Frequently Asked Questions

What is the best way to place a takeout or delivery order?

The fastest and easiest way is to place a takeout or delivery order online or through the Portillo’s App. We offer online ordering and delivery at all of our restaurant locations! You can even schedule your takeout order up to 45 days in advance. 

Please note: We no longer accept phone orders. If you don't have internet access, our team members will gladly help you place your order in person.

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Can I modify or cancel my online order?

If you placed an order for immediate (ASAP) pickup or delivery, we are unable to modify or cancel it. 

For orders scheduled for a future date, you can modify or cancel by logging in to your Portillo's account or by calling 866-YUM-BEEF at least 24 hours before your scheduled time. Due to inventory and labor costs, refunds are only issued for orders canceled with at least 24 hours' notice.

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Can I order from the Portillo's catering menu online?

Yes! You can view and order directly from our Portillo's Catering menu online for your specific location. 

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Do I need an account to order online?

You do not need an account to order; you can easily check out as a guest on our website or app. However, creating a Portillo's account allows you to update your settings, manage saved credit or gift cards, and apply rewards.

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How do I update my account or manage my payment methods?

Once you log in, click Update Account Settings at the bottom of the screen. You can add a new card during checkout and remove saved cards at any time under Account Settings.

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Can I use a gift card, coupon, or Perks reward for an online order?

Yes! If you are logged in to your account, you will see a Rewards available prompt at checkout if you have an active offer. Simply select the reward you wish to use, or type your promo code into the designated box. 

Please note: Limit one reward or code per order.

 

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How do I pick up my food? Do you offer curbside pickup?

While we do not offer curbside pickup, grabbing your food inside is easy! Look for the large red PICK UP shelves where your order will be displayed alphabetically by your first initial.

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

If you ordered directly through the Portillo's app or website, please contact the specific restaurant location you ordered from. If they are unable to assist, please reach out to our Guest Services team. If you placed your order through a third-party delivery service (like DoorDash or Uber Eats), please contact their customer support directly for assistance.

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Do you accept cash in the drive-thru?

Yes! Cash is accepted in the drive-thru at all Portillo's restaurants.

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How do I customize a menu item when ordering online?

We've made our online ordering more user-friendly! To customize an item, simply click the "Customize" button to either remove standard toppings or build your own.

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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 will also receive a text with a tracking link.

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Will I get a notification 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?

Delivery orders placed through our website will be delivered by Uber Eats or DoorDash. Catering orders may be delivered by Portillo's team members.

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Who should I contact if I have a delivery issue?

If you placed your order directly with Portillo's, please contact the location you ordered from. If you are unable to receive assistance, please contact our Guest Services team.

If you have placed your order through a third party (DoorDash, Postmates, Uber Eats, or Grubhub), please contact them directly for assistance. 

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Do you have a minimum order total for delivery?

For delivery, there is a $15 minimum per order.

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What is your delivery zone?

The delivery range varies by location. To see if we deliver to your specific location, check out our app or enter your address on the Order page, then click Delivery. 

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What are Portillo's Perks?

Portillo's Perks is our reward program that lets you earn and redeem delicious perks. Every visit brings you closer to exclusive rewards, badges, and surprise offers.

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How do I become a Portillo’s Perk member?

All you have to do is sign up. Once you're signed up, check out this video on how to add the Portillo's Perks card to your mobile wallet. 

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What do I get as a Portillo's Perks member?

As a new member, you’ll get a free large fry for signing up, earn special badges for your visits, free cake on your birthday, and surprise offers throughout the year! 

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What are Portillo’s Perks badges, and how do I earn them?

Portillo’s Perks badges celebrate your love for all your Portillo’s favorites. Earn them based on what you order or how often you visit. Enjoy beef-worthy bragging rights, plus surprise offers along the way!

• First Bite Badge: The First Bite badge is awarded after your very first visit as a Portillo’s Perks member. It’s our way of saying, “Welcome to the family!”
• Frequent Feaster Badge: Visit Portillo’s 3 times within the first 30 days of getting your First Bite Badge to earn the Frequent Feaster badge.
• Local Legend Badge: The Local Legend badge is reserved for the top guests at each Portillo’s location based on visits from the previous month.
• Seasonal Sipper Badge: Order at least 3 seasonal shakes within a calendar year to earn the Seasonal Sipper badge and earn a reward.
• Top Dog Badge: Visit Portillo’s 12 times within a calendar year to earn the Top Dog badge. It’s the ultimate reward for our most loyal fans!

