Vetrina Support
How-To Guides, Installation & Troubleshooting
Find Vetrina support for ordering, delivery, installation, product troubleshooting, maintenance, replacement parts, shipping, and warranty questions.
Order process, shop drawings, approvals, lead times, what happens after approval
What is required before delivery, preparing the jobsite, receiving/offloading, damaged shipments, storage
Strap anchors, proper installation, professional installation, rough openings vs. product size, sealing/anchoring
Windows, swing doors, sliding doors, bifolds, screens, hardware
Cleaning, adjustments, difficult operation, condensation, gaskets/seals/hardware
Warranty, replacement parts, repair requests, shipping charges
Popular Help Topics
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After your order is placed, you will receive a 10% retainer invoice. Once payment is received, Vetrina begins preparing your shop drawings, typically within 5–14 business days. You will review the drawings, request any necessary revisions, and return the approved drawings to Vetrina. After approval, a 40% deposit is invoiced and materials are ordered for production.
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The rough opening is the opening in the building structure, while the product size is the actual outside dimension of the manufactured frame. The two should not be the same size because space is required around the frame for alignment, shimming, insulation, sealing, construction tolerances, and normal movement. Vetrina recommends measuring each opening at three widths and three heights and using the smallest measurements when determining the available opening size.
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Inspect the shipment before the carrier leaves. Confirm the quantity and identification of the units and check the frames, finishes, glass, hardware, and accessories for visible damage or shortages. Any damage or discrepancy should be noted on the delivery receipt and photographed before signing. The installation guide requires damage, shortages, or discrepancies to be reported to Vetrina within 48 hours of delivery.
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Start by checking whether the frame or sash is properly aligned and whether dirt or debris is interfering with the tracks, drainage paths, locking points, or keepers. For operable windows, minor hardware adjustments can correct sash height, alignment, or locking pressure, but hardware should not be used to compensate for a frame that is out of plumb, level, or square. If substantial adjustment is required or the hardware does not engage properly, the installation geometry should be checked first.
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Not necessarily. Condensation can result from indoor humidity, insufficient ventilation, low interior surface temperatures, thermal bridging, perimeter insulation conditions, or installation details. The first step is to determine whether the moisture is forming on the room-side glass or frame, between the panes of an insulating glass unit, or around the perimeter of the installation, since each condition points to a different cause.
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Not every installation requires strap anchors. The correct anchoring method depends on the window or door system, wall construction, installation geometry, design loads, and approved project details. Vetrina products may be secured with direct through-frame fasteners or with indirect methods such as straps, anchor plates, or brackets. Regardless of the method used, the unit must be mechanically anchored to structurally sound material. Foam, sealant, flashing tape, and adhesives are not substitutes for proper mechanical anchorage.
Product Specific Help
Frequently Asked Questions
Find quick answers about ordering, installation, product options, hardware, service, and working with Vetrina Windows.
Ordering & Payment
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Vetrina Windows has been in business since January 2014.
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No. Standard project estimates and quotations are provided at no charge.
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Unless otherwise stated in your proposal or invoice, payment is due upon receipt.
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We currently accept checks, money orders, QuickBooks ACH payments, wire transfers, and direct deposits.
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In some cases, yes. Customer references may be available upon request and with the prior customer's permission. Because we respect our customers' privacy, we provide references on a case-by-case basis.
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Yes. Our website includes galleries of residential and commercial projects featuring completed Vetrina installations. Your salesperson may also be able to provide examples of projects similar to yours in product type, size, or application.
Installation & Delivery
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No. Vetrina manufactures and supplies the window and door systems, but we do not provide installation directly. Depending on the project and location, we may be able to refer you to an independent installer familiar with our products.
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The customer, general contractor, or installer should arrange the appropriate equipment and personnel to safely unload the shipment unless other arrangements have been made in advance.
For many crated shipments, a forklift or telehandler may be sufficient. Larger or unusually heavy units may require specialized equipment such as a crane or vacuum glass lifter. Vetrina will advise you if your order requires special offloading considerations.
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Yes. The supporting construction affects how the unit should be anchored, flashed, sealed, and isolated from surrounding materials.
Wood framing, steel framing, concrete, and masonry can require different fasteners, embedment, corrosion protection, and joint details. The installation method must also account for movement between the window or door and the surrounding building structure.
