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 PreGel's Recipe Book or based on the recipe in our Recipe Database. The Recipe Book can be emailed as a PDF to you by either your sales representative or Special Services Team member. For special batches please contact our Professional Training Center.
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 and reduce the quality of the product. 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 TRAINING CENTER QUESTIONS
Why are the PreGel Training Classes offered at a low 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 believes 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 low cost classes.
What is the cancellation/refund policy for the general Training Center classes?
PreGel reserves the right to cancel any class for any reason. In the event of a cancellation, PreGel will either transfer the registration fee for registered attendee(s) to a future class or PreGel will refund the full registration fee to the registered attendee(s). PreGel is not responsible for any travel costs incurred due to class cancellations.
Please note: Registered students must contact PreGel to cancel their attendance in a general class a minimum of 48 hours in advance in order to get a full refund. Refunds will not be available for registrants who choose not to attend a class without prior notification.
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 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 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
How do I track 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 website of the shipper. Once you’re on the site, there should be a section where you can enter you tracking number and the website 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.
What should I know about PreGel's shipping guidelines?
PreGel AMERICA serves as the distribution center for North America. To efficiently serve our market, we have a warehouse located in Sylmar, CA, and a warehouse in Concord, NC, which also supports our PreGel CANADA and PreGel MEXICO subsidiaries. PreGel AMERICA works with various shipping companies to ensure the best possible pricing for our customers.
Shipping Guidelines:
- Shipping times may vary based on the customer's location and order
- Standard shipping methods are FedEx or UPS ground and LTL carrier
- Any orders over $6,000.00 receive free shipping, otherwise shipping costs will be billed to the customer
- Special shipping instructions must be communicated at the time of order and will be the customer's financial responsibility; this includes, but is not limited to, inside delivery, lift gate service, multiple location shipping and residential delivery
- Customer pickups are available by appointment only
International Shipping:
- For special international shipping, the customer will be responsible for providing and procuring a freight company that specializes in food shipment to the country they plan to ship to, as well as a customs broker
- The customer must provide PreGel AMERICA with the proper information and documentation, and enough lead time to ensure that the product arrives properly at their freight forwarder
- PreGel AMERICA will assist with document procurement but is not liable for any delays and costs for shipments that are held in port because of misinformation and improper documentation
How do I make my first order?
Our sales representatives are divided by regions, so click here to determine which of our sales representatives 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 AMERICA a special service representative will fax, email or send a credit application. 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.) Credit Application must be completed with a minimum of three valid credit references. If credit is not applied for, terms are considered prepay.
Upon completion, send back to PreGel AMERICA and we will proceed with processing your application by requesting credit history (this can take 5-10 days). PreGel AMERICA 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 FedEx or 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 - Must have a picture of damaged product
- All items ordered and received from the Clearance Catalog are considered final sale
Cost of shipping return shipments is the responsibility of the customer unless shipped in error or damaged. If product is damaged, see the Damage 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.
