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Working Hours:
Monday – Friday 8:30am – 4:30pm EST
Saturday 10:00am – 5:00pm EST
Sunday – Closed
Our goal is to keep you well informed. CountertopsHD is an Authorized Service Provider for The Home Depot, contracted to Sell, Furnish, and Install your stone countertop project. We provide Home Depot customers and Pro Exra Contractors with quality material and exceptional customer service regarding sale, fabrication, measure, and installation. We work directly with Home Depot Kitchen Designers Pro Exra Contractors, and Order Specialists to fulfill your countertop order.
Congratulations! You’ve taken the first step toward beautifying your home for years to come! During the duration of this exciting process, our team will communicate with you through email and/or phone to aid in the completion of your new countertop project in just 7 simple steps. Continue reading to learn more about our process and what to expect.
*Estimate square footage using your own measurements.
Throughout the process, you will receive communication containing important information about your project. You will receive an email for each of the following steps in the process:
1) Order Received
2) In-Home Measure Scheduled
3) Drawing sent to Home Depot
4) Drawing Approved by Home Depot
5) Project Material Ordered
6) Installation Scheduled
7) Installation Completed
These emails contain information about preparing your home for your appointments, items you need on-site during appointments, how to avoid additional charges, and more.
It’s crucial that you read each of these emails carefully and contact us below as soon as any questions arise.
You may hear one of our customer service representatives mention your "template" druing your order process. A template is a visual layout of your countertop space that contains measurements and other details regarding your project area. Your template will help us fabricate and install your custom countertops and ensure a proper fit.
If you are the customer or decision-maker of your project, you must be on-site during your appointment. Please also assure that no pets or children are around the project site during your appointment.
All sinks, faucets, fixtures, and cooktops must be onsite. Dishwashers and ranges must be fully and properly installed prior to installation. This way you can avoid return trip charges.
If your cabinets are not fully installed and leveled, or you do not have the proper materials then you are not quite ready to schedule your measure appointment. We will call you back in two weeks to follow up. If you already scheduled your measure appointment but other issues have come up, please call us the day before your appointment by 4pm to reschedule. This will help you avoid the $200 trip charge.
If one of our customer service representatives calls you and you are not ready for your appointment, he or she will call you back in 2-3 business days. You can also indicate during your call when you will be ready to confirm your installation appointment or make the decision to call us back at any time.
*Installations take a few hours, so we schedule morning or afternoon arrival windows to best suit your schedule.
CountertopsHD offers a wide range of add on services to meet the needs of our project including cabinet leveling, supports, removal and haul away of your old countertops, plumbing services, and more.
To speak with a CountertopsHD representative about add on services, please call 301-900-5023* or request a call from us.
We cannot install stone countertops if your cabinets are out-of-level by more than 1/16”. You should hire a contractor to perform the necessary cabinet leveling prior to the countertop measure and/or installation. Stone is not flexible, so to protect the longevity of your countertops, level cabinets are required to protect the countertop warranty. A Warranty can become void if cabinets are not level or properly installed. If you need help finding a contractor, check out www.proreferral.com.
Plumbing service is an additional option provided by the Home Depot, and CountertopsHD is happy to provide this service during the installation. We can disconnect existing plumbing and reconnect new plumbing disposal and fixtures once your new countertops are installed. Plumbing fees vary, so please ask the store for pricing.
CountertopsHD has a highly-integrated team of customer service representatives that are here to confirm your order information, schedule your appointments, and answer your questions about fabrication and installation.
You can reach our CountertopsHD representatives by calling 301-900-5023* or requesting a call from us below.
As the Home Depot Department Manager for CountertopsHD, Rachael oversees partnerships with more than 50 local Home Depot stores. Rachael has a highly-trained eye for detail and for the past 5 years she’s made it her personal mission to make sure our Home Depot customers are taken care of and are well satisfied.
Below you can find quick responses to our frequently asked questions. Please feel free to contact us for any other inquiries.
You may hear one of our customer service representatives mention your "template" druing your order process. A template is a visual layout of your countertop space that contains measurements and other details regarding your project area. Your template will help us fabricate and install your custom countertops and ensure a proper fit.
