PREGEL PRODUCTS & GENERAL PREPARATION QUESTIONS

What are the basic ingredients in gelato?

Gelato is made up of a liquid and solid raw ingredient, stabilizers, emulsifiers, flavor ingredients, air and other ingredients.

For example:

  • Liquid Raw Ingredients: Water, milk, etc.
  • Solid Raw Ingredients: Sugars, fats, Milk Solids Non-Fat (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 Bases are well-balanced essential ingredients in powdered form that promote the highest quality flavor, texture and ease-of-use for gelato and ice cream production. 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 and ice cream. One comes from animal sources and the most commonly used is gelatin or eggs. The other stabilizer is a vegetable source such as carrageenan, guar gum and locust bean gum. Stabilizers are used in gelato and ice cream 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 filling for gelato, sorbetto, ice cream, frozen yogurt, soft serve, pastry and frozen desserts, and beverages. As a topping, it is used to enhance the decoration of desserts. As a filling, it adds extra flavor and textural components to desserts or savory items. Our Arabeschi® line encompasses a variety of flavors including rich milk and dark chocolate as well as selectively sourced nut and fruit varieties.

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. Our distinct cream or fruit flavors are then added.

What is the difference between Hot and Cold Process?

The easiest answer to this question 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 ourtraining classes. How much flavor paste do I need to use?
The amount of flavor paste for a standard batch size of 5 liters varies by recipe, which are provided at www.pregelrecipes.com.  A variety of recipe books can be downloaded from this site, or emailed to you by your sales or special services representative. For special batches, please contact our International 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 a freezer overnight. You may also achieve a longer shelf-life by preparing your gelato via Hot Process. The preferred way to serve gelato is when it is at its freshest. What is the stocking temperature? 
The stocking temperature in a freezer should be around -17.8˚/-0.04˚F. What temperature does gelato have to be once it comes out of the batch freezer? 
Between -7.8˚ to -5˚C/18˚F to 23˚F. At this point just 50-60 percent of water is frozen.

How do you present gelato?

There are three ways to present gelato. We suggest sculpted, flat or mounds showcased in a 5 liter pan. Gelato generally comes out of the batch freezer in a very natural way, and does not require much pressing or pushing. The result should be a very harmonious form. How do you serve gelato? 
While ice cream generally uses scoopers, gelato is served with spades or spatulas, which allow for it to take on more of an artisan appearance.

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. Additionally, PreGel's molds can be used to create gelato flowers, gelato turtles and much more, taking the gelato pan from visually appealing to stunning.

How long will my PreGel products last?

PreGel products have a shelf-life of 2-3 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, as both can shorten the life span and reduce the quality of the product. The expiration date is indicated on your packaging and is in 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 a Paste, Arabeschi® or Topping begins to separate (oil from paste)?

This is generally true for most nut and chocolate products, as they carry natural oils within. To prevent separation, occasionally mix it like a soup. Shake toppings well.

What is the nutritional content for my product?

PreGel can only provide nutritional information for our ingredient solutions. 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 INTERNATIONAL TRAINING CENTER QUESTIONS

Is there a fee for PreGel's International Training Center Classes?

PreGel America charges a single registration fee per person for participation in each class, in the following designated amounts:
  • $95 One Day Course
  • $105 Two Day Course
  • $130 Three Day Course
PreGel offers lunch during all of our training classes free of charge. Please note that registration cannot be confirmed until payment is received. Click here to view class curriculum page.

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.

When and where are the trainings? Do you do trainings at customer locations?

Click here to view our current class offerings at our North Carolina and California locations. Also, check back periodically for off-site trainings as well. Additionally, we are very flexible and want to help our customers, so call our International Training Center to see about scheduling special visits to our facility at 704 707 0300. Our dedicated sales consultants can offer more information about on-site visits to customer locations.

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 International Training Centeror call our Special Service Team to learn more at 704 707 0300. PreGel's custom publication P Magazine, formerly Views from the Tree, also provides a myriad of informational articles on getting started. Click here.

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 sell a variety of 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 email and mail to you. Then, go to the website of the carrier. Once you’re on the site, there should be a section where you can enter your 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 order 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 Los Angeles, CA, and a warehouse in Concord, NC, which also supports our PreGel CANADA, PreGel MEXICO and PreGel AMERICA LATINA subsidiaries. We work with various shipping companies to ensure the best possible pricing for our customers.

