In order to make your online shopping experience easier and pleasant, PreGel is excited to announce the launch of its new website.
Please click here to view PreGel’s specialty dessert ingredients and supplies. Grazie!

PreGel Marketplace Frequently Asked Questions (FAQ)

Shipping FAQs


How much is shipping and delivery?
Once a delivery address is provided and a shipping method is selected, the costs will be calculated and shown on the screen prior to checkout. Shipping is processed through our third party UPS and charges are calculated based on the shipping options you choose and the number of items being shipped.


When should my order arrive?
If your order was placed Monday-Friday before 2:00p.m. EST, then you order will ship out the same business day and you should receive tracking the next day. Please note shipments are not processed during scheduled business or holiday closings. A tracking number will be provided once your order has shipped.


What if my order is later than expected?
Please call us toll-free at 1-866-977-3435 or send an email to


A tracking number was received, but tracking information is unavailable.
When an order is shipped, a tracking number is generated for your order and sent via email but typically takes 24 hours to generate. Your package will not start tracking until it has been picked up by UPS and scanned into their system. You can contact UPS directly at 1-800-742-5877 for any questions regarding the shipping and delivery of your order.


Do you ship orders overseas?
No, we currently do NOT ship to addresses outside of the continental United States.


How will my order ship?
Most orders are sent Standard Ground Shipping via UPS. For faster delivery you can upgrade your shipping, for an additional fee. To upgrade your shipping be sure to make your selection on the Shipping Method page during Checkout.


Can I have my order sent to another address?
Yes, you can have your order sent directly to an address that's different than the permanent ship-to address we have on file for you.


Can I change my shipping address after I place my order?
You can change your shipping address by calling us toll-free at 1-866-977-3435 or sending us an email at as long as your order hasn’t been processed for delivery. Once your order has been processed, you must contact UPS directly at 1-800-742-5877.


Holiday Schedule

Below is a list of PreGel AMERICA’s 2015 scheduled business closings. Please be advised that orders will NOT be processed or shipped during these dates.

Friday, January 1

MARCH 2016
Friday, March 25
Monday, March 28

MAY 2016
Monday, May 30

JULY 2016
Monday, July 4

Monday, September 5

Thursday, November 24
Friday, November 25

Friday, December 23
Monday, December 26
Friday, December 30



Returns, Refunds and Cancellations FAQs


Cancellation: You have the right to cancel your order for a full refund at any time prior to your order being processed for shipping. Once the order has been processed you must follow our return policy.  


Must be reported within 10 business days of receipt of goods – No Exceptions

Must be in original packaging and product must be unopened – 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.



Damaged product that arrives to its destination should be refused and noted on the bill of lading that the material is damaged.  No Exceptions.

It is the customer's responsibility to notate any damage before accepting the delivery of any other goods.

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 toll-free 866-977-3435 or direct 704-707-0300 for RMA number. The product must be in original packaging. If damages prohibit this, customer must provide viable packaging to return the product.

Returns and Damages must be shipped to:

PreGel America

 4450 Fortune Avenue NW

 Concord, NC 28027


How can I check on the status of my return? By calling us toll-free at 1-866-977-3435 or emailing

Will my account be updated once the return is processed?  One a return is processed; your account will reflect a refund of the amount. Any questions regarding returns please call us toll-free at 1-866-977-3435 or email us at



Ordering FAQs


How do I place an order?
Search the item you want, select the appropriate quantity then click the "Add to Cart". Once you have selected all the items for purchase and are ready to check out scroll over to the shopping bag at the top of the screen and click "Checkout”. Review all the products and quantities in your bag to ensure they are correct and click "Proceed to Checkout" to continue. You will then be taken to a secured server where you'll enter and confirm your billing, shipping and payment information.


What if I want to buy more of one item than the website currently allows?
You may place multiple orders, or call us at 1-866-977-3435 for assistance. Our eCommerce system will only allow for purchases that can be sent standard UPS shipping. If your order amount exceeds those limits, you will need to contact us directly to arrange an LTL shipment. Any order that is less than 7 cases or less than150 lbs. per package can ship UPS, all other orders must be shipped LTL. Please call us toll-free at 1-866-977-3435 to arrange an LTL shipment.


