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Frequently Asked Questions (FAQ's)

Answers to your questions.  Customer Service and Shipping Information!

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

Online Orders
To order online, simply find the item(s) you want and add them to your basket. When you are finished, please checkout and your order shall be on its way. It's that easy!

Phone Orders
You can call our customer service center at 865-688-0429 ext 4 to place your order.  Our customer service staff is available weekdays from 7a.m. to 1:00p.m. E.S.T.

Fax Orders
To order by fax, click to print out our fax order form.  Fax the completed and signed form to 865-689-3113.  Our fax line is available 24 hours a day.  Please include your daytime phone number so we can contact you if we have any questions regarding your order.

Payment Methods
We accept Visa, MasterCard, and American Express for online, phone and fax orders.

Who do I contact with questions?
For general questions or comments please email us at  We try and respond to emails within 24 hours.

Making sure our customers are happy and satisfied is an important part of our business.  Whether you buy online, or in our store we want you to be 100% satisfied.  In the rare case, where you might have a problem, please contact us, so we can make it right for you.

Do you carry sugar-free or lactose-free products?
No, not at this time.

Do any of your products contain nuts, soy, eggs or milk?
Yes, given the nature of our production process, any product could contain traces of ingredients used in other products.  We cannot guarantee cross-contamination may not occur without our knowledge, so we rather err on the side of caution and tell you that traces of items you could be allergic to could be in any of our products.  These ingredients included but are not limited to tree nuts, peanuts, chocolate, and flour (gluten).

Can we customize an order?
We do offer some customization.  To discuss your specific requirements, please call 865-688-0429 ext 4weekdays from 7 a.m. to 1:00 p.m. E.S.T. or e-mail questions to Please sure be sure to include a daytime telephone number in any email correspondence.

Can we modify an order?
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 to 865-688-0429 ext: 4 or e-mail to  Please be sure to include your order number with your request along with a return phone number.  We will confirm the change by phone or e-mail.

Do you guarantee your product?
We are delighted to share our Litton’s Direct to You products with you!  If you experience a problem with any product, shipping, or service, please notify us promptly at 865-688-0429 ext:4.

If your package arrives damaged, please keep all packaging and items and contact our customer service at 865-688-0429 ext:4 within 24 hours of delivery.

However, we regret that we are unable to make refunds in the event that an item is not to your liking.  We encourage you to ask questions about our products prior to purchase.  Our customer service team will make every effort to assist you in purchasing a product you will thoroughly enjoy.

May I order in advance?
Yes.  We highly recommend advance ordering during the holiday season!

Where should I have my order delivered?
We strongly recommend sending all shipments to residential addresses, an office or business location.  We do not ship to a PO Box.

In regards to shipping and delivery, we cannot take responsibility for incorrect addresses, PO Boxes and unsuccessful delivery attempts.  Incomplete or inaccurate information may cause a delay in processing or shipment of your order.  Please provide both the shipper and recipient’s telephone number should there be any questions regarding the order.

Does someone need to be present when the package is delivered?
For the convenience of our customers, Litton’s has given signature release to UPS for all of our products.  Since a signature is not required for deliveries, arrangements to have someone present or aware they are receiving a shipment is the sole responsibility of the customer and is highly suggested due to the perishable nature of our products.

What if the package is not delivered on the date I specified?
Any question regarding shipping should be addressed to our customer service department. We are not responsible for any packages that are addressed incorrectly so please verify address prior to submitting and or any packages that maybe weather delayed.

Why do you need my recipient’s phone number?
UPS must have the recipient’s phone number to qualify for our guaranteed delivery service.  We will not contact your gift recipient via phone unless we have problems with delivery.

Where do you ship?
We ship to all U.S. states except Alaska and Hawaii.

Can I send a personalized message with my shipment?
Yes, you can! Remember to include your message in the space provided on the order form.  Your shipment will arrive with your personalized gift card.

Do you collect sales tax?
We collect Tennessee and local Knox County sales tax if a product is shipped to a Tennessee address.

Can I redeem a Litton’s gift card on-line?
Currently our gift cards can only be redeemed at our restaurant, but we will soon offer gift cards which you will be able to use online, as you do a credit card.

What time does my order have to be placed for same day shipping or In store Pick-up?
Monday through Friday by 1:00pm EST.  Friday is only available for in store pick-up. Please call in any other in store pick up orders if past the time line and needed on the same day.

(865-688-0429) ext: 3   Please read all shipping rules.

When will my credit card be charged?
Your credit card will be charged when your order is placed, regardless of the shipping date.

What sort of order confirmation will I receive?
You will receive an email with your order number and details of your order shortly after submitting an online order.  If you do not receive this email within one hour, please contact us at 877-293-2253 x11 or

How will I know when my order has shipped?
When your order ships, you will receive an email from UPS with the tracking number for each recipient. You can track your order by viewing

Can I freeze my food?
Yes. You may freeze all of our products immediately upon receipt.  Instructions are included in the packaging

If I place an order over the weekend, when can I expect Litton’s to receive it?
We are open from 9:00a.m. - 4:30p.m. EST Monday through Friday.  Therefore, we would receive your order on the following business day.  (Please note:  We are closed for nationally recognized holidays.)

What if I would like to place an order to ship to many different recipients?
We suggest that you print out and complete the fax order form.You may fax in your order at 865-689-3113.  The fax line is available 24 hours a day.  You may also scan and email the fax form to

Shipping Information

How are your desserts packaged?
Litton’s Direct To You products are delivered safely to your door.  Our gourmet desserts are made from scratch, flash frozen, and carefully packaged in a Styrofoam container with gel packs.  To ensure a completely safe delivery, we pack the cooler in a corrugated box for extra protection and delivered to your doorstep.  Upon arrival, the cakes may still be semi-frozen and can be refrozen or refrigerated without harm to the product.  For the best flavor, serve each dessert at room temperature.  Instructions are in the packaging.

How do you ship your products?
UPS Next Day Air Service is recommended at all times but only required during the warmer/summer months to ensure the freshness of our products.  This also applies to items shipping to a location where the temperature is 65 degrees or higher will automatically be sent UPS Next Day Air AT THE EXPENSE OF THE CUSTOMER. UPS Next Day Air orders can ship Monday – Thursday.  Orders received Thursday after 3:00pm EST through Sunday will not be processed or shipped until the following Monday.  Saturday delivery is available in most major markets for an additional charge.

For UPS TWO-DAY Air during the colder months, our dessert items are shipped Monday, Tuesday, and Wednesday only.  Thursday shipping is an option only where Saturday delivery is available.

Litton’s Direct ToYou reserves the right to adjust shipping dates for adequate delivery time at the customers expense (earliest available will always be chosen).

Phone orders may be placed with our sales office at 865-688-0429 x11 but we highly recommend the other options during the busy holiday seasons. 

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