Search Results

What happens during severe weather or snow?

What happens during severe weather or snow? In the event of severe weather or snow advisory your order may be delivered on the next available delivery day. Shipping dates may be delayed due to circumstances outside of our control such as strike, natural disaster, or other severe weather.

My package was missing an item.

My package was missing an item. We apologize that your order was missing an item. Please Contact Us with the details and order number. Shipping

My gravy is leaking.

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

Does the food stay frozen?

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

Can I ship to a P.O. Box or APO/FPO address?

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

Are you able to ship a combination package of Italian beef and hot dogs?

Are you able to ship a combination package of Italian beef and hot dogs? We are unable to modify or customize our packages at this time and do apologize for any inconvenience. The packages we do offer are available on our website. Shipping

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

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

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

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

How do our Fundraisers work?

How do our Fundraisers work? Portillo's will donate 20% of the sales that your organization earns! The amount will be donated when someone comes in with your flyer (smart phone counts, too) or mentions your organization at checkout. Feel free to dine in, carry out, or go through the drive thru.