Before delivery, agree who unloads, inspects, records discrepancies and protects the windows. Reconcile every unit with the approved opening schedule, photograph damage and product identifiers, and obtain the manufacturer's storage instructions for the exact products. A correct count does not prove the right configuration, and dry-looking packaging does not establish undamaged contents. Do not improvise lifting or storage for heavy glazing.
Canadian planning context. Technical examples from other regions are identified in the guide; approval and performance requirements must be checked for the actual building and jurisdiction. Original explanatory diagrams are not construction details.
- Confirm delivery access and the receiving party before the truck arrives.
- Match units to opening IDs, not just a total count of cartons.
- Record visible damage and missing or changed options promptly through the supplier's actual claim process.
- Storage requirements vary by product; use current manufacturer instructions rather than a universal rule.
- Resolve discrepancies before the affected units are installed or altered.
01 /Delivery is a project stage, not an incidental appointment
A custom-window order may occupy more space, weigh more and arrive less conveniently than an owner expects. The installation crew may not be present when the truck comes. A narrow driveway, parked vehicle, steep path, low overhead obstruction or occupied room can prevent safe unloading. Before confirming the date, agree who receives the shipment and how it reaches the protected staging area. The receiving party needs the approved schedule and the supplier's contact information.
| Question | Agree in advance | Record |
|---|---|---|
| Arrival | Date, window of time and contact | How changes will be communicated |
| Access | Truck position, route and restrictions | Site-specific plan; building approval if relevant |
| Handling | Who provides trained labour and equipment | Do not assume the owner must lift |
| Inspection | Who checks packaging and contents | Named receiver and supplier procedure |
| Storage | Protected area suitable for the product | Manufacturer instructions and responsible party |
| Missing or damaged items | How to notify and isolate them | Claim deadline and supporting evidence |
| Installation readiness | When discrepancy review occurs | No unconfirmed substitution goes into the wall |
For condominium work, booking elevators, access routes or exterior equipment may need building permission. For large glazing, the handling plan may require specialist equipment and personnel. This guide is an owner coordination checklist; it is not a lifting instruction or a substitute for a contractor's safe-work plan.
02 /Reconcile the shipment in layers
Begin with the delivery document, then count packages, identify units and compare configurations. These are separate checks. A shipment containing twelve cartons may still be missing a screen or contain two units assigned to the same opening. A carton can carry the correct order number while the unit has the wrong finish or handing. Use opening IDs so a discrepancy can be tied to the specific part of the project it affects.
- Check shipment identity
Confirm supplier, order, delivery date and document revision.
- Count and identify
Reconcile packages, units, assemblies and separate accessories.
- Check visible configuration
Compare operation, handing, finish and visible options with the approved schedule.
- Record product evidence
Photograph labels, serial identifiers and required certification information.
- Log discrepancies
State affected IDs and notify the supplier using its required process.
Some details cannot be verified visually. Gas fill, coating specification or internal reinforcement may require documents and manufacturer confirmation. Keep the distinction clear: 'label matches the order' is an observed fact; 'every internal feature independently verified' is a much larger claim. The labels guide explains the identity chain.
03 /Inspect without creating new damage
Ask the receiving contractor how products should be unpacked and checked without disturbing required shipping protection. Record torn packaging, crushed corners, wetness, broken glass, bent components or visible finish damage. Photograph the package as found before rearranging it, then the product where it can be inspected safely. A close-up should be accompanied by an overview and opening ID. Keep packing materials if the supplier asks to inspect them.
Do not operate or move a damaged sash to prove a point. Keep occupants away from broken glass and unstable units and let the appropriate professional handle them. A window can be unsafe even if the crack looks small. If the damage affects project sequencing, ask the contractor what can proceed safely and how the opening will remain protected while the supplier resolves the issue.
| Field | Example of useful wording |
|---|---|
| Identity | W08; supplier order line 14; carton identifier photographed |
| Observation | Crushed lower-right packaging; visible finish dent at same corner |
| Time and location | Observed during receipt before moving to staging area |
| Evidence | Overview, packaging and detail photo filenames |
| Action | Supplier notified; unit isolated pending written instruction |
| Resolution | Replacement/inspection instruction, date and responsible party |
04 /Use the exact product's storage instructions
Manufacturers publish storage and handling requirements because moisture, poor support, sun exposure and unfinished materials can damage a product before it is installed. Andersen's storage guidance, for example, calls for receipt inspection and a dry, ventilated, level storage area and addresses protection of unfinished wood. JELD-WEN's cited instructions apply to a particular window system and identify handling and storage precautions. These are manufacturer examples, not rules for every frame, glass assembly or market.
Ask for the applicable document for your actual model. It may cover orientation, support points, stacking, spacing, ventilation, packaging, protective film, unfinished wood and environmental limits. Assign responsibility for maintaining those conditions. Do not assume wrapping a product more tightly will improve protection; some materials need ventilation and some films have removal deadlines. Do not invent a universal number of days after which every warranty expires.
05 /Keep staging organized by opening
A unit should arrive at the correct opening with its labels and accessories still traceable. Create a staging map that connects the unit to the approved schedule. Keep screens, operators, grilles, restrictors and trim accessories identified rather than placing them in one anonymous pile. Protect the record as well as the product: photograph order labels before they become covered, torn or removed during installation.
Separate products awaiting supplier review from those cleared for use. A visibly similar substitute can be installed accidentally if it shares the same staging area without a discrepancy note. The contractor should know which schedule revision governs. If units are moved between floors or subcontractors, maintain the opening ID so an incorrect handover does not become a wrong-window installation.
06 /Respond to delays and substitutions deliberately
A delayed delivery should produce an updated plan, not simply a new truck date. Ask whether permits, booked access, storage, other trades or exterior work are affected. If the old window is still in place, coordinate when removal will occur; avoid exposing openings on the assumption that the replacement will arrive later that day. If an opening is already exposed, the responsible contractor needs a suitable temporary protection plan.
For a substitution, compare the exact replacement with the approved product before acceptance. Review visible glass, dimensions, operation, finish, ratings, certification, hardware, installation needs, warranty and price. A claim that the alternative is 'better' does not resolve those fields. Record the affected opening IDs and approval in a revised schedule. Continue with the change-order guide if the agreed scope changes.
07 /Close the receiving record before installation closeout
When discrepancies are resolved, note the outcome and collect the replacement or inspection documentation. A delivery record should show the original observation and the resolution rather than quietly deleting the defect. Reconcile all remaining accessories and confirm the installation crew has the current instructions and schedule. This protects both parties by showing when and how the issue was handled.
Keep the receiving record in the owner archive. It may explain why one unit has a later production date, a different service identifier or a separate warranty document. At final handover, combine it with the acceptance list and warranty evidence. A complete order is more than a signed delivery slip; it is a traceable set of products ready for the intended installation.
FAQQuestions people ask
Should I sign for a visibly damaged shipment?
Follow the supplier's receiving procedure and record the damage accurately. Do not sign an inaccurate statement that everything was inspected and undamaged; seek clarification from the responsible receiver or supplier.
Can I store any window flat?
Do not assume a universal safe orientation. The manufacturer and handling contractor must specify suitable support, storage and movement for the actual product.
How long may windows be stored?
It depends on product instructions, finish, packaging and conditions. Obtain the exact manufacturer's requirements rather than relying on a generic deadline.
Does matching the carton count prove the order is complete?
No. Check unit identities, assemblies, options and separate accessories against the approved schedule.
Can an unapproved substitute be installed and reviewed later?
Resolve the differences before installing the affected unit. Installation can make correction more disruptive and may conceal information needed for review.