11339 Georgia Ave • Wheaton, MD 20902 • phone: • fax: 240.483.4975
Thank you for choosing Counter Culture to template, fabricate and install your new countertops. We will do our best to delight you with our service, workmanship, and quality product. Please read the following carefully as it is incorporated by reference in its entirety into the final contract for your countertop.
Step 1: The Process What is requested of you?
• Be an informed customer! Please read this document completely. This first section has important general specifica-tions that are important to know prior to your template appointment. Some additional details will be discussed further below. We want you to be completely satisfied and have the best possible remodel experience. We will do everything we can to help in this process, but please let us know if you need anything explained. There are differences in Natural Stone and Engineered Quartz materials. One is not better than the other, but it is important that you understand the differences between them. If you see something on a drawing or somebody uses a term that you are unfamiliar with, please ask for clarification.
• Discuss your expectations with your Project Manager and Measure Technician! This is probably the most important step in the entire process. Having the person who is responsible for making design choices and decisions at the template appointment will eliminate delay and any possible misunderstanding. If you have seen something in a magazine that you would like to see in your own kitchen, please have the photo or article available for the template appointment. We can accommodate any design features as long as they are industry standard and planned with safety and support in mind. Some labor intensive custom features will add to the cost of the final product.
What you can expect from Counter Culture?
• An initial quote based on dimensions or drawings that you provide, which is an estimate of the anticipated price of your countertop project. Keep in mind that this is a quote and the amount may change depending on the final measure-ments, changes to the specification or job site conditions.
• Access (during our normal business hours) to our professional, courteous and knowledgeable staff to help you with your project. You will be assigned one project manager to work with you from start to finish of your project.
• Industry leading fabrication and installation turnaround times. Important Information
• We encourage you to select the Natural Stone for your project over 25 square feet. There are several places available to select material, including our own showrooms. You can select the actual slabs that will become your new countertops. It is not customary to physically select the slabs for any of our engineered quartz stone products, as they are man made and fairly consistent from one slab to the next.
• Natural Stone (Granite, Marble and Soapstone for example) will have naturally occurring pits, fissures and other surface features that are inherent in certain colors. Large pits and fissures will be filled with resin at the quarry. This is considered normal and characteristic of Natural Stone. Some colors will exhibit more of these surface characteristics than others. These features will be more visible in direct sunlight compared to artificial lighting. Please ask your project manager for clarification on this if you have any questions.
• Stain sealers are only effective on polished granite countertops and the stain warranty referenced in the natural stone literature is only valid for polished granite.
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• Marble is a beautiful countertop surface that has been used for hundreds of years. It is also very delicate and proper expectation is important before deciding to use it in your project. Sealers do not keep marble from staining. The marble countertop will patina and age over time as the surface etches and softens with use. Scratches and bruises will develop to create a unique countertop surface that is unlike anything else. If you have concerns about using marble in your project, there are several Quartz engineered surfaces that are made to mimic the look of marble.
• Quartz Surfacing is engineered stone (Silestone, Viatera and other Quartz Surfacing) are manmade materials that require no sealing. These materials come with stain warranties as well. Some of the colors (limited selection) come in polished, textured and matte finishes. The matte, textured and certain flat and monochrome color options require more maintenance than the polished versions and will exhibit visible surface imperfections with daily use. Some of these marks may not be able to be removed. Please ask which colors may be affected if this is of concern to you.
• Natural Stone comes in many grades and we only purchase 1st quality material from our suppliers. The price groups that we use at Counter Intelligence for the different colors have nothing to do with quality. The “Group A” slabs are 1st quality material and our “Group E” slabs are 1st quality material. Slab pricing is based on the material cost to us. Some colors will fall outside of our normal group pricing.
• Engineered slabs are priced based on the amount of time that the manufacturer has to spend setting up the fabrication and the amount of different pigments and materials they use to create a particular color or pattern. Again the “Group A” materials are of the same quality as the “Group E” materials.
