Frequently Asked Questions

When & Where are the tour stops?

April 6 – Canal & Taylor (520 W. Taylor Street)

April 13 – Oak Lawn (4020 W. 95th Street)

April 20 – Bolingbrook (134 E Boughton Rd.)

April 27 – Downers Grove (1500 Butterfield Rd.)

May 4 – Naperville (1992 W. Jefferson)

May 11 – Glendale Heights (235 North Ave.)

May 18 – Elgin (1020 S. Randall Rd.)

May 25 – Crystal Lake (855 Cog Circle)

June 1 – Rockford (6090 State Street)

June 8 – Villa Park (635 1/2 North Ave.)

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Where can I buy the merchandise?

The limited-edition merchandise is only available at one of our tour stops.  

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Do I need tickets?

No! Just head over to one of our tour stops. 

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What time will you be at the locations?

We will be in the parking lot from 4pm -7pm for every stop. 

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How can I enter to win free Portillo's for a year?

You can scan our QR code in any of out locations to enter to win starting April 5th. 

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Will I be able to buy the merchandise online?

Sorry, at this time its only going to be available at one of our stops, come visit us!

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How do I get free cake?

The first 10 fans to visit the Dog House at each stop of the tour will receive an offer for one free slice of our legendary, homemade chocolate cake

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What is the Dog House Tour?

It's our 60th anniversary celebration, learn more here:

https://www.portillos.com/60thanniversary/

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I am not able to access the survey

We have changed our survey time frame to be taken within 3 days. The fry code does not expire once taken. 

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When will the Lemon cake be available?

Lemon Cakes, Lemon Cake Shakes and Strawberry Lemon Cake Shakes are available from April 3th 2023 - September 4th 2023. 

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Can I get the Lemon Cake shipped?

Sorry no, the Lemon Cake is too delicate to make the shipping journey.

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What is the Lemon Cake?

Two layers of yellow caked topped with sweet lemon frosting. 

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Where can I get the Lemon Cake?

You can get Lemon Cake at any of our restaurants. 

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How long will the Crocs be available?

The Crocs will be available for sale starting November 15^th while supplies last.

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What sizes are available?

•            M4/W6

•            M5/W7

•            M6/W8  

•            M7/W9

•            M8/W10

•            M9/W11

•            M10/W12

•            M11

•            M12

•            M13

•            M14

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Where can I purchase Portillo’s Crocs?

https://www.portillos.com/crocs

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Can I buy Portillo’s Jibbitz?

Yes, we have a 4-pack of Jibbitz available for sale at https://www.portillos.com/portillo-s-jibbitz-4-pack/

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How can I place a pickup order?

Visit portillos.com and click on "order now", then select "inside pickup". 

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I’m looking to place an order, what is the best way to do this?

All takeout orders can be placed online. The best way is to place your order directly on the Portillo’s website or Portillo’s App for the best dill!

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I don’t have a cell phone/way to get online. How can I place my order in advance?

We are happy to place your order upon arrival; we have team members available to assist you once you arrive. We will work quickly to place and prepare your order for you.

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How early can I place an order?

All takeout orders can be placed up to 45 days in advance. To place your takeout order in advance, please visit our website portillos.com, or download our Portillo’s App.

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Why can’t I call in to place my takeout order over the phone?

We have updated our online ordering platforms and will no longer be offering the option to place takeout orders over the phone

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How do I modify my order?

If you have placed your order for immediate pickup or delivery, we are unable to modify the order. 

Visit Portillos.com or call 866-YUM-BEEF at least 24 hours before delivery or pickup time. Due to inventory & labor costs, refunds are only available for orders canceled at least 24 hours in advance of the scheduled delivery or pickup.

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How do I cancel my order?

If you placed your order for ASAP you are unable to change this order. If you have placed your order for a future date or time you can modify it by logging in to your Portillo's account. 

Visit Portillos.com or call 866-YUM-BEEF at least 24 hours before delivery or pickup time. Due to inventory & labor costs, refunds are only available for orders canceled at least 24 hours in advance of the scheduled delivery or pickup.

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How do I add, remove, and edit payment card information?

To remove a card, please log into your Portillo's account. Click on your account settings and you can delete any credit card or gift card from your account.

You can add a card at check out. 

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Where can I go to place a delivery order?

We offer the option to place a delivery order with Portillo's through our website www.portillos.com, the Portillo's app. 

 

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When is my restaurant getting online ordering and delivery?

We currently offer online ordering at all of our restaurants. Delivery service is available at every restaurant via online ordering. 

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How do I add, remove, and edit my credit card information?

To remove a card please log into your Portillo's account. Click on your account settings and your can delete any credit card or gift card from your account. You can add a card at check out.

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Do you offer your catering menu for online ordering?

Yes, you can access our Catering menu for your specific location here: https://catering.portillos.com/.

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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. 1 per order. 

 

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Who do I contact for an online order that is missing items or incorrect?

We do suggest that you contact the location that your ordered from directly first. If you are unable to do so, please contact our Guest Services team to further assist here: www.portillos.com/contactus. 

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Who do I contact for an online order that was placed with Door Dash, Uber Eats or any other 3rd party delivery service?

If you have placed your order outside of our app or website, please do contact the service used for assistance. 

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Do I need to create a Portillo's account in order to order online?

No, if you are using our app you can select the option to "continue as guest." If you are ordering on our website, you will be able to enter your contact information at the checkout screen.

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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. 

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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! 

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How do update my account?

Once you log in click on the bottom of the screen "Update Account Settings".

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Why can't I find a big beef?

Click on Italian Beef sandwich and you will see Big Beef as your option.

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What is a Jumbo Cheese Sauce?

Our famous cheese sauce served family-style. Enough for the French Fry Fast Pack or Onion Ring Fast Pack order.

