Frequently Asked Questions

How many sandwiches can I make per pound of beef?

One pound of Portillo's Italian beef yields 4 of our 6-inch sandwiches.

back to top ↑

How is the beef sold?

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

back to top ↑

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!

back to top ↑

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.

back to top ↑

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.

back to top ↑

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.

back to top ↑

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.

back to top ↑

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.

back to top ↑

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.

back to top ↑

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.

back to top ↑

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.

back to top ↑

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.

back to top ↑

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.

back to top ↑

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.

back to top ↑

Where can I find the next Beef Bus stop?

Follow @BeefBusOffical on Twitter and Instagram for regular updates

back to top ↑

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

back to top ↑

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

back to top ↑

Will you be changing the menu options?

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

back to top ↑

What methods of payment are accepted on the Beef Bus?

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

back to top ↑

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.

back to top ↑

How can I request the Beef Bus for my event?

Requests can be made here.

back to top ↑

Can I franchise a Portillo’s food truck?

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

back to top ↑

How do I check