• There will likely be seams in your countertop. Seams can be seen and felt. Please review seams with your sales-person or the Measure Technician. We will indicate the most likely location of your seams when your countertops are measured. However, we reserve the right to change the location of the seams while we are fabricating the tops to match grain flow or avoid areas of the slab that are not suitable for the rigors of the manufacturing process or transportation. • The surface type and material attributes along with the thickness of the slab dictate the amount of unsupported overhang permitted. In general, no more than 10” of countertop can overhang your cabinets without a corbel or support bracket. (In some instances because of the structure of the material selected an overhang of 6” is the limit.) However, at least 70% of the total countertop must be supported by cabinets or other solid structure. (Cutouts for sinks and cook-tops in peninsulas and islands limit the maximum unsupported overhang as well). There are other factors to consider when looking at support options. Ask your Measure Tech or Project Manager if you need suggestions or ideas on how to support large or unusual overhangs or bar tops. We refer customers to www.federalbrace.com for metal support options and www.tylermorriswoodworking.com for wood options. We are not affiliated, but these companies make a great product if one of the options we offer are not right for your project.
• Countertop fabrication cannot be rushed. We are proud of the investments that we have made in our technology and systems that allow us to create custom countertops faster and better than anyone else in the industry. It normally takes two (2) full days for a job to track through our production shop. We will begin fabrication of your countertops as soon as we receive final signoff from you and the material is here at our facility. Large projects, projects in delicate materials such as Onyx or some Marble or projects with lots of labor intensive design features such as Mitered and Built-Up Edges, Drain Boards or Flush Mount Appliances and Sinks will require longer than normal fabrication times. Often five (5) full days to fabricate. Please ask your salesperson for clarification on the process and if it affects your particular job. • We do not recommend trying to reuse drop in (top mount) sinks or faucets. Even when exercising caution, older drop in sinks and faucets that are installed are often damaged when trying to remove them. If you would like to reuse a faucet or drop in sink, we ask that you have them removed prior to the install. If you need us to do it, we ask your understand-ing that we cannot be liable for replacunderstand-ing them if they break durunderstand-ing the removal.
• If your cabinets are not level, we will use shims between the top edge of the cabinets and underside of countertop to make the countertop level. This may create a gap that will need to be filled in with caulk or wood trim. We can provide this service however; additional charges may apply. We offer a cabinet leveling service with our Master Carpenters for an additional charge based on the scope of work. The countertop must be installed level for warranty compliance. • Waste Material from the sink or cooktop cutout is not part of the finished product and is not included in the job. The raw unfinished pieces are sharp, heavy and difficult to handle. Part of the square foot cost is the fabrication and labor to polish the pieces we install in your home.
• If you live in a High Rise: The size of the elevator determines the maximum length and width that your countertop pieces can be. Work schedules are governed by the guidelines and rules of the association or managing entity. • Full height backsplashes (stone splashes that cover the entire wall up to the upper cabinets) are always installed in a second trip after the countertops are installed. Always within a week of the countertop install. We take the measure-ments of these pieces at the install to make sure the pieces will fit accurately. Often during the install a countertop may need to be raised or lowered with the use of shims to make the countertop level. This would change the dimension of
the backsplash piece. This is the case with backsplash that needs to be fabricated to a very specific height to fit under a window ledge or bar countertop as well.
• Tile backsplash provided by Counter Culture are also installed on a second visit by a tileinstall crew.
• Final wall preparation (i.e. painting, wall papering, etc.) where the countertop is installed should not be completed prior to installation. Care will be exercised during countertop installation; however, scrapes, punctures or digs to wall surfaces are possible. These items are considered incidental damage. However, if we really damage your wall or cabinetry we will repair in a timely fashion.
Step 2: The Template Process What is requested of you?