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Do you have curbside pickup?

Sorry no, we do not offer curbside pickup. 

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Why did you remove curbside pickup?

We replaced curbside pickup with the option to pick up your food inside the restaurant. We believe this is a better experience for our guests. 

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Where do I pick up my food inside?

Find the large red "PICK UP" shelves located inside the restaurant. Your food will be displayed alphabetically by your first initial. 

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Are you looking for Prices or do you need a quote or estimate for an event?

Because items and pricing are subject to change, this is the most accurate way to get real time pricing. Click here, you will be directed to our ordering platform. Enter the city of the closest Portillo’s to your event. Look through the menu for current pricing or add items to the basket/cart, this will give a running total and provide you an estimate of costs for your event.

If you need additional assistance, please contact the Catering Department at 866-YUM-BEEF (866-986-2333).

Click here for the catering menu.

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Need to cancel or modify order?

Visit Portillos.com or call 866-YUM-BEEF at least 24 hours before delivery or pickup time. Due to inventory & labor costs, refunds are only available for orders canceled at least 24 hours in advance of the scheduled delivery or pickup.

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How much advanced notice is required to place a catering order?

Take and Make beef, bread and peppers are always readily available for pickup at any of our restaurants with no notice required.  For other orders we ask for 3-4 days' notice. Orders can be placed after this time but may be subject to limited availability.

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I have a tax exempt letter, can that be applied to my catering order?

Yes, you can bring in a copy at the time of pickup and we can adjust the order to refund the tax on the day of. 

For delivery orders please email cateringteam@portillos.com the tax exemption letter and the order number and we can adjust the order to refund the tax on the day of. 

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Do you have any catering vegan options?

Yes, you can order a Fast Pack of Garden Dogs. You can also customize any catering salad to be vegan by removing the protein and dairy options.

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How many sandwiches can I make per pound of beef?

One pound of Portillo's Italian beef yields (8) 4-inch sandwiches. 

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How is the beef sold?

There are two ways to order Portillo’s Italian beef. If you’re looking for ready-to-serve buffet-style catering, order under the “Party Packages” category here.  These Party Packages are full meals, including prepared Italian beef, hot gravy and warmers. They are quick to setup and serve your group easily, even if a kitchen is unavailable.

 

If you would like to make the Italian Beef at home, you can purchase our cold Take & Make Kits, or cold packaged Italian beef under the “Take & Make Italian Beef” catering here. The beef is packaged in 1lb. and 2.5lb bags.  Gravy (a.k.a. "au jus") is cold, ready to "heat and serve.” Note: Gravy is NOT sold separately from the beef. 

Check out our heating instructions here. 

 

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Is it possible to purchase hot beef and or hot gravy?

We do not combine the beef and hot gravy together in a tray because the beef will become tough. 

The Party Packages are full meals, including pre-fluffed beef and hot gravy. They are quick to setup and serve your group easily, even if a kitchen is unavailable.

Don't need the full meal? Check out our warm Italian Beef Catering Tray in the Entrees category. Note: Hot gravy is NOT sold separately from the beef.

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Is the French bread included with the cost of the beef?

Our French bread is sold separately. Each loaf yields (8) 4-inch pieces of bread. 

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Is it possible to pick up my catering order through the drive-thru?

It is not possible to pick up a catering order through the drive-thru. Much of the packaging we use is too large to pass through the window. We invite you to pick up inside at the catering counter.

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Where do I go to pick up my catering order?

In order to provide better and faster service, Portillo's now has designated pickup areas in all of our restaurants. This counter/shelf is usually located near the bar and dessert counter.

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When do I pay for my catering order?

Payment is taken when you place the order in the app, online, over the phone. We accept Visa, Master Card, American Express, Discover Network and Portillo's Gift cards. 

No personal checks are accepted.

Cash is accepted for same day walk-in orders, however items are subject to availability and your wait time; while the team members prepares your order, will depend on the items ordered.

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Does Portillo's offer discounts?

We currently do not have any promotions at this time. 

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Is there a minimum amount that I must spend on a catering order?

There are no minimum item or dollar ordering restrictions on our catering menu.

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Does Portillo's sell any raw product?

All of our product is fully cooked and ready to serve.  Even our items that come cold are precooked and just need warming. 

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Does Portillo's deliver?

Our delivery spots do fill up quickly and we suggest you order as early as possible. 

Deliveries are based upon distance and driver availability. Order setup is subject to driver availability and may incur additional fees. 

If delivery is not available, we do offer easy pickup options like our Buffet Packages & Fast Packs that you can setup with ease. 

 

 

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Can I get hot pasta?

You can pick up hot, ready to serve, regular or baked mostaccioli (choice of marinara or meat sauce) and vodka pastas at any of our restaurants. 

Our Barnelli's restaurants also carry hot, ready to serve, specialty pastas.  

Note: Barnelli's restaurants are located in Glendale Heights, Schaumburg, Naperville (Rt. 59), Vernon Hills, Niles, Summit, Crystal Lake, Willowbrook and Downtown Chicago on Clark and Ontario.

 

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Do you sell fried chicken at any of your locations?

While we do not offer bone-in fried chicken on our menu, all Portillo's restaurants offer chicken tenders.

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Can I do premade sandwiches?

Yes, We offer our individually wrapped Fast Pack Sandwiches, in quantities of 8, here for a quick grab and go experience.

 

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How do I pre-order / order Catering?

You can order catering here or give us a call at 866-YUM-BEEF.

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How do I know how much to order?

Our portions can be found on our menu. We are happy to help you with portioning for your event. Give us a call at 866-YUM-BEEF for your quote today.

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Do you provide or sell service items?

Most of our items do come with serving utensils. We do offer them ala carte if you would like to purchase additional. They can be found under our service items category here.

