Replacement parts

Thank you! These photos are a huge help. It's tough to make out what you have while the balance is still installed, but I believe you have either our Series 380 or Series 385, depending on the depth of the bottom shoe. That's the only difference between them. I recommend measuring your shoe and referring to our dimensions to confirm the best match.

Your next step is to remove the balance to verify the better option, as well as marking the length of the metal channel and the weight rating stamp.

Comparison of the S378, S380 and S385 balance shoes.

That said, it's entirely possible that you don't need new balances at all. They may be in good working condition. The problem appears to be that the top sash guide is broken, which is what keeps the balance securely under the sash. When that breaks, the balance shoots up in the track exactly like you show here. The balance is usually still in working condition, it just has nothing holding it in place.

The video below will go into more detail as to exactly what the problem is. You can also see our full selection of top sash guides here.