SolidSurface.com FAQ's

What are your hours of operation and how do I contact SolidSurface.com?

Our hours are from 8am to 6pm pacific time (11am-9:00pm eastern) Monday through Friday. We can be reached by phone at 888-715-3007 during those hours. If we are not available, please leave a detailed message and someone will return your call as soon as possible.

 

We can always be reached by email or using our contact us form: http://www.solidsurface.com/contact.  We respond to requests in the order they come in.  We can usually respond right away, but please allow one to two business days for a response.

 

What is the best way to make special requests from SolidSurface.com?

Email is the best method to contact us for special requests.  This allows us to have a clear record of your request so that we may do some research to find the product at the best price. Please include your phone number and email address so we may call or email you back with a response.  Your email or phone number will not be used for our promotions unless you indicate that is your preference. They will not be sold or given to others.

 

Do the colors of your online swatches accurately portray the color of the actual product?

Because computer monitors have different brightness settings, the swatches can be slightly lighter or darker depending on your settings. In order to make absolutely sure of the color of the product, many kitchen and bath stores have samples or swatches you can see in person. For our House Premium product, we have samples available (See FAQ on samples).

It is the responsibility of the buyer to make sure they are aware of the color of the product before purchase. Please see our return policy should you have any questions about returning solid surface items.

 

Do you have samples of the solid surface products?

SolidSurface.com offers samples of the House Premium line of solid surface material. Due to the high cost of producing and shipping samples, we must charge our customers for the material, handling and shipping costs. We do not profit off of the sale of our samples, or sample boxes. If you are looking for samples of LG HI-MACS, please click on the following link http://www.lghimacsleads.com/cgi-bin/WebObjects/sampleorder.woa/wa/lghimacs . At this time, we do not offer samples for other brands.

 

Contact us to make your sample request.

 

House Premium

 

Full set of samples

 

A full set of House Premium samples (quantity 49, 2"x 2" each) is $110 per set, including shipping. Should you decide to place a House Premium order of $500 or more within 60 days (not including shipping), you will receive a $75 credit towards that order and keep the full set of samples.

 

If you do not place a House Premium order or your House Premium order is not over $500, you may return the full set of samples within 60 days from the order date to receive a partial credit. You will be responsible for return shipping and a $25 restocking fee will apply. You will be refunded $85 onto your credit card, or alternative method of payment, once we receive the full set. The returned set(s) must be postmarked within 60 days from the date the order was placed to be eligible for the refund.

 

Individual samples

 

Individual samples of House Premium are $10 each including shipping. The amount you pay for the individual samples will be issued as credit toward your account for future solid surface purchases at SolidSurface.com. The individual samples do not need to be returned.

 

Order processing/Delivery

Delivery Disclaimer

 

Full and partial sheets of solid surface can weight over 140 lbs per sheet and usually require special packaging and freight delivery. Therefore, it takes some time to get these items processed through our system, packaged and then delivered. Because of their weight and unconventional dimensions, occasionally items do get damaged during shipping. (see Return Policy FAQ for more details). As well, delivery times may vary due to situations out of our control. Because of these circumstances or any other circumstance that may cause damaged items or delayed delivery, SolidSurface.com will not be held responsible for the cancellation, delay, increased cost, decrease in profit or loss of reputation for any project. In general, the buyer assumes all responsibility to meet the expectations of their clients or for their individual project.     

 

Most items  

 

For most of the items you find on SolidSurface.com, orders are processed within 1-2 business days and then delivered within 2-6 business days depending on your location and shipping type. To make sure your items arrive in time for your project, you should allow a minimum of two full weeks delivery time from the time you input your order.

 

Surplus Solid Surface Partial Sheets

 

Partial sheets of solid surface, require custom packaging and can take 2-4 days for processing. It is delivered within 2-6 business days depending on your location and shipping type.To make sure your partial surplus items arrive in time for your project, you should allow a minimum of two and a half full weeks delivery time from the time you input your order.