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Why do your Chocolate Eclair Cake and Italian Strawberry Shortcake need 24 notice??

Just like our Famous Chocolate cakes, our skilled team members will create from scratch your Chocolate Eclair Cake or Italian Strawberry Shortcake.

Our secret recipe requires time to create and set for your event, so please order 24 hours in advance to ensure availability.

 

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Can I customize a salad for a group?

Yes, you can request items to be removed or left on the side for our salads. 

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Can I add protein to a mostaccioli/pasta tray?

Yes, you can add protein to any catering pasta dish. 

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Can you do a delivery with (3) part shifts/ early 3a.m.-5 a.m. shift?

Our delivery spots do fill up quickly and we suggest you order as early as possible.

 
Deliveries are based upon distance and driver availability. Order setup is subject to driver availability and may incur additional fees. 

If delivery is not available, we do offer easy pickup options like our Party Packages

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Does the catering salads come with bread?

No, the catering salads do not come with bread.

 

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Do you have Boxed lunches?

We do offer fast packs which are pre-made sandwiches. 

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Do you have and cookies or dessert bar trays?

We do not offer cookies or dessert bar trays at this time.

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What happens during sever weather or snow?

In the event of severe weather or snow advisory your order may be delivered on the next available delivery day

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I need help placing an order.

If you need help placing an order, please call 866-YUM-BEEF, press 3 for Shop & Ship and press 1 to place a shipping order. 

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Which days do you ship?

Food Orders:

Sunday – No Arrivals

Monday - No Arrivals

Tuesday – Next Day Standard & Next Day Priority

Wednesday – Standard 2-day, Next Day Standard, Next Day Priority

Thursday - Standard 2-day, Next Day Standard, Next Day Priority

Friday - Standard 2-day, Next Day Standard, Next Day Priority

Saturday – Saturday Delivery

Ground is for all non-food merchandise. 

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What are your shipping options and prices?

We use UPS to handle our shipping needs, to best ensure delivery of fresh products. Standard shipping is UPS 2 day (second business day). You select your order arrival date at order checkout. Other options, such as next day or Saturday delivery may be available for additional charges. We have set a standard flat rate for all packages and this allows for easier ordering by the guest.

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When will my order be shipped?

You  select  the arrival date during  the  checkout  process.   We offer free shipping  for delivery  Wednesday – Friday  (excluding holidays) . Orders placed for same day  shipping  must be made before 3:00pm Central time Monday – Friday.  If your order is placed after 3pm CST, it will be shipped out the next available date for the service selected. Orders are shipped 2 day delivery, unless otherwise specified and are subject to service availability for the delivery address.

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When will my order be delivered?

You are able to specify your preferred delivery date when placing your shop and ship order.  A package may arrive on or before your selected delivery date. Although we try to schedule delivery for this date, we cannot guarantee these dates since delivery is controlled by UPS, and can be affected by weather, labor constraints and other factors outside their control.

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Can a time frame be requested for delivery?

When placing the order, you pick the date of delivery. UPS doesn't guarantee a time of delivery.

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Will UPS deliver if no one is at home?

In most cases, UPS will leave the box in the safest area possible, you can sign up at UPS.com to get updates on your delivery by using your tracking number. UPS is not responsible for alerting you if you box has been delivered, your package can arrive from 8am-9pm please be on the look out for it. 

However, if the package is sent to an apartment, the recipient must be home; Due to fraud, UPS WILL NOT leave the box at a neighbor's or the apartment office.

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Will UPS or Portillo's call before a box arrives?

No, it is your responsibility to let the recipient know a perishable package is being sent.

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How do I send packages to more than one address?

When choosing a package it gives you the option of 'ship to' and the options 'myself' or 'other'. If 'other' is chosen please enter the recipients name in the box.

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Do you ship to Alaska and Hawaii?

Yes, it is sent Priority overnight and incurs an additional fee. The shipment still will arrive in 2 days.

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How do I know my order is correct?

You will view your order confirmation page showing your address and what was purchased before you finalized your order. Once you click purchase, the order is finalized. Your order number and confirmation information will be emailed to you as well. Please make sure this is correct before placing order. We will need 2 business days to make any changes on the order. 

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How do I check my delivery status?

You will receive an email with the tracking number for UPS in it, simply go to UPS.com and track the package. If you don’t have your tracking number you can find it by visiting https://www.portillos.com/tracking/

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How do I cancel my order?

To cancel an order, we need at least 2 business days prior to shipping to process this. Any cancellations after this time will not be able to be processed. Please call 630-581-0770 or email guestservicesshipping@portillos.com . All cancellation or change requests must include the billing name and the order number. Although we will make every effort to process your cancellation or change request, an order cannot be cancelled or changed once it has been prepared for shipment or sent out for delivery.

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Can I ship to P.O. boxes?

No UPS does not ship food to PO boxes.

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Can I ship outside the United States?

We are able to ship our products anywhere in the United States. We are not able to ship to Canada or outside the United States at this time. 

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Can I ship to APO/FPO addresses through the Portillo's E-Store?

We use UPS to ship our products, and therefore are not able to ship to APO/FPO /PO Box  addresses.

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How will I know that my order has been received?

If you have not been contacted via e-mail by the Portillo's E-Store within 24 hours of placing your order online, please  check your spam. If you don't see the email confirmation after checking your spam, please e-mail us at guestservicesshipping@portillos.com. In order for us to provide the best customer service, please include your billing name, date order was placed, and a day and evening phone number in your E-mail.

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I want to order this for a Christmas gift, when should I place my order?

We would suggest you place the order in advance to arrive before the week of Christmas as UPS has high demands at this time. Orders will need to be placed prior to 3:00pm CST on December 20th, for arrival the next day.  There are no shipments 22-27th, 29-31st, 2022, or January 1-3rd, 2023. 

