Customer Service & Frequently Asked Questions
- What are your hours of operation and how do I contact SolidSurface.com?
- What is the best way to make special requests from SolidSurface.com?
- Do the colors of your online swatches accurately portray the color of the actual product?
- Do you have samples of the solid surface products?
- How is the Material Delivered
- Do you have outlets or stores?
- What can solid surface material be used for?
- Can SolidSurface.com handle larger quantity orders, such as 50, 100, 300 or more sheets?
- What is the best way to keep my solid surface polished and clean?
- Can I send you pictures of my completed project?
- Are there any industry related websites, organizations or magazines that SolidSurface.com is affiliated with?
- What is the distinction between Fully Stocked, Overstocked, Discontinued and Partial Sheets of solid surface material? What about Select Grade?
- Does the material have a warranty?
- Shipping costs, Delivery Charges, Delivery and Pick-up Requirements
- Do I have to be a licensed fabricator to purchase solid surface material?
- How do I know which adhesive to buy?
- Why should I purchase more than one adhesive mixing tip?
- How much adhesive and how many mixing tips should I buy for my project?
- Do you provide a non-profit discount?
- How do I find someone in my area to build my project?
- Do you have any information on how to make a seam or other fabrication information?
- How do I fix cracked or broken pieces of solid surface? How do I restore existing counter tops?
- Are there any DIY manuals or general product information that I can access through the web?
- How do I get my surplus listed on SolidSurface.com?
- What is your return policy?
- Where are you located?
- Do you take credit cards? Other methods of payment?
Our hours are from 8:00 am to 5:00 pm PST (11-8 EST) 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 be reached by using one of the methods on our Contact Us page. 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.
Visit our Contact Us page to make 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.
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.
SolidSurface.com offers samples of the House Premium line of solid surface material. Because our inventory changes frequently, we don’t offer samples of other brands of solid surface material. See below for links to some other manufacturers.
Full set of samples
A full set of House Premium samples (quantity 41, 4"x 4" 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 of House Premium are $10 each including shipping. For every 2 individual samples you purchase, you will receive a 3rd individual sample for free as long as they are all shipped at the same time. 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.
Contact us at 888-715-3007 for samples of House Premium.
Links to Samples From Other Brands
Select Grade http://www2.dupont.com/Surfaces/en_US/where_to_buy/order_a_sample.html (look for the sample with the similar name. NOTE: the sample may not exactly represent the Select Grade Color)
LG Hi Macs http://www.lghi-macs.com/orderSamples.html (ordering website under development)
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, and 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.
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.
Partial Sheets or Solid Surface (Surplus)
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.
At this time we do have one outlet or stores at 4011 E Columbia St #105, Tucson, AZ 85714. Other wise, sales are done online and products are shipped via UPS or Common Freight Carriers.
Solid Surface material is used primarily for kitchen countertops and bathroom vanity tops. Because of it properties, it can be worked like wood with wood working tools tipped with carbide. When 2 pieces are glued together the seam disappears so long as the seam is tight. If it is scratched or damaged, it can be repaired since it is the same color throughout. Solid surface can also be heated and thermoformed into 3 dimensional shapes. Below are applications in various industries:
Commercial applications--Walls, reception work surfaces, desktops, conference tables, cubicles, elevator wall surrounds, and restroom wall dividers can all be made from solid surface.
Food Service: Health departments approve of solid surface for food preparation areas since it is nonporous and does not support bacterial growth.
Health Care Facilities: Solid surface is non-porous, durable, attractive, easy to clean and maintain and can be fabricated into a comfortable environment for patients.
Educational/Scientific/Industrial: Solid surface is excellent for laboratories, clean rooms, organizational and library shelving, desk surfaces and clean rooms.
Yes. Depending on the availability. Click the heading at the top of the page called "Commercial Qty Lots" and what we currently have available will be displayed.
Absolutely, We would love for you to send photos that we can post in our gallery.
