Help
Can't find a specific part? No problem... you can simply take a photo of the part that you are trying to purchase and email it to the Service Team at service@nanawall.com Please provide as much information about the project as you can, e.g. Original NanaWall Order Number, Project Name, Project Address, Original Purchaser's Name, etc...
FAQ's:
1. CAN I ORDER ADDITIONAL OR REPLACEMENT PARTS FOR MY NANAWALL PRODUCTS?
Yes. Most NanaWall replacement parts are readily available on this website. Some parts are less common and can take some time to produce. Please contact the Service Department via email and have your Order Number or Project Information available: service@nanawall.com
2. HOW DO I KNOW IF A SYSTEM IS STILL UNDER WARRANTY?
The insulated glass and system rollers are covered under warranty for 10 years, and hinges, handles, locking mechanisms, tracks, weather-stripping or any other NanaWall supplied products, are under warranty for 1 year warranty that increases to 2-years if you use a NanaWall-certified independent installer. NOTE: Glass breakage is not covered under warranty. If you are unsure whether your system is covered or not, give us a call or send anemail, we will be happy to let you know.
3. CAN AN INSTALLED NANAWALL BE ADJUSTED?
Yes, NanaWall products can be adjusted. Many Product Owner’s Manuals go over adjustment. For additional help, please contact the NanaWall Service Department and we can assist you in obtaining an adjustment. Email: service@nanaWall.com
4. I CAN’T GET THE DEADBOLT ON MY SWING PANEL TO LATCH. WHAT CAN I DO?
The standard multipoint locking system on NanaWall swing panels is a high security lock. This system does require the handle to be lifted, after the panel is in the closed position and prior to turning the deadbolt thumb-turn or key cylinder. Please refer to the instructions in your Owner’s Manual.
5. WHAT DO I DO IF MY PANEL CATCH IS STICKING AND WON’T RELEASE THE PANEL?
Most commonly this can happen if the panel catch gets dirty or if there are any oils on the catch. Simply take a paper towel and wipe the catch down, no need for any cleaners (careful not to leave oils from your hands on the catch). Less commonly this could mean that the NanaWall system is out of adjustment. If this is the case, please refer to your Owner’s Manual or contact your installer to schedule a maintenance visit.
6. MY GLASS BROKE… NOW WHAT?
The standard glass for most NanaWall systems is Tempered glass (you may have laminated or impact). Tempered glass is stronger than plate glass or annealed glass thus reducing the risk of breakage; however even tempered glass can break. A pane of broken glass is easily remedied. Please contact the Service Department via email with you order information and we will get you the glass sizes and/or a quote for replacement glass.
7. MY ORDER WAS DELIVERED, BUT THERE IS TRANSPORT DAMAGE. WHAT DO I DO?
Please accept the delivery of the product, NanaWall guaranties to make your product whole. Please take photos of the damage and the barcode label that is on the damaged item(s). Then email them with your order number to service@nanawall.com The Service Department will get everything sorted out for you.
8. CAN I CHANGE THE CONFIGURATION OF MY NANAWALL SYSTEM?
Not all, but many systems can be changed; however, this is a very complicated process. Please contact Travis Troen via email service@nanawall.com for options and information.
9. HOW OFTEN SHOULD MY NANAWALL SYSTEM(S) BE SERVICED TO KEEP UP THE MAINTENANCE?
All NanaWall products need regular maintenance to insure that all components are functioning smoothly and properly. Minimal usage units should undergo and inspection and adjustment at least once a year. For high usage units, inspection and adjustment should happen at least twice a year. If damaged components are found, have them replaced immediately to avoid further damage to your product.
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