How do I see what's in my shopping bag?  
To see or manage the contents of your shopping bag, scroll over or click on the items in your cart and click view cart in the top right hand corner of the page.


How do I check the status of an order?
Once you complete your order, you will receive a confirmation email. A follow-up email will be sent to confirm when your order has shipped and at that time you will receive shipment confirmation and tracking.


My order status says, "Pending." What does that mean?
Pending means that our system successfully received your order. Once the order leaves our fulfillment center, we will email you a tracking number, and your order status will change to “Shipped.”


How can I cancel my order?
You have the right to cancel your order for a full refund at any time prior to your order being processed for shipping. Once the order has been processed you must follow our return policy. . Please call us toll-free at 1-866-977-3435 to cancel your order.


Does my billing address have to match the address on file with my credit card number?
For credit card verification, you must enter the address exactly as it appears on your credit card statement. You do not need to enter a middle name or initial.


Should I put spaces or dashes in the credit card number?
No. Enter your credit card number without any spaces or special characters. It should be entered as a continuous string of numbers.


Can I order a product and a downloadable image at the same time? 
A product and an image cannot be ordered at the same time. You will have to place two separate orders in order to receive both.


Why can’t I use my current customer terms on eCommerce?  
No discounts will be given online. If you are a current PreGel customer on terms please contact your Sales Representative or Key Account Specialist to place your order.


An item I want is currently out of stock, when will it be available for purchase again?


If you come across a product you want that is out of stock, please contact us toll-free at 1-866-977-3435 or email us at and we will let you know when we expect the item back in stock.




My Account FAQs


Do I need to register an account in order to shop?
You are welcome to browse and shop our site without registering for an account. Although you must register to checkout.


How do I change my password?
First, you log in to &, click on My Account, choose Account Information, and click Change Password.


What if I've lost my User ID or Password?
If you've forgotten your User ID or Password, we'll help you retrieve or reset it.  To retrieve or reset your password please call us at


866-977-3435 or email us at


How can I remove myself from your email list?
If you no longer wish to receive promotional emails, unsubscribe at the bottom of the email to be removed.


How do I view any orders I have placed?
To view orders under your account you must first log in to and click on My Account, once you have clicked on my account it gives you the option to view any orders you have submitted.


How should I update my contact information?
To update any contact information, log on to and click My Account, then choose Account Information, this will allow you to change or update any information. 


Other FAQ's


Is membership free?
You bet! Go ahead and join the PreGel AMERICA community. Every member must adhere to the Terms of Service set forth by this site. PreGel AMERICA has the right to deny access to any and all individuals and businesses at any time without cause or warrant.


How long does the account activation process take? 
After signing up, you are all set to start browsing.


Why are your images so inexpensive/cheap?
Our goal is to provide PreGel AMERICA customers with high quality, authentic photos that fit within their budgets.


Why are you no longer offering your images for free?
To better assist your needs, we decided to focus on creating a virtual place that customers could purchase professional photography from us for a small fee. The small fee allows us to continue to build database and offer a greater selection of imagery and marketing materials. On occasion, we do special promotions so be sure to check back for discounts and freebies.


Why are some images $.99, $3.99 and Free?
Each image is priced according to its value which is assessed by various different elements which include prop costs, photo shoot set-up and timing, subject matter, models, dessert preparation and ingredients and so much more. 


I can't login/I forgot my password, what should I do?
You can retrieve your username and password by selecting ‘Forgot Your Password’ on the login page. Please enter your email in the required field and submit.  After submitting the form you should receive your account information shortly. Please take a close look and try again. Make sure you have cookies enabled and your firewall settings are OK. If you don't receive your account information, please contact us at 866-977-3435 or


How can I update my personal account information? How can I change my username/password?
Once you've completed the registration process, you can modify your account information at any time. Simply access your profile under the ‘My Account’ heading at the top of any page. From this page you can view or update personal details, mailing information and billing information.


Where are my receipts/download history?
To access information pertaining to your account and account activity click on the ‘My Account’ link at the top of the screen. There you will see a list of options. To view your receipts, scroll next to ‘Recent Orders’ and click ‘view all.’


How can I purchase/download images/ files from PreGel Marketplace?