 

Rush Delivery

 

In some cases rush delivery is available but can be very expensive due to the characteristics of our products.

Do we have outlets or stores?

At this time we do not have outlets or stores. Sales are done online and products are shipped via UPS or Common Freight Carriers.

 

What can solid surface material be used for?

Solid Surface material is being used for more and more projects every day. Because of it properties, it is some types of solid surface can be thermoformed into 3 dimensional shapes. This has opened the material to artistic and extreme architectural design. So, really depends on your imagination. However, you must do you homework before proceeding with any project.

 

Can SolidSurface.com handle larger quantity orders, such as 50, 100, 300 or more sheets?

Yes.  Depending on the availability.  Contact us http://www.solidsurface.com/contact so that we can help you find the best prices on bulk orders.

 

What is the best way to keep my solid surface polished and clean?

Please review the web pages provided in FAQ 11 for maintenance tips and sanding & polishing instructions

 

Can I send you pictures of my completed project?

Absolutely, We would love for you to send photos that we can post in our gallery

 

Are their any industry related websites, organizations or magazines that SolidSurface.com is affiliated with?

SolidSurface.com is a member of ISSFA (www.issfa.org) and NKBA (www.nkba.org), supporter of  Surface Fabrication Magazine (www.surfacefabrication.com), supporter of the Fabrication Network (www.thefabricatornetwork.com) and linked from Extreme How-To's article on working with solid surface (http://www.extremehowto.com/xh/article.asp?article_id=60360). We also advertise in Builder News magazine, and their corresponding website bnmag.com

 

 

What is the distinction between Premium Grade, B-Grade, Special Grade, Overstocked, Discontinued and Surplus solid surface material?

Premium Grade
The solid surface material is currently in production and meets all of the specifications set by the manufacturer.

 

B-Grade
The solid surface material does not meet 100% of the specifications set by the manufacturer, but can often be difficult to detect to an untrained eye. Below are some examples of what you might expect to find in b-grade material:

 

  • Color may be slightly off from the original premium grade color
  • Fleck pattern may be slightly irregular (Note: to the average observer it will be hard to detect)
  • Thickness, length and width may be slightly off specification by 1000's of an inch (Note: This will make little difference for fabrication purposes) 
  • Spots that were missed in production: sanding, scratches and scuffs  (Note: Typically these be sanded out with minimal effort)
  • There may be over-sanded scorched areas created by industrial sanders, scraped edges and small pieces broken from corners. (Note: With any of these blemishes and even if they are in the center of the sheet, they can be cut out and the sheet seamed back together with little or no evidence of it ever having been there. The end result is you loose a few inches from the length of the sheet but there are usually multiple sheets available from the same batch so the color across sheets should match)

 

Special Grade
Similar to B-grade but with even less noticable defects.

 

Overstocked
Excess full sheet material from manufacturers, distributors, and/or fabricators.

 

Discontinued
Solid surface material no longer in production by the manufacturer. This material comes from manufacturers, distributors, and/or fabricators.


Surplus
Also known as remnants, drop-off, or fall-off, surplus items are solid surface pieces of varying sizes left over from fabrication projects from warehouses and fabrication shops all over the country. (Note: Surplus items are sold as is. These pieces are typically in "like new condition" but may have scratches, scrapes and chipped corners).

Does the material have a warranty?

Unless noted that it carries a warranty, such as the House Premium material, the majority of our solid surface material do not come with a manufacturer, or SolidSurface.com, warranty. However, should you hire a fabricator for your project, they may offer a warranty for the solid surface and for their work.  Be sure to check with your fabricator to see if they offer a warranty on the fabrication.

 

Shipping costs, delivery charges, Delivery and pick up requirements

Full sheets

 

SolidSurface.com uses standardized shipping and handling rates to calculate the shipping cost of full sheet material. These standardized rates, which are inteded to reduce costs to the customer, were determined using historical shipping data.

 

Because solid surface material is heavy and requires special handling to decrease potential damage during transit, shipping costs can be expensive. Most full size sheets weigh around 100-140 lbs and require a 150-200 lb pallet for shipping. In some cases, depending on the quantity of sheets ordered and the brand selected, there may an additional pallet fee.

