PLEASE NOTE: The current turn-around time of when an order is placed within our system and when the order ships from our warehouse is approximately 5-7 business days.
Help us provide you with the best possible service; we ask that you keep this 5-7 business day lead time in mind when placing your orders.

The current turn-around time of when an order is placed within our system and when the order ships from our warehouse is approximately 5-7 business days.

Return policy


RETURNS, DAMAGES AND REPLACEMENTS POLICIES
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:
For those items a customer would like to return to PreGel America:
a)     Customer must contact PreGel within five calendar days of the item(s) being delivered to the customer
b)     The case(s) must be unopened and all interior packaging must be intact and unopened
c)     Once reported, the customer will have 30 calendar days from the delivery date to return the product to PreGel
a.     The customer is responsible for shipping the item(s) back to PreGel, including shipping costs
d)     The customer will be charged a 10% restocking fee for the return
e)     Customer will not be refunded/ credited for the return under these conditions:
a.     Customer fails to return the item(s) to PreGel within 30 calendar days of communicating the desire to return the item(s).
b.     The item(s) returned are not in sellable condition – these reasons include but are not limited to:
i.     Item(s) not returned in original packaging
ii.     Item(s) returned damaged
iii.     Item(s) arrive incomplete – i.e – product missing from case
 
DAMAGES:
For those items damaged in transit:
a)     The customer has the right to refuse damaged goods and PreGel recommends for our customers to do so.
a.     For LTL orders (orders shipped on a pallet):
i.     Customer/ customer’s employees must notate any damage on the delivery receipt BEFORE the delivery receipt document is signed
1.     LTL carriers and shippers use this signed document as proof that the shipment arrived in full and in good condition with no liability to the carrier or PreGel. Failure to notate damaged product on the delivery receipt signed by the customer or the customer’s employees, will not be eligible for a refund or credit.
ii.     PreGel recognizes not all damage is immediately visible. Once an order is delivered, we recommend that all cases are opened to ensure all internal packaging is intact.
1.     Upon opening a case, if the internal packaging is not intact:
a.     Contact PreGel immediately
b.     Customer must contact PreGel within 5 calendar days of the delivery date to report damage
c.      Customer must supply pictures of damaged goods:
i.     Exterior packaging
ii.     Interior packaging
iii.     Each package that is opened and leaking – i.e. if both buckets in a case are broken and leaking, carriers and PreGel require a picture of both damaged buckets, side by side in the same picture.
d.     Failure to contact PreGel within 5 calendar days of delivery or if pictures of the damaged product are not received, damaged item(s) will not be eligible for a refund or credit – including if a customer’s employee discards the damage product before pictures were taken and submitted, damages will not be eligible for refund or credit.
b.     For ground shipments/ parcel shipments not delivered on a pallet:
i.     PreGel recognizes not all damage is immediately visible. Once an order is delivered, we recommend that all cases are opened to ensure all internal packaging is intact.
2.     Upon opening a case, if the internal packaging is not intact:
a.     Contact PreGel immediately
b.     Customer must contact PreGel within 5 calendar days of the delivery date to report damage
c.      Customer must supply pictures of damaged goods:
i.     Exterior packaging
ii.     Interior packaging
iii.     Each package that is opened and leaking – i.e. if both buckets in a case are broken and leaking, carriers and PreGel require a picture of both damaged buckets, side by side in the same picture.
d.     Failure to contact PreGel within 5 calendar days of delivery or if pictures of the damaged product are not received, damaged item(s) will not be eligible for a refund or credit – including if a customer’s employee discards the damage product before pictures were taken and submitted, damages will not be eligible for refund or credit.
 
PreGel cannot guarantee that any damaged product is safe for human consumption. Please discard the product once required/necessary pictures have been provided to PreGel.
 
Please keep in mind, if the contents of the package are not punctured or leaking the product is not considered damaged. Cosmetic damage (damage to the packaging) is not considered damage if the contents of the buckets, jars, bags, or boxes remain intact.
 
MIS-SHIPMENTS/ SHIPPING ERRORS:
Occasionally, you may receive an item or items you did not order. If this happens, the following terms apply:
a.     Must be reported to PreGel within 5 calendar days of the delivery date
b.     PreGel will arrange the return of the item(s)
i.     Per the customer’s preference:
1.     UPS Call Tag
a.     UPS will come out within the next 3 weeks to pick up the mis-shipped items.
b.     Customer must have the cases available for pick up.
2.     Shipping labels
a.     PreGel will email the customer UPS shipping labels
b.     Customer will need to print out the shipping labels and affix the labels to the case(s)
c.      Customer can then call UPS to schedule a pickup or take the packages to any UPS Store, UPS Terminal, or UPS Drop Site.
c.      Item(s) must be unopened and in the original packaging
d.     Item(s) must be returned to PreGel within 30 calendar days of delivery date
e.     Failure for the item(s) to be returned to PreGel within 30 calendar days or returned item(s) is/are incomplete may not be eligible for a refund or credit
 
 
 
ORDER ERRORS:
PreGel encourages their customers to review all sales order confirmations emailed to them after an order is placed within our order system. Reviewing the order confirmation at the time the order is placed assists in catching any errors before the order leaves our PreGel warehouse.
 
Occasionally, an item may be mis-keyed by a PreGel employee or an incorrect item may be ordered by a customer or one of their employees. If this happens, the following terms apply:
b)     An item is mis-keyed onto the order by a PreGel employee
a.     Must be reported to PreGel within 5 calendar days of the delivery date
b.     PreGel will send out the correct item(s).
c.      PreGel will arrange the return of the item(s)
i.     Per the customer’s preference:
1.     UPS Call Tag
a.     UPS will come out within the next 3 weeks to pick up the mis-shipped items.
b.     Customer must have the cases available for pick up.
2.     Shipping labels
a.     PreGel will email the customer UPS shipping labels
b.     Customer will need to print out the shipping labels and affix the labels to the case(s)
c.      Customer can then call UPS to schedule a pickup or take the packages to any UPS Store, UPS Terminal, or UPS Drop Site.
d.     Item(s) must be unopened and in the original packaging
e.     Item(s) must be returned to PreGel within 30 calendar days of delivery date
f.      Failure for the item(s) to be returned to PreGel within 30 calendar days will result in PreGel charging the customer for the item(s).
c)     Customer or customer’s employee orders an incorrect item or items:
a.     The customer is responsible for the return of the item(s)
b.     Please refer to our RETURNS policy for pertinent details

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