Q & A

Frequently Asked Questions

Q&A

1. Question— Why was Nana's Sofrito created?

Answer - Nana Sofrito was created with the idea to introduce Sofrito in its purest form. Sofrito was made famous years ago by a company that introduced Hispanic condiments to a society unfamiliar with its purpose. Sofrito became famous within a short amount of time however this sofrito that was introduced did not accurately reflect the health benefits of the organic sofrito. Nor did it reflect at its highest level the joys that are found in making this cultural herb. It merely represented sofrito as an ingredient base. It is because of this, that Nana’s Sofrito was born.

2. Does Nana's Sofrito Represent all Sofrito?

Answer: No. It does not. Nana Sofrito represents Sofrito from the island of Puerto Rico which is where our family's roots are founded.

3. Can Nana’s Sofrito provide health benefits?

Answer: Yes. we believe so. Nana’s Sofrito derives its ingredients from organic sources which limits pesticides, and over processing materials that can sometimes be found in non-organic vegetation. Each ingredient found in Nana’s Sofrito carries its own health benefits. Benefits that include a select number of vitamins, nutrients, and antioxidants that when combined can be beneficial not just to one’s palette, but to one’s overall health.

4. Why do you use glass jars?

Answer: we use glass jars instead of plastic to provide a longer refrigerated lifespan. The Mason jars we use are bpa-free & freezable. Due to its fresh ingredients which do not include preservatives, Nana’s Sofrito requires refrigeration at all times.

5. how long does Nana Sofrito last?

Answer: Nana Sofrito can last up to 45 days in the refrigerator. However, this all depends on usage, and it also all depends on the kind of refrigerator that you have. therefor the lifespan can increase or decrease. Only you know how best your appliance functions.

6. Where can I purchase Nana's sofrito?

Answer: There are 3 ways you can purchase Nana’s Sofrito. 1. Online through our site, 2. Over the phone, and 3. In person at one of our vending locations. It is our desire to see Nana’s Sofrito grow to a level where we will be able to supply our product to many states for all to enjoy; However, until that time comes Nana’s Sofrito remains exclusive to the city of New York and it’s 5 boroughs.

7. Do you have a Refund Policy? If so, what is it?

Answer: Yes. We have 3 policies in place. We want our customers to understand that because we are a boutique company, our refund policy is limited and cannot provide you with the ample refund platform that you may be accustomed to. As we grow over time, any necessary changes will take place to meet the needs of the company, and this may include changes to our refund policies.

a. What if during delivery I receive my items damaged?

A1. A refund will be issued on any orders damaged during delivery, and a new order will be placed.

b. What if after my purchase, I put my jar in the freezer and it cracks?

B1. While Nana’s Sofrito states that its mason jars are freezable, it cannot guarantee that it will never crack. Should this happen- Nana’ Sofrito will issue a replacement order for you. We ask that you take a photo of the broken jar in its original setting and send it to us. Full Replacements can only be done within the 1^st 10 days of your purchase. After 10 days a free replacement offer will not be allowed. Instead, you will be given a partial refund for your purchase minus any credit or debit card fees.

c. I want to return my product. I don’t need it anymore, and don’t want to use it. How do I return?

C1. Nana’s Sofrito does not accept returns of any of Nana’s Sofrito products. Once the product is out of our jurisdiction, we cannot guarantee its efficacy or that the purchase has not been tampered with. This no return policy has been applied as a precaution and for the well-being of all parties involved both business and customers alike. In matters like these a Store credit will be issued.

d. Store Credit:

D1. Store Credit becomes effective when A refund or partial credit is no longer applicable. In this case it would 10 days after the initial purchase date; (beginning on the 11^th day. Customers and Clients alike will have 60 days from the date of issuance to make use of their Store Credit. After 60 days the credit becomes void.

8. What if I have a complaint?

Answer: we at Nana Sofrito ask that if you have a complaint about our product that you contact us in private so we may resolve your complaint. we ask that you not disparage us publicly on our social media sites, or our own site. We at Nana sofrito are determined to learn about our customers likes, and dislikes, and want to address every person needs accordingly. As a startup company mistakes can occur, but we ask that you be patient with us as we learn how to navigate the environment of a small business. Sofrito encourages the support for all home- based businesses, or small businesses; especially during the financial crisis that has befallen our nation and around the globe.

9. what is the turnaround time for an order?

Answer: the average turnaround time is approximately 5-7 days from the date that the order has been placed. Once the order is received you will be contacted to confirm your order, and preference for delivery.

10. Is there a process or delivery fee?

Answer: a process fee will only be applied to bulk orders of 10 or more jars.

A delivery fee is applied on orders of 5 or more jars. The fee is assessed by the volume and weight of the purchase.

Ex. A ½ pint 10 jar order will assess a $5.00 delivery fee. (.50$ per jar)

A full pint 10 jar order will assess an $8.50 (.85$) per jar.

** Staten Island Residents will automatically incur a delivery fee of no less than $5.00 on any order.

11. is there a debit or credit card processing fee?

Answer: yes and No. there is a processing fee for any orders placed at any of our outside venues. this fee is specific to the credit card processing system who processes our payments, and not an additional fee by Nana's sofrito.

There is no direct processing fee when placing an order through our website but there may be a fee applied directly from PayPal. This all depends on the kind of PayPal account that you have.

12. is there a sales tax?

Answer: no. sales tax applicable for this item in New York state.

We hope that our Q&A has resolved some of your concerns, and inquiries. If you need any additional assistance, you can always reach out to us. Any inquiries emailed or posted on our social media page will be answered sooner rather than later.

We will do our best to answer all of your questions in a timely fashion, however, please note that purchase order inquiries will be given priority. Please allow us at least 72 hours to respond.

Nana’s Sofrito thanks you in advance for your patience and support. Please keep an eye out on our social media pages for instructions on how to use Nana's Sofrito, and for our most popular recipes.

With many Thanks, and with Gods Blessings,

Dayanne Caro

CEO of Nanas Sofrito LLC, a New York Company.