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How do I earn badges?

You earn badges by completing specific visit milestones or purchasing featured menu items through your Portillo's Perks account. To ensure your progress is tracked: 

• Spend $5 or more: Only transactions with sub-total of $5+ count as a qualifying visit toward badges. 
• Order Direct: Use the Portillo's app, Portillos.com, or order in-person/drive-thru. Third-party delivery does not count. 
• Scan your Card: Scan your digital Portillo's Perks card at the register or ensure you are logged into your account for online orders. 

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Where do I see my badges?

Once you earn a badge, it will appear on the front of your Portillo's Perks card in your mobile wallet.

You can track your badge progress by viewing the back of your Perks card. Open your mobile wallet, click your Portillo’s Perks card, and tap the 3 dots in the top right corner to view the back.

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How do I download my Portillo's Perks card?

Once you enroll in Portillo's Perks, you will receive a text message or email to download your Perks card to your mobile wallet. You can also find a link to download your Perks card in the account settings page after you log in to your account.

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Can I earn Perks visits when I order through third-party platforms like DoorDash, Grubhub, or Uber Eats?

Perks visits can only be earned by ordering directly through Portillo’s, whether in-restaurant, drive-thru, online, or on the Portillo’s app. Orders placed through third-party platforms like DoorDash, Grubhub, or Uber Eats are not eligible for Perks credit. To make the most of your membership, be sure to order directly with us!

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What if I forgot to scan my card?

No problem! Call 866-YUM-BEEF and provide your receipt details to have the visit added to your account.

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How do I see my available rewards?

Check the back of your Perks card to view your available rewards. You can also see any rewards in your account when you check in at the restaurant counter or at a kiosk. Badge achievement rewards are sent via text and email and can be downloaded to your mobile wallet. You can also view your available rewards by logging in to your account when placing an online order.

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How do I redeem rewards?

Simply scan your Perks card or badge achievement offer at the register, kiosk, or drive-thru. Your available rewards will appear for you to select and redeem. If redeeming online, make sure you are logged in, and your available rewards will appear on the checkout page.

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Do I get points based on my order amount?

Portillo's Perks is a visit-based program, so you earn rewards based on your visits rather than the amount you spend. Every visit brings you closer to more perks!

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How do I earn a FREE Large Fry?

New members who sign up for Portillo’s Perks will receive a welcome offer sent to their mobile wallet just for signing up! You can redeem the offer with any Portillo’s purchase over $5.

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Do offers expire?

Yes, each reward has an expiration date listed on the back of your Perks mobile wallet card. Make sure to redeem them before the expiration date.

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Can I transfer my Perks offers to others?

Sorry, your rewards are exclusively yours and can’t be transferred to someone else.

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Can I use more than 1 offer at a time?

No, you can only use one offer per transaction.

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Can I scan multiple Portillo’s Perks cards during a visit?

No, you can only scan one Portillo’s Perks card per transaction.

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Can I scan my Portillo’s Perks card and pay with a gift card?

Yes, you can scan your Portillo’s Perks card and pay with a gift card.

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I lost my phone, did I lose my rewards?

You did not lose your offers! Once you have a new phone, log in to your account, and redownload your Portillo’s Perks card and any rewards to your mobile wallet.

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How do I delete my Portillo's online ordering account?

Please complete this contact us form or call us at 866-986-2333.

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What counts as a Portillo’s Perks visit, and when will it appear in my account?

A Perks visit is a Portillo's online, in‑restaurant, or drive‑thru order with a subtotal of $5 or more. Be sure to scan your Perks Card at checkout or log in when ordering online so your visit is counted!

Visits appear in your account within 24 hours. Offers can be redeemed and still count as a visit, as long as the subtotal after redemption is $5 or more. Taxes, fees, gift cards or reloads, alcoholic beverages, and delivery fees do not count toward the $5 minimum.

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How do I check the balance of a Gift Card?

You can check your balance online 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 and online for catering, merchandise, and apparel, with nationwide shipping. 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 1 p.m., we will ship it out the next day.

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Can I add a message to my order?

Yes! When in checkout, you can add a message to your order.

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What payment options do you accept for gift cards?

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

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How do I purchase a Gift Card?

You can purchase a gift card online or at any Portillo's or Barnelli's restaurant location. 

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Are you able to add money to a Gift Card?

No, gift 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 the following amounts: $10,$25, $50, $75, & $100.

If you would like a different dollar amount, you can purchase at any of our locations for any amount from $5 to $100. 