Are there any industry related websites, organizations or magazines that SolidSurface.com is affiliated with?
SolidSurface.com is a member of ISFA (http://www.isfanow.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 Fully Stocked, Overstocked, Discontinued and Partial Sheets of solid surface material? What about Select Grade?
There is no difference, all of these designations are for Top Grade sheets except for Select Grade.
The solid surface material is currently in production and should be available on a continuous basis.
Excess full sheet material from manufacturers, distributors, and/or fabricators.
Solid surface material no longer in production by the manufacturer. This material comes from manufacturers, distributors, and/or fabricators and specific colors are not available on a continuous basis.
Also known as surplus, drop-off, or fall-off, remnants are Top Grade solid surface pieces of varying sizes left over from fabrication projects from warehouses and fabrication shops all over the country. (Note: Remnants are sold as is. These pieces are typically in "like new condition" but may have scratches, scrapes and chipped corners).
Select Grade Select grade material does not qualify for the Top Grade designation because it is a slight bit off the color specification desired by the manufacturer either because of the base color or the decorative flecks embeded in the base color.
Our solid surface material does not come with a manufacturer, or SolidSurface.com, warranty. However, should you hire a certified fabricator for your project, they may offer a warranty for their work. If their certification is approved by us and they use our House Premium material, we offer a 10 year limited warrantied that covers manufacturing defects in the material itself. Be sure to check with your fabricator to see if they offer a warranty on the fabrication and if they are certified as a solid surface fabricator by DuPont, Avonite, LG-HiMacs, Staron, Formica or some other well known solid surface manufacturer.
SolidSurface.com uses standardized shipping and handling rates to calculate the shipping cost of full sheet material. These standardized rates, which are intended to reduce costs to the customer, were determined using historical shipping data. See more about our accepting or picking up freight material.
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. Select the appropriate delivery location options from the list below, and contact us if you have additiona questions or concerns. It is imperative to inspect the material before signing and accepting it.
Freight Truck Delivery Location Options:
Freight Terminal Delivery (No Additional Cost)
Commercial Delivery (No Additional Cost)
Limited Entry Situations ($90 Additional Cost)
Residential Delivery ($135 Additional Cost)
Metropolitan Area Delivery Fee ($65 Applied to Shipping Price)
Most partial pieces are a half sheet (72" long) or less and weigh 70 pounds or less. They are custom packaged individually and shipped via UPS standard or ground.
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. At times personal pick-up is possible, but it is on a case by case basis.
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.
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)
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 your 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, dispensing larger than 1/4" beads and calculation errors. Several tips per cartridge are usually needed. You should only glue as much material together at a time as you can easily place and clamp. Each time you set the adhesive gun aside for 15-20 minutes the glue in the tip of the mixing tube will harden and you will need a new tip when you dispense adhesive again. Leaving the mixing tip in place with the hardened end is good as it keeps the adhesive in the cartridge fresh and away from air.
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.
Whether you use a fabricator, cabinet maker, or other skilled contractor 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, or other skilled contractor, may be the best choice. You may be able to save money by buying your material from SolidSurface.com and having a someone else 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. Cuts can be made by using carbide tipped woodworking tools. If you are an accomplished do-it-yourself-er (DIY), you should be able to produce a quality product.
Yes. Please view this video from Intergra adhesives http://www.integra-adhesives.com/en/tutorials. This can be beneficial to watch as it helps to understand how to make a seam. 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://solidsurface.com/index.php/tools-supplies/adhesives. 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
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://solidsurface.com/index.php/tools-supplies/adhesives. Check out the this video from Intergra adhesives http://www.integra-adhesives.com/en/tutorials 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 .
Please click on "Ideas & Guides" above and select "Instructional Guides" for manuals about how to fabricate solid surface material. Keep in mind that these manuals are for professionals that use tools that you may not have access to. As you read the manual and you come across these situations, remember, they used to do it without all the fancy equipment but rather worked with tools similar to what is available to you.
