1: When I'm given an arrival window for my measurement and/or install does that mean you will arrive at the beginning of the time frame and be completed by the end of the time frame?
A: No! We give those windows as an estimated “arrive between” window. We will try to arrive at your project site during this window. We try stay on time as much as possible, but sometimes things arise at another job site that is beyond our control and may cause us to be at that job site longer than expected. We will do our best to call and let you know if that happens and that we may be arriving later than our expected window, but if you do not get receive a call, feel free to call our office to see what might be the delay and what your new ETA window may be. We feel this is the best way to go about the scheduling so we don't give people windows of 8am-8pm like so many other repair, cable, and delivery companies do.
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2: Who disconnects my plumbing and electrical connections before you come to remove my existing counter tops and/or install my new counter tops?
A: We are not licensed plumbers or electricians. Therefore, we cannot disconnect your plumbing or electrical connections. All plumbing and electrical connections need to be disconnected BEFORE we arrive on the job site. If you have paid for us to remove and dispose of your old tops but wish to keep your old sink or faucet, YOU will have to have them unattached from the old tops before we arrive. If left still attached to your existing tops, we will dispose of the sink and/or faucet along with the tops.
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3: Can you re-connect my plumbing and electrical connections?
A: We are not licensed electricians or plumbers. Therefore, we cannot make electrical or plumbing re-connections. When we leave your home the sink is fully installed on (or under) the counter top, but a plumber or the homeowner will have to re-connect faucets and drain lines the next day after all the adhesives and caulks have fully cured. To re-connect your plumbing to your new sink, you may be required to purchase new drain lines.
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4: Can I cut on my granite/quartz counter top?
A: Only if you want to ruin your good knives. Granite and quartz are harder than your knife blades and will dull them very quickly. You may also, over time and extensive use, dull the finish of your counter tops by using it as a cutting surface. Always cut and chop on a wooden or plastic cutting board.
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5: Can granite crack?
A: Not with ordinary use. Granite is most susceptible to cracks during shipping and installation. Normal use will not overstress this durable material. Normal use does not include standing on the counter tops nor hammering/pounding directly on the counter tops. However, granite is a product of nature and contains weak spots, hairline cracks, pits, and fissures. These are common in most granite, especially on the surface and edges. Additional cracks may appear after installation, particularly due to settling of the home. We do not provide compensation should your granite counter top crack after installation due to settling.
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6: Can you scratch granite/quartz?
A: Granite and quartz are both one of the hardest stones in the world. It is highly resistant to scratching in ordinary use. It can, however, be scratched by another piece of granite or with specially sharpened tools designed to work with granite like tungsten and diamond blades.
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7: How do you clean granite/quartz?
A: Warm soapy water with a soft rag will do the trick. You can always use cleaners specifically formulated to help clean and protect stone surfaces as well. Never use abrasive scrubbers.
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8: Will my granite look like the sample?
A: Granite is a natural stone created by the forces of nature. It is composed of various minerals and is susceptible to wide variations in color, texture, spotting, veining and cracking. These variations are expected and are the source of its natural beauty. Therefore, no sample piece or showroom slab can completely represent the changes found throughout a particular color of granite. If you select a color that has a lot of movement and varies in color, let your sales representative know that you prefer one particular section over another and they will try their best to accommodate your request. Due to inventory limitations, there may often times be no choice in the particular color/pattern you've requested.
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9: Why are some granite/quartz more expensive than others? Are the higher priced counter tops stronger?
A: No! It is simply supply and demand and rarity of color. More attractive stones are in higher demand and if they come from a distant land in small quantities the price will be higher. Some of the toughest stones are also quite cheap and some of the most expensive can be very fragile. Also note that all natural stone contains small “pits” to varying degrees. These are simply small voids between grain boundaries and some of the most expensive stones can be full of them.
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10: Will my counter tops have visible seams?
A: Most granite/quartz installations will require at least one or more joints called seams. During layout and design, we will try to minimize the number of seams required. Additionally, our care in manufacturing ensures that edges fit together very tightly to help lessen the appearance of visible seams. You will however be able to see and feel all granite/quartz seams.
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11: Will my granite be sealed by you?
A: Your granite will be sealed prior to installation by the quarry. However, we recommend that you re-seal your granite counter top the day after installation because we do not know how long that sealer has been on the stone. You can purchase a water-based granite sealer at any large box store. After the initial seal please follow manufacturer's direction on the bottle of sealer you purchase.