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I need help placing an 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 email portillos@buyatab.com

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

Orders must be placed by 1 p.m. to receive your card in 3 days.

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What can I do if I have 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 cannot issue a new card. 

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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 Friday.

Christmas Eve, closing at 5:00 pm.

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

New Year's Eve we will be closing early, check your favorite restaurant for posted signage.

New Year's Day we will have normal hours; our Elk Grove Village location will be closed.

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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 restaurant locations, except Joliet, IL., offers 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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How do I access free Wi-Fi at Portillo’s?

To access free Wi-Fi at Portillo’s, you need to sign up for a Portillo’s Perks account. Once logged into your account, you can connect to the restaurant’s Wi-Fi.

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Can I use the Wi-Fi without a Portillo’s Perks account?

No, guest access is not available. You must have a Portillo’s Perks account to connect to the Wi-Fi.

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How do I sign up for a Portillo’s Perks account?

You can sign up online at portillos.com/signup. It’s quick, easy, and free!

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Do I need to log into my Perks account every time I visit to use the Wi-Fi?

Yes, you’ll need to log into your Portillo’s Perks account each time you want to access the Wi-Fi at the restaurant.

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What are the benefits of joining Portillo’s Perks besides Wi-Fi access?

In addition to free Wi-Fi, Perks members can earn rewards, get exclusive offers, and enjoy surprise treats throughout the year.

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Where can I find Portillo's nutritional and allergen information?

You can view the complete Portillo's Nutritional and Allergen Guide online. This guide includes detailed information on calories, macros, MSG, and specific food dyes.

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Does Portillo's offer a gluten-free menu?

While we do not have a dedicated gluten-free menu or gluten-free buns and pasta, many items can easily be modified. You can order our hot dogs or sandwiches without the bun (or as a "nudie"). Our Italian beef and gravy do not contain gluten, but cross-contamination is possible. For the safest experience, we recommend ordering our Take & Make Beef kits for home preparation. Please review our Nutritional and Allergen Guide for a full list of gluten-friendly options.

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Does Portillo's have a vegan menu or vegetarian options?

While we don't have a separate vegan menu, you can easily modify our salads to remove cheese or meat. We also offer our 100% plant-based Garden Dog®, and select locations offer vegetarian pasta dishes. 

Please note: Our French fries are not vegan, as they are cooked in a blend of vegetable oil and beef tallow.

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Does Portillo's offer a kids' menu?

We do not have a dedicated kids' menu. However, our standard menu is very family-friendly, featuring kid-approved favorites like hot dogs, chicken tenders, and our famous cheese fries!

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Where can I find Portillo's menu prices?

Because pricing varies by restaurant, please select your preferred Portillo's location to view an accurate menu and pricing.

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What comes on a traditional Portillo's Chicago-Style Hot Dog?

A classic Chicago-Style Hot Dog with everything includes Woeber's yellow mustard, neon green relish, chopped onions, sliced red ripe tomatoes, a kosher pickle spear, sport peppers, and a dash of celery salt, all piled onto a steamed poppy seed bun.

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What are Portillo's hot dogs and sausages made of?

Our standard Hot Dogs and Jumbo Hot Dogs are made with 100% beef. The standard hot dog features a sheep casing, while the Jumbo hot dog is skinless. 

Our Polish sausage features a savory blend of both beef and pork.

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Can I customize the buns for my hot dog or burger?

We exclusively offer traditional steamed poppy seed buns for our hot dogs. Our hamburger buns are dusted with cornmeal, but you can substitute them with a brioche bun or order your burger without a bun. 

Please note: Both our hot dog and hamburger buns contain malt ingredients.

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What is the Portillo's Garden Dog®, and is it vegan?

The Garden Dog® is our permanent, 100% plant-based hot dog crafted exclusively for Portillo's by Field Roast. It gets its flavor from smoked, plant-based ingredients rather than artificial flavors. All ingredients in the Garden Dog itself are vegan, Non-GMO Project Verified, and soy-free. It is char-grilled inside our restaurants. 

Note: While cooked on a dedicated section of the grill, we cannot guarantee zero cross-contact with meat.

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What allergens are in the Garden dog®?

The Garden Dog® contains wheat and utilizes pea protein. Because of the concentrated pea protein, it may not be suitable for guests with a severe peanut allergy.

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Can I buy Portillo's dressings or sauces to take home?

Yes! You can purchase jars of our BBQ sauce, House dressing, Caesar dressing, and our signature Giardiniera at our restaurants. Please note that our House dressing is served cold and must be kept refrigerated at home. 