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My shipping address is wrong, how do I fix it?

Please call Guest services 630-581-0770 or email guestservicesshipping@portillos.com as soon as you notice the address is incorrect. We will need 2 business days to correct the issue. All requests need to include the order number and the new address change. 

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My box was delivered a day late.

We apologize that you order was delivered late. Effective March 26, 2020 and until further notice, UPS has suspended the UPS Service Guarantee for all shipments from any origin to any destination.

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My package is damaged.

We apologize that your box arrived damaged. Please send photos of damages and order number to guestservicesshipping@portillos.com. In some cases, UPS will need you to reship the product back, so please do not dispose of any of the product until contacted for next steps.

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I got the wrong package of food.

We apologize. Please contact guestservicesshipping@portillos.com with your order number and what you received.

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My beef package was missing an item.

We apologize that your order was missing an item. Please email guestservicesshipping@portillos.com with details and your order number for assistance. 

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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 send photos and order number to guestservicesshipping@portillos.com.

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Refunds and Cancellations

All orders are final sale and no refund will be given. If an item arrives damaged or spoiled, please fill out our contact form at http://www.portillos.com/contactus/ so we can assist.

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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.

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Should I freeze my product that was shipped to me if I do not plan on using it right away?

We recommend freezing any food item that will not be used within 5-7 days.

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Can the product be refrozen?

For best quality we don’t recommend refreezing the product if its over 32 degrees upon receipt. If you wish to receive frozen we recommend Priority over night shipping.

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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. 

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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. 

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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.

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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. 

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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 created to maintain the quality and safety of our food during shipping.

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Can an empty shipping box be purchased at a store?

Space limitations prevent the store from maintaining a stock of shipping boxes and other items necessary to safely ship food products.

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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. 

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Do you offer wholesale prices?

No, we do not offer discounts on our product. 

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Do you still ship your ribs?

Sorry, no we do not ship ribs any longer. 

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The recipient of the package I sent did not receive the "Gift Message" that I entered.

The Gift Message is located on the UPS Shipping Label that was affixed to the box containing the food, underneath the "Portillo's Home Kitchen" logo.

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I ordered this as a gift and the recipient refused the delivery.

Since the item is perishable, we are unable to re-ship or refund. Please let the recipient know that a gift is being sent their way before the scheduled date of delivery. 

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I am a Door Dasher and had an issue with delivery

Please reach out to Door Dash driver support. 

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How can I track when my food is supposed to arrive?

If you have the Portillo's app you can track your order through it, you also would have received a text with a link to tracking.

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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. 

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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. 

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Who should I contact if I have a delivery issue?

If you placed your order directly with Portillo's, please do contact the location you ordered from. If you are unable to receive assistance, please do contact our Guest Services team here : www.portillos.com/contactus.                                                                           

If you have placed your order from a third party (Door Dash, Postmates, Uber Eats or Grubhub), please contact them directly to help. 

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Do you have a minimum order total for delivery?

For delivery, there is a $15 order minimum. 

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What is your delivery zone?

The delivery range varies by location. To see if we delivery to your specific location, check out our app or click here to enter your address. 

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What service do you use to deliver?

If you place your order directly with Portillo's, our delivey is serviced by Door Dash. 

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Where can I find the next Beef Bus stop?

Follow @BeefBusOffical on Twitter and Instagram for regular updates. 

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The Beef Bus was not at a location announced previously, why?

We understand that our fans are excited to visit the food truck and we sincerely apologize if this happens. Sometimes things don't work out as planned and we are not able to have the truck in a previously announced location. When this happens, we will make an announcement with our new location as soon as we have the information confirmed. For the most up-to-date information on where to ketchup with us, follow @beefbusoffical on Twitter and Instagram

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What menu items are available on the Beef Bus?

Prices will vary by location visit and include sales tax: 

• Regular Italian beef sandwich
• Sweet peppers, hot giardiniera and mozzarella cheese each available for an additional charge
• Chicago-style hot dog
• Signature crinkle-cut fries
• Cheese sauce
• Canned Coke, Diet Coke & Sprite
• Bottled water

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Will you be changing the menu options?

We do not have plans to change the menu at this time. 

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What methods of payment are accepted on the Beef Bus?

We accept cash, VISA, Master Card, Discover and American Express.

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Can I order catering or packaged products from the Beef Bus?

No, but those items can be purchased here. We ship to all 50 of the United States; we do not offer international shipping at this time.

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Why is there a limit to how many sandwiches I can order?

The order cap is to help ensure that we are able to serve as many hungry fans as possible and to help keep the wait-times down. Due to the overwhelming excitement and support from our fans and the limited size of our kitchen and crew, each person may only order a maximum of 6 sandwiches in total. 

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Who do I talk to about an issue with my order?

The Beef Bus is an event experience, so we are not able to offer refunds or compensation. If you experience an issue with your meal, please bring it to the attention of a team member at the time.

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Can I franchise a Portillo’s food truck?

Portillo's does not franchise any of its locations, this includes its food truck(s).

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How many food trucks does Portillo's have?

We only have the one…for now!

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How can I get the Beef Bus at my event?

You can request the Beef Bus for your event here, someone from our catering team will reach out to you.  We receive a lot of requests for the Beef Bus and cannot accommodate every request.

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Can we do a fundraiser night with the Beef Bus?

Unfortunately, no. We cannot host fundraiser nights with the Beef Bus.

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I see the Beef Bus is coming to my city, how do I get it to my location or event?

We already have a set schedule once a location is published, but you are welcome to request the Beef Bus for your event here, and someone from our catering team will reach out to you. 

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Why can't I find the schedule for the Beef Bus in advance?

We will post the schedule as soon as we have it locked in. Some locations are first-come, first-served so we don't want to publish until we're in place. You should follow our Instagram and Twitter for the most up-to-date information on when and where to find the Beef Bus.

