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Should I freeze my product?

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?

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.

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?

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?

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

Where can a Gift Card be used?

Where can a Gift Card be used? Portillo's gift cards can be used at all of our locations as well as online for catering, nationwide shipping, merchandise, and apparel. Gift cards can not be used to purchase more gift cards. Gift Cards

Can I add a message to my order?

Can I add a message to my order? Yes! When in check out you can add a message.  Gift Cards

Are you able to add money to a Gift Card?

Are you able to add money to a Gift Card? No, cards are not reloadable, you would need to purchase another one.  Gift Cards

Can you receive money back from a Gift Card?

Can you receive money back from a Gift Card? No, there is no cash back on gift cards Gift Cards

In what dollar amounts may I choose a Gift Card?

In what dollar amounts may I choose a Gift Card? Online gift cards can be purchased for the following amounts: $10,$25, $50, $75 & $100. If you wish to purchase for different dollar amount you may buy them at any of our locations for any dollar value from $5-100.  Gift Cards

What are your restaurant's hours of operation?

What are your restaurant's hours of operation? Most of our restaurants are open from 10:30am - 10pm but do vary by location. Please select your desired location for its hours here : www.portillos.com/locations   Our Restaurants

Holiday Hours

Holiday Hours Thanksgiving Day we will be closed  and we will reopen with normal business hours on Friday. Christmas Eve, closing at 5:00 pm. Christmas Day we will be  closed  and we will reopen with normal business hours on December 26th. New Year's Eve we will be closing ea

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