For the best quality, we do not recommend freezing the beef and gravy after they have been cooked or heated.

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Why are tamales and ribs missing from my local Portillo's menu?

To ensure the highest quality, tamales and ribs are currently only served at our locations within the immediate Chicagoland area. However, we do offer nationwide shipping for tamales through our Shop. 

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Can I buy Portillo's Italian Beef and bread to make at home?

Yes! We offer Take & Make Italian Beef kits for home preparation, and you can purchase our French Bread rolls in-store or online for local pickup (rolls are not available for nationwide shipping as an individual item).

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How do I bake the Portillo's French Bread rolls at home?

Preheat your oven to 450ºF. Place the French Bread rolls, two inches apart, on a baking sheet and bake for 5 minutes, until warm and crispy. 

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What are the ingredients in Portillo's homestyle chili?

Our chili contains no pork or pork products, and the chili base itself is naturally dairy-free. If you have a dairy allergy, simply request your bowl of chili without cheese.

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

Due to the croissant's delicate, flaky nature, dipping it in our beef gravy would cause the sandwich to fall apart.

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What kind of fish is in the fish sandwich, and is there a shellfish allergy risk?

Our fish sandwich is made with a breaded whitefish (Haddock). While we do not have shellfish on our menu, please be aware that it is possible for shellfish to be processed on the same manufacturing equipment as our fish fillets.

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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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Will you be bringing back specialty pastas, salads, and/or wraps?

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 the BBQ sauce contain peanuts or peanut oil?

No, our ribs and BBQ sauce do not contain peanuts or peanut oil. Please check out our Allergen Guide for a complete list of safe options.

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Are the specialty cheeses (Mascarpone and Gorgonzola) used in your salads pasteurized?

Yes, both the Mascarpone and Gorgonzola cheeses used in our dishes are fully pasteurized.

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How can I get pricing or a quote for an event?

Because items and pricing are subject to change, our ordering platform is the most accurate way to get real-time pricing. 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 you a running total and an estimate of the costs for your event.

If you need additional assistance, don't hesitate to contact our Catering Department at 866-986-2333 or fill out a catering request form. They can create a quote and email it to you.

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How do I pre-order / order Catering?

You can order catering online or give us a call at 866-986-2333.

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What are the Call Center Hours for catering assistance?

Call us toll-free at 866-986-2333

Our call center hours are CST

Monday - Friday 9:00 am - 7:00 pm

Saturday - Sunday 9:00 am - 5:00 pm

Closed: Thanksgiving Day and Christmas Day

 

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How do I cancel or modify an order?

Log in to your account or call 866-986-2333 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 before 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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How do I know how much to order?

Our portions are listed on our catering menu. You can take our catering menu quiz to help determine the best options for you. Give us a call at 866-986-2333 or fill out a catering request form, and a member of our catering team will be happy to help you with portioning for your event.

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Where do I go to pick up my catering order?

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

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

No, 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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When do I pay for my catering order?

Payment is taken when you place the order in the app, online, or over the phone. We accept Visa, MasterCard, American Express, Discover, 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. The time it takes for the team members to prepare your order will depend on the items ordered.

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Does Portillo's offer catering discounts?

We currently do not have any catering 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 order amount restrictions on our catering menu.

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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 on distance and driver availability.

Order setup is subject to driver availability and may incur additional fees.  

If delivery is not available, we offer easy pickup options like our Buffet Packages & Fast Packs, which you can set up with ease. 

 

 

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Do you have any vegan catering 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 set up and serve your group easily, even if a kitchen is unavailable.

If you would like to make 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 for best results.

 

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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 set up 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 catering bread is a type of French bread and is sold separately. Each loaf yields (8) 4-inch pieces of bread. 

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Does Portillo's sell any raw products?

All of our products are fully cooked and ready to serve.  Even our cold items are precooked and just need warming. 

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Can I get hot pasta catered?

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

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

Note: Barnelli's restaurants are located in IL. 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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Can I get premade sandwiches?

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

 

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Do you provide or sell service items?

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

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

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

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 for early 3 a.m.-5 a.m. shifts?

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

Deliveries are based on 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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Do 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 any cookies or dessert bar trays?

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

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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 (smartphones count, too) or mentions your organization when they dine in, carry out, or use 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, on our website and/or 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. Please note that you may not use any other offers or codes with online fundraiser orders. 

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Does Portillo's accept donation requests?

