PRO’S FAQS

PROCESS QUESTIONS

Where do I find my sales rep?

Your local sales rep can be found by going to the “Find Your Rep” page where you can view the list of local FLOFORM staff, or you can send a request by clicking “Request a FLOFORM Rep.” Or you can call 877.FLOFORM and be directed to the appropriate person.

What is a CSR?

CSR stands for Customer Service Representative, who will guide you through the purchasing experience with FLOFORM. You send your quotes and orders directly to the CSR, who will take care of your project for you. To find your FLOFORM CSR, contact your local FLOFORM office or FLOFORM Sales Rep.

Does Floform sell to retail customers?

FLOFORM is a multi-tiered service company and will sell direct to customers who come in for countertop replacement projects. As a Preferred Partner, you will be recommended to customers in your service area.

Do I need an account to buy from Floform?

You do not need to set up an account to purchase from FLOFORM. We do recommend having an account, as we offer additional services and discounts for people with a Business or Preferred Partner account. See the “Become a Partner” page in the “For Pros” section of FLOFORM.com or contact your local FLOFORM Representative for more information.

Do we need multiple accounts to purchase in multiple cities?

If you are situated in multiple cities as FLOFORM is, and have an account with FLOFORM, we do set you up with multiple accounts. However, you do not have to process an additional credit application if payments come from the same location. We just need to confirm office address and billing address for administrative purposes.

Can we send customers to your showrooms?

Yes. Our partners send their clients daily to our showroom for inspirational and selection purposes. Feel free to let us know if you’re sending clients in; our staff is glad to assist all visitors to our showroom. If any pertinent information is decided or discussed, our staff will forward that info back to your offices.

If I send my customer to your showroom, will our price be protected?

Yes. Although we deal with the retail public, our staff is trained to ask the appropriate questions so that we do not price your customer’s jobs. Additionally, we offer you a competitive price to protect you, our partner.

If I partner with Floform, can I sell any brand or just what you promote?

FLOFORM has taken the time to ensure that you and your customers are provided with the most reliable and highest-quality in countertop materials and accessories. Although we do have access to other brands, we encourage you to stick with our offerings, as we are able to guarantee a better result and longer-lasting product with our current brand selections.

Will Floform only fabricate and install brands you prefer?

FLOFORM can fabricate any countertop materials, but we prefer to work with our preferred brands.  We have selected these brands to ensure that consumers are provided the best products and services for their home. In the end, we want people to love the kitchen they live in, and our preferred materials provide you the best opportunity for a happy consumer.

Why has Floform selected a few preferred materials to sell?

FLOFORM maintains an industry-leading standard by working with top quality, industry-leading materials. Through rigorous research and analysis, FLOFORM selected our preferred materials, and we have found that these materials are reliable and lead the industry in quality and design for countertops.  These are our findings, and we maintain this standard to ensure the consumer gets the best product and service in the industry. In the end, we want people to love the kitchen they live in and this provides you the best opportunity for a happy consumer.

What are the benefits of becoming a Floform partner?

FLOFORM understands that there is more to business than just price and product, and we want to make sure our business clients feel appreciated and satisfied. Being a partner provides you with opportunities for generating new leads, effectively closing more sales, receiving enhanced customer service, and maintaining a closer relationship with an industry professional. See “Become a Partner” online, or contact your local FLOFORM Rep to get started today.

What are the benefits of becoming a Floform preferred partner?

When you become a FLOFORM Preferred Partner, we provide a commitment to you with personalized services and unique selling advantages. See “Become a Partner” online and click on “Preferred Partner,” or contact your local FLOFORM Rep to get started today.

What is the turnaround time for quotes and orders?

FLOFORM commits to a turnaround of 24-48 hours for quotes and orders for all Kitchen and Bath Pros.  Although we consistently try to meet the 24-hour turnaround time, some projects take more time to process and quote. For commercial projects, contact your local FLOFORM CSR, as times may vary due to size the of the project.

How much notice is needed to book a template?

FLOFORM is committed to booking templates 1-2 weeks from day of notification. This can vary at peak season (spring and fall). The more notice the better, as the more advanced notice you can provide for when your project will be ready for template, the quicker we can get out to measure and process the work. It is not recommended to leave this to the last minute, as scheduling problems may arise.

Can we provide our own template?

We recommend using a FLOFORM template specialist, who will ensure fit and finish, and warranty coverage is guaranteed. FLOFORM will not install third-party templated work. If you feel that your own template fits snug and is 100% accurate to the job, we can use it; however, you will need to install the countertop.

What is the turnaround time for supply and install of countertops?

