Frequently asked questions
Congratulations on the investment of your new, stone countertops!
As you are anxiously awaiting and preparing for the template and installation of your new, stone countertops; there a few items we would like to share with you to ensure a smooth process.
Please see below…
On the day of your template/ installation, we do our best to give you an accurate time we will arrive at your home. It is very difficult to provide you with an exact time as weather conditions, cabinet installs, sites not being ready and prepared, and any unforeseen circumstances will play a factor on how our daily schedule unfolds.
We thank you in advance for your patience and understanding as we place the utmost importance that your countertops are fabricated and installed to exceed the highest of standards.
Homeowner or representative must be on- site for both template and installation appointments.
Large appliances, cook tops, sinks, and faucets must be on-site for template unless agreed upon.
Please make sure our Deluxe Team has ample room free of any restrictions and pets put away.
All cabinetry in place including any panels/ gables – if new cabinets being installed.
Absolutely no modifications can be made to cabinetry placement after template.
Ensure countertops are removed and level. If this is not done, we may re-schedule your template appointment and be charged a service fee of $150.
After your new tops are in, we will leave the area tidy and ask that you note there may be dust left behind as part of the installation process.
Upon completion of your installation, we ask that you carefully inspect your countertops to ensure they meet your expectations.
Final payment on your invoice is due on installation date. We offer credit card payments over the phone, cheque, e-transfer, or in person at our Deluxe Showroom.
You will be provided with stone/ sink (when applicable) care tips for the maintenance of your beautiful new Deluxe countertops!
Should you have any questions or comments; please do not hesitate to reach out to us
Daily cleaning use mild soap and water or approved stone cleaner
Wipe up spills immediately
Always use a cutting board – DO NOT cut directly on your countertops
Place a cutting board or other hard surface object underneath toaster ovens, crock pots; and other hot items to prevent discolouration / thermal shock (cracking)
AVOID use of harsh cleaners such as ‘magic easer’ or any abrasive cleansers
AVOID use of products such as ‘Lysol Wipes’ as this could affect the finish on your quartz surface
AVOID extreme weight or blunt force/ pressure on your countertop as it may chip stone
Always use soft, clean cloths to clean and dry your countertops
Daily cleaning use mild soap and water or approved stone cleaner
Wipe up spills immediately
Always use a cutting board – DO NOT cut directly on your countertops
AVOID use of harsh cleaners such as ‘magic easer’ or any abrasive cleansers
AVOID use of products such as ‘Lysol Wipes’ as this could affect the finish on your quartz surface
Always use soft microfiber cloths to clean and dry your countertops
Your granite is polished & sealed prior to installation. Deluxe Granite recommends using a granite sealer once a year to help repel spills on the surface
Both granite and quartz are stain-resistant but should staining occur please try the following:
VIM cleaner with micro crystals or regular dish soap Apply cleaner on the stain and allow to sit for a minute or two then gently rub into the surface with a micro-fibre cloth or fingers
Apply cleaner on the stain and allow to sit for a minute or two then gently rub into the surface with a micro fibre cloth
Pure rubbing alcohol
Acetone (not nail polish remover) You can purchase from hardware store. Add end bracket after the word remover and add bullet to rubbing alcohol
Deluxe Design Center will cover, at no charge, the following up to one week (7 days) from your date
of installation:
Any stains that are not removable AFTER the homeowner has tried the suggested cleaning/ stain removal methods provided e.g., VIM, pure acetone etc.
Scratches and chips on surface or profile edges
Beyond this 7-day period, all repairs are subject to a service/ labour charge
Any issues following the 7-day warranty period that are considered normal wear and tear will be invoiced out according to the specific repair and labour/ time involved to correct. If the repair is out of town; a travel charge may be applicable. Natural characteristics in all granite slabs consist of normal variations such as but not limited to the variation in gloss, colour, size, shape and pattern distribution, tone of background, and natural fissures (granite only). These variations are considered natural and normal attributes of the stone.
Warranty up to one (1) year from installation date
All labour
Seams
Sink installation (not plumbing related)
Silicone / Epoxy applications
Sinks & faucets purchased through Deluxe Granite will be under the specific Manufacturer’s Warranty Guidelines
Items not covered by warranty or beyond the 1 year of install date and subject to fee for
service:
Normal wear and tear such as chips and scratches as a result of everyday use
Excessive force / pressure • Standing on or near any applicable overhang areas
Excessive loading or dropping of heavy objects on the countertop
Appliances specs that have been changed after template appointment or countertop not fitting properly because appliances were not on site at template
Natural settling of home resulting in seam shifting
UV damage (Quartz only) when used in outdoor applications which is not recommended
Use of non- approved cleaning products e.g., Magic Eraser
Discolouration or peeling silicone
Excessive impact/ misuse and abuse of stone material
Re-mounting of sinks where excessive weight and/ or misuse has occurred
Thermal shock or discolouration due to heat/ hot items being placed on the quartz
** WARRANTY INFORMATION FOR SPECIFIC QUARTZ MANUFACTURERS AVAILABLE UPON REQUEST**
Q: What do I need to have ready before templating the countertop area?