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The website/socials said the Beef Bus was going to be open, but when I arrived it wasn't there/was closed, what's the dill?

Frankly, sometimes things happen that are out of our control and the Beef Bus has to wrap up early and roll out. When this happens, we do our best to accommodate the people in line and post to our Instagram and Twitter feeds to let everyone know. These unforeseen instances will NOT normally be posted separately on our website unless the closer will be long-term.

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Why was the line/wait-time so long when there are only a few items on the menu?

We have a condensed kitchen which can only produce so much food at one time and accommodates only a few team members. We guarantee that our team members are working hard to get your order made as fast as they can. 

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When is the beef bus going to Peach Tree, GA?

After the polling ended, we hit unforeseen local & state roadblocks preventing us from coming to Georgia. We would love to get the Beef Bus to Peach Tree City one day. Unfortunately there are currently too many permitting conditions that we cannot meet to get there. 

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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. 

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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 or merch. Gift cards can not be used to purchase more gift cards.

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Can a Gift Card be used to purchase a shipping order?

Yes! You can use your gift card for your shipping order. 

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When will my Gift Card order be mailed?

If we receive an order by 1pm we will ship it out the next day.

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Can I add a message to my order?

Yes! When in check out you can add a message. 

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What payment options do you accept?

The payment options are MasterCard, Visa, American Express and Discover cards.

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How do I purchase a Gift Card?

A gift card may be purchased online here at portillos.com or you can also purchase gift cards at any Portillo's or Barnelli's restaurant location. 

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Are you able to add money to a Gift Card?

No, cards are not reloadable, you would need to purchase another one. 

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Can you receive money back from a Gift Card?

No, there is no cash back on gift cards

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In what dollar amounts may I choose a Gift Card?

Online gift cards can be purchased for $10, $25 & $50. If you wish to purchase for different dollar amount you buy them at any of our locations for any dollar value from $5-100. 

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I need help placing and order

You can call 855-472-1875 if you need assistance purchasing a gift card.

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Is there a way to track my gift card?

Only for expedited shipping orders do you receive a tracking number.

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Help, I received an empty envelope.

Please contact Customer Support: 1-855-472-1875 or portillos@buyatab.com

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What is the cut off time to receive my card in 3 days?

Orders must be placed by 1pm.

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Help, I lost my gift card.

If the card has a full value, we can reship a new one with standard post. If the card is partially used, we are unable to issue a new card. 

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When do Promo cards start?

Starting 11/2/2021 - 12/30/21 for every $50 gift card you purchase you will receive a $10 Promo card.

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How do I get a Promo card?

You need to purchase a $50 or more gift card either on our website or in anyone of our locations. Between 11/2/2021-12/30/2021.

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I lost my Promo card.

We are sorry they are not replaceable, please treat them like cash. 

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My promo card isn't working.

Please do a balance inquiry on your card and that should activate the card for use. If you still need help please email guestservices@portillos.com.

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Do Promo cards expire?

Yes, they expire on 3/31/2022 and they are not replaceable so make sure to use them within the time frame.

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What can I use my promo card on?

The promo card can be used like any gift card. 

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I just joined the Birthday Club, when will I get my birthday cake offer?

In order to receive your first birthday offer, you need to join at least seven (7) days prior to your birthday. You will receive a message via email and the offer will appear in your inbox for use on your birthday. The birthday offer expires 7 days after your birthdate.

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I have a shared email address with my spouse, how do I add both of us to the birthday club?

You will need to set up your spouse as the "child" to receive both birthday emails. You can do this by going to your "Settings", navigate to the Birthday Club section and add up to 3 "child" birthdays. You cannot edit a child's birthday, but you can remove the child and then re-add.

 

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I want to delete my account

Please do contact Guest Services here to deactivate your account: www.portillos.com/contactus

 

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My birthday is incorrect in my account

Please do contact Guest Services here to deactivate your account: www.portillos.com/contactus

 

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Where can I find my birthday cake offer in the app?

You will need to make sure you are logged into your Portillo's account first. Once you have done so, you will then see the Inbox section in the top right-hand corner of the screen. This is where all your offers will be located. 

 

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I cannot find my birthday cake slice code from my email

The code for your Birthday cake is located in your email. 

 

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I didn't receive my birthday cake offer.

Please try searching for "Portillo's" in your email inbox and make sure to  check your spam/junk folder. You can also search for this by logging into your account on our website and checking the Inbox section. This can be found in the Inbox section of the app as well. However, if you are still not seeing this reward and your birthday is correct in your account please do contact Guest Services for assistance here: www.portillos.com/contactus

 

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How long is my reward valid for?

The birthday reward will be available for use 7 days prior to your birthday and for 7 days after. This can be redeemed at any of our locations. 

 

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Can you substitute a different dessert for this reward?

The birthday reward is only valid for a slice of our famous chocolate cake. 

 

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I was told if we signed up for the birthday club, we would get a free t-shirt at the Grand Opening..

We do provide a free t-shirt to guests who attend our Grand Opening in person and sign up for our Birthday Club. Please note this is on a first come, first serve basis and we have a limited supply on hand. 

 

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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. You can also order ahead for pickup using the unique code on your flyer. If you order in the drive thru, make sure to inform the first order taker that you are participating in the fundraiser. Requirement: $200 minimum total sales from your supporters in order to receive a donation. 

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Can I place an online order for my fundraiser?

Yes, takeout and catering orders placed for PICKUP only on the designated fundraiser date, at Portillos.com and on the Portillo's app can be added to fundraisers. You MUST enter the unique location code provided on your fundraiser flyer in the "Apply Offer" section of your online bag to apply your order to the fundraiser. Unfortunately we cannot add codes after the order has been placed. If you forget, you must cancel your order and reorder with the code. You may not use any other offers or codes with online fundraiser orders. 

