Process - Our Policy
1. Lead Times:
The completion or installation date quoted is our best estimate of when your order will be completed. THIS IS NOT A PROMISE! Backorders do occur. We will do our best to complete your project as quickly as possible, pending availability of slabs.
2. A job site is ready for template when:
All necessary appliances including cooktop, down draft, stove, sinks, faucets, soap dispenser, hot water dispenser, or any other pertinent items are on site. Any item that requires a cut in the stone will be taken (if necessary) at the time of template (except cooktops, only specifications will be required) and returned at the time of installation. If Marble City Company has to make an additional trip to the job site due to the job site being unprepared to complete some work at the site, additional fees may apply (min $ 150).
3. Viewing and Approving Your Slabs:
Your slabs should be viewed and approved before template and before the contract is signed. Material from outsite of our shop MUST be approved and placed on hold with the supplier prior to us placing the order for your slabs. Marble City Company will hold your slabs until time of fabrication.
The home owner (or designated decision-maker over the age of 18) MUST be present during the entire template process. This person will be required to answer questions pertaining to seaming, corner radius, overhangs and “special designs” on island, etc; therefore it is recommended that this person is familiar with the project.
We have priced your order based on measurements that you have provided. If the field measurements are different, we will adjust accordingly.
All appliances (including dishwashers, stove/cooktop,floor to ceiling cabinets and refrigerators), MUST be in place at the time of template. We are not responsible for the moving of appliances, furniture or personal items stored in the cabinets. If it’s necessary for our templators/installers to move appliances, furniture or personal items stored in cabinets we will NOT be responsible for damages.
7. Removal of old tops (Demolition):
Installation of natural stone surfaces does not include removal of old tops unless agreements have been made for us to do so. If we are installing your new top in an existing kitchen, there may be unfinished areas of your wall or cabinets that will be exposed and/or covered by your new top. We DO NOT finish these areas. If we do a demolition of an existing countertop and there is a mirror (bath area) which has to be removed, the owner has to remove that mirror. If the owner wants us to remove the mirror, we will not be responsible if the mirror breaks. We do not reinstall mirrors - this is the customer's responsability.
8. Plumbing and Wiring:
Plumbing and wiring is not included in any installation. We are not plumbers or electricians by trade. We cannot disconnect your sink when removing old tops and we are NOT responsible for any leaks or damage. We will NOT reconnect sinks or cooktops. Under-mount applications will be cutout, polished and drilled to accept mounting brackets. Cutouts for drop-in sinks and cook tops will be completed on the job site and dust is to be expected.
The home owner (or designated decision-maker over the age of 18) MUST be present during the entire installation process.
10. Incidental Damage:
Final wall preparation (painting, wallpaper, etc) should NOT be completed prior to installation if at all possible. Care will be exercised during the countertop installation, however, scrapes, punctures or digs are possible. These items are considered incidental damages and are the customer’s responsibility to repair.
Placement of seams is at the discretion of the fabricator. Seams will typically vary from 1/16” to 1/8” and will be visible to the eye or touch. Color coordinated epoxy will be used to form the seam and blend in with countertop. Even though a customer is consulted with respect to the seam location, the fabricator reserves the right to adjust if needed.
12. Installation Approval:
After the product has been installed the customer or (designated decision-maker over the age of 18) MUST be present to inspect the countertops. At installation a customer approval form will be provided to the customer for their signature, confirming they are satisfied with the quality, fit and damage free condition of countertop.
Installation is considered a construction project and residual dust should be expected. The customer may want to cover adjacent areas to contain the dust to the construction area. The job site will be left in broom condition.
Marble City Company provides a 5 year warranty on our fabrication and installation of your countertop, we do not cover damages caused by customer such as dropping something on the counter, scratching the counter, etc.)