• You must exit the factory premises through the nominated exit point. Any damage caused to the warehouse will be at your own expense.

WIND AND WATER RATINGS

All the windows and doors supplied by Online Windows have been tested to a design wind pressure (DWP) of 1000pa (unless noted) or Category N3, Online Windows can, upon request, provide you with a Form 15 which states what your items are rated to.

ENERGY

Energy ratings depend upon the style of window that is chosen and the type of glass selected. For energy data on our windows and doors please go to the Windows Energy Rating Scheme (WERS) website here. 

Please note: the table below shows the window/door type relation to the energy data.

CERTIFICATION & COMPLIANCE

A Form 15  “Compliance certificate for building design or specification” can be provided upon request. Simply email your request, including your order number, to [email protected].

MAINTENANCE

FREQUENCY OF CLEANING 

Cleaning frequency required for glass, aluminium and screens is dependent on the severity of the environment. The following time periods represent a guide only.

Rural Environments - In rural areas where normally there is very little contaminated moisture the maximum period between cleaning should never be more than six (6) months.

Urban Environments - In urban areas > 5km from salt water, where normally there is little contaminated moisture the maximum period between cleaning should never be more than six (6) months.

Coastal / Pool / Industrial Environments – Environments < 5km from salt water or industrial environments, as well as properties with pools, more frequent cleaning is necessary with the maximum period between cleaning being no more than three (3) months.

Extreme Conditions – Environments < 200m from salt water or industrial environments are under the worst conditions involving heavy grime deposition and atmospheric pollution (e.g. sulphur compounds or salts). Monthly cleaning is required if deterioration is to be prevented.

ALUMINIUM AND METAL PRODUCTS

To preserve the powder coated finish on your aluminium windows and doors, regular cleaning is required. Deterioration of the coating occurs mainly as a result of grime deposition and attack by contaminated moisture which in coastal and pool environments contains salt and sulphur compounds.

Such grime and contamination absorbs moisture like a sponge and holds it against the powder coated surfaces where the contaminants can attack and damage the coating which cannot be restored.

The cleaning of powder coated material should be performed using hand-cleaning and rinsing techniques. This should be achieved by using warm water and soap/detergent.
Keep water free from dirt and grit and ensure that the weep slots in the window and door tracks are clear to allow maximum drainage. 

Do not under any circumstances use an abrasive cleaning agent as this will severely damage the surface of the material. 

Thoroughly rinse off any detergent with clean water. 

Dry preferably with a chamois, alternatively with a soft cloth. The cleaning of the product should be performed at a time that will allow the aluminium to dry quickly, preferably early in the morning.

Do not use;
• Abrasive materials, tools or anything that that may scratch
• Strong acids or alkaline substances or other materials which can cause corrosion.
• Strong solvents including; thinners, petrol, diesel, turps or kerosene.
• Degreasers, pesticides, brand name lubricants or agents of unknown composition
• Oven cleaners or other harmful agents
• Agents on surfaces that are warmer than 25°C during cleaning
• On significant areas, agents/methods that have not been successfully used before
• Do not allow build up against the finish of; debris, agents or moisture, to reside for any extended period of time or allow immersion in soil, water or concrete.

GLASS

Glass products must be properly cleaning during both construction activities and as part of routine maintenance in order to maintain visual and aesthetic clarity. Improper cleaning can permanently damage the surface of glazing products. 

Cleaning of the glass should begin at the top of the structure and continue down towards lower levels to minimize the probability of leaving cleaning residues on the lower levels. 

The glass should only be cleaned when cool to touch and should never be cleaned while in direct sunlight.

Recommended general cleaning products:
• A solution of 1 part vinegar to 10 parts clean water
• A solution of 1 part isopropyl alcohol to 1 part clean water

Completely drench the glass with clean water to loosen any residues, deposits or dirt. Spray one of the recommended cleaning products (mentioned below) onto the glass surface.

Immediately remove the cleaning solution with a lint free cloth. Any stubborn dirt should be lightly sponged off, being careful not to scratch the glass. Ensure that all cleaning cloths are free of any abrasive substances. 
All traces of water and cleaning solution must be removed from the glass, window frames and from any sealant or gaskets present. Failure to remove any residue may cause these components to deteriorate as a direct consequence.

Avoid causing extreme temperature changes as this may lead to thermal fracture of the glass (do not direct hot or cold water onto glass).

HARDWARE

Regular maintenance is required for all hardware, even stainless steel, as they are moving parts. Hangers, pivots, brackets and the internal workings of locks, handles and catches, etc should be kept in good working order by giving them a light spray of a corrosion preventative (such as CRC Marine 66, Innox or WD40) followed by a light wipe with a dry cloth to remove excess. 

Exposed surfaces should first be wiped down with warm soapy water and a soft rag, and then rinsed clean before applying preventative. Visible surfaces of hinges should be wiped down with warm soapy water on a soft rag and then rinsed off by wiping with a clean damp rag. 

Application of a thin film of light machine oil or one of the corrosion preventative sprays mentioned above will help to maintain the original lustre of the metal finish. 

 
When maintaining either internal or external hardware, ensure that all finished surfaces (eg. timber, aluminium etc.) in close proximity are well protected from exposure to any cleaning or lubricating agents. All tracks and sills must be kept clear of dirt, debris and other matter which can cause damage to, and restrict the proper functioning of rollers, guides and dropbolts.

WARRANTY

6 YEAR WARRANTY

Online Windows guarantees its products against defects arising from faulty workmanship or materials for six (6) years from the date of receipt, subject to the conditions and limitations below.

For the purpose of this warranty “the product” can mean a window or door ordinarily manufactured and sold by Online Windows.