Frequently Asked Questions
PREGEL PRODUCTS & GENERAL PREPARATION QUESTIONS
PREGEL PROFESSIONAL EDUCATION TRAINING CENTER QUESTIONS
DISTRIBUTION & BILLING QUESTIONS
OTHER QUESTIONS
PREGEL PRODUCTS & GENERAL PREPARATION QUESTIONS
What are the basic ingredients in gelato? | |
| For example: | |
| Liquid Raw Ingredients: | Water, Milk, etc. |
| Solid Raw Ingredients: | Sugars, fats, MSNFs |
| Stabilizers: | Guar Gum, Locust Bean Gum, etc |
| Emulsifiers: | Mono- and di-glycerides |
| Flavor Ingredients: | Pastes, powders |
| Air: | |
| Other Ingredients: | Mineral salts, cocoa products, dry fruits, toppings and fillers |
What is a Base?
PreGel’s Bases are well-balanced essential ingredients in powder form that promote the highest quality flavor, texture and easy production of gelato. The Base is pivotal for creating a velvety structure and texture that allows for the desirable creaminess and softness that PreGel prides itself on.
What is a Stabilizer?
There are two types of stabilizers used in gelato. One comes from animal sources and the most commonly used is gelatin. The other stabilizer is a vegetable source such as Carrageenan, Guar Gum and Locus Bean Gum. Stabilizers are used in gelato for a variety of reasons as they increase viscosity, improve the smoothness of the product body and prevent ice crystal formation and melting.
What is Arabeschi?
Arabeschi is a topping and filler for gelato. As a topping it is used to enhance the decoration of the gelato in tubs and trays, as well as Semifreddos. And, as a filler it helps to add texture and additional flavor to the gelato. Some of our top Arabeschi include Donatella Rock, Coffee Crunch and various Candied Fruits.
What are the basic ingredients to make gelato?
In the most basic explanation, gelato is made by mixing milk or water, sugar and other natural ingredients (such as emulsifiers and stabilizers) which make up the Base, then our distinct Cream or Fruit flavors are added.
What is the difference between hot and cold process?
The easiest answer to this is that hot process requires the heating of liquids, whereas cold process does not. To find out more about these different processes, attend one of our training classes.
How much flavor paste do I need to use?
The amount of flavor paste for a standard batch size of 5 liters can be found in our Recipe Book. The Recipe Book can be found here on the Web site, or emailed as a PDF to you by either your sales manager or Special Services Team member. For special batches please contact our Special Service Team who can assist you further.
How long can I keep my gelato in the display case for?
This answer will vary slightly depending on various factors during preparation, but generally 3-5 days. This holds true if you are storing your gelato in freezer overnight. You may also achieve a longer shelf life by preparing your Gelato with the hot process. The preferred way to serve Gelato is when it is at its freshest so we always encourage our customers to follow that as best they can.
What is the stocking temperature?
The stocker temperature in a freezer should be around 0˚ fahrenheit.
What temperature does gelato have to be once it comes out of the batch freezer?
Between 18˚-23˚ farenheit – at this point just 50-60 percent of water is frozen.
How do you present gelato?
Usually in 5 liter pans. It comes out of the batch freezer in a very natural way, without pressing or pushing it too much. The result should be a very harmonious form with many waves and curls.
How do you serve gelato?
While ice cream generally uses scoopers gelato is served with spatulas, which allow for it to take on more of an artisan quality.
Do you decorate gelato?
Absolutely. gelato is considered an artisan dessert which means the decoration is a large part of the whole ambiance of the gelato experience. PreGel’s Arabeschi and Toppings are both used to decorate the finished product.
How long will my PreGel products last?
PreGel products have a shelf life of three years once produced – whether it’s been opened or not has no bearing on the shelf life. Although remember to keep products well sealed and do not keep in extreme temperatures. These can both shorten the life span. The expiration date is indicated on your packaging and is European form, which is day/month/year. If you have questions on the product life, contact our Special Service Team.
What should I do if Paste, Arabeschi or Toppings begins to separate (oil from paste)?
Mix it like a soup. Mix occasionally to prevent separation. Shake Toppings well.
What is the nutritional content for my product?
PreGel can only provide nutritional information for the unfinished products it produces. If you want to assess the nutritional content for the finished product you provide, we recommend that you partner with a local testing lab that can accurately provide nutritional information on your product.
PREGEL PROFESSIONAL EDUCATION TRAINING CENTER QUESTIONS
Why are the PreGel Training Classes offered at no cost?
At PreGel AMERICA, we believe that education is the glue that ties our customers’ passion and our ingredients together. In the U.S., gelato is just starting to emerge into the mainstream market, and PreGel is dedicated to making sure that all Americans not only get to experience gelato, but receive the finest quality gelato. Therefore, we at PreGel’s believe it’s critical to educate all of our customers with our innovative processes, precise recipes and artisan expertise to help them to provide unparalleled finished product. This dedication to our products and customers reflects in our ability to offer free classes.
When and where are the trainings? Do you do trainings at customer location?
Click here to view our current class offerings at our Concord location. Also, check back periodically for off-site trainings as well. Additionally, we are very flexible and want to help our customers so call our Professional Education Training Center to see about scheduling special visits or custom classes at 704/707-0300.
What kind of information can you supply to help me start a successful Gelato business?
Incorporated into the training curriculum, PreGel offers several tools designed to help you launch a successful Gelato business. Our training can provide direction when devising your pricing configuration, structuring your initial investment, establishing general employee guidelines and so much more. View the current schedule for our Professional Education Training Center or call our Special Services Team to learn more at 704/707-0300.
