ATTENTION OUT OF THE WOODS CUSTOMER: Our goal is to deliver a WOW! customer experience, however, there are limits to what can be done with NATURAL products. In order to ensure this, we ask that you review and sign this checklist and statement of our policies as part of your order. PLEASE READ the following CAREFULLY and initial next to each item indicating your understanding and agreement. Thank you in advance for your assistance.
MATERIAL
Characteristics of Natural Stone and Quartz: Stone and Quartz products vary in coloration, thickness, shading, marking and texture. Natural stones may have small pits, fissures, and dull spots. Lighting conditions and installation areas will affect the appearance of the countertop surface. Stone slab thickness can vary by approximately 1/8″. This does not mean the stone is defective; it is a natural characteristic of the stone and quartz products. Natural stone products may have fissures and may be filled with an epoxy resin. Fissures are a natural part of the heating and cooling of stone during its formation. Fissures will not expand or grow over time and are a natural part of a stone’s beauty.
The same can be said for natural wood products. Variances in the grain, including knots, will vary greatly from various types of wood (Alder, Hickory, Walnut, Maple etc.) and is perfectly normal and does not mean the finished product is defective. The natural characteristics make it unique and enhance the natural beauty of the finished product. Although rare, wood products can swell or contract with temperature changes resulting in minor splits or cracks.
Samples: Natural stone and quartz samples are representative only and should not be solely relied upon for final color selection. Samples are small pieces from a large diverse slab. Current material stock should be viewed to determine final selection. If you have ANY concerns on stone color, veining, spots, or other natural characteristics, it is HIGHLY recommended you personally select your stone slab. Basic 8 material is purchased in bulk to offer the best value and as such, slab selection is only available for an additional fee.
The ability to select wood products is not available, as the finished product can be very different from the raw material. Depending on the wood type and the selected finish, not all finished pieces will look the same. Each piece is unique to its natural state, and any finish work will either enhance, or in the case of toner (paint), completely cover, natural characteristics. Except for toner (paint), natural wood products will never look exactly the same. Out of the Woods strives to reduce the variances in the finished product, however there are limits to what can be done and still maintain an affordable option for our clients.
Material selected from vendors (NON-STOCK): In the case of stone, materials selected by customers from slab vendors are the responsibility of the customer. Customers assume full responsibility for the color, shading, veining, pitting, fissures, and polish of the material selected. Please note that non-stock material is NOT warrantied through Out of the Woods.
Darker stone materials (black, grey, browns etc.) that have a honed, antiqued, brushed, leathered or similar surfaces are the most difficult materials to fabricate because it will show buffer marks and oils from fingers on the surface of the finished product. Slabs may show long “W” marks from this process. slight imperfections and scratches, along with oils, will be much more noticeable with these surfaces. This is normal with this product and is not a defect in material or fabrication.
Marble, soapstone, sandstone and other similar materials are softer stone products and as such, the chances of scratching, bruising, etching and chipping are very high. Out of the Woods will do everything we reasonably can to fabricate, deliver and install these types of materials, but the client may not hold Out of the Woods responsible for defects or imperfections related to/or as a result of the natural characteristics of the material selected.
Seams: Placement of all required seams is at the discretion of Out of the Woods. Maximum sink run length is 96″ for Natural Stone materials. Natural stone and Quartz countertops seams will have varying degrees of visibility and seam width will vary from stone to stone. Out of the Woods does not warranty seams that separate due to settling of cabinets or building foundations.
Vein Direction: During the cutting process, Out of the Woods will consider the vein movement and direction and will attempt to produce a finished product with vein patterns running in one direction. Customer acknowledges that due to the project layout, the variety, size and inherent characteristics of the stone, consistent vein movement and direction may not be achieved in some areas. Customer may set an appointment to determine the placement on slabs for a fee.
Time Window: Out of the Woods will call to schedule the countertop templating date within 48 hours of the order, assuming the job is ready to template. All field template and installation dates will be scheduled directly with the customer with the understanding that a 2-hour window of the time for arrival will be given. (Ex. 9-11am) The job will be completed during normal business hours unless unforeseen circumstances occur. The arrival window may change during the day of installation in which case the customer will be notified; please keep the entire day available.
If Out of the Woods did not supply the cabinetry for the project, for countertops, cabinets must be plumb, level, flat and secured to the walls and/or floor: The finished countertop must lie flat within 1/8″ to eliminate stress on the corners, cut-outs and seams. It is the responsibility of the customer to ensure that the cabinets are plumb, level and flat. All cabinets must be permanently installed (set and level) prior to the date of scheduled template. An Out of the Woods template professional will inform customer at the time of template if a problem exists.
