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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

What do I need to reserve the date, time and space for my event?

What do I need to reserve the date, time and space for my event? A signed contract and deposit are required to reserve the date, time and space for any banquet.

Is there a room charge?

Is there a room charge? At select Portillo's locations: There is no charge for the room when the Banquet Menu is used. A Room Charge will apply if: The guests order off of the menu, the guest count is below the required minimum number of guests, there is extensive set up or breakdown, or, use of

Can I order off the menu for my banquet?

Can I order off the menu for my banquet? At select Portillo's locations: You may order off the menu but a room charge will be applied.

Is there a different rate for children?

Is there a different rate for children? Yes, there are special options and pricing for children ages 2-11. There is no charge for children under the age of 2. *Please inquire for further details.

How far in advance must the banquet menu be selected?

How far in advance must the banquet menu be selected? At select Portillo’s locations: Menu selections can be given anytime after the event is booked. However, final menu decisions are due 7 days before the date of the event in order to ensure sufficient products for your banquet.

How far in advance does the guarantee guest count need to be confirmed?

How far in advance does the guarantee guest count need to be confirmed? The guarantee guest count is due 7 days prior to the date of the event. The guarantee is the number you will be charged for the day of the event, so be as accurate as possible. If you are not sure about a couple of guests (becau

Can outside entertainment such as clowns, musicians, etc, be brought in for my event?

Can outside entertainment such as clowns, musicians, etc, be brought in for my event? Yes, we welcome any enhancement to our special events, however, due to various licensing regulations, prior approval is needed. *Please note that some entertainment will be approved on a discretionary basis.

What forms of payment do you accept?

What forms of payment do you accept? At select Portillo's locations: Deposits and final payments are accepted in the form of cash, American Express, MasterCard , Visa and Discover Network cards.

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