Half inch sizes?

Hello there. If the metal channel (not including the nylon fittings at either end) is 19", then that was the correct length. I don't think that's the issue. I see you purchased the S395-19. Are you certain the nylon fittings at either end of the metal channel match those that the Series 395 uses? This is critical for proper balance identification--we have a ton of non-tilt channel balances that are 19" long, but each uses different combinations of attachments. If you're uncertain, please send us close-up photos of the attachments on either end of the metal channel, from one in your windows that still has both fittings intact. I can't quite make them out in the first photo you sent. Also, please send me any stamp on the metal channel, just to be safe--the stamp tells us the strength of the balance. We should be able to narrow this down from there. 

Thanks for your patience while we looked into this. Reviewing these photos, I agree that your old balance is 18-1/2" long. It also looks like you have a nylon fitting configuration that more closely matches our Series 377, not the Series 395 that you purchased. I suggest reviewing the Series 377 just to be 100% sure.

The good news is that we can supply you with a balance made to this custom size. The only thing I need from you is verification that the Series 377 is a match and how many in total you wanted to buy. Our minimum purchase quantity is 2.

Once I know that, I'll email you a purchase link and price quote that you can use to place an order on our site as normal.