Frequently Asked Questions

The beef is a pre-cooked and pre-sliced product. It is sold cold and packaged in 1-pound and 2.5-pound vacuum-sealed bags. Gravy (a.k.a. “au jus”) is included in the cost of the beef and is packaged in separate tubs. The gravy comes cold, however, is available frozen or hot upon request. There is an additional charge for hot gravy as it comes in a special container to ensure safe travel.

Note:Gravy is NOT sold separately

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

We do not sell the beef and gravy heated together because the beef will become tough. Hot gravy is available upon request with the purchase of beef. A heating kit can be purchased to maintain the temperature of the gravy while beef is being added.

Note: Gravy is NOT sold separately!

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

Our French bread is sold separately. Each loaf yields 6 of our 6-inch pieces of bread.

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

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.

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.

Where do I go to pick up my catering order?

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

Does Portillo's Home Kitchen discount party packages?

No discounts are given to party packages. They are assembled for the convenience of our guests. Our pricing is strictly a la carte to ensure that all of our guests only order what they want to serve.

When do I pay for my catering order?

Payment may be made at the time of pick up or you may pre-pay for a catering order when placing your order through Portillo's Home Kitchen. You can pay for your catering order with Visa, MasterCard, Discover ,American Express, Gift cards or cash. No personal checks are accepted.

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

There are no minimum dollar restrictions on our catering. You can order as little as a loaf of our French bread.

Does Portillo's Home Kitchen 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.

Does Portillo's Home Kitchen deliver?

We do deliveries for larger events based upon availability, however the vast majority of our catering orders are picked up. There are additional fees and minimum order requirements associated with delivery and we book quickly. Starting January 22nd, 2018, there will be a limited Portillo's Home Kitchen menu available for online ordering and delivery. Please check the online menu at portillos.com. For large event orders, you will still need to contact PHK by calling 866-YUM-BEEF.

Can I get hot pasta?

You can always pick up hot pasta at any of our Barnelli's restaurants. Barnelli's restaurants also carry our full line of specialty pastas. Sometimes pasta (your choice of mostaccioli, baked mostaccioli or lasagna only) can be picked up hot at other locations but only with a manager's approval.

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

Do you sell fried chicken at any of your locations?

Fried chicken isn't available at any of our locations. All Portillo's restaurants offer chicken dishes, however these dishes require 3-4 days advanced notice.

Shop & Ship

When will my order be shipped?

Orders received before 4:00 p.m. Central Time Monday-Wednesday (excluding holidays), are shipped out the same day. Orders received after 4:00 p.m. Wednesday or all day Thursday - Sunday are shipped the following Monday (excluding holidays). Orders are shipped 2 day delivery, unless otherwise specified and are subject to service availability for the delivery address.

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 e-mail us at catering@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.

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). 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.

How do I cancel my order or make changes?

Orders may be canceled by calling 630-851-5151, by email to catering@portillos.com or by fax to 630-851-1240 at least 2 business days prior to the ship date. 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.

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.

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 addresses.

I have already placed an order. When will it be delivered?

You are able to specify your preferred delivery date and 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.

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 catering@portillos.com

Is a shipping box guaranteed to arrive in 2 days from the day shipped?

Yes. UPS guarantees 2-day delivery. If a box is late please contact us at 630-851-5151 or Portillos.com for us to correct the late delivery

Are you able to ship a combination package of Italian beef and hot dogs?

Not at this time. Please contact us with questions.

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.

Does the food stay frozen?

Depending on the season and the location in the U.S. the product may start to thaw. If you need the product frozen we have an overnight option available for an additional fee.

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.

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.

Can a time frame be requested for delivery?

This can’t be done for 2-day deliveries, as the box could show up as late as 7 p.m. on the day of delivery. To get a smaller window of time, overnight options may be chosen, but there is an additional fee.

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.

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.

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.

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.

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.

Will UPS or Portillos call before a box arrives?

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

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.

General

Does Portillo's franchise?

No, we do not franchise.

Is there nutritional information available?

We don't have nutritional information available at this time.

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 and faxed to 630-954-5851, attn: Donations.

What are your restaurant's hours of operation?

Please contact the specific location by phone to get their hours, as they vary by restaurant.

Do you have any locations outside of the Chicago area?

Yes. We have several restaurants outside of the Chicagoland area. View our locations.

I would like to send my company's advertising/marketing proposal to Portillo's for consideration. Where do I direct it?

Please forward your company information to our Corporate Office, 2001 Spring Rd., Oak Brook, IL. 60523. We will review your information and contact you if necessary. If the information does not meet our current needs, we will keep your information on file for future consideration.

Does Portillo’s serve cage free eggs?

Portillo’s has committed to serving only 100% cage free eggs by 2025.

Private Parties

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

A signed contract and deposit are required to reserve the date, time and space for any banquet.

Is there a room charge?