To prepare for the Template appointment, please remember that:
• To prevent any delay or misunderstanding of expectation, the customer (or designated decision-maker over the age of 18) should be present at the time of templating, and be responsible for approving all of the details of the countertop such as: color, edge profile, location of seams, radius corners, backsplash heights, etc. If a decision maker is not on site at the time of template, it could take an additional visit to your home or an additional visit from you to our showroom or store to go over design features before we can begin give the final price for approval prior to fabricating your countertop. • All base Cabinets including end panels must be permanently installed (secured to walls and/or floor) and level to within 1/4” to eliminate stress on the seams, corners, and cut-outs. Cabinets that will rest on top of the countertop must be installed after the installation of the countertop.
• Existing Full Height laminate backsplash (backsplash that covers the entire wall from countertop to upper cabinet) should be removed or we will not be able to template. If you paid to have us remove your countertops, you should schedule the removal of the backsplash before the template appointment.
• Existing countertops (if applicable) should be cleared of all items and moved to another room.
• New cabinetry without countertops should have all items that sit above the cabinet height moved to another location. • Clear access to move around in the area we are measuring.
• Access to a power and adequate lighting in the area we are measuring.
• Appliance garages and sink cabinet should have their contents removed to another room.
• Expect the appointment to last for about an hour for a kitchen of average size, longer if there are multiple areas or the kitchen is very large.
• Any items that are to be mounted on the countertops should be on the jobsite prior to template. This includes appliances such as cooktops, slide in ranges, and support brackets.
• Sinks and faucets should also be on the jobsite if not supplied by Counter Culture. Some sinks that are included as part of your order may be supplied by us. Ask your project manager.
What you can expect from Counter Culture?
• Time Window: Your Template and Installation dates will be scheduled with the understanding that a 3 hour window of the time of arrival will be given. You will receive a courtesy phone call approximately 30 minutes before we arrive or you will receive a phone call if there is going to be any delay. Expect the template appointment to last 1 hour from the time of arrival for a normal size kitchen and longer if there are multiple areas.
• We will verify your layout and create a digital template precisely capturing the dimensions of your cabinets and walls. • Our Template Technician will review the design and confirm details with the person on site including Color, Edge, Appliance and Cutout specification, design and items that may need to be addressed such as support or access issues. • If new cabinets are installed, we will determine if your cabinets are level and can support the new countertop. We will also inform you whether we need to shim your countertop during installation or whether your cabinets have to be re-set or re-leveled. (If cabinets are not permanently installed, or severely out of level we may be unable to template and a return trip scheduled)
• If you have existing cabinets with the countertop still installed, he will only be able to determine the level of the tops to a certain degree. There may be additional leveling or support issues that arise once the existing countertop is removed. This happens rarely and can be addressed at the install of the new countertop – usually in the same day.
• If Counter Culture is selected to Tear out, Disconnect, and Reconnect your plumbing (if available), we will check to see that your shut-off valves are in working order and up to code.
Step 3: The After-Measure What is requested of you?
• If the decision maker was on site at the template appointment to approve details and sign documents, you will receive a drawing and the final pricing for your countertop project within 48 hours. There could be a delay if there was no decision maker on site. Some decisions may need to be finalized before the final quote can be created. Documents will be sent to you or your store for approval before the final can be created. Please review these documents.
• In many instances this will be identical to your original estimate; however, the actual size of your new countertop determines the final price. If the measurements of the template are different from what was used to draft the estimate we will adjust the pricing accordingly.
• The actual square footage may be less than our estimate. However, additional charges may apply for leveling cabinets, plumbing compliance or additional labor associated with the job – items that we were unaware of prior to the site visit. • Please review the location of the seam(s). Seams can be seen and felt. Seams are necessary when: the run is longer or wider than the actual slab we are working with, our ability to maneuver through your house is impaired, the grain flow of the stone that you have chosen will look better and/or the top is to be set between two walls or cabinets. Please remember that during the fabrication of the tops, the shop may find imperfections that will require the location of the seams to change. This can be due to many factors but it is very rare and will only be done if absolutely necessary. • Sometimes seam locations can be revised or removed, but not always.