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12: Is there a chance that my walls will be dinged during the installation of my counter tops?
A: Yes. Your project site is considered a construction site during the entire process of your project. Since granite/quartz does not flex, in order to install your new granite/quartz counter tops you may have damage to your walls and they may need to be touched up at your own expense. Sanyuan will do everything we can to minimize any potential dings, but occasionally damage does occur to the sheetrock and/or paint.
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13: Will the underside of my counter tops be smooth like the top?
A: No. We do not touch the top of the surface of the granite/quartz. It comes to us from overseas like you see it in our showroom. We do not touch the underside of the counter tops either. For added edge work, we will mimic the existing edges of the counter top, but we do not polish the under side of the slab.
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14: How should I prepare for counter top installation?
A: Follow directions below:
• Access: Granite/quartz counter tops are extremely heavy and installers need clear access to entry ways. Please have your walkways and driveways as clear as possible.
• Floors: Please remember that your project site is a construction site and will have heavy traffic during the course of your project. It is your sole responsibility to protect all walkways/floors from any potential damages.
• Dust/Protection: Please remove any breakable items in cabinets/installation area and cover items to protect them from dust. Granite/quartz installation can create a lot of dust. Our installers do try to control the mess the best they can, but please remember that your project site is a construction site and it is by definition a messy business. Even though we do our best to lessen the dust it is the responsibility of the homeowner to remove/protect any soft glide hardware or anything they feel the fine granite/quartz dust will damage. We will vacuum up our mess, but do not wipe down the cabinetry.
• Cabinets: We recommend that you empty the cabinet under the sink because we will be fitting your new counters for your sink and need access to the area in the cabinet. Please remove any breakable items and cover items to protect them from dust.
• Faucets: Please have on-site and ready any faucets, soap dispensers, hot water taps, disposal switches, reverse osmosis spigots, and any other items that need to be drilled into the counter tops. Your plumber will NOT be able to drill extra holes.
• Sinks: Please have all sinks ready to hand over when requested. This will be either the measurement or installation day.
• Cook Tops: Please have the cook top on-site and ready for our crew to measure.
• Dishwashers: May be in its final position with fronts protected/covered from any potential damages or in an adjacent room that is not receiving new counters.
• Refrigerators: Must be on-site and moved out of its final position with fronts and sides protected/covered from any potential damages.
• Stoves: Must be on-site and moved out of its final position with fronts and sides protected/covered from any potential damages.
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15: My new pre-fab counters do not touch the back walls completely. Why is this?
A: For 2CM pre-fabricated 26" deep (or 25-1/2" deep for 3CM) counters, the counters will only cap over standard 24" deep base cabinets with a 2" front overhang. The overhangs must match the front of all cabinets, so any areas deeper than 24" will not be covered. These gaps are often due to walls being un-plumb and un-square. This also applies to cabinets not only 24" deep or for counters 26" deep - please contact a sales representative for further explanation.
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16: How should I take care of my cabinets?
A: Remove dust from cabinets frequently with a soft lint-free cloth. The cloth may be slightly dampened with water. Clean spills immediately. Use a clean cloth and mild soap if necessary. Wipe dry with a clean soft cloth. Do not use detergents, citrus or ammonia based cleaners, steel wool, soap pads or abrasive cleaners. Care should be taken that cabinet finishes are not exposed to heat in excess of 174 degrees Fahrenheit. Do not place or mount small appliances beneath Wall cabinets. The appliances (e.g., coffee makers and toasters) can produce excessive heat, which can damage the cabinet finish.
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17: Why are there color, grain, etc. variations in my cabinets?
A: While every effort is made to match wood grain as closely as possible, no two pieces of wood are exactly alike, even from the same tree. These differences in natural color and grain mean that each piece will respond differently to the finishing materials used. For example, close-grained woods absorb less and will vary in color from more open-grained pieces from the very same tree. It is these variations that contribute to the beauty and distinction of quality wood products. Exposure to sunlight, smoke and chemicals may cause some materials to fade or vary from their original color over time. This is why cabinets, doors, drawer fronts and accessories added at a later date may not exactly match cabinets installed now. For the same reasons, door samples or displays may not represent the exact color of cabinets received at the time of shipment. All cleaning agent instructions should also be carefully reviewed before application. Due to changes that occur from natural and environmental factors a cabinet is exposed to over its lifetime, Sanyuan Cabinets & Granite cannot be responsible for variations that occur in the finish of cabinets as they age.
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