FAQ

The package of potatoes / onion rings / vegetables I purchased contained excessive ice crystals, is this normal?

This means that the product was partially thawed and refrozen. The thawing may have occurred in the transport of the product. For instance, if there was a significant amount of time between leaving the supermarket and placing the product in your freezer. In the event that you purchased the product that already contained ice crystals, the thawing could have possibly occurred in the supermarket. You can request a replacement directly from the store with your receipt/proof of purchase. Keep in mind, however, that the occurrence of a small amount of ice crystals is not enough to change the quality of the product. However, a large accumulation of ice crystals will impair the quality of the product.

Within the frozen package the potato was dark, but the expiration date had not yet passed. Is the product spoiled?

If you find a dark potato, this indicates that there was a severe thawing. The thawing may have occurred in the transport of the product, ie too much time between leaving the supermarket and placing the item in the freezer. If you purchased the item in this condition, the thawing possibly occurred in the supermarket and you must request an exchange from the establishment by presenting your receipt. Do not consume the product in this condition.

The potatoes / onion rings / vegetables are stuck together in the frozen packaging, what should I do?

This means that the product was partially thawed and refrozen. The thawing may have occurred in the transport of the product, ie too much time between leaving the supermarket and placing the item in the freezer. If you purchased the item in this condition, the thawing possibly occurred in the supermarket and you must request an exchange from the establishment by presenting your receipt. Avoid frying the potatoes and onion rings in this state, as this enhances oil absorption, leaving the potato greasy and less crunchy. Do not fill the basket to more than half of the maximum capacity and gently shake off after 30 seconds of frying; what is stuck together will slowly come apart.

What is the procedure for product return?

Fill out the contact form (link), completing each field with the following information:

Reason for Return Request

Name and Address of Supermarket

Product, Quantity and Package Size

Price Paid for Product

Lot

Date of Manufacture

Expiration Date

Exported By (look on the back of the package)

Product Photos (front and back of packaging) and Invoice

After receiving this information, our Quality Team will review and will provide a decision on the approval of the exchange request.

The potatoes came in its normal state, but started to stick during the frying process.

This may have occurred because the basket from the fryer was overloaded, or because the potatoes were not shaken during the frying process.

Even though they came in great condition and were within the validity period, the potatoes had a strange flavor after frying.

This can occur due to a number of external factors which must be considered: different foods fried in the same fryer – we recommend a separate deep fryer specifically for potatoes; very long frying time; old or impure oil – the oil should be changed frequently; dirty flyer; contamination by freezer odors.

The sticks did not break, so the potatoes consumed excess oil.

The oil temperature is too low or the basket of the fryer was not shaken enough to drain the oil.

The potato had wilted by time to serve.

The potato should be fried while frozen, if you let it thaw before frying, it will be withered. Other factors: reduced frying time, or basket left in the fryer too long.

The potato became dark after frying. What could have happened?

This may be due to the following: excessive frying time; very high oil temperature; old or impure oil; excess of natural sugar in the potato. Pay close attention to the purity of the oil, temperature and frying time.

How do I become a representative of the brand and its products?

Fill out the contact form and send a copy of your resume. Our Commercial Team will review and contact you if there is an opportunity.