Frequently Asked Questions | Glideworks

Got questions about finding the right part for your sliding door, window, or screen door? With over 35 years in the door and window hardware industry, we've heard (and answered) just about everything. Here are the questions our customers ask most often.

Finding the Right Part

How do I know if a part will fit my door or window?

Most sliding door and window hardware is brand- and generation-specific — parts are not universal. To confirm compatibility, we need to know the door or window brand, approximate age or build year, and the key dimensions of the part you're replacing (see below). If you're unsure of any of these, use our free photo identification service and we'll confirm the correct part before you order.

What should I measure or photograph before ordering?

For rollers: measure the wheel diameter, overall carriage width and height, and note whether it's a single or tandem (double) wheel. For locks and handles: measure the backset (distance from the door edge to the centre of the keyhole or handle), the fixing hole centres, and overall length of the faceplate. For any part: clear photos of the front, back, and side of the existing part alongside a ruler give us everything we need. Email your photos and measurements to us and we'll usually respond within 24 hours.

How do I figure out which brand made my door or window?

Check the frame edges, the lock faceplate, for brand stamps or stickers. Common Australian brands include Dowell, Boral, Stegbar, Bradnam's, Comalco, Jason, and Trimview. On older frames these markings often wear away — if you can't find anything, try checking the window handles as the doors will be the same manufacturer. send us a few clear photos of the frame, track, and existing hardware and we'll identify it for you.

Are there any parts I'll need to order separately?

Some assemblies require companion parts to work correctly. Common examples: replacement rollers often require new track sections if the existing track is worn or corroded; lock cylinders may need a matching strike plate if the door frame has shifted; and screen door closers usually need separate mounting brackets specific to the frame profile. Product pages note any required companion parts — if you're unsure, contact us before ordering and we'll confirm everything you'll need in one go.

Shipping

When will my order be dispatched?

Orders placed and paid before 12:00 PM AWST (noon, Perth time) on a business day are typically dispatched the same day. Orders placed after noon, or on weekends and public holidays, are dispatched the next business day. You'll receive a dispatch confirmation email with your tracking number once your order leaves our South Lake warehouse.

How do I track my order with Australia Post?

Once your order is dispatched, you'll receive an email containing your Australia Post tracking number. You can track your parcel at auspost.com.au/mypost/track or through the Australia Post app. If you haven't received a tracking email within one business day of placing your order, check your junk/spam folder first, then contact us and we'll look into it.

Do you ship Australia-wide?

Yes — we ship to all states and territories via Australia Post. Delivery times vary by destination: metro WA is typically 1–3 business days; eastern states are typically 5–8 business days. Remote areas may take longer. Shipping costs are calculated at checkout based on your postcode and order weight.

Can I collect my order in person?

Yes. We offer Click & Collect from our South Lake, WA location. Select Click & Collect at checkout. You'll receive a Ready for Pick-up notification once your order has been picked and packed — please wait for that notification before heading in. Bring your order confirmation and a valid photo ID when you collect. Collection hours are listed on our Contact page.

Returns

What do I do if I receive a damaged or incorrect item?

If your order arrives damaged in transit or you've received the wrong item, please contact us within 7 days of delivery. Email us with your order number and clear photos of the item and its packaging. We'll assess the issue promptly and arrange either a replacement or a suitable remedy. Do not return any item without contacting us first, as unauthorised returns may not be accepted.

What if I ordered the wrong part?

We understand that matching hardware can be tricky, especially on older or unbranded frames. If you're unsure before ordering, use our free photo identification service so we can confirm the right part upfront. If you've ordered a part that doesn't fit and it's in original, unused condition, contact us within 7 days of delivery and we'll advise on next steps. Parts that have been installed or modified cannot be returned.

How can I get in touch if my question isn't answered here?

Email us with your question or send through photos for part identification. Our team typically responds within 24 hours on business days. Perth-based customers are also welcome to visit us at South Lake in person — see our Contact page for address and hours.