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FAQ's

Shop & Ship


Shop & Ship
When will my order be shipped?
Orders received before 4:00 p.m. Central Time Monday-Wednesday (excluding holidays), are shipped out the same day. Orders received after 4:00 p.m. Wednesday or all day Thursday - Sunday are shipped the following Monday (excluding holidays). Orders are shipped 2 day delivery, unless otherwise specified and are subject to service availability for the delivery address.
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How will I know that my order has been received?
If you have not been contacted via e-mail by the Portillo's E-Store within 24 hours of placing your order online, please e-mail us at catering@portillos.com. In order for us to provide the best customer service, please include your billing name, date order was placed, and a day and evening phone number in your E-mail.
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What are your shipping options and prices?
We use UPS to handle our shipping needs, to best ensure delivery of fresh products. Standard shipping is UPS 2 day (second business day). Other options, such as next day or Saturday delivery may be available for additional charges. We have set a standard flat rate for all packages and this allows for easier ordering by the guest.
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How do I cancel my order or make changes?
Orders may be canceled by calling 630-851-5151, by email to catering@portillos.com or by fax to 630-851-1240 at least 2 business days prior to the ship date.  All cancellation or change requests must include the billing name and the order number.  Although we will make every effort to process your cancellation or change request, an order cannot be cancelled or changed once it has been prepared for shipment or sent out for delivery. 
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Can I ship outside the United States at the Portillo's E-Store?
We are able to ship our products anywhere in the United States. We are not able to ship to Canada or outside the United States at this time.
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Can I ship to APO/FPO addresses through the Portillo's E-Store?
We use UPS to ship our products, and therefore are not able to ship to APO/FPO addresses.
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I have already placed an order. When will it be delivered?
You are able to specify your preferred delivery date and a package may arrive on or before your selected delivery date. Although we try to schedule delivery for this date, we cannot guarantee these dates since delivery is controlled by UPS, and can be affected by weather, labor constraints and other factors outside their control.
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How do I check my delivery status?
To check the delivery status of your order, simply go to ups.com. Select your Country (USA), enter the tracking number you received when you placed your order and hit "track it!" - it's that easy! If for any reason you should have a question or problems, send us an E-mail at catering@portillos.com
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Is a shipping box guaranteed to arrive in 2 days from the day shipped?
Yes. UPS guarantees 2-day delivery. If a box is late please contact us at 630-851-5151 or Portillos.com for us to correct the late delivery
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Are you able to ship a combination package of Italian beef and hot dogs?
Not at this time and  please contact us with questions.
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Why donít you ship with dry ice?
We have found that the freezer packs do a nice job keeping the product fresh and wonít freeze our fresh produce like dry ice would.
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Does the food stay frozen?
Depending on the season and the location in the U.S. the product may start to thaw. If you need the product frozen we have an overnight option available for an additional fee.
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Can the product be refrozen?
We donít recommend refreezing the product if it is over 32 degrees upon receipt. You can use your best judgement if the product still seems frozen. This will again depend upon the season and the location in the U.S.
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Will UPS deliver if no one is at home?
In most cases, UPS will leave the box in the safest area possible and a note left on your door.  However, if the package is sent to an apartment, the recipient must be home; Due to fraud, UPS WILL NOT leave the box at a neighbor's or the apartment office.
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Can a time frame be requested for delivery?
This canít be done for 2-day deliveries, as the box could show up as late as 7 p.m. on the day of delivery. To get a smaller window of time, overnight options may be chosen, but there is an additional fee.
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Why can't a box be paid for at the restaurant?
To maintain our quality of service, our restaurant staff focuses on serving food for immediate consumption and are not trained on all of the issues involved in shipping food products.  Our shipping department is a separate operating division created to maintain the quality and safety of our food during shipping.
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Can an empty shipping box be purchased at a store?
Space limitations prevent the store from maintaining a stock of shipping boxes and other items neccesary to safely ship food products.
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When ordering a standard box may items be substituted?
To keep costs in line for the guests we don’t do substitutions for any packages.
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Why canít we purchase other Portillo's food items to be shipped?
We continue to look at adding and testing items to be shipped all year. When an item has been completely tested it will be added to our shipping selections.
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Do you ship to Alaska and Hawaii?
Yes, it is sent Priority overnight and incurs an additional fee. The shipment still will arrive in 2 days.
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Will UPS or Portillos call before a box arrives?
No, it is your responsibility to let the recipient know a perishable package is being sent.
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The recipient of the package I sent did not receive the "Gift Message" that I entered.
The Gift Message is located on the UPS Shipping Label that was affixed to the box containing the food, underneath the "Portillo's Home Kitchen" logo.
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