A: There are several things you can do to prepare for your Deluxe countertop templating:
1. All new cabinets must be permanently fixed in place with all panels installed and levelled.
2. Remove any obstructions from the area and put pets away.
3. Have all sinks on-site, if supplying own sink.
4. Have all faucets and any other fixtures to be used on-site e.g., garburator/ reverse osmosis system
5. Have fridge and stove on-site, including downdraft if applicable.
6. Have any grommets on-site e.g., a grommet would be used to finish holes cut for wires and cables in computer desks.
7. Ensure all brackets (if required) are installed PRIOR to your template appointment.
Q: I am doing my own tear out, what do I have to do to get ready for the installation?
A: The existing laminate top must be removed, and cabinets leveled. Sinks, faucets, brackets, garburators, etc. must be uninstalled and all relevant plumbing disconnected. Gas lines and hard-wired cooking appliances must be disconnected and moved out of the way. Additional prep work may be required and will be assessed by our Deluxe Team.
Q: How long does it take before my countertop is installed?
A: Our goal is to process and schedule your countertop for fabrication and installation as quickly as possible. Turnaround times may vary from project to project and can be better determined once we have evaluated your specific needs. To avoid delays, ensure you are ready for templating.
Q: How do I choose the right sink?
A: The most important thing to consider when selecting a new sink is whether it will fit the sink cabinet. Many sink manufacturers will indicate the recommended minimum cabinet size for their sinks. Below are some general guidelines for selecting a sink, however, fit and placement will be confirmed by Deluxe Granite after your countertop area has been measured.
Undermount sink: The entire sink must be able to fit inside the cabinet, including the flange that runs around the outside edge. Some oversized sinks require deeper than normal cabinets to allow room for the faucet and fixtures.
Drop-in sink: The bowl(s) must fit inside the cabinet (left to right); the finished flange will sit on top of the countertop. Vessel: Typical installation requires vessel sinks to fit the area of the countertop. However, since vessels are often custom fit, it is recommended that you consult your Deluxe sales representative to verify fit.
Apron: Apron sinks must fit inside the cabinet (left to right). All apron sinks MUST be installed prior to template appointment.
Q: Who will mount the sink?
A: The Deluxe Team of Installers will look after mounting and sealing undermount sinks only on-site. Cast iron undermount sinks will be initially mounted by Deluxe however, we recommend additional support be built to reinforce the installation. Mounting of all Apron sinks are the responsibility of the client and must be completed prior to templating.
Q: How is the sink mounted?
A: Epoxy resins, silicone, and/or under mounting brackets may be used. Some projects require different methods or additional substructures.
Q: Who hooks up the faucets and sink drains?
A: The hookup of all drains, faucets, sink fixtures, cooking appliances, garburators, grommets, etc. are the responsibility of the client. Our Deluxe Team will dry-fit items such as faucets and cooking appliances to ensure proper fit. We can refer you to a contractor to tear out old countertops and take care of the disconnect and re-connect your existing plumbing. Ask our Deluxe sales consultants for details!
Q: How much support do I need for free overhang areas?
A: Generally, we recommend support for overhangs depending on the type of stone chosen. Individual brackets should be positioned with no more than 24 inches between supports. As support requirements may vary from project to project, some exceptions may apply. Please consult your Deluxe Sales Representative for details on your specific situation.
Granite / Quartzite requiring support brackets – any overhang greater than 10”
Quartz overhangs support brackets – any overhang greater than 12”
Q: Do I need joints/seams, and will they be noticeable?
A: The location of countertop and/or backsplash joints is dependent on various factors including slab size, material type, access into job site, and job lay-out. The epoxy used to glue joints together is matched as close as possible to the exact colors in your specific countertop; however, seams are still noticeable by touch and sight. At Deluxe, we take care to make seams as “invisible” as possible as we have extremely dedicated and skilled install professionals.
Q: Is it okay to watch the progress of the template and/ or installation?
A: Once our Deluxe Installers begin installation of your countertop, the area becomes a work site and safety becomes a concern, not just for the workers but for all the people in your home. You are welcome to view the progress from time to time but for safety reasons we ask you to give the installers enough room to complete their work without interruption. This often means leaving the room in which the installation is occurring.
Q: Do I have to be present at the time of template and installation?
A: Yes, we do require the homeowner or representative with signing authority to be present at the template appointment and upon installation completion. At template, this gives you a chance to ask any questions and make any changes (if needed) to overhangs etc. Your final invoice will be determined by the templated measurements.
Q: What exactly do Deluxe Granite Installers do/not do?
A: Our Deluxe Installers will:
Be courteous and treat your property with respect
Affix all stone countertops to your cabinetry
Perform seam work as required
Mount and secure undermount sinks
Dry fit appliances and fixtures
Clean up after themselves
Our Deluxe Installers will not:
Perform finish work on trim or cabinetry
Hook up plumbing, electrical, or gas
Remove upper cabinets and appliance garage