Lutz Cafe and Pastry Shop
Lutz Cafe

Customer Service

How to Order | Payment Methods | Order Tracking | Order Modifications | Customization | Product Guarantee | Shipping

HOW TO ORDER
For your convenience, we offer three ways to order: online, phone, or fax.

Online Orders
To order online, click here.

Phone Orders
You can call our customer service center at 773-478-7785 to place your order. Our customer service staff is available every day from 8 a.m. to 7 p.m. C.S.T.

Fax Orders
Orders can be faxed to 773-478-8629. Our fax line is available 24 hours a day. Include on the fax the product, product number, quanitity and price. Please also include your name, billing address, shipping address, email address as well as your phone number. We will contact you for your credit card information.


PAYMENT METHODS
We accept Visa, Mastercard, Discover and American Express for online, phone, or fax orders.


ORDER TRACKING
You will receive an email with your order number and order details shortly after submitting an online order. If you do not receive this email confirmation within one hour, please contact us at 773-478-7785 or info@lutzbakery.com. When your order ships, you will receive an email directly from UPS with the tracking number for each recipient.


ORDER MODIFICATIONS
If you need to modify an order after it’s been placed, we can accommodate your request as long as we have not produced or shipped your order. All requests must be made by phone (773-478-7785) or email info@lutzbakery.com. Please be sure to include your order number with your request. We will confirm the change by phone or email.


CUSTOMIZATION
We do offer customization. To discuss your specific requirements, please call 773-478-7785 weekdays from 8 a.m. to 7 p.m. C.S.T. or email info@lutzbakery.com. Please be sure to include a daytime telephone number in any email correspondence.


PRODUCT GUARANTEE
If you are dissatisfied with your purchase, please contact us weekdays at 773-478-7785 between. 8 A.M. and 7 P.M. Central Standard Time. We request that you retain all remaining product and packaging materials so we can best assist you. If your product arrives damaged, we request that you contact us within 24 hours of receiving your package.


SHIPPING
We ship via UPS. We are unable to ship to P.O. boxes or APO/FPO addresses. For orders to Hawaii or Alaska, please call 773-478-7785 weekdays between 9 a.m. and 7p.m. CST for availability and shipping costs. We do not ship to Canada, Mexico, Puerto Rico, or overseas.
Orders placed weekdays by 10:00 a.m. CST can be shipped the same business day. Some restrictions may apply.

We cannot be responsible for any weather-related delivery delays. We also cannot be responsible for delivery delays or package returns if you provide an incorrect or incomplete recipient address. Please be sure to include any company name, apartment number, floor number, or unit number in each recipient's address.

Shipping Options
When choosing your desired arrival date and shipping method, please be aware that business days refer to weekdays (Monday through Friday) and exclude certain legal holidays.

When ordering, the first available arrival date for the shipping method selected is initially offered. If desired, you may change this date to a later arrival date.

With Ground shipping, your order will arrive BY the requested arrival date and may arrive earlier. We can only assure delivery on a specific date if you choose Next Day Air, Second Day Air, or Saturday Delivery as your shipping option.

Ground: Your order ships five business days before the requested delivery date. Since an order takes from one to five business days to arrive, your order might arrive earlier than your requested delivery date. All orders ship from Chicago.

Next Day Air: Your order ships one business day before your requested arrival date.

Second Day Air: Your order ships two business days before your requested arrival date.

Shipping and Handling Charges

To ensure your order arrives in fresh condition:

  • All frozen products are shipped in a specially designed foam cooler container that includes dry ice. This will ensure that the product safely arrives to the destination.
  • Certain cakes and pastries, that need to be frozen, ship ONLY via Next Day Air. Saturday, Sunday and Monday delivery is not available for these items.
  • Depending on your product selection, your package’s destination, and temperature conditions, we will contact you if weather conditions necessitate a change in your shipping method.

Order Tracking
When your order ships, you will receive an email from UPS. This email, with a return address of "QuantumView," includes your UPS package tracking number. Use the link in that email to check delivery status of your package. If you have questions about the tracking, please contact us at 773-478-7785.