Sintered stone delivery, inspection and installation responsibilities
Short answer: the supplier is responsible for the slab arriving intact and matching the order. The contractor or fabricator is responsible for support, fixing and installation. Damage found after the pallet has been moved is difficult to claim, so inspect before signing.
Who does what
| Step | Responsible | What it covers |
|---|---|---|
| Packing | Supplier | Crate, edge protection, slab separation |
| Loading | Supplier or freight forwarder | Lifting by frame, never by the slab face |
| Freight | Agreed per order | Land, sea or air, to the named delivery point |
| Unloading | Named in the quotation | Forklift or crane at destination |
| Inspection | Buyer or site supervisor | Count, cracks, chips, corners, before signing |
| Support and fixing | Contractor or fabricator | Substrate, frame, adhesive, mechanical fixing |
| Cutting and installation | Fabricator | Cutting plan, edge profile, joints, sealing of cut edges |
Write the responsible party for each row into the quotation. Blank rows become arguments later.
Before dispatch
Ask for the slab count and a photograph of the slabs reserved for your order before they leave. This is the cheapest way to catch a pattern mismatch, because it happens before freight is paid. If the order is bookmatched, confirm that the pairs were cut from the same block and that the joining allowance is understood: bookmatch tolerance is around one centimetre.
Confirm the delivery point with access details. A slab crate needs a clear approach for a forklift or a crane, and a Jakarta delivery to a fifth floor apartment is a different job from a landed house in the suburbs. Freight quoted without that information is a guess.
On arrival: the five minute check
Check the count against the delivery note first, because a missing slab is easiest to resolve on the day. Then inspect each slab for cracks, chips, corner damage and surface scratches before signing anything. Photograph the pallet as received, with the damage visible and the packing still in place.
Sign with a note if something is wrong. A signature without remarks is treated as acceptance, and a claim made two days later, after the material has been moved and cut, is very hard to support. Keep the packing material until the slabs have been checked and, if possible, until installation begins.
Who verifies support and installation
The condition of the substrate, the span of an island, the fixing method on a facade and the adhesive specification belong to the contractor or fabricator, not to the material supplier. Ask for that method in writing before the slabs are cut, especially on raised floors, islands with overhangs and ventilated facades.
A supplier can state what the material does: absorption below 0.2 percent, hardness Mohs 6 to 7, heat resistance around 1,200 degrees Celsius, and UV stability on selected surfaces. A supplier cannot certify that a particular substrate will carry a particular counter, and should not be asked to.
Joints, edges and the cutting plan
Most of the visible quality of an installed top comes from decisions made before cutting: where the joints fall, whether the edge is mitred, and how the pattern continues from one slab to the next. Approve the cutting plan on paper, then check the first cut piece against the drawing before the rest is processed.
Cut edges are not factory surfaces. The fabricator finishes them, and the finish at the edge should be agreed at the same time as the surface finish, because a matte top with a polished edge reads as a different product.
What to do if something arrives damaged
Photograph the damage on the pallet, note it on the delivery document, and notify the supplier the same day. Keep the slab and the packing until the claim is answered. Where the damage is a corner chip on one slab, the practical fix is often a replacement slab from the same batch, which is why confirming the batch before dispatch matters.
Related: choosing a supplier · project supply · showroom
Frequently Asked Questions
Short answers for buyers comparing suppliers and projects.
How should slabs be checked when delivered?
Count against the delivery note, inspect each slab for cracks, chips and corner damage, and photograph anything wrong on the pallet before signing. A signature without remarks is treated as acceptance.
Who should verify the slab support and installation method?
The contractor or fabricator responsible for the site. The supplier confirms the material properties, not the structural suitability of a substrate or the fixing method.
Does the price include delivery?
Not always. Delivery is a separate line in most quotations and depends on the destination and access. Confirm the delivery point and who unloads before comparing prices.
What is bookmatch tolerance?
Around one centimetre for a joined pair. The two slabs are cut from the same block and mirrored, so the join line needs a small allowance to keep the vein continuous.
Can I return a slab if the pattern is not what I expected?
Confirm the pattern on the physical slab before ordering. Once a slab is cut, it cannot be returned. If the delivered pattern differs from the confirmed reference, raise it on the delivery day with photographs.
Who cuts the sink and hob openings?
The fabricator, from an approved cutting plan. Cut-outs are the most common place for a chip, so the position and the edge finish should be agreed before cutting starts.
How should slabs be stored on site?
Upright on an A-frame or a suitable rack, never flat on the floor and never leaning against a wall without support. Stacking slabs flat puts the weight on the surface and invites damage.
What if one slab arrives cracked?
Note it on the delivery document, photograph it in the crate, and notify the supplier the same day. Keep the packing. A replacement from the same batch is the usual fix.