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Does Portillo's accept donation requests?

Donation requests can be made by visiting https://www.portillos.com/good/.

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Can I place a phone order to support a fundraiser?

No, you can place the order online or in person and must use the unique location code found on your fundraiser flyer. If you place it in person, make sure you let the order taker know that you have a code. They will enter the code so that your order is counted towards the fundraiser. 

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When I called to place an order, they didn't know about the fundraiser, how do I know if it was added?

Phone orders are handled by our call center, not the local restaurant. So long as you provided the fundraiser code, your order will be added to the fundraiser. If you did not provide the code, your order was not added to the fundraiser. Please email your receipt to fundraisers@portillos.com along with the location and date of your fundraiser.

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I need to change/modify my fundraiser online or phone order, what do I do?

Any changes/modifications require us to create a new order.  You will need to re-enter the fundraiser code if making online modifications. Please note the codes are NOT automatically transferred over to the new order. 

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More questions regarding fundraisers?

Email fundraisers@portillos.com. 

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When do fundraisers take place?

Fundraisers are typically hosted Monday-Thursday evenings from 5-8pm.

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How do I make my fundraiser successful?

Promote! Create a Facebook event, post on your website or send an email to your friends and family. Print the flyer that we send you and post them at relevant locations: Schools, Coffee Shops, Gyms.

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How do I get the money we raised?

We will send you a check within 30 - 45 days. 

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Does Portillo's accept donation requests?

Due to the high volume of donation requests we receive, all requests are considered on a first come basis, and according to allocation for various areas.  All requests must be submitted two weeks in advance at www.portillos.com/good/.

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How do I know if the date I'm interested in is available?

Once you select your preferred location from the drop down menu on the request form, click on the date selector. If the date is unavailable it will be marked out with a red "X".

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Can I host a fundraiser at more than one location on the same date?

Yes you can. However, you must submit a request for each location on the desired date and each location must reach $200 in sales to receive a giveback check from that location.

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Does Portillo's promote fundraiser nights for the host organizations?

No, we do not. Promoting the fundraiser is up to the organizer.

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I emailed/mailed/faxed/left a voice mail requesting a fundraiser night or donation and haven't heard back, how do I know if my request was received or accepted?

We only accept requests made at www.portillos.com/good/. Requests made any other way will not be answered or accepted.

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I see that the form requires a Form-W9. What is this and do I need to have this for a fundraiser night?

Fundraiser night requests REQUIRE a Form-W9; we can't issue you your giveback check without it. If you do not have one or cannot acquire one for your organization at least 14 days in advance of your requested night, we will not be able to approve your request. 

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Do we need a Form-W9 for a donation request?

Donation Requests do not require a Form-W9, but do require proof of non-profit status. Uploading a copy of your 501-c3 status or tax exemption will satisfy this requirement.

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How do we know how much money we raised at our fundraiser?

An automated email will be sent to the original fundraiser organizer the afternoon after the fundraiser with your results. 

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I think my check should be more, what do I do?

Please respond to your fundraiser approval email and your contact will work with you to investigate. Can't find your original email? Email fundraiser@portillos.com.

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I have not received my check yet and it's been more than 45 days, what should I do?

Please respond to your fundraiser approval email and your contact will work with you to investigate. Can't find your original email? Email fundraiser@portillos.com.

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Do I need to be a non-profit organization to host a fundraiser or request a donation?

Yes.

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What if I don't have an EIN number to complete the W-9 form?

If you do not have an EIN number, you can use your Social Security Number instead. Donations under $600 will not be taxed. However, we do not recommend this as the applicant is personally responsible for any funds earned/received.

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How often can I schedule a fundraiser with Portillo's?

No more than once a month.

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I submitted a request but want to change the date, what should I do?

First, check the calendar to make sure your new desired date is available. To do this, visit the application form, scroll down and select the location and then click the date selector and look for the date you're interested in - you do not need to submit a new request! Next: If you've already been approved, please respond to your approval email and let us know your new desired date. If it's available, we will make the changes and send you an updated approval email and a new flyer. If you have NOT been approved yet, please respond to the automated submission confirmation email you received with the new desired date. 

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Can we do a fundraiser night with the Beef Bus?

Unfortunately, no. We cannot host fundraiser nights with the Beef Bus.

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We've hosted a fundraiser in the past, but my contact is not responding to my emails about hosting another fundraiser, what do I do?

If you are trying to book another fundraiser or submit a request - all requests must be submitted online. This ensures the appropriate person receives your request. We are no-longer rebooking or accepting requests via individual email communications. 

If you are following up on a request, please respond to the confirmation email you received when you submitted the request.

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I uploaded the wrong form with my request, where do I send the correct forms?

Please respond to the email our team sent requesting the correct form and attach the necessary documentation. This will help us connect it to the correct account and team member. If you did not receive an email requesting different documentation, please reply to either the submission receipt or approval email and attach your corrected paperwork. Both inboxes are monitored by our Portillo's for Good team.

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The person that scheduled our fundraiser is no longer our contact, how do we update the contact information?

Please send an email to fundraisers@portillos.com and include the previous contact's name and email if available, along with the Portillo's location/City and date.

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Where is the nutritional information?

Portillo's Nutritional and Allergen information can be found here: https://www.portillos.com/nutrition/

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Do any items on your menu contain Red Dye #6?

Yes, our Chocolate cake does have this listed as an ingredient. 

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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.

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Which items are your menu are Gluten free?

While we don’t have a separate gluten free menu, you are able to modify items to remove items containing gluten. Please check out our Nutritional and Allergen information here:  https://www.portillos.com/nutrition/

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Does your Polish sausage contain beef or pork?

The sausage contains both beef & pork.

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Does the gravy for the Italian beef contain gluten?