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On certain systems, yes. Some Vetrina sliding systems offer recessed or concealed bottom-track configurations, together with drainage and ADA hardware options.
A flush installation should be planned before construction so the track elevation, floor build-up, waterproofing, drainage, and surrounding finishes can be coordinated correctly.
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Yes. ADA-compatible configurations and hardware are available for certain Vetrina products.
Accessibility requirements vary by product, threshold, hardware, building type, and applicable code, so please discuss the project's requirements with your salesperson during quoting.
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No. Foam, sealant, flashing tape, membranes, and adhesives are used for insulation and weather sealing, but they are not substitutes for mechanical anchorage. Windows and doors must be secured to the supporting structure using appropriate screws, anchors, brackets, straps, or other approved fastening methods for the specific installation.
Products & Options
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Yes. Modern aluminum windows can provide very good energy performance when designed with thermal breaks and properly specified insulating glass.
Actual performance depends on the window system, glass configuration, Low-E coating, gas fill, spacer, unit size, and installation. Therefore, review energy-performance values for the specific system and glazing package being proposed.
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A properly designed and installed window uses multiple layers of protection rather than relying on one exterior seal.
Gaskets and interior seals control air movement, while exterior seals, drainage paths, and weep systems manage rainwater. In exposed installations, a two-stage perimeter joint can separate the exterior rain-control layer from the protected interior air seal.
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Screen availability depends on the window or door system and opening configuration.
Many operable Vetrina windows can be supplied with insect screens, and certain sliding systems offer insect-screen and sun-shade options. Please tell your salesperson that screens are required during quoting so they can include the appropriate configuration.
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Yes. Many Vetrina products can be ordered in custom RAL colors, and dual-color configurations with different interior and exterior finishes are also available.
Depending on the product, anodized and faux-wood finishes may also be available. Specialty finishes may add cost or production time, so select the finish before finalizing the order.
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Slim sightlines do not inherently mean that a door is less secure.
Depending on the product, Vetrina systems can incorporate multipoint locking and other dedicated security hardware. Our bi-fold documentation, for example, specifies heavy-duty reinforced hardware and tested security configurations.
Overall security depends on the complete assembly, including the frame, locking hardware, glazing, configuration, and installation.
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Depending on the product and selected hardware, Vetrina systems can incorporate multipoint locking, keyed handles, security cams, and additional locking points.
Certain security configurations use adjustable mushroom-style cams and multiple locking points around the sash. Security performance, however, depends on the complete assembly, including the glazing and fenestration system, rather than the hardware alone.
Hardware, Keys & Service
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Not for Vetrina-supplied proprietary key systems. These keys generally cannot be duplicated by a typical U.S. locksmith.
If you need additional keys, multiple doors keyed alike, or a master-key system, please tell your salesperson during the quoting process so the required cylinders and keys can be included with the original order.
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Start by contacting your installer, particularly if the issue involves alignment, operation, sealing, drainage, or the installation joint. Many apparent product problems can originate from installation conditions or adjustment.
If the installer determines that the issue involves the Vetrina product or hardware, contact Vetrina with your project or order information, the affected unit number if available, photographs, and a short video showing the problem.
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Include your project or order information, the affected unit or position number if available, a description of the issue, an overall photo of the window or door, close-up photos of the affected area, and a short video showing the problem when possible.
Providing complete information helps us identify the product and determine the appropriate next troubleshooting step more efficiently.
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Not necessarily. Handles may differ in spindle size, screw spacing, handing, projection, cylinder configuration, and the type of locking mechanism they operate. Replacement hardware should be matched to the original window or door system rather than selected by appearance alone. For example, the bi-fold hardware documentation specifies a 7 mm drive spindle and 43 mm screw centers for one intermediate handle configuration.
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Yes. Keyed handles are available for certain Vetrina window configurations, particularly where additional security or access control is required. Some security hardware configurations specifically recommend keyed handles as part of the overall locking system.
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For applicable moving hardware, periodic lubrication is recommended. The supplied maintenance documentation calls for lubricating components such as hinges, handles, locks, and other moving mechanisms and recommends repeating the service approximately every six months.
Need More Help?
If you cannot find the answer you're looking for, our team is happy to help. Please contact Vetrina Windows & Doors with your project information, order information, photos, and a description of the issue so we can assist you as quickly as possible.