My gravy is leaking. It is normal for a small amount of gravy to leak during shipping. If the container is completely broken or has leaked outside of the box, please Contact Us , we may ask you to send photos for training purposes. Shipping
Can I ship to a P.O. Box or APO/FPO address? We use FedEx to ship our products and are not able to ship to an APO/FPO address or to a PO Box. Shipping
Does the food stay frozen? The meat and gravy is shipped frozen, and other items are refrigerator cold. All packages are meant to arrive refrigerator cold. If you would like to have the meat and gravy arrive frozen we do offer overnight options. Shipping
Should I freeze my product? For best quality, we don't recommend refreezing the product if it arrived over 32 degrees. If the product arrived still frozen you can keep it frozen for 3 months. Shipping
Why don’t you ship with dry ice? We have found that the freezer packs do a nice job keeping the product fresh and won't freeze our fresh produce like dry ice would. Shipping
I cooked the food and it didn't taste as good. We apologize that you were not happy with the way your food tasted. We are unable to refund cooked product. Please make sure to follow the heating instructions accordingly. Shipping
When ordering a standard box, may items be substituted? We do apologize but we are unable to modify or provide substitutions for any items in our packages. Shipping
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 create
What time can I have the night wedding package delivered? The order must be within the delivery zone and delivered between 9pm-10:30pm Mon-Sun. Subject to availability. Late Night Wedding Catering
How far in advance can I book the late night wedding catering page? You must book 60 days in advance of your event date with a member of the Portillo's team via phone by calling 866-986-2333 and selecting option 3. Subject to availability. Late Night Wedding Catering
Who delivers the late night bites? Our skilled Catering Coordinator will deliver and set up your late night bites order. Late Night Wedding Catering
Where is the cheese sauce fountain available? To order this package, your event must be in the Chicagoland Illinois area and in our restaurant delivery range. Subject to availability. Late Night Wedding Catering