Frequently Asked Questions
Nutritional and certification information
“How can I find out what allergens are in your products? Is your facility nut/dairy/soy/wheat-free?”
Specific allergens will be declared on product labels. However, other than our Gluten Free products, all products are made in a facility that handles wheat, eggs, soy, and tree nuts.
“Where can I find the nutritional data for a specific product?”
Nutritional information is contained on each product label; If you’re looking for particular detail that isn’t provided, please contact us for assistance.
“What certifications do your products carry?”
All of our products are Orthodox Union certified Kosher.
We are proud to announce we are Safe Quality Food (SQF) Level 2 Certified. Our products meet the Global Food Safety Initiative standards for Food Safety and Quality.
“What is the shelf life of your products at room temperature? Can I freeze them? If so, for how long?”
In a closed package at room temperature, our products are good for 2 weeks in most cases. They can safely be frozen for up to 3 months before being thawed and consumed.
Company info and product availability
“Where can I find a specific product in a store near me?”
Though we are unable to provide inventory for specific store locations, our products can be found nationwide in retailers such as Whole Foods, Stop & Shop, ShopRite, Publix, Winn-Dixie, Wegmans, H-E-B, BJs, Costco and many more. Please call the location nearest you for availability (and complain loudly if they don't carry it!)
“Where are your stores?”
While we do not have our own retail stores, all of our products are produced and shipped straight out of our New York City bakeries.
“I’m local to/visiting New York. Can I take a tour of your facility?”
As much as we love meeting the people who love our products, our strict production standards prevent our facilities from being open to the public. We’re happy to answer any questions at firstname.lastname@example.org or you can get “behind-the-scenes” glimpses on our Instagram, @lillysbakingco.
“How can I become a reseller/distributor of your products?”
Please visit our Wholesale page here. We look forward to working with you!
“Do you produce customized items?”
Unfortunately, we are not able to produce custom items.
“Will you donate products to our charitable event/non-profit organization?”
As a family and community-oriented company, we’re happy to hear about your work to make the world better! Please email the details to us at email@example.com for our review.
“Can I send you feedback on your products?”
Please do! We love to hear your compliments, concerns, and ideas. Customer feedback of all kinds is always reviewed by managerial staff and used to continuously better what we do. You can send your feedback to firstname.lastname@example.org or give us a call at 718-491-2900.
“What is your satisfaction guarantee policy?”
The happiness of our customers is our top priority. Just as we would only bring the best to our families’ tables, we strive to consistently offer our very best to you. In the event that your experience falls short of your expectations, please contact us as soon as possible.
We will make it right. That’s a promise.
“Do you ever have sales on the website?”
Yes! To see announcements of our upcoming specials, please sign up for our mailing list and follow our Instagram account, @Lillysbakingco.
“What are your customer service hours of operation?”
Our office is open Monday through Friday, 9 AM to 5 PM EST. Voicemails and emails are typically answered within 1 business day. Please note that we are closed on major US and Jewish holidays.
“When/how will my online order be shipped?”
With the exception of pre-order sales which specify a particular shipping date, online orders are usually shipped in 2 business days from the time they are placed.
If any unexpected delays or issues with your order occur, you will be notified via email by a customer service representative. If we are experiencing any general delays in processing time, the announcement banner at the top of our website will advise you.
All orders are shipped via UPS Ground and you will receive an email with shipment confirmation (including a UPS tracking number) as soon as your order has been fulfilled.
“My order is being shipped as a gift to someone else. Can I include a personalized note to let them know I was thinking of them?”
Of course! You can add a high-quality handwritten Lilly’s card to your order here:
“What type of payment do you accept for online orders?”
We accept all major credit cards. Our website uses a secured server with industry standard encryption to protect your information.
“What if my product arrives damaged or I receive the wrong item?”
We strive for accuracy on 100% of our orders, careful packaging, and we only ship items in immaculate condition. However, if you receive the wrong product, it is damaged in transit, or if there are any other issues with it when you’ve received it, please contact us at email@example.com with the order number and a description of your issue. We’ll help!
“What if I make an error when placing the order or order the wrong item?”
We allow for corrections up to one hour after the order is placed. Please make sure to contact us as quickly as possible at firstname.lastname@example.org for assistance. We will respond as quickly as possible during business hours.