• Please sign the quote and drawing and fax or email your approval of the final pre fabrication documents. What you can expect from Counter Culture?
• We will answer any questions about the design, layout and scheduling of the last part of the project. • We will work with you to make revisions that you request, if the revisions are possible.
Step 4: Fabrication
Once we receive the final sign off and approval from you or your store and the materials are at our location, we will begin fabrication of your custom countertops to the specifications created during the template and sales process. The
fabrication time is typically 48 hours through our shop for a standard countertop. Custom items such as built up edges, drain boards and milling down thickness will take longer. Please ask your project manager for specifics of custom labor details.
Step 5: Installation
Preparation for your countertop installation What is requested of you?
Note: in some areas Counter Culture offers Tear Out and Reconnect plumbing Service the same day as installation for an additional charge– you will not have to schedule anyone else and you will have a working kitchen the same day! Please note: One day service does not apply to jobs with “Full Height Backsplashes or Tile Backsplashes” see below. The fee for this service is in addition to the installation of the countertop.
• Children and Pets must be kept away at all times during the installation. Along with the heavy countertop pieces, Power Tools and other items we will be using to complete your install we will be using adhesives that may be harmful to animals until they “cure” or dry. Once dry, typically 1 to 2 hours after use, the adhesives stop emitting fumes entirely. Birds can be especially susceptible and should be moved to another part of the house. Some slight residual smell can linger for a few hours after the install but is not harmful.
• Unless Counter Culture is contracted to remove and Haul away your existing countertops please have your
existing countertops removed and out of place prior to our arrival. Plumbing, gas, and/or electrical connections may be required if you are planning on doing this yourself and you should plan accordingly.
• Please cover living areas to contain dust. We use precaution and dust collection methods during the install process but they are not completely effective. Dust will be created during the installation. You may want to drape plastic in the doorways to other rooms and cover electronics, furniture and artwork as well. We will clean the install area to “broom swept” condition after the install but you should expect some residual dust after we leave.
• Please remove all base cabinet contents and your drawers to another room.
• Provide clear access to the area. If it has recently snowed or the walkway is icy, please clean and clear the area we will need to walk on to carry the countertop pieces into your home. Due to safety issues we cannot carry countertop pieces on icy walkways.
• Provide power for our tools and water for cleanup.
• After Installation is completed, inspect the installation and sign the approval form.
• Enjoy your new countertop! We do recommend waiting 24 hours before using the sink to allow the caulking to dry. What you can expect from Counter Culture?
• Counter Culture will arrive within the time window or you will receive a phone call to notify you of the delay. • We will protect floors in the work area.
• We will make our best efforts to complete your installation in one day.
• If your Installation includes a full-height backsplash, the backsplash will be measured after the countertop installation is complete and will be installed approximately one week later.
• Plumbers and Electricians providing services purchased from Counter Culture (where available) will arrive as
separate crews after the countertop is installed. • We will leave the area in broom swept condition. Miscellaneous:
Cancellations: Template appointment cancellations require (1) business day prior notice during normal business hours. Installation appointment cancellations require (3) business days prior notice.
Trip Charges: Trip charges will be assessed if appointments must be rescheduled due to 1) Failure to give required Cancellation Notice or 2) Failure to meet all job site conditions required for the Template/installation appointment.
Returns/Refunds: Countertop orders are considered special orders that are custom made (e.g. uniquely altered, color matched, shaped, sized, or otherwise uniquely designed or fitted to accommodate the requirements of a particular space or environment). The order is non-refundable and can not be cancelled once fabrication has begun.
11339 Georgia Ave • Wheaton, MD 20902 • phone: 240.821.5257 • fax: 240.483.4975
