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Frequently Asked Questions


Sending a Package


How soon will my package ship once the order is placed?
We will ship your order on or before date requested, using the most effective delivery services available, for delivery within 24-48 hours. Cutoff times are subject to change. Typically during non-peak season (January-November) orders must be received before 10 AM CST.
You can review your order information here.

Major holidays and/or weather conditions may change shipping availability.

Are shipping charges added separately?
No, all prices include standard shipping within the continental United States.

What is standard shipping?
We will ship your order on or before the day promised, using the most effective delivery services available.

What information do you need to send out a package?
We need a complete street address, with correct zip code, apartment or suite number, spellings of streets, cities and a daytime phone number for the recipient. A business name is required for all business deliveries.

What if I don't have complete and correct address information?
Please check addresses carefully. We guarantee delivery only to the address we are given. UPS may not forward without additional charges that we will pass along to you. If you need additional assistance please call our customer service department at 1-800-LOU-TOGO (1-800-568-8646). You can also verify an address or find a zip code at www.usps.com

Can I send to a P.O. Box or H.C. address?
No. UPS will not ship to a P.O. Box or H.C. address. UPS requires a physical street address. Damage due to incorrect or incomplete shipping addresses voids our guarantee. Be sure to double check addresses.

Can I send to a college dorm?
Yes, but because of the nature of the residence a signature will be required. We strongly recommend you let the college student know a package is coming and to be on the lookout. UPS will not call or leave a note regarding package delivery. *Make sure the student has access to an oven. We do not recommend cooking in a microwave.

Can I personalize my message?
Yes, we print a personalized message on the outside of the box on the address label. We ask you try to keep the message within 15-20 words.

How are the products sent?
Perishable products are flash frozen and packed with dry ice in a reusable “keep fresh” cooler shipped via UPS. Non-perishable items are shipped ground and arrive in 5-7 business days.

Can you ship outside of the USA?
No, currently we can only ship within the USA.

Can I ship to Puerto Rico?
Yes, Puerto Rico is a territory of the United States, we can ship there for an additional $30.00 per package. Packages can take up to 48 hours to arrive.

Can I ship to Alaska or Hawaii?
Yes, there is an additional shipping charge of $30.00 per package. Packages can take up to 48 hours to arrive.

Can I purchase gift cards for product packages?
Yes, you can purchase gift cards for a specific item or in $5.00 denominations for any amount over $10.00. Gift cards are sent via U.S. mail. Please allow 5-7 business days for delivery. Gift cards may be shipped via UPS for a surcharge.

New! Send a virtual gift card today! Virtual gift cards are sent via email immediately after the order is placed.

Delivery


What time will the package be delivered?
UPS typically delivers to residential addresses between the hours of 9:00am and 8:00pm and to businesses between 9:00am and 5:00pm. An exact time of delivery cannot be given, it depends where the address is on the UPS courier’s route. You will receive a shipment confirmation email with the tracking number from UPS.

Will UPS or Lou Malnati's Tastes of Chicago call before delivering the package?
No, it is your responsibility to let the recipient know a package is coming. We strongly advise this because the package is of a perishable nature and needs to be put in refrigeration ASAP.

Does someone have to be home to sign for the package?
When sending to a residential address it is standard practice to release the package at the door if no one is home. Please advise the recipient a package is coming and to be on the lookout. Recipients in multi-unit buildings should be home in case the UPS driver needs a signature. When shipping to multi-unit buildings, packages may be delivered to apartment office.

What if the UPS Courier cannot leave the package at the door without a signature?
The courier will take the package back to the UPS station and it will be the recipient’s responsibility to pick it up or reschedule a delivery before the package spoils.

Will UPS keep the package refrigerated?
No, products are kept cold by our packaging process.

Ingredients and Preparation


What if there is no dry ice in the package when I open it?
Dry ice evaporates, so there may not be any visible dry ice in the package upon opening. If the products are "cool to the touch", they are OK to eat.

How long can the products keep in the "keep fresh" coolers?
All packages have enough dry ice to keep products frozen for more than 48 hours from the time they leave our facility.

Can I put the products in the freezer?
If the products are frozen when the package is received, you can put them in the freezer. If the products have been defrosted, for the best flavor, we do not recommend refreezing. Refrigerate defrosted products and eat within 24 hours.

How long do the products keep in the freezer?
For the best taste, we recommend eating the frozen products within 30 days, however the products will keep in the freezer longer.

How do I cook the products?
All products come with individual baking instructions. Please see product labels or inserts for specific instructions. Or, click here to view online cooking instructions.

Can I cook the pizzas in the microwave oven?
We do not recommend this.

Is the sausage beef or pork?
We use pork sausage.


All prices are subject to change.
Some contents are subject to substitution of
similar type and value.

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