Our beef and gravy does not contain gluten, however cross contamination is possible. We recommend ordering the Take & Make Beef and gravy to ensure no cross contamination.  

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Where can I find out if a menu item contains MSG?

Please check out our Nutritional menu as MSG is listed. 

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Are the hot dogs and Jumbo hot dogs 100% beef?

Yes, the Hot Dogs are beef, the casing is sheep. Jumbo hot dogs do not have a casing. 

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Does the Bowl of chili contain dairy if it requested without cheese?

The chili its self does not contain dairy, please request without cheese. 

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Why does your website show shellfish allergen when nothing on your menu has shellfish?

It is possible for shellfish to be processed on the same equipment as our fish fillet.

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What's a Chicago style hot dog?

A Chicago Hot Dog with everything contains: mustard, relish, celery salt, freshly chopped onions, sliced red ripe tomatoes, kosher pickle, and sport peppers piled onto a steamed poppy seed bun.

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Where did the Tamales go?

Sorry, Tamales have been removed from some of our markets. We do ship them to all 50 states check it out here: https://www.portillos.com/index-shop-and-ship.html

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Do you have a vegan menu?

While we don’t offer a vegan menu, you can modify any of our salads to remove cheese or meat. We also offer a Portobello sandwich as well as pastas at certain locations 

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Do you have gluten free pasta or buns?

Sorry, we do not offer gluten free breads or pastas. You can order the items as a nudie or without bun. 

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Will you bringing back specialty pastas and wraps?

At this time we do not have any plans to bring back items taken off our menu.  

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Are you going to bring back baked potatoes or coleslaw?

We have removed these items to simplify our menus and do not have plans to add the removed items back to the menu at this time.

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Can I order the chili that comes on the hot dog in a bowl?

Yes, you can request this while in the location. 

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What type of fish is used in your fish sandwich?

Our fish is a bread whitefish- Haddock.

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You have taken items off the menu recently will they come back?

At this time we do not have any plans to bring back items taken off our menu.  

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Do the Ribs or BBQ sauce contain peanuts or peanut oil?

Our ribs or BBQ sauce do not contain peanuts or peanut oil. Please check out our Allergen info here:  https://www.portillos.com/nutrition/

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Do you have plain buns for the hot dogs?

No, we only offer the poppy seed bun for our Hot dogs. 

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What is on top of the hamburger buns?

Our hamburger buns have a corn dusting on them, you can substitute them for a brioche bun or ask for no bun. 

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Do you sell your BBQ sauce or any of your dressing in a jar?

Yes, we do sell our BBQ sauce, House dressing, Cesar dressing, and our new Giardiniera Sauce at our restaurants. 

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How long do you bake the bread/rolls?

Preheat the oven to 450º F, place the French Bread rolls 2 inches apart on baking sheet and bake for 5 minutes.

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Is the mascarpone cheese and the Gorgonzola Cheese pasteurized ?

Yes, both our Mascarpone & Gorgonzola cheese are pasteurized. 

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Does your house dressing need to be refrigerated?

Yes, this item is received cold and should be kept refrigerated. 

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Why can’t I find ribs on the menu?

We do apologize for any inconvenience but we do not serve tamales and ribs outside of our immediate Chicagoland area. 

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Where are your menu prices?

In order to see the menu and prices for your specific location, please do select the location first from our website here: https://www.portillos.com/locations/

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Can you purchase the bread used for your Italian beef sandwiches?

Yes, we do offer this item to bring home alongside our famous Italian beef. This can be purchased in a restaurant or online but is unavailable for shipping as an individual item. 

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Do you have a kids menu?

Portillo's does not offer a kids menu, however we do have a very kid friendly menu that includes hot dogs, chicken tenders and every kid loves CHEESE FRIES!

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Is there pork or pork products in the chili?

No, there is no pork or pork products in our chili.

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I love your yellow mustard, is this your own mustard?

We actually use Woebers for our mustard. 

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Do your hot dog or Hamburger buns contain any malt ingredients?

Yes, both hot dog and hamburger buns contain malt in them. 

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Why can't I order my Beef & Cheddar Croissant dipped?

Sorry due to the nature of the croissant we are unable to dip it as it would fall apart. 

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What is the Portillo's Garden Dog?

The Garden Dog is our new plant-based hot dog made with 100% plant-based protein.

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Does the Garden Dog really taste like a traditional hot dog?

Although the Garden Dog has similar flavors and the same toppings as the traditional hot dog, it has a unique flavor of its own. Our plant-based hot dogs are smoked and seasoned to perfection to deliver an incredibly authentic eating experience. These delicious plant-based hot dogs are packed with pea protein and smoked to provide an ideal plant-based twist on the classic hot dog. 

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Who makes your Garden Dog?

The Garden Dog is crafted for Portillo's with 100% plant-based protein by Field Roast. 

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What allergens are in the Garden dog?

The Garden dog contains wheat. These hot dogs gain their protein punch from pea protein, so the Garden dog may not be suitable for guests with a peanut allergy.

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Is the Garden Dog Vegan?

All of the Garden Dog’s ingredients are vegan. While we cook it on the same char-grill as we cook meat, the section of the grill used for the Garden Dog is dedicated only to the Garden Dog. However, we cannot guarantee that the Garden Dog will not come into contact with meat. 

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What ingredients are in the Garden Dog?

Garden Dog ingredients include: Water, Canola Oil, Pea Protein, Potato Starch, Methylcellulose, Carrageenan, Vital Wheat Gluten, Brown Rice Protein, Vinegar, Faba Bean Protein, Beet Powder (Color), Sea Salt, Natural Flavor, Cane Sugar, Garlic Powder, Harwood Smoked Sugar, Konjac Flour, Potassium Chloride, Onion Powder, Xanthan Gum, Spices (Black Pepper, Nutmeg), Cherry Powder (To Promote Color Retention), Paprika.