We accept donation requests. You can submit a request by completing our donation and fundraiser request form.

Because we receive a high volume of donation requests, we consider them on a first-come, first-served basis and in line with our allocations for various areas.  All requests must be submitted two weeks in advance.

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I need to change/modify my fundraiser online. 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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When do fundraisers take place?

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

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How do I make my fundraiser successful?

Promote your fundraiser by creating a Facebook event, posting on your website and social media pages, or texting or emailing your friends and family. Print the flyers that we send you and post them at relevant locations (ex: schools, coffee shops, and 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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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 voicemail 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 submitted through our donation and fundraiser request form. Requests made in any other way will not be answered or accepted.

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I see that the form requires a Form W-9. What is this, and do I need it for a fundraiser night?

Fundraiser night requests REQUIRE a Form W-9; we can't issue your giveback check without it. If you do not have one or cannot obtain one for your organization at least 14 days before your requested night, we cannot approve your request.

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Do we need a Form W-9 for a donation request?

Donation Requests do not require a Form W-9 but do require proof of nonprofit 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, you must be a non-profit organization to host a fundraiser or to request a donation.

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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 hasn't responded to my emails about hosting another one. 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 who 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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What if I have more questions regarding fundraisers?

If you have more questions, please email fundraisers@portillos.com. 

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What is the return policy?

New and unused merchandise with original sales receipt may be returned within 30 days of purchase for a restaurant credit. 

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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 sizes are available in the Crocs?

•            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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How Do I Return a Product?

To return a product, please print and fill out the return slip found here. If you have any questions, please reach out to guestservices@portillos.com. 

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How do I place a shipping order?

You can place a shipping order by clicking here. Please note that we only have an official partnership with Tastes of Chicago for shipping orders. Orders for shipping placed through any other website or vendor are not affiliated with Portillo's.

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How do I cancel my order?

Please call 866-986-2333 or Contact Us. 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, we cannot guarantee that we will be able to make the changes requested.

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

Please call 866-986-2333 or Contact Us 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. 

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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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I need help placing an order.

If you need help placing an order, please call 866-986-2333.

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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 FedEx to handle our shipping needs, to best ensure delivery of fresh products. Standard shipping is 2 day (second business day). You select your order arrival date at order checkout. Other options next day or Saturday delivery may be available for additional charges. Shipping options may be limited during holiday weeks. Shipping dates may be delayed due to circumstances outside of our control such as strike, natural disaster, or other severe weather.  You can find updates on your shipment by checking the delivery carrier’s website.

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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 I get my tracking number?

Once your food kit is ready to ship, FedEx will create a lable and assign a tracking numbers for each package ordered. Once your food kit ships, and we’ll send them to you by email after 8:00 PM CST that evening so you can follow your delivery every step of the way.

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When will my order be delivered?

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

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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 Contact Us so we can assist.

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Can a time frame be requested for delivery?

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

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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 via FedEx and will incur an additional fee. The shipment still will arrive in 2 days. Specific zip codes and service types may vary.

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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 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 Contact Us. In order for us to provide the best customer service, please include your billing name, the date the 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 FedEx has high demands at this time. 

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My box was delivered a day late.

We apologize that your order was delivered late, please reach out to our shipping department if you need help. 866- Yum-Beef 

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My package is damaged.

We apologize that your box arrived damaged. Please send photos of damages and order number to Contact Us. In some cases, FedEx 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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Can I ship a food package to an apartment?

We suggest you notify the receiver that a package will be arriving and may need to be signed for.  

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I got the wrong package of food.

We apologize. Please Contact Us with your order number and what you received.

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My package was missing an item.

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

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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.  You can find updates on your shipment by checking the delivery carrier’s website.

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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 Contact Us, we may ask you to send photos for training purposes. 

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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.

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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?

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. 

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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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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 our ribs. 

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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 FedEx Shipping Label that was affixed to the outside of the box containing the food at the bottom.

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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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How do I check my delivery status?

You will receive an email with the tracking number for FedEx in it, simply go to FedEx.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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The recipient of the package I sent did not receive the "Gift Message" that I entered

The gift message is located on the FedEx Shipping Label that was affixed to the box containing the food. 

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Do you honor tax-exemption?

Yes, we do.

For catering orders, please email the letter to catering@portillos.com before placing the order. Be sure to name the file with your organization name and include in the email your contact information so we can confirm receipt and assist you in placing the order. 

For takeout orders, bring in a copy of the letter to provide to the cashier when the order is placed. 

 

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