Shopping CartSolidSurface.com FAQ's
What are your hours of operation and how do I contact SolidSurface.com?
Our hours are from 8am to 5pm 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. 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.
House Premium
Full set of samples
A full set of House Premium samples (quantity 52, 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
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
Corian® - http://www.coriansamples.com
Select Grade - http://www.coriansamples.com (look for the sample with the similar name. NOTE: the sample may not exactly represent the Select Grade Color)
Avonite - http://www.avonitesurfaces.com/designCenter/requestSamples.asp
LG HI-MACS - http://www.lghimacsleads.com/cgi-bin/WebObjects/sampleorder.woa/wa/lghimacs
How is the Material Delivered
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, 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.
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.
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 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.
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 following links for maintenance tips and sanding & polishing instructions.
http://www2.dupont.com/Surfaces/en_US/products/corian/corian_care.html
http://ezinearticles.com/?Cleaning-And-Care-Of-Corian-Countertops&id=579254
http://www.thejanitorialstore.com/public/423.cfm
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 there 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, Overstocked, Discontinued and Surplus solid surface material? What about Select Grade?
There is no difference, all of these designations are for Premium Grade sheets except for Select Grade.
Premium Grade
The solid surface material is currently in production and should be available on a continuous basis.
Overstocked
Excess premium full sheet material from manufacturers, distributors, and/or fabricators.
Discontinued
Premium 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.
Surplus
Also known as remnants, drop-off, or fall-off, surplus items are premium 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).
Select Grade
Select grade material does not qualify for the premium 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.
Does the material have a warranty?
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.
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 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.
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. It is imperative to inspect the material before accepting it. Once you have signed for the material and take it from the freight terminal, you are fully accountable for it. See more about our accepting or picking up freight material.
Business Delivery with off loading equipment or a loading dock (No additional cost)
The freight truck will bring the materials to the business address. It is imperative to inspect the material before signing and accepting it. See more about our accepting or picking up freight material.
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. It is imperative to inspect the material before signing and accepting it. See more about our accepting or picking up freight material.
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. It is imperative to inspect the material before signing and accepting it. See more about our accepting or picking up freight material.
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 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.
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 and how many mixing tips 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 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.
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.
How do I find someone in my area to build my project?
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.
Do you have any information on how to make a seam or other fabrication information?
Yes. Please view this video from Intergra adhesives http://www.integra-adhesives.com/video4.html. 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://www.solidsurface.com/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
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 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 policy?
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. Please read accepting or picking up freight material
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. 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 after SolidSurface.com delivers the goods to the carrier or during the shipping of goods.
Non-Damaged items
If you refuse a shipment that is not damaged, 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. The restocking fee for sinks is 25% and the customer is responsible for the return shipping cost of the sink.
Damaged surplus pieces
Surplus pieces are not considered damaged if they arrive with scraped edges or small pieces broken from corners since those blemishes are considered a possible characteristic of surplus material due to the repeated handling of the pieces.
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).
Where are you located?
The corporate office for SolidSurface.com is located in Tucson, AZ. Please note that as we work with warehouses all over the United States, the majority of material ordered will be coming from alternate locations.
