Search Results | Portillo's
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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

I got the wrong package of food.

I got the wrong package of food. We apologize. Please Contact Us  with your order number and what you received. 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

How do I check the balance of a Gift Card?

How do I check the balance of a Gift Card? You can check your balance here  or by calling 844-447-7251. You will need the pin number which is located under the grey scratch-off box on the back of the gift card.  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

Will I get a call when my food arrives?

Will I get a call when my food arrives? You will get a text message when your food is being delivered and one when the driver is approaching the drop off.  Delivery

Who delivers your food?

Who delivers your food? We do use Door Dash as a delivery partner as well as some locations offer Portillo's delivery drivers for larger orders.  Delivery

Do you have a minimum order total for delivery?

Do you have a minimum order total for delivery? For delivery, there is a $15 order minimum.  Delivery

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