Who do I contact for an online order that is missing items or incorrect? We do suggest that you contact the location that you ordered from directly first. If you are unable to do so, please contact our Guest Services team to further assist here: Contact Us . Ordering
Can you label each item for group orders At this time, we are unable to label items individually but look to offer this feature very soon. Ordering
Help, your website has changed. How do I customize a menu item? Yes, we made it more user friendly. To customize an item click "customize" you can either remove standard toppings or build your own! Ordering
Can I use a gift card, coupon or birthday club reward for my online order? Yes! Log into your Portillo's account and you will see "Rewards available" if you have one. In the check out screen just select the reward you wish to use If you have a code just type the code number in the box
How do I update my account? Once you log in click on the bottom of the screen "Update Account Settings". Ordering
Why can't I find a big beef? Click on Italian Beef sandwich and you will see Big Beef as your option. Ordering
Why can’t 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. Shipping
Do you offer wholesale prices? No, we do not offer discounts on our product. Shipping
What is the return policy? New and unused merchandise with original sales receipt may be returned within 30 days of purchase for a restaurant credit. Merchandise
How long does it take to get my order? All merchandise is shipped UPS ground which can take up to 5-7 days to receive. Merchandise
Do any items on your menu contain Red Dye #6? Yes, our Chocolate cake does have this listed as an ingredient. Menu
Can the beef and gravy be frozen after cooking it? For quality purposes we don’t suggest freezing the beef after its been heated or cooked. Menu