Depending on the type of countertop, production times will vary. For post-form and flat-lay countertops, the average production time runs 7-12 working days. If you have ordered laminate tops to be installed, the average lead time is 2-3 weeks. Solid surface, granite and quartz countertops are an installed product only, and the average lead time (after template) for production and installation runs 3-4 weeks. If you have ordered a custom color in laminate, solid surface or quartz, be advised that ordering in a non-stock color will add to the lead time. Contact your local representative for lead times on specific materials and projects.

Can we get certified to install our own countertops?

FLOFORM is always looking for new Preferred Partners, and as a Preferred Partner you have the opportunity to become a certified or Licensed Install Associate. FLOFORM commits to educating and training our partners to become the best countertop service companies in your marketplace.

SELECTION QUESTIONS

How do we get samples and displays?

Your local FLOFORM Rep will be able to assist you with any samples and display requests. If you need immediate assistance, select “Request a FLOFORM Rep” or call our local office for assistance.

Do you sell sinks and faucets?

Yes. For every customer we offer the option to purchase sinks and faucets with your countertops. We offer competitive pricing so that you do not have to go through three or four different suppliers to get a countertop produced and installed. This way you and your team don’t have to scramble to find the fixtures at template or make sure they are on site for install.

Why do you only sell Cambria?

As a part of our service to our partners and consumers, FLOFORM looks to provide the best purchasing experience, and we have found that Cambria has the best designs and a very reliable product for a home. Cambria is the leading quartz product in the market, and as a Lexus Partner with Cambria, FLOFORM looks to maintain the standard of excellence we offer you today. See “Why Cambria” for more information.

Why select specific materials to sell?

FLOFORM looks to provide you with the best purchasing experience in the market. We feel that in order to achieve this we need to provide the best materials and service. The materials we have selected to sell are industry-leaders in their respective categories. See “The FLOFORM Advantage” for more information.

What sinks and faucets do you offer?

KOHLER is the preferred supplier of sinks and faucets for FLOFORM. However, with materials such as laminate and solid surface, there are sinks specifically made to fit the materials. Hence we offer Corian and Karran sinks to fit in their respective materials. See “Finish the Look” for more info on sinks and faucets.

LAMINATE QUESTIONS

Can I put an Undermount Sink in Laminate countertops?

With the use of an attached solid surface ring, select sinks can be undermounted to laminate countertops with an accent. If you are looking for a seamless solution for your customers, the best option would be to purchase a Karran Edge Series sink, which can be mounted directly to the laminate for that seamless look. See “Finish the Look” for more details.

Can you repair a damaged Laminate Countertop?

Laminate is a thin material and requires proper maintenance. Unfortunately, chips, burns, cracks and scratches cannot be repaired, and a replacement countertop is recommended. Please see our Care & Maintenance tips for preventative maintenance of laminate countertops.

QUARTZ QUESTIONS

Will the Countertop have a Laminated Edge and do I need a Sub-Top?

The thickness of all our standard quartz edges is 3cm. This provides an edge that requires no sub-top buildup and no seamed edge lamination. We do offer custom edges with a stacked look or bulky edge, and those could require a sub-top, which will be determined at template.

What is the size of a Quartz Slab?

The industry standard for a quartz slab is 55” x 120”. Useable material in a slab is 52” x 118”. Today there are select designs of quartz made in jumbo slabs (70” x 144”). See “Technical Info” online for more info.

Can I have an Integrated Sink with my Quartz Countertops?

There are no standard integrated sink options available for quartz in the market. For quartz countertops we recommend a KOHLER cast iron or stainless sink. For custom manufactured sink requests consult a local FLOFORM Pro.

Will Quartz vary in color?

Quartz countertops are composed of 93% natural quartz. Variation in the natural stone (quartz) color, pattern, size, shape, and shade are inherent and unique characteristics to be expected with quartz products. Today with the wide array of designs in quartz, color and pattern will vary.

SOLID SURFACE QUESTIONS

Do Solid Surface (Corian) Countertops need a Sub-Top/Buildup?

FLOFORM supplies standard buildup support for solid surface materials. This is included in the design of the countertop, but is always evaluated for best fit and finish at the time of template.

Will Solid Surface (Corian) Countertops mark or stain?

Corian is made of a high quality acrylic material and is stain resistant and very durable, but not 100% impervious to marking, staining or scratching. Since Corian is nonporous, stains are usually surface stains and can be buffed out with a Scotch Brite pad. Cracks are rare but are can be caused by repeated heat stresses (e.g., placing a heavy pot of boiling water directly on the countertop). The advantage of Corian is that it is renewable and repairable, so if anything happens to your Corian, the countertop can be refinished to look almost as good as new.

Will Solid Surface (Corian) Sinks stain or crack?

