November 15, 2021

Frequently Asked Questions at Epic Windows + Doors

When it comes to finding windows and doors for your home, you aren’t an expert, which is why you’re here looking to work with us. We know questions are going to come up along the way. We actually expect it!

That’s why we’ve answered some of the most Frequently Asked Questions we get during this waiting period between ordering and receiving. Read on for answers!

How do I know what product is right for my home/needs?

That’s what we are here for! Our expert salesmen will work with your vision (and your budget) to find the products that will best suit you in building the home of your dreams. We’ll be with you every step of the way from measuring to selecting windows and doors to quoting and ordering your product. Give us a call or visit one of our showrooms to view products and get in touch with a member of our sales team.

What forms of payment does Epic accept?

We accept cash, checks and wire transfers. We also accept credit/debit cards with a 3% processing fee.

When do I have to pay for my product?

A 50% deposit of the total cost of your product must be paid for the order to be placed. The other 50% is required before the product can be delivered. We also have the option to pay the remaining 50% upon delivery if requested and coordinated ahead of time. (This does not apply to customers on Net 30 terms.)

So, you’ve got your windows and doors ordered and put your deposit down. Now what?

Well, the simple answer is: We wait for your product to come in and get delivered. But oftentimes it can be a bit more complicated due to the dynamic nature of the supply chain within the construction industry.

What is a lead time?

A lead time is the amount of time it takes for the manufacturer to make the product you ordered and send it to us. This will be based on what the manufacturer is telling us but is subject to change as the dates get closer. This is not the time it will take for the product to get delivered to you. The length of your lead time will depend on the manufacturer and volume of your order. A more exact lead time can be provided to you from your salesman.

When will I hear from someone about my order?

Within a few days of your order being placed, you will receive a text message from Epic with a “week of” ship date. This ship date is the expected week that your product will be shipped from the manufacturer to Epic Windows and Doors. This is not the date your product will be delivered to the job site.

Once your product is en route to our warehouse, we will contact you again to get you put on our delivery schedule. This is typically in the form of a phone call or text message. During this time, it is imperative that we have as many details about your project as possible. The more details we have the better we can gauge when you will be ready for windows. We will also remind you to send in payment for the product so there is no delay when the product is ready to be delivered.

We will contact you once more to confirm your delivery date that was previously agreed upon. Confirming this date should also mean that you have a place for us to put the product – generally the garage – and that all driveway access is cleared so our delivery trucks have full access.

What to expect on the day of delivery?

On the day of delivery, you should expect a text message about 30 minutes prior to when you will see product. This will allow you to coordinate moving vehicles out of the way or getting on site if you’d like to be there when your product arrives. Our team will find the safest way to deliver your product to the specified place. In the case of hazards present that may injure our team or damage the product, we may request to put it in a different space. Please note: Our delivery team only delivers product to the ground level – never up stairs or to multiple levels of the building. Our team will unload the product, give you the paperwork confirming delivery, and be on their way. Our delivery team can accept check payments upon deliveries if payment arrangements have not yet been made.

After delivery of product, what happens?

Once your product is delivered, it should be ready for installation. Contact your installer once your product reaches the job site to coordinate an install date.

Does Epic handle window and door installation?

Epic works with third-party installers who we can refer you to. Your salesman is happy to help you get an initial quote. After that, we will get you in contact with an installer that will best suit your needs and you coordinate install with them. The installer will handle your installation needs from there.

My windows and doors are in, but they don’t have handles on them?

In this case, you have likely purchased our S.H.A.R.P. service. With this service, we hold window and door hardware until after installation and painting is completed. This is to protect your hardware from being removed, misplaced or damaged in the process of finishing work being done. Once all of these finishing touches are complete, give your salesman a call and they will be happy to get you on the schedule for S.H.A.R.P service to come install your hardware.

Have additional questions?

Reach out to your salesman or give us a call at (801) 685-9200.