SuperNova FAQ’s
Thank you for your interest in SuperNova! Below you will find a list of some frequently asked questions that will offer a detailed explanation of our business, our brand, and the overall goal of SuperNova. We look forward to the opportunity to provide you and your customer with a high-quality product and offer you exceptional customer service.
Q: Where are you located?
A: We have two locations to best serve you. Our headquarters are located in Lansing, Michigan, while we have another location in Elberton, Georgia. For your convenience, we are open Monday – Friday, from 8am-5pm EST, year-round.
- Elberton, Georgia Location: 1282 Thirteen Forks Rd, Dewy Rose, GA 30634
- Lansing, Michigan Location: 4215 Legion Dr, Mason, MI 48854
Q: What freight service do your offer?
A: At our FOB Lansing, Michigan location, we primarily use common carriers. Our common carrier shipping includes a free liftgate and free 24-hour call-ahead. We are usually able to ship in-stock orders the following day and offer a rush service upon request.
At our FOB Elberton, Georgia location, we use common carriers and flatbed trucks. We can also make in-town deliveries (for a small fee), so you can combine your freight with your carrier.
SuperNova’s freight shipping quote tool is the fastest way to an instant freight quote and see service times. Choose a company branch, enter the weight and destination zip code, and click “Submit Quote”. You can also get quick shipping quotes and service times by calling 1-800-449-2481. At this time we are unable to guarantee delivery times, unless service is paid for in advance.
Q: What kind of production work do you offer?
A: At SuperNova, we offer premium sandblasting, laser etching, and diamond hand etching finish work on granite in-house at both our Michigan and Georgia locations. We also specialize in custom-requested finish work. Our talented laser, sandblast, and diamond hand etching artists have the ability to create the monument of your customers’ dreams!
Q: What is the turnaround time for in-house production?
A: Our standard turnaround times are two business days for both sandblast and laser etching proofs. For in-stock granite, once we receive a signed approval, production times vary. Sandblast finish work, or a black and white laser etching has a two-three week turnaround time. If your project involves a combination of sandblast and laser artwork, or color laser etching, times will vary depending on project complexity.
Q: I have a special request for a monument. Can I place a special order?
A: Absolutely! We love special orders and want the process to go as smoothly as possible. All we need to begin your order is an idea, or better yet, a photograph, or example of the stone you are interested in. We will then give you a quote, and upon approval, will place your order. Upon request, we are happy to provide drawings for special cut monuments and photos for statue carved monuments. Customers on prepaid accounts are required to pay before any special orders are placed.
Q: How long will a special order piece take?
A: Imported special order monuments typically take 90-120 days to arrive; however, special order times may vary due to the availability of chosen granite color, weather conditions, shipping, and customs. Oversized pieces may take longer than usual, as well. Because of these circumstances, we cannot guarantee special order delivery times. Domestic special orders take approximately 1 month.
Q: What colors do you offer?
A: Over the years, we have worked hard to expand our color selection for our SuperNova customers. Why? Because we believe that color is a crucial factor in helping to differentiate yourself. We currently offer over 15 imported and domestic granite colors: Jet black (India and China), Bahama Blue (India), India Mahogany (India), Cats Eye (India), India red (India), Imperial Red (China), Confetti Black (China), Night Black (China), Super Gray (China), Royal Gray (China), SD Pink (China), Paradise Green (China), Carnation Pink (China), Georgia Gray (U.S.), North American Pink (Canada), Dakota mahogany (U.S.) Click here to view our color selection.
Q: What customer discounts do you offer?
A: We offer a gold, silver, and bronze customer discount on our granite based on your annual ordering amount. Gold customers receive a 5% discount, silver a 3% discount, and bronze a 1% discount. These discounts do not apply to clearance priced items. We also offer a 2% 10 net 30 discount and a 3% prepaid discount for cash payments on orders.
Q: What is the best way to place an order?
A: Orders can be placed by email, phone, regular mail, and fax. Because we want the process to go smoothly when placing production and/or special orders, you can expect a follow-up phone call from one of our representatives regarding your order. If you need immediate assistance, please give us a call. Our representatives are available Monday – Friday, from 8am-5pm EST
Email:
Phone: (MI) 800-4492481, (GA) 866-786-6355.
Fax: (MI) 877-405-6128, (GA) 706-213-7807
Q: How do I become a customer?
A: SuperNova is a wholesale company; therefore, we do not sell to the direct public. All we need form is your contact information and your sales tax ID#.
Q: How can I find out what granite you stock?
A: We stock thousands of memorials and are getting new stock in weekly! Unfortunately, not every item will always be in stock. If there is something we don’t have in stock, it can always be special ordered. We try to stock everything that we send out in our monthly mailers, but please call for confirmation. We sell on a first come first serve basis.
Q: What are your payment terms?
A: We have three accounting terms for our customers: 2% 10 Net-30 (Customers who fill out our one-page credit application and establish an open account with us will receive the 2% 10 Net 30 terms), Net-30 (30 days to pay for the order once it is invoiced) and Prepay (Customers who do not establish an account with us will be on prepaid terms). Details about payments and interest charges can be found on orders and invoices.
Q: How do I obtain photos of your designs, colors, models and production work?
A: Our website displays all of our monuments and colors. We also offer promotional materials, such as slideshows and posters, which can be downloaded and printed from our website. Our product catalogs (wholesale and retail) are another great resource for viewing our full product line.
If you would like to request high-resolution photos, please fill out our image request form from our website. Many of these requests can be granted, but it largely depends on your ordering level with us. We have worked hard to create our library of photos and cannot allow our work to be used to sell for our competitors.