Corian sinks are made from the same high quality acrylic material as the countertops. They are stain resistant and very durable but not 100% impervious to staining or cracking. Since Corian is nonporous, stains are usually surface stains and can be buffed out with a Scotch Brite pad. Cracks are rare but are can be caused by repeated heat stresses (e.g., pouring a vat of boiling pasta into a colander) so we recommend tempering your sink by running hot water from the tap before pouring boiling water down the drain.

SINK & FAUCET QUESTIONS

Who removes the old Sink and Plumbing?

FLOFORM has service techs that will remove old sinks and plumbing at install of the countertops. If you need somebody to handle this work, contact your FLOFORM CSR and schedule this service with your project.

Who installs the Sinks and Faucets?

All plumbing fixtures can be installed by FLOFORM if you do not already have a service tech for the job. FLOFORM will always ensure that the fixtures fit. Be sure to confirm that you want them installed when placing the order, as this service will require more time on site at install.

Who hooks up the Plumbing?

All plumbing fixtures can be installed and hooked up by FLOFORM if you do not already have a service tech for the job. FLOFORM will always ensure the fixtures fit. Be sure to confirm that you want plumbing hooked up when placing the order, as this service will require more time on site at install.

TEMPLATE QUESTIONS

How do we prepare for Templating?

If there are specific details to be considered, let us know and we will attach it to our paperwork for the templaters. Please ensure the jobsite, including cabinets and countertops, are cleared prior to the template specialist’s arrival. All sink info should have been provided to us prior to booking a template, or you can have all sinks, faucets, soap dispensers, hot/cold water dispensers, cooktops, dishwashers, refrigerators and any other appliances on site. Also, a decision-maker over the age of 18 (preferably the homeowner) must be present for the templating process, which lasts approximately 2 hours.

Does the homeowner need to be at Templating?

FLOFORM recommends that the homeowner is home at every stage of the purchase experience, as there could be important decisions to be made and we need to ensure that we have their approval before the job is fabricated.

How long will it take for Countertops to be made?

Depending on the type of countertop, production times will vary. For post-form and flat-lay countertops, the average production time runs 7-12 working days. If you have ordered laminate countertops to be installed, the average lead time is 2-3 weeks. Solid surface, granite, and quartz countertops are an installed product only, and the average lead time (after template) for production and installation runs 3-4 weeks. If you have ordered a custom color in laminate, solid surface or quartz, be advised that ordering in a non-stock color will add to the lead time. Please speak to a FLOFORM Rep for lead times on specific materials.

INSTALLATION QUESTIONS

How do we prepare for the Installation of new Countertops?

Ensure the jobsite, cabinets and countertops are cleared prior to the installation crew’s arrival and have all sinks, faucets, soap dispensers, hot/cold water dispensers, cooktops, dishwashers, refrigerators and any other appliances on site and out of the way. If appliances and fixtures are existing, please have them disconnected and removed to prevent any accidental damages. Because the material is awkward and heavy, we request that a clear path with lots of room is provided and that the workspace is vacant. Finally, a decision-maker over the age of 18 (preferably the homeowner) must be present for the duration of the install, which lasts approximately 3-4 hours.

Do you remove the old Backsplash?

FLOFORM will remove old backsplash if requested by the customer at the time of placing the order.

Can we install Countertops?

At FLOFORM we offer a full service experience that includes installation of countertops. We do offer a certification program to train and certify your company to install countertops. For the purpose of safety, fit, finish and warranty, unless you are certified, we recommend having FLOFORM install as they are fully certified and covered. FLOFORM always recommends taking advantage of our highly trained and experienced staff. Our service crews are both equipped and prepared for installing any of our materials, and they are fully insured.

Will there be a mess at installation, and will it be loud?

As you are likely aware, there is always noise and a mess when remodeling a home. While we take the utmost care while installing your countertops, there are loud tools required to complete the job. We have dust collection systems but no installation process is 100% dust free. You may want to drape or cover areas to contain the dust to the construction area. We will leave the job-site in “broom swept” condition. Additionally, chemicals are often used in the installation process. Epoxies and other glues can have a strong odor but are not a health concern with an open window.

Is the Sink installed by the crew or do we need a plumber?

All plumbing fixtures can be installed and hooked up by FLOFORM if you do not already have a contractor for the job. FLOFORM will always ensure the fixtures fit. Be sure to confirm that you want plumbing hooked up when placing the order, as this service will require more time on site at install.

Why does the homeowner need to be there for Installation?

FLOFORM recommends that the homeowner is at every stage of the purchase experience, as there could be important decisions to be made, and we need to ensure that everybody is satisfied with the work completed. If the customer has given you the rights to approve the work on site, let us know ahead of time.