If you are the customer or decision-maker of your project, you must be on-site during your appointment. Please also assure that no pets or children are around the project site during your appointment.
CountertopsHD will provide the store with final measurements and a drawing within a day or so of the measure appointment. The store should review the drawing with you and all final details are confirmed, including seam placement. The store then sends us authorization to proceed and we immediately contact you to schedule fabrication and installation.
If one of our customer service representatives calls you and you are not ready for your appointment, he or she will call you back in 2-3 business days. You can also indicate during your call when you will be ready to confirm your installation appointment or make the decision to call us back at any time.
Your countertop order includes the drilling of 4 faucet holes. We drill the faucet holes on site during your installation appointment (except for Dekton colors, which must be drilled at our shop). If you require additional holes, please make sure to tell our measure tech or your Home Depot Kitchen Designer.
A farm/apron sink is a sink that is exposed in the front. It must be fully installed into the cabinet base at time of measure. An undermount sink sits under the countertop.
We cannot install stone countertops if your cabinets are out-of-level by more than 1/16”. You should hire a contractor to perform the necessary cabinet leveling prior to the countertop measure and/or installation. Stone is not flexible, so to protect the longevity of your countertops, level cabinets are required to protect the countertop warranty. A Warranty can become void if cabinets are not level or properly installed. If you need help finding a contractor, check out www.proreferral.com.
Natural stone can weigh as much as 20 lbs. per square foot, and individual pieces can be extremely heavy. We evaluate the safety of carrying the countertop up stairs, through narrow hallways, in an elevator, or through difficult turning areas. We take photographs of the access to your kitchen or bath, and consider safety first, as well as protection of your property, when determining if the Carry Fee should apply. The Countertop Estimator does not ask for a site analysis, but this fee may be applicable for jobs that have hard access.
Plumbing service is an additional option provided by the Home Depot, and CountertopsHD is happy to provide this service during the installation. We can disconnect existing plumbing and reconnect new plumbing disposal and fixtures once your new countertops are installed. Plumbing fees vary, so please ask the store for pricing.
If your cabinets are not fully installed and leveled, or you do not have the proper materials then you are not quite ready to schedule your measure appointment. We will call you back in two weeks to follow up. If you already scheduled your measure appointment but other issues have come up, please call us the day before your appointment by 4pm to reschedule. This will help you avoid the $200 trip charge.
After you assure that your cabinets are permanently screwed into place and leveled, with any necessary supports, you must also have your sink present (if applicable). If you are supplying an under mount sink, it must be on-site during the appointment. If your sink is not on-site or is changed after the appointment, you will have to bring it to our warehouse to be measured. All farm sinks and apron front sinks must be installed (in place) prior to the template (measure) appointment. A drop-in sink and drop-in cooktop (if applicable) must be on-site at the time of the template appointment.
All jobs should be paid at the store. Typically the store provides the Service Provider with authorization to proceed once your countertop project has been paid in full. Please see timeline. Sometimes change orders may be facilitated during installation, but to ensure we keep all jobs on track and on schedule for the day of installation, we recommend that all optional services are paid in advance of our arrival.
For full details about how to clean all types of stone countertops, please see our care and cleaning brochure.
All sinks, faucets, fixtures, and cooktops must be onsite. Dishwashers and ranges must be fully and properly installed prior to installation. This way you can avoid return trip charges.
We want to ensure a perfect fit for backsplash that will extend from the bottom of your upper cabinet to the countertop. Stone is heavy and is not flexible, so we prefer to take a final FHBS measurement after the countertop is installed. The countertop installer will take the final measurement during the countertop installation appointment. We will schedule a final installation appointment quickly to complete your project.
Unfortunately, not all sinks are the appropriate size to fit your base cabinet. Click the button below to see the dimensions for available sinks and their minimum base cabinet requirements.
For further questions, please contact us at (301) 900-5023*.
Working Hours:
Monday – Friday 8:30am – 4:30pm EST
Saturday 10:00am – 5:00pm EST
Sunday – Closed
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Call Us: +1 (301) 900-5023*
*All incoming and outgoing calls and messages are recorded for quality purposes.