At select Portillo's locations: There is no charge for the room when the Banquet Menu is used. A Room Charge will apply if: 1.) The guests order off of the menu, 2.) The guest count is below the required minimum number of guests, 3.) There is extensive set up or breakdown, or, 4.) Use of the room exceeds the contracted time of 3 hours. *An Event Planner will be able to better inform you if a room charge applies to your event.

Can I order off the menu for my banquet?

At select Portillo's locations: You may order off the menu but a room charge will be applied.

Is there a different rate for children?

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

How far in advance must the banquet menu be selected?

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

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

The guarantee guest count is due 7 days prior to the date of the event. The guarantee is the number you will be charged for the day of the event, so be as accurate as possible. If you are not sure about a couple of guests (because they have not RSVP’d), give the number that you know will definitely be there. Our staff can set up the room for 5-7 extra settings, just in case they show up. Your final bill will include the guaranteed number and any additional guests that attended the event.

Are there time restrictions for banquet rooms?

Each banquet event is 3 hours in duration. Please be aware that some restaurants may have restrictions on the availability of the party room, due to peak service times or holidays. Ask an Event Planner for further details.

Can a cake be brought in?

Yes, but prior approval is required. There is no cake cutting fee applied.

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

Yes, we welcome any enhancement to our special events, however, due to various licensing regulations, prior approval is needed. *Please note that some entertainment will be approved on a discretionary basis.

What forms of payment do you accept?

At select Portillo's locations: Deposits and final payments are accepted in the form of cash, American Express, MasterCard , Visa and Discover Network cards.

May I bring any personal decorations into the Banquet Room?

Yes, additional decorations, such as centerpieces, banners, balloons, etc, are welcome with prior approval. Please be aware that we do not allow the use of staples, tacks, push pins, scotch tape or glue as adhesives. Masking tape and mounting adhesive putty are allowed. The host or hostess is responsible for the complete set up and removal of all decorations brought in.

Gift Cards

Where can a Gift Card be used?

Portillo's gift cards may be used at Portillo’s and Barnelli's restaurants.

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

Yes. All shipping orders must be paid for at the time the order is placed by gift card, American Express, Visa, MasterCard, or Discover. Payment may be made using a combination of gift card and credit card.

When will my Gift Card order be mailed?

All orders will be sent out the following business day.

Will I be able to add a gift message to my order?

Yes. When placing your order there is a box to enter your gift message located under the credit card field.

What payment options do you accept?

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

How do I purchase a Gift Card?

A Gift Card may be purchased on-line to be sent out. You can also purchase gift cards at any Portillo's or Barnelli's restaurant location.

Are you able to add money to a Gift Card?

No. If you need additional dollars on a gift card you must purchase a new one.

Can you receive money back from a Gift Card?

The value of this card may be applied toward any purchase made at any participating Portillo's or Barnelli's restaurant location and on our Website. Cards will not be replaced if lost, stolen or damaged. Except where prohibited by law, this card is not redeemable for cash and may not be used to purchase gift cards.

In what dollar amount's may I choose a gift card?

Gift cards can be purchased with any amount between $10.00 and $100.00.

Online Ordering & Delivery

Can you order everything off the menu online?

You can view the full online ordering menu by clicking here.

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 except Rockford, IL Normal, IL and Merrillville, IN. We expect to accept delivery orders at all of our restaurants very soon.

Can you order catering online?

No, you cannot order Portillo’s Home Kitchen catering trays, but you can place large orders, including Fast Packs.

Can you order a whole cake online?

Of course!

Can I use coupons, gift cards, or birthday club voucher in my online order?

Gift cards can be used. Coupons, mailers and vouchers are not yet valid through online ordering.

If I have an issue with my order, who do I contact?

We hope to provide the most accurate and efficient service as possible, but in the event you are unsatisfied, have a question, or would like to provide general feedback, please visit this page: https://portillosfeedback.smg.com/.

I can’t place an online order. Why not?

There are many reasons, but common ones include: Did you enter your billing address properly? Did you enter your credit card number properly? Did you enter your credit card expiration date properly?

Where can I go to place a delivery order?

You can place your delivery order online here or download the Portillo's app through iTunes or Google Play.

The app/website says there are no delivery drivers in my area. Help!

Either you are outside of our delivery zone, or we currently have an overwhelming demand for Portillo’s delivery in your area. Please check back soon or place your order for a future date and time.

What is the delivery area for delivery?

The delivery range varies by location. To see if we deliver to your specific location, check out our app or https://portillos.olo.com and enter your address.

Can I edit my order after I placed my order?

If you placed an order for ASAP, your order cannot be changed, as it is already being made. If you placed an order for a future date or time, you can change your order via portillos.com or our app.

Can I place an order for delivery over the phone?

Delivery orders for a flat $5 fee are only available through pre-paid orders via portillos.com and our online ordering app. If you would like a Portillo's Home Kitchen catering order delivered and set-up buffet style, please call 866-YUM-BEEF.