Adequate Support: The surface type and material thickness dictate the amount of overhang permitted on a countertop. The countertop can support the following overhang over a 24″ base cabinet without additional brackets or corbels: 6” (2 CM Granite Countertop), 10” (2 CM Quartz Countertop),12” (3 CM Granite Countertop), 12” (3 CM Quartz Countertop). At least 70% of the total countertop must be supported by cabinets, an island, etc. All overhangs in excess of those previously mentioned will require brackets or corbels. All support brackets and corbels must be installed prior to the field template. For large overhangs, Out of the Woods recommends a weight bearing corbel every 30″ to 36″ for an overhang larger than 12″. Out of the Woods is not responsible for structural supports (brackets, corbels, or other support) for the stone.
Removal of Existing Countertops: Out of the Woods will use a digital templating system for all templating. With this system templating may be done without removing the existing countertops and appliances. However, when templating with the existing tops in place, not all imperfections can be found during templating (inadequate support, walls not straight or cabinets not level, etc.). If Out of the Woods is hired to remove existing countertops, the tops should be cleaned off prior to tear-out. Out of the Woods staff will need a reasonable area to work in and accessible walkways to the project area. Some incidental damage may be done to existing walls (removing backsplash tile typically causes some drywall damage) and cabinets during countertop tear-out. Out of the Woods is not responsible for this damage.
What to Expect: Installation
Removal of Appliances & Plumbing: If applicable, Prior to removal of old cabinets and/or countertops and installation of new cabinets and/or countertops, all appliances, sinks and faucets must be disconnected and removed (cooktops, ovens, etc.). Out of the Woods will not remove or install appliances or plumbing fixtures. Out of the Woods templaters and installers do not provide any type of carpentry, plumbing or electrical services. Once the cabinets and/or countertop has been installed, it is the customer’s responsibility to reconnect the plumbing and electricity in the kitchen.
Apron Front Sinks: Apron and farmhouse style sinks must be installed correctly by the customer prior to the date of field template.
Project Design: ALL DECISIONS regarding material, edge profile, sink, faucet placement, cooktop or stove, backsplash and countertop design MUST be made prior to the date of template. The Out of the Woods templating team cannot make or change any design decisions without salesperson notified of changes, and subsequently changed on the estimate. Specifications and model numbers for items to be mounted to the countertop must be given to Out of the Woods staff prior to the template. Out of the Woods will not secure dishwashers.
Customer Authorization: When applicable, the customer, or a designated decision maker 18 or older, MUST be present during template, and will be responsible for approving all the details of the countertop. The field template supersedes all previous drawings. These template drawings are used to determine final pricing and are available upon request. After the countertop has been installed, the customer (or designated decision maker, 18 or older) MUST be present to inspect the countertop.
Slabsmith: After completion of the template the Out of the Woods programming department will perform a computerized layout of your project. The purpose of the software is to demonstrate the vein movement and color variation throughout the countertop (not the actual color of the slab). Our computer program is very accurate; however, there is a range tolerance of (+/- 1″) within the cutting table and software program and inherent conditions may cause some variance in the final piece produced. If a Slabsmith layout is requested and has not been approved or signed off on, then the install date will be rescheduled pending sign-offs.
INSTALLATION
Installation and Safety: For safety reasons children and pets must be kept out of the work area or leave the residence for the duration of the install. Out of the Woods is not responsible for children or pets. Out of the Woods employees will not remove their shoes in customers’ homes for safety reasons.
Incidental Damage: Final wall preparation (i.e. painting, wallpapering, etc.) should not be completed prior to installation if at all possible. Extreme care will be exercised during the cabinet and/or countertop installation (and tear out if applicable); however, scrapes, punctures or dings to wall surfaces or cabinetry are possible and sometimes necessary in the work area and occur from time to time. These items are considered incidental damage and are the customer’s responsibility to repair. Our installers may roll all material in your home on a rubber wheeled cart. If you need protection on your floor, please make sure you have covered the floors PRIOR to our installers’ arrival.
Existing Countertops and Mirrors: For countertops that are being replaced, Out of the Woods will not guarantee that the new countertop or backsplash will cover previously covered areas or the old caulk lines. We recommend that existing mirrors be removed for the best results for vanities. If the mirror is not removed, Out of the Woods will cut the backsplash approximately 1/8″ below the bottom of the mirror and then shim the countertop so that there is a minimal gap between the mirror and the top of the backsplash. Some wall patching and touch-up paint may be required in these situations. Out of the Woods is not responsible for mirror damage during tear out when the existing counter tops are installed tight to mirrors. Out of the Woods is not responsible for any touch-up or patching of walls.