General Return Guidelines
For all applicable items, once your item has been inspected and signed for at the time of delivery, the time frame for a possible return is 10 business days from the day your order is delivered or received. If you wish to return an item, you must contact our customer service department at 888-715-3007 to determine if the item(s) are returnable. If so, you will be given an RMA (Return Material Authorization) number and instructions. If you ship an item back without obtaining your RMA number, you are not eligible for any refund.
It is the responsibility of the buyer to fully inspect the material at time of delivery. Please read accepting or picking up freight material
Returns Qualifying for Full Refund
Wrong Solid Surface Material, Color or Size
If it is determined that SolidSurface.com shipped the wrong material, color or size, replacement material will be shipped to you at no additional charge (subject to availability). You can choose not to have the material replaced and you will be refunded 100% of the material and shipping costs. You will need to repackage the incorrect material for return shipping and we will pay and arrange for the return shipping. In no event will SolidSurface.com be liable for any loss or damage, including but not limited to lost profits or incidental or consequential damages that result from the incorrect shipment.
Defective or Damaged Adhesive Guns, Mixing Tips, Abrasive Kits and Accessories, Counterbalance/Island Bracket, Sinks and Sink Accessories
Defective or damaged 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. In no event will SolidSurface.com be liable for any loss or damage, including but not limited to lost profits or incidental or consequential damages that result from the defective or damaged items shipped.
Returns Qualifying for Partial Refund
Solid Surface Material
- A piece of solid surface material that varies in color slightly from manufacturer samples, color images on the internet or printed media
- Although it is uncommon, surplus pieces may have scraped edges, small chips broken from corners, or light scuff marks on the top surface.
- Refusing a shipment that is not damaged, or cancellation of an order that has already been shipped.
If you choose to return an item for one or more of the above reasons, you will not be reimbursed for the shipping cost and there will be a 15% restocking fee deducted from your refund. This means you will receive an 85% refund of the item cost only, if it is returned in good condition. You are responsible for the return shipping cost.
Non-Defective or Non-Damaged Non-Solid Surface Items– Adhesive Guns, Mixing Tips, Abrasive Kits and Accessories, Counterbalance/Island Brackets, Sinks and Sink Accessories
If you choose to return non-defective or non-damaged 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 15% restocking fee (25% in the case of sinks or sink accessories) deducted from your refund. You will receive an 85% (75% for sinks and sink accessories) 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). Adhesives and Router Bits may not be returned for the safety of all of our customers, please see policy below.
Return Guidelines-Vanity Tops
Once a custom vanity top has been put into production, the specs can’t be modified nor can the order be cancelled. The customer is not eligible for any refund for the cost of the vanity or the shipping.
It is the responsibility of the buyer to fully inspect the vanity top at time of delivery. Please read accepting or picking up freight material
Return guidelines – Adhesives and Router Bits
Adhesive may not be returned, even if unopened; unless it was damaged in transit or in the event we sent the incorrect color. Because we are unable to verify the conditions of how it was stored, however temporarily, we cannot resell a product that has any potential to impact the quality of the adhesive bond. Please understand our no-return policy on adhesives is in place to insure reliable adhesive for all of our customers, and we apologize for any inconvenience as a result.
Router bits, once shipped, are not returnable. Because we are unable to determine if a product has been used, we cannot resell it to another customer as new. This no-return policy is in place to protect all of our customers who order router bits.
The corporate office for SolidSurface.com is located in Tucson, AZ. At this time we do have one outlet or store at 4011 E Columbia St #105, Tucson, AZ 85714. Please note that as we work with warehouses all over the United States, the majority of material ordered will be coming from alternate locations.
We accept most major credit cards, mailed checks, e-checks, money orders, ACH bank payments, or wire transfers for most online and phone orders. For orders over $5000, we charge an additional 1% of the order total to use a credit card, including tax and shipping, or alternatively we do not charge extra for the other methods listed other than credit cards. Please contact our customer service if you have additional questions, or would like to arrange payment.