 

Freight Terminal Delivery (No additional cost)
Full sheets are shipped to the freight terminal nearest to the buyers zip code and require the buyer to have the resources to pick up the material and get it to its destination. In normal situations, there will be forklifts at the freight terminal that will load the items into the buyers truck or trailer. The freight company will contact the buyer once the items have arrived. The buyer must make arrangements to pick up the items within a couple of days in order to not incur storage charges.

 

Business Delivery with off loading equipment or a loading dock (No additional cost)
The freight truck will bring the materials to the business address.
Note: The truck driver will not offload the items. It is the responsibility of the buyer to have the equipment and/or people available to off load the items. 

 

Job site delivery ($60 additional cost)
As the freight company will have to make a special trip to the job site in a smaller freight truck there is an additional delivery charge.
Note: The truck driver will not offload the items. It is the responsibility of the buyer to have the equipment and/or people available to off load the items.

 

Home delivery ($90 additional cost)
As the freight company will have to make a special trip to the residence in an smaller freight truck there is an additional delivery charge.
Note: The truck driver will not offload the items. It is the responsibility of the buyer to have the equipment and/or people available to off load the items.  

 

Surplus partial pieces

 

Most partial pieces that are around a 1/2 sheet or less will be packaged individually and be sent by UPS. As most partial pieces are not the same size, individual packaging lowers the chance of deliver damage.

 

Can I pick up items at your warehouse

 

SolidSurface.com has many warehouses around the country but not all items sold on our website are carried at each warehouse. Most surplus pieces are warehoused in Tucson, Arizona and may be available for local pick up. Other items sold by SolidSurface.com are not available for personal pick up except on a case by case basis.

 

Do I have to be a licensed fabricator to purchase solid surface material?

No, unless otherwise specified, items on SolidSurface.com do NOT require customers to be a certified or licensed fabricator to purchase from our public site.

How do I know which adhesive to buy?

Please view our Adhesive Selector at http://solidsurface.com/adhesives/.  If you still cannot find what you are looking for please contact us (http://www.solidsurface.com/contact) so that we can assist you.

Why should I purchase more than one adhesive mixing tip?

When a mixing tip is used, the adhesive hardens within 20 minutes and that tip is not usable any longer.  Because many projects require multiple applications, you will need multiple tips. (4 to 6 per cartridge is normal)

 

How much adhesive should I buy for my project?

In most cases, 1 - 250ml adhesive cartridge will produce a 40 ft 1/4' bead. As each project has different needs you will need to calculate you own specific needs. As a rule of thumb if you are coming close to needing another cartridge, you should order another one to protect against design changes, larger than 1/4" beads and calculation errors.

Do you provide a non-profit discount?

At this time we do not provide discounts for non-profit organizations. However, from time to time, we do have surplus pieces that we donate to schools.

 

Are there advantages to using a fabricator? Can I buy solid surface material from you and have a fabricator make into what I want and install it? How do I find a fabricator in my area?

Whether you use a fabricator or not depends on your individual skills, the tools you have and the time you want to commit to the project. For those who don't have the skills, tools and time, using a fabricator, cabinet maker, other skilled contractor, is probably your best choice. You may be able to save money by buying your material from SolidSurface.com and having have a fabricator make and install what you want. As it is our goal to save you money on solid surface projects, you should check with your fabricator before making any purchase. In some cases their hourly rates are different depending on whether you use their solid surface material or buy your own. You can find a fabricator in your area from the front page of our website.  On the left hand side of the screen you can input your zip code and you will be redirected to Surface Fabrications to find a fabricator service.

 

If you do have the skills, tools, time available and do your homework, you should be able to produce a product that you can be proud of. Solid Surface material is sometimes equated to working with hard maple wood. Most cuts can be done by using carbide tipped woodworking tools. In most cases, you can save money by doing the project yourself but please understand that saving money does not mean you will get professional results. However, if you are an accomplished do-it-yourself-er (DIY), you should be able to produce a quality product.