Full Height Backsplash: If the project includes a full height backsplash, customer will still see a small gap between upper cabinets and the full height splash. The upper cabinets and range/hood microwave combinations must be installed prior to the templating appointment. Out of the Woods is not responsible for removing and/or replacing electrical outlets and switches.
Sink Installation: If a customer is supplying their own sink, it is the customer’s responsibility to ensure that their sink fits in the sink base cabinet. Out of the Woods strongly discourages the use of top mount sinks as undermount sinks. Out of the Woods typically allows approximately 3/16″ (+/- 1/16″) of countertop overhang on kitchen sinks and 3/8″ (+/- 1/8″) on vanity sinks.
Cancellation/Returns: Once stone has been cut or cabinets started, no returns are possible. Special order sinks and faucets, cabinet accessories and pulls that are cancelled will incur a restocking charge. If you are unable to keep your templating or installation appointments, please give us as much notice as possible.
What to Expect: Cabinet and/or Countertop Installation
Cleanup: Installation of a cabinets and/or countertops is a construction process and some residual dust should be expected. The customer may want to drape or cover the areas to contain the dust to the construction area. The job-site will be left in broom clean condition.
The installation process with either cabinets or countertops may involve more than one visit. This may be due to adjustments to fit and finish, cabinetry touch-up, scribe or moulding, skins etc. This is perfectly normal, and Out of the Woods strives to minimize these circumstances. Out of the Woods also strives to complete these adjustments as quickly as workloads allow.
Gaps: If the walls where backsplash mounts are not straight and plumb, gaps will exist behind your backsplash. Overhangs may vary but are typically installed at 1 1/2″ overhang on the cabinet fronts (measured from the cabinet face, not from the door or drawer fronts) and 1″ on the sides or ends. Please note that there will be a gap when installing a tile backsplash that will be +/- 3/16″.
PAYMENT TERMS
Deposit: When applicable, Customer agrees to provide a deposit of 50% of the total invoice price upon signing this contract. After receipt of the deposit and signed contract, Out of the Woods will contact Customer to schedule the project within our schedule.
Balance of Invoice: Customer agrees to pay the balance of the invoice at substantial completion (this is prior to contracted final plumbing reconnection) unless Customer and Out of the Woods have previously agreed on credit terms. Changes and/or additions to the project scope, such as adding backsplash, additional faucet holes, a window sill, or an additional top, do not delay or remove the obligation to pay the balance as defined above. Additions, if any, will be treated as a new order. Delays caused by customer and/or others, such as other sub-contractors, which creates situations where parts of the project cannot be completed, do not delay or remove the obligation to pay (such as remaining cabinet work, paint work, etc.). Late payments will accrue interest at 1 ½ % per month. All bankcards (debit, credit) payments are accepted with a 3% convenience fee.
Returned checks: Customer agrees to pay a $35 fee for all returned checks.
Trip Charges: Customer agrees to pay Out of the Woods additional trip charges of $150 per additional site visit needed for reasons not caused by Out of the Woods and for cancellation of agreed upon scheduled template dates and scheduled installation date without a 24-hour notice. This includes instances when the templater/installer arrives at the job site and ALL the conditions outlined above are not met, or additional trips are necessary due to fixtures, built-in items or cabinets are not installed prior to the scheduled template/install date, or plumbing fixtures or appliances that have not been removed prior to the scheduled install date.
Final Pricing: Initial order is an estimate of the projected price of the countertop project. The final price will be determined after the field template has been completed.
ALL bank cards, including debit, will be charged a 3% convenience fee when used to make an initial deposit, final payment or any incremental payment for my project. Payments made by cash or check will not be subject to this fee. This fee is for the convenience of using bank cards in all of their forms for transactions with Out of the Woods.
WARRANTY
Out of the Woods guarantees that the material will be free from fabrication and installation defects for the time that the original purchaser owns the space. Out of the Woods will repair or replace, at its option, without charge, the material if it fails during the term of the warranty due to any fabrication or installation defects. This warranty excludes damage caused by settling of the structure, improper use or maintenance of the material, and chips, dents, dings, water damage occurring after installation. No implied or expressed warranty of merchant-ability or fitness for a particular purpose is granted by this warranty except as expressly stated herein and Out of the Woods shall not be liable for any loss or direct, consequential or incidental damages from the use or inability to use the material as stated herein. The foregoing warranty shall not apply to any labor or materials furnished by third parties, including the disconnection and/or re-connection of appliances and/or fixtures during the measuring and tear out process. Our full warranty information is provided to any prospective client at the initial consultation.