Is gelato a takeout business?
PreGel generally promotes gelato as an experience and social activity to enjoy with family and friends outside of the home. However, we do sell carryout containers so that you can allow your customers to take it home to share with the family.
DISTRIBUTION & BILLING QUESTIONS
Where is my shipment?
The easiest way to track your shipment is to locate the tracking number found on your invoice that we both emailed and mailed to you. Then, go to the Web site of the shipper, (UPS, Con-Way or Bullet). Once you’re on the site, there should be a section where you can enter you tracking number and the Web site should give you the progress of your shipment. If you are unable to access the Web or are having problems, please call us directly at 704/707-0300 and make sure you have your tracking number accessible.
How do I make my first order?
Our sales representatives are divided by regions, so click here to determine which of our Sales Managers represents your region. Then contact them either via phone or email and they will be excited to help walk you through your first order.
How do I go about getting my credit/terms?
In order to apply for credit with PreGel, a minimum of $10,000.00 in products must be purchased. It does not have to be an initial order, but can be cumulative. Upon reaching $10,000.00 in sales, a Special Service Team member will fax, email or send a credit application to you. The application MUST be completed in FULL. (Note: The Trade Reference section has to be completed, including ALL of the fields: vendor name, vendor address, vendor phone and vendor fax. If you have an account number with the vendor, please include that as well.)Upon completion, send back to PreGel and we will proceed with processing your application by requesting credit history (this can take 5-10 days). PreGel will then review all of the information and history provided and you will be informed of the decision. This whole process takes approximately 14 days.
The following are credit guidelines for new and existing PreGel America, Inc. customers:
Standard Terms
- Any order over $6,000 gets free shipment
- Credit Card payments receive 2% discount
- Standard shipping method is UPS Ground & LTL carrier
- Shipping arrangements to be made at time of order - Inside delivery, lift gate service and residential delivery charges are the customer's responsibility
Credit terms are available with approved credit once customer reaches $10,000 in sales (Net 30) - Credit Application must be completed with no fewer than three valid credit references. If credit is not applied for, terms are considered prepay.
Credit Limits
New customers - credit limits will be approved based on the above standard terms, the amount of the sale and the credit worthiness of the customer. Credit worthiness is determined by the best available credit information including, but not limited to, D & B ratings, credit information supplied by the customer and confirmed by their vendors and other information supplied to the Sales Department.
Existing customers - credit limits will be reviewed semi-annually by the Accounting Department (controller and accounts receivable specialist). The limits will be revised as necessary based on customer orders, customer creditworthiness and any other information available.
For those customers that exceed 60 days past due, the sales representative will be notified to enlist their help in collection efforts. Accounts over 60 days will automatically go on hold and any future orders must be prepaid and get accounting approval to ship. Unsuccessful attempts at collection will result in a default account and will be turned over to a collection agency.
What is PreGel's Returns/Damages Policy?
PreGel AMERICA is committed to 100% customer satisfaction. However, we understand there are situations that may cause you to return or not accept your purchase. Our policy for these occasions is as follows:
Returns:
- Must be reported within 10 business days of receipt of goods - No Exceptions
- Must be in original packaging and unopened tins - No Exceptions
- Must have a Return Merchandise Authorization (RMA) number that can be obtained by calling 704/707-0300
Cost of shipping return shipments is the responsibility of the customer unless shipped in error or damaged. If product is damaged see the damage return policy below. A 10% restocking fee of the product or items being returned is applied unless shipped in error.
Upon receipt of returned product, PreGel will inspect it to determine if it is in good condition, if it passes inspection, we will issue the appropriate credit or refund. If the returned product is damaged in route to PreGel, the customer must file a claim with the carrier.
Damages:
All damaged material must be noted on the bill of lading at the time of delivery. No Exceptions. It is the customer's responsibility to notate any damage before accepting the delivery of any other goods.
Damaged product that arrives to its destination should be refused and a note made on the bill of lading that the material is damaged. PreGel cannot guarantee a credit if product is not noted as damaged.
Damaged goods must be reported to PreGel within 10 business days of receipt of goods and replacement product will be sent out accordingly. PreGel will arrange for product return when applicable. A Return Merchandise Authorization (RMA) will be needed before arrangements will be made. Please call 704/707-0300 for RMA number. The product must be in original packaging. If too damaged, customer must provide viable packaging to return the product. Pictures are requested when available.
Returns and Damages must be shipped to:
PreGel AMERICA, Inc.
4450 Fortune Avenue, NW
Concord, NC 28027
Any product that needs to be returned to PreGel for any reason will require a RMA #. PreGel will not be responsible for the shipping costs of product returned for reasons other than damage or incorrect items shipped.
PreGel only ships and receives full cases in original packaging. Please make sure that all product returns remain in its original packaging and consists of the full case amount.
PreGel AMERICA, Inc. reserves the right to change the terms at any time with notice to the customer via US mail.
What are PreGel’s most popular flavors?
PreGel judges it’s most popular flavors through sales, however that does not mean that these are the most popular in your area. Fan favorite include: Yoggi 30®, Red Orange Super Sprint, Strawberry Fortefrutto®, Pistacchio Sicilia, Cacaopat (Chocolate), Gran Stracciatella Reale, Raspberry Fortefrutto®, Hazelnut Piemonte, Mango Fortefrutto®, Coconut and more.