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Are your fries vegan?

No. Our French fries are gluten-free and cooked in a blend of vegetable oil and beef tallow in their own designated fryer. However, the equipment used to filter the oil in the French fry fryer is shared with the fryers responsible for frying items that do contain gluten (i.e. breaded chicken, breaded fish, and onion rings). Please take this into consideration when ordering French fries if you are sensitive to gluten.

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Does Portillo's franchise?

We love that you're a fan of Portillo's! However, all of our restaurants are managed by Portillo's - we do not franchise.

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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

 

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Holiday Hours

Thanksgiving Day we will be closed and we will reopen with normal business hours on November 23, 2023.

Christmas Day we will be closed and we will reopen with normal business hours on December 26, 2023.

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When did Portillo's open?

We opened our first location in 1963 in Villa Park, IL.  Want to learn more about our history, check it out here: https://www.portillos.com/our-history/

 

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Which locations have inside dining?

All of our locations offer inside dining.

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Do all of your locations look the same?

No, that’s what makes Portillo's so special! All of our locations are different, some of our themes are Diner, Prohibition, 70's, Chicago and Garage check them all out! 

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Who are the people you have on the walls?

These are a few of our famous friends! 

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Do you have any locations outside of the Chicago area?

Yes! We currently have restaurants in 9 others states - California, Florida, Arizona, Wisconsin, Michigan, Indiana, Iowa and Minnesota and Texas. 

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I wanted to purchase an item that was hanging in one of your locations, can I?

Sorry, we don't sell any of the items that are on our walls. Everything you see in our locations was carefully picked out for each location. 

 

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What is the Heart of Portillo's fund?

This charitable fund within the Portillo's organization provides emergency assistance to eligible Portillo's Team Members facing financial hardship due to unavoidable situations. To learn more about the HOP Fund, visit https://portillos.com/hopfund/.

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What is the return policy?

Returns and exchanges are a piece of cake with Portillo’s. We offer a complimentary exchange for all merchandise purchased on Portillos.com. Please place the provided UPS label on your package and bring it to your package and bring to your local UPS store. The return merchandise shipping fee of $5.99 will be deducted from your refund. All product must be returned within 30 days of purchase. Please fill out the return/exchange form provided in your original package. Product must be returned in the original, sellable condition within 30 days from time received, along with completed return/exchange form.

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How do I track my order?

All merchandise is shipped UPS ground and we do not send out tracking info for these items. 

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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.

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What are the dimensions of the "Pokey" Dachshund Plush Toy?

Length is approx. 8 inches, height is approx. 3.5 inches and width is approx. 4 inches.

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What time can I have the night wedding package delivered?

The order must be with in the delivery zone and delivered between 9pm-10:30pm Mon-Sun. Subject to availability.

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How far in advance can I book the late night wedding catering page?

You must book 60 days in advance of your event date with a member of the Portillo's team via phone by calling 866-986-2333 and selecting option 3. Subject to availability. 

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Who delivers the late night bites?

Our Catering Coordinator will deliver and set up your late night bites order.  The order must be within in the delivery zone and delivered between 9pm-10:30pm Mon-Sun.  Subject to availability. 

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Where is the cheese sauce fountain available?

To order this package, your event must be in the Chicagoland Illinois area and in our restaurant delivery range. Subject to availability.

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Is the fountain always available?

No, the fountain is subject to availability. Please call our Catering Team Monday through Friday between 9am - 5pm CST at 866-986-2333 (866YUMBEEF) and select option 3 to learn more. 

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Does my event venue need to allow outside vendors?

Yes. Subject to approval from venue. 

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Do I have to order exactly what is shown in the package online?

Portillo's has the ability to customize these orders to the amount of guests your expecting and what food items you'd like to serve.

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How much is the cheese sauce fountain?

The cheese sauce fountain costs $250. We recommend it only runs for one hour at your event. 

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What is included with the cheese sauce fountain?

Two containers of hot cheese sauce, plates, and napkins. You must purchase fries, chicken tenders, or onion rings with the fountain.

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For late night weddings and events, is there a food minimum requirement to order the fountain?

Yes, if you're ordering the fountain for a late night wedding snack, there is a $1,000 minimum of food that needs to be ordered. The fountain costs $250. We recommend it only runs for one hour at your event. You must purchase fries, chicken tenders, or onion rings with the fountain. The purchase of the fountain includes two containers of hot cheese sauce, plates and napkins.

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How long can the fountain run at my event?

We recommend it only runs for one hour at your event. 

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Does the fountain need to be plugged in?

Yes, there must be an outlet close to fountain set up. Please make sure your venue has a designated spot for the fountain and food set up. Extension cords are not recommended.

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How do I prep the fountain?

Our team will set up the fountain. The Fountain must be pre-heated 5-7 minutes before pouring cheese sauce. We will need to have a flat surface that is located next to a plug. We do not recommend using extension cords. Once the cheese sauce is poured into bottom basin, they will turn on motor button and slowly add more cheese sauce.  Caution: Do not overfill the basin.

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How do I add more cheese sauce

Should more cheese sauce need to be added after the driver has left, more can be poured from the package into the basin.  Caution: Do not overfill the basin.

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Can I order the Late night delivery without the Fountain?

Yes, Please call our Catering Team Monday through Friday between 9am - 5pm CST at 866-986-2333 (866YUMBEEF) and select option 3 to learn more.

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Why did Portillo's go Cashless?

We are going cashless only in our drive-thru. This is safer for our team members and it creates a faster, smoother service for our guests. 

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Can I pay with cash in the drive-thru?

Right now, we only accept cash inside our restaurant. We'd be happy to accept credit or debit cards and Portillo's gift cards outside. 

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