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. Orders are shipped 2 day delivery, unless otherwise specified and are subject to service availability for the delivery address.
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How will I know that my order has been received?
If you have not been contacted via e-mail by Portillo's within 24 hours of placing your order online, please e-mail us at guestservices@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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My shipping address is wrong how do I fix it?
Please call Guest services 630-581-0770 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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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 which allows for easier ordering.
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How do I cancel my order or make changes?
We will need at least 2 business days prior to shipping to process a cancellation. Any cancellations after this time will not be able to be processed. Please call 630-581-0770 or email guestservices@portillos.com to cancel. 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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My package is damaged.
We apologize that your box arrived damaged. Please send photos of damages and order number to guestservices@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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My beef package was missing an item.
We apologize that your order was missing an item. Please reach out to guest services and we can reship the missing item for you.
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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.
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I got the wrong package of food.
We apologize. Please contact guestservices@portillos.com with your order number and what you received.
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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 gravy is leaking in the bag.
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 guestservices@portillos.com.
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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 is experiencing high demands. Orders must be placed to arrive before December 21st. Cannot place order to arrive December 22-29.
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Can I ship outside the United States at the Portillo's E-Store?
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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Refunds and Cancellations
All orders are final sale and no refund will be given. If an item arrives damaged or spoiled please reach out to our team at 630-5881-0770 or fill out our contact form at http://www.portillos.com/contactus/ right away and we will make it right.
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I have already placed an order. When will it be delivered?
You are able to specify your preferred delivery date and your 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.
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How do I check my delivery status?
To check the delivery status of your order, simply go to ups.com. Select your Country (USA), enter the tracking number you received when you placed your order and hit "track it!" - it's that easy! If for any reason you should have a question or problems, send us an E-mail at guestservices@portillos.com.
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Is a shipping box guaranteed to arrive in 2 days from the day shipped?
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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Are you able to ship a combination package of Italian beef and hot dogs?
No, not at this time.
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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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Does the food stay frozen?
Depending on the season and the location in the U.S. the product will start to thaw.The product is packaged to arrive safely within 2-3 days. If you need the product frozen we have an overnight option available for an additional fee.
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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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Can the product be refrozen?
We don’t recommend refreezing the product if it is over 32 degrees upon receipt. You can use your best judgement if the product still seems frozen. This will again depend upon the season and the location in the U.S.
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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 and a note left on your door. 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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Can a time frame be requested for delivery?
No, UPS does not offer a time frame for delivery. It can be delivered between 8am -9pm.
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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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When ordering a standard box may items be substituted?
To keep costs in line for the guests, we don’t do substitutions for any packages.
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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 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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Will UPS or Portillos call before a box arrives?
No, please let the recipient know that a perishable package is being sent.
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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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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 send packages to more than one address?
When placing the order, you need to enter or select the address for every box you select. After you enter in the shipping address for every box, it will ask you for your billing address. Please make sure to check your confirmation page before finalizing your order.
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