How do I fix cracked or broken pieces of solid surface? How do I restore existing counter tops?

If you have a broken or cracked piece of solid surface, and it is a clean break, you can typically use our adhesive to glue it back together.  You can find the right adhesive cartridge for your material color at http://www.solidsurface.com/adhesives. Check out the this video from Intergra adhesives http://www.integra-adhesives.com/video4.html to understand how to make a seam . You will also find some good information in this Extreme How-To article  http://www.extremehowto.com/xh/article.asp?article_id=60360 .

 

If you have a counter top that requires repair, we recommend you contact a solid surface repair company, like www.surfaceauthority.com or www.backtoperfection.com 

Are there any DIY manuals or general product information that I can access through the web?

Please contact http://www.solidsurface.com/contact us if you have general questions about how to fabricate solid surface material.

 

How do I get my surplus listed on SolidSurface.com?

Contact us at  http://www.solidsurface.com/contact .  Please include your list of sheets with brand, color, size, and quantity so that we can estimate an offer for your material.

What is your return plicy

Solid Surface Materials (solid surface sheets, solid surface surplus, sinks, vanities, etc)

 

In-Transit Damages 
It is the responsibility of the buyer to fully inspect the material at time of delivery. Should there be unrepairable damage at the time of delivery, it is important that the buyer make a decision on whether to accept the delivery. Should you accept delivery of unrepairable material, your return options become more limited and cumbersome. Please be aware that some B-grade and surplus material may already have scrapes and chips in it. Therefore, they will not be consider damaged unless there is significant visible damage other than scrapes and chipped edges. If it is damaged but repairable, please also see our FAQ on that topic.


Our error
If SolidSurface.com admittedly ships the wrong material or color, the proper material will be shipped to the customer at no additional charge (subject to availability). Should you choose not to have the material replaced you will be refunded 100% of the material and shipping costs. Arrangements will be made to pick up the material that was sent in error at no charge to the buyer.


Non-Damaged items
If you refuse a shipment that is not damaged beyond repair, or cancel an order that has already been shipped, then you will not be reimbursed for the shipping cost and there will be a 10% restocking fee deducted from your refund. You will receive a 90% refund of the item cost and only if it is returned in good condition.


Damaged but repairable
If the shipment is broken in a way that you are able to repair or use the remainder you should note this on the delivery sheet. (you may file a claim with the shipper at a later date and claim the cost of making the required repair).


Damaged b-grade or surplus

If a shipment of B-grade or surplus arrives with scraped edges or small pieces broken from corners, that is considered a normal characteristic of that material or a typical result of shipping the large items, and there will not be a refund.


Damaged not repairable
If a shipment is damaged beyond repair, you should refuse it. If this happens, please contact us immediately as we do not get instant notification from the shipper. At this time we will discuss your options (ship product again, ship like product, etc). In the case of damaged non-repairable item(s), A full refund will be given upon request or if there are no other options.


Non- Solid Surface items (adhesives, guns, mixing tips, etc)


Our error
If SolidSurface.com admittedly ships the wrong non-solid surface item(s), the proper item(s) will be shipped at no additional charge (subject to availability). Should you choose not to have the item(s) replaced, you will be refunded 100% of the item(s) and shipping costs. Arrangement's will be made to pick up the item(s) that was sent in error at no charge to the buyer.


Defective items
Defective non-solid surface products will be replaced at no additional charge  Arrangements will be made to pick up the defective item(s) at no charge to the buyer. If the defective item(s) are not returned after arrangements have been made, the buyer will be charged for the additional item(s) that were sent.


Non-Defective items
If you choose to return non-defective item(s) or cancel an order that has already been shipped, you will not be reimbursed for the shipping cost and there will be a 10% restocking fee deducted from your refund. You will receive a 90% refund of the item(s) cost only if it is returned in good condition. The buyer is responsible for the return shipping costs for non-defective item(s).