  1. Browse through the image categories or search for images using the search bar at the top of the site to find what you need.
  2. From the results page you can click on a thumbnail to go to its file close-up page where you can select ‘Add to Cart.’
  3. You will see a green bar pop-up that notifies you that the image was added to your shopping cart. The right hand side of your screen will also summarize what’s in your cart and pricing.
  4. You can continue browsing images or select ‘checkout’ to process your order.


How long do I have to wait to receive my image download?         
The process is nearly instantaneous. You should also receive an email receipt with a link to download the image shortly after your online purchase.


How can I use your files?
Consult our Terms of Service for complete details on use. All of the files on our site are royalty-free and property of PreGel AMERICA.  We recommend that most of our images not be used at more than 200x their original size, but images can be used for virtually any medium.

If you still have questions, please contact us.


What does "royalty-free" mean?
All the images available on PreGel Marketplace are royalty-free, given you have broad leeway in how you can use the image. Once you've paid for a royalty-free image, you can use it for nearly any purpose, provided for under the licensing terms, without having to re-purchase it. (In contrast, a rights-managed image requires you to specify precisely how you plan to use it, and what the audience is.) With a royalty-free image, there are:

  • No limits on how long you can use the image, and how often you re-use it
  • No limits on copies
  • No limits on your geographical location


Why are there watermarks on the image?
All the images sold via the PreGel Marketplace are the property of PreGel AMERICA and are watermarked to protect our intellectual property. The logos will be present on any purchased imagery or prints, but small enough to hardly be noticeable. 


How can I zoom in and out?         
You may zoom in and out by clicking and dragging on the zoom tool underneath the viewer on the file close-up page.


What size digital images are available?
All of the digital image sizes are listed in the image details on the file close-up page. They range from 1250x1250 pixels to 3000x3000 pixels. Each of these numbers represents the number of pixels or dots in an image. Each image is high-resolution and can be increased to 200x its size.


Can other customers download the same photos after I do? Can I share these with others?
Yes. The photos remain in our library and can be downloaded later by any PreGel Marketplace customer. The license is only per person, you may not share or resell the imagery, please consult our Terms of Service.

Why is the image I downloaded not the size or dpi that is listed on the site?
Our images are provided as their default resolution which can be lower or higher than 300dpi. If you’re using Adobe® Photoshop®, go to ‘Image’, then ‘Image Size’ and you’ll see that the resolution listed may be something other than 300dpi. Uncheck the ‘Resample image’ option and change the dpi of the file to the correct dpi. The height and width of the file will change in the document size window to reflect the change. Click ok, and you’re done.


How do I import the image into my design/project?
Because every software is different, please consult your software’s help section for instructions on importing files and the image.


Can I download an image for comps or evaluation purposes?
PreGel Marketplace does not offer images for comps or evaluation purposes.


Once I’ve found an image that I like, how do I purchase it?
You may purchase an image by clicking on the ‘Add to Cart’ button next to the image viewer. Once you have added all of the imagery that you intend to purchase to your cart, you may click on the ‘Checkout’ button at the bottom of the Shopping Cart visible on the left hand side of the page and proceed with the checkout. You will be able to use the download command only three times before you have to repurchase so please be sure to save your file.


How do I remove an item from my cart?
You may remove an item from your cart by clicking on the ‘Checkout’ tab at the bottom of the ‘My Cart’ visible on the left hand side of the page and set the quantity to zero next to the item. Select ‘Update Shopping Cart’ or you can simply hit the trashcan icon next to the listed product to remove the item.


What do I do when an image I downloaded is not usable (corrupt, blurry, etc)?
Please contact PreGel AMERICA Marketplace support with your order number and your concerns at 866 977 3435 or


What method of payment do you accept?
We accept Visa, American Express, Discover, JCP, Diners Club or Carte Blanche.  All our prices are in US dollars.


Is your site and purchasing process secure?
All of our transactions are handled by, a leader in handling online transactions. uses a Secure Sockets Layer (SSL) encryption to maintain absolute security over your financial information. The PreGel Marketplace website is secured by GeoTrust.


Does PreGel Marketplace offer refunds?
The PreGel MarketPlace does not offer refunds for any purchases made. We ask that all customers preview their image prior to purchase and carefully look over the image for any imperfections before purchasing.


More Questions? Please send inquiries to:
PreGel Marketplace
4450 Fortune Ave. NW
Concord, NC 28027
Tel: 866 977 3435
Fax: 704 707 0301