Domestic Shipping Guidelines

  1. It is PreGel's policies that all orders will be shipped within three business days.
  2. Shipping times may vary based on the customer's location, order volume, availability, inclement weather, peak seasons and annual holidays. Please allow 3-7 business days to receive your shipment.
  3. Standard shipping methods are UPS Ground, and other LTL Carriers, unless otherwise specified.
  4. To qualify for prepaid freight (ground shipping with no additional services requested) the following criteria must be met:
    • Order total must be a minimum of $1,500.00 after applying all discounts (if applicable).
    • Entire order must ship to one destination (no split shipments).
    • Order must be shipped within the continental U.S. (excluding Hawaii, Alaska, Puerto Rico and Guam).
  5. Special shipping instructions must be communicated at the time of order. The customer is responsible for addition services that are not covered under prepaid freight; including but not limited to:
    • Inside delivery
    • Lift gate service
    • Redirection (address change)
    • Residential delivery
    • Call notifications
    • Sorting and Segregation service (Lumper Fee)
    • Guaranteed time delivery services
    • Redelivery
  6. Additional services will be added to the invoice or billed at a later date.
  7. Customer pickups are available by appointment only and must be made at least 4 business hours in advance.

International Shipping Guidelines

  1. 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.
  2. The customer must provide PreGel America with the proper information and documentation to ensure that the product arrives in a timely manner at their freight forwarder.
  3. 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/or improper documentation.

Tracking your Shipment

Each invoice you receive from PreGel America will include the tracking information for your shipment. This is usually provided to you within 1 business day after your order has shipped. You may track your order by visiting the carrier's website. Should you need assistance, please do not hesitate to call us. Delivery
Inspect your shipment at the time of arrival. Make sure to notate any damaged or missing items on the bill of lading (delivery slip). Remember to review before you sign. If you have any questions regarding any of these policies, or need further clarification, please feel free to contact your Special Service Team Representative or Sales Representative. You can reach us toll-free at 866-977-3435.

How do I make my first order?

Our sales consultants are divided by regions, so click here to determine which of our sales consultants 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 Team 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 $1,500 gets free shipment
  • 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 credit worthiness 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: • Returns must be reported (via phone, email or fax) within 10 business days of the receipt of goods - NO EXCEPTIONS. • Returns must be packaged securely, consist of the full case amount, and the contents remaining unopened. Partial cases are not accepted - NO EXCEPTIONS. • We will issue a call tag to pick up returns. • If unsuccessful, the customer will be responsible for shipping the product back to PreGel America. • The customer will have 30 days from the date of request to return said items. We will not accept any returns after 30 days - NO EXCEPTIONS. Cost of 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. Please notify your Special Service Team Representative 866 977 3435 FREE immediately of any damaged shipments. If the contents of your package are not punctured, leaking, dented, crushed or ripped, it is not considered damaged. Cosmetic damage (damage to the packaging) is not considered damaged if the contents remain intact. 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.
OTHER QUESTIONS

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 favorites include: Salted Caramel Super Sprint, Prontociocc Traditional Paste (Chocolate), Happy Yo Super Sprint (Yogurt), Strawberry Fortefrutto®, Cacaopat (Chocolate), Cheesecake Super Sprint, Hazelnut Piemonte Traditional Paste (Dark Roasted Hazelnut), Mango Fortefrutto® and more.

Can I use milk with the Super Sprints instead of water? How much?

Yes, but it depends on the Super Sprint. Some require the addition of milk while others require the addition of water. Generally, 2500g/88.2oz of liquid are added for gelato and 3,000g/105.8oz of liquid are added for soft serve. Please consult PreGel Recipes or the product bag for information on which liquid to add and how much.

Can I mix Traditional Pastes and Fortefrutto® with Super Sprints?

No. Traditional Pastes and Fortefrutto® are the flavorings used in Hot Process and Cold Process to add to a mix of base, stabilizers and emulsifiers. Super Sprints are an instant, complete product that already contain the flavor, base, stabilizers and emulsifiers.

What is the difference between the pistachio pastes?

All of our pistachio pastes are hig-quality and authentic, coming from a variety of regions throughout Italy. Crema Pistachio Traditional Paste (Pistachio & Almond) has a vibrant green color with a hint of hazelnuts and almonds, while Pistachio Primavera Traditional Paste boasts the same bright color, but is the most economical of the four. And Green Pure Pistachio Traditional Paste (Slightly Roasted Pure Pistachio) contains notes of nuttiness and saltiness. You really can't go wrong with any of our pistachio paste options.

What is the difference between the hazelnut pastes?

We offer two hazelnut options, Hazelnut Piemonte Traditional Paste (Dark Roasted Hazelnut) and Hazelnut Regina Traditional Paste (Premium Light Toasted Hazelnut). Hazelnut Piemonte is made with hazelnuts from the Piedmonte region of Italy and carries an authentic and roasted hazelnut taste. Hazelnut Regina is 100% pure hazelnut paste that boasts a fresh hazelnut flavor. Both are top quality pastes, it is your preference in terms of which you use.

What is the difference between the chocolate hazelnut pastes?

A popular Italian flavor, we carry three different chocolate hazelnut options. Chocolate-Hazelnut Traditional Paste combines milk chocolate with real hazelnut flavor, while Gianduia Traditional Paste (Dark Chocolate Hazelnut) combines dark chocolate with hazelnuts blended into the paste. Gianduiotto Rock Traditional Paste (Chocolate & Hazelnut Pieces) is a thicker chocolate paste the contains actual pieces of roasted hazelnuts.