FAQ
Straight answers on showroom visits, lead times, shipping, returns, and how we work with homeowners and trade partners across Arizona.
- Where is Sashway located?
- Sashway Windows & Doors is based in the Phoenix metro and serves Scottsdale, Greater Phoenix, and Arizona first. Showroom consultations are appointment-first so a specialist can review your project without rush. Use Contact or call us to schedule.
- Do I need an appointment to visit the showroom?
- Yes. Showroom visits are scheduled ahead of time. That lets us pull samples, hardware, and finishes relevant to your openings and give you focused time with a specialist. Walk-in hours may be posted on the Showroom page when available.
- Do you ship outside Arizona?
- We prioritize Scottsdale and Greater Phoenix logistics, but Sashway sells product nationwide as a supplier of materials. Freight, lead time, and availability depend on the product and destination. Your quote or checkout confirmation states what applies to your order.
- How quickly can standard-sized products ship?
- Standard openings typically ship inside 48 hours once paid. This is an estimate, not a guaranteed delivery date. Custom and made-to-order configurations follow separate factory timelines.
- How long do custom orders take?
- Custom orders are estimated at about 10 to 14 weeks from purchase. Delivery dates are not guaranteed. Production schedules, transportation, and customs can shift timing. Sashway does not guarantee a ship date or delivery date.
- Do you install windows and doors?
- Unless a separate written contract says otherwise, the price covers the product only—not installation, permits, engineering, flashing, or haul-away. Many customers work with their own installer or contractor. We can discuss scope on a quote or contact form.
- Who is responsible for measurements?
- You are responsible for measurements you supply. Orders are built to the sizes on your quote, invoice, or checkout confirmation. If you are unsure about rough openings or specifications, tell us on the contact form and include photos or plan sets.
- How do quotes, invoices, and website checkout relate?
- A quote or invoice from our team is the controlling document for sizes, options, and price. Website descriptions, photos, and chat replies are general information. When you pay a quote, invoice, or checkout total, you accept our Terms & Conditions of Sale for that order.
- How do I report shipping damage, defects, or missing items?
- Send written notice within fifteen (15) calendar days of delivery to billing@sashway.com. Include your invoice or order number, a description of the issue, and photographs. Note visible damage on the carrier delivery receipt before the driver leaves. Late reports may be treated as acceptance of the delivery as complete for shipping damage, visible defects, and shortages.
- Can I return a standard item?
- Standard items may be returned only if Sashway authorizes the return in writing. An accepted return within thirty (30) days of delivery has no restocking fee. From day thirty-one through day ninety, an accepted return includes a fifteen (15) percent restocking fee. Returns after ninety (90) days are not accepted. Items must be unused, uninstalled, and in original crate and packaging. You pay return freight.
- Can I cancel or refund a custom order?
- Custom orders—anything not a stocked standard size and configuration—are final, non-cancellable, and non-refundable once production has commenced. Production starts when Sashway releases the order to the factory or fabrication begins, whichever happens first.
- Does Sashway guarantee my product meets local building code?
- You decide whether a product suits your opening and location, including building, energy, wind, impact, and egress requirements. Published ratings describe the product; they are not approval for every jurisdiction. Sashway does not warrant code compliance at your job site except where the law does not allow that limit.
- Is delivery curbside or inside my home?
- Delivery is curbside unless your invoice states otherwise. Liftgate, residential, and appointment fees may apply. Risk of loss passes to you when the shipment is delivered to the address on the order. Title passes when payment is received in full.
- How are sales tax and freight calculated?
- Prices are in U.S. dollars. Sales tax is based on the delivery address unless your invoice or checkout already shows tax. Freight is extra unless the order states freight is included. Free-freight offers apply only when their published conditions are met.
- Do you work with contractors and trade professionals?
- Yes. We support remodelers, builders, and trade partners with quotes, submittals, and phased procurement. Trade pricing and account setup may differ from retail checkout—contact us with your company details and project timeline.
- What cookies and analytics does the website use?
- Essential cookies keep the cart, staff sign-in, your cookie choice, and optional tools like product chat and the visualizer working. Optional analytics (Google Analytics via Google Tag Manager) and advertising tags run only if you allow them in the cookie banner. See our Privacy policy for details.
- What is the visualizer on the website?
- The visualizer lets you upload a photo of your home and preview selected door or window products using AI-generated concept images. Results are illustrative only—not engineering drawings or guaranteed appearances. A guest session cookie is set only after you use the tool.
- How can I reach Sashway for help?
- Use the Contact page for consultations, quotes, and general questions. For order and billing notices, email billing@sashway.com and include your invoice or order number. Privacy questions may be directed to privacy@sashway.com as listed on our Privacy policy.