Frequently asked questions
The questions we are actually asked, answered with the same figures that appear on the product pages. Where the honest answer is a qualification rather than a yes, it says so.
Who you are dealing with
Is NEXWD the manufacturer?
No. NEXWD is the brand and the US channel; the windows and doors are built by our manufacturing partner in China, an OEM factory that has been supplying the North American market for years. We handle specification, documentation and the commercial relationship. Knowing this up front matters, because it tells you who answers a technical question and who holds the certifications.
Why trust NEXWD →Where are the products made?
In our partner’s factory in China, built to North American standards rather than adapted to them — insulating glass certified by the IGCC, safety glazing certified by the SGCC, and hardware from Roto and Siegenia in Germany. The factory holds an ISO 9001 quality management system, and SGS or Bureau Veritas can inspect your order before it ships if you want independent eyes on it.
Do you have a showroom I can visit?
We are in Los Angeles. Rather than promising a walk-in showroom experience we cannot consistently deliver, we would rather send you physical samples of the finish and the section, and get on a call with your drawings open. Tell us what you need to see and we will arrange it.
Showroom →Performance and certification
Are your performance figures certified, or are they catalogue numbers?
Both exist on this site and they are labelled differently. Where a product carries a rating in the NFRC Certified Products Directory, we publish the certified figure and print the CPD number beside it so you can look it up yourself at nfrc.org. Where we only hold a catalogue figure, the page says so. Where we hold neither, the page shows nothing rather than an estimate — there are products on this site with blank performance tables for exactly that reason.
Technical resources →Are your windows ENERGY STAR certified?
Qualified models are available, but ENERGY STAR is awarded model by model and climate zone by climate zone, so a blanket yes would be meaningless. Tell us your zone and we will confirm in writing which models qualify. One thing worth knowing: in the Northern zone a window at U-Factor 0.25 still qualifies provided its SHGC reaches 0.40, via the equivalent-performance route — a supplier who only knows the prescriptive route will tell you the job cannot be done.
Glazing by climate zone →Are your impact products approved in Florida?
The impact line is tested to the Florida Building Code 2023, 8th edition, under TAS 201, TAS 202 and TAS 203, at Zone 4 missile level D at 50 ft/sec — the HVHZ large-missile protocol. Approval, though, is granted jurisdiction by jurisdiction. NOA and Florida Product Approval numbers are available on request for your jurisdiction; send us the project address and we will confirm in writing what the unit is approved for there before you specify it.
See the Impact line →Can I use one of your windows as an egress window?
Casements and tilt-and-turns used in turn mode, yes. Awning units and single tilt-only units cannot be used for egress at all, because the sash obstructs the opening — no size makes them compliant. Note that the manufacturer’s stated minimums are not the same numbers as IRC R310, and your jurisdiction’s adopted code governs.
Egress window requirements →Lead time, shipping and price
How long does an order take?
Standard configurations can be produced in as fast as 18 days. That figure is factory production time and it is not a delivery date — ocean freight to the US adds roughly 35 to 45 days depending on the port, and custom sizes, special finishes and large combinations take longer in production. Every product page states its own lead time.
Shipping and lead time →Why are there no prices on the website?
Because every order is made to your dimensions, in your finish, with your glazing and hardware. A published price would be either a fiction or a number so hedged it tells you nothing. Send an opening schedule and you will get a real quote against it.
Request a quote →How do the units arrive, and will they get damaged?
In non-fumigation plywood crates with paperboard and air-bubble protection, glass under a peelable protective film that stays on through the messy end of construction. The crating material matters at the port: solid-timber packaging entering the US has to be heat-treated or fumigated and marked under ISPM 15, while manufactured wood such as plywood falls outside that rule.
Shipping and handling →Do you handle customs and delivery to site?
Tell us the destination and we will set out exactly which party is responsible for what, in writing, before you order. Import terms are where imported-window projects most often go wrong, and a vague answer here costs you more than a slow one.
Warranty and what happens when something goes wrong
What does the warranty actually cover?
Insulated glass seal failure 20 years, powder-coat finish 20 years, aluminum frame and structure 10 years, hardware and operation 10 years. Two things set it apart: the cover is NOT PRORATED, so the benefit in the final year is the same as in the first, where most window warranties pay less as the product ages — and spontaneous glass breakage is covered for 10 years, which almost nobody offers. Coverage transfers to the next owner. Extended 20-year transferable cover on the 10-year items is available as a paid upgrade. The exclusions are published next to the coverage rather than in a separate PDF — the remedy is repair or replacement at the manufacturer’s option, colour match on a replacement is not guaranteed, and labour is not covered.
Warranty terms →A unit arrived damaged. What now?
Photograph it before it comes off the truck, tell us immediately, and we start a replacement. Be aware of the honest constraint: a replacement is manufactured and shipped like any other order, so the realistic timeline is production plus freight, not days. This is the strongest argument for ordering a small contingency on a large project.
Returns and claims →Who is responsible if something fails — you or the factory?
The factory holds the product warranty and contracts with you directly, and we stay in the middle of the conversation rather than handing you a phone number and stepping back. Ask us this question before you order, and ask it of every supplier you are comparing; the answer tells you more than any brochure.
Can you supply shop drawings and CAD schedules?
Yes, at quotation rather than after the order. NFRC data, size-versus-pressure tables, section details and the approval numbers that apply in your jurisdiction. On large projects the manufacturer sends a technician to site; on small and mid-size jobs we agree the right level of support case by case rather than promising a site visit on every order and missing it. Our technical resource pages cover the detailing questions that come up most often.
Technical resources →Question not answered here?
Send us the opening schedule and the project location. We answer the questions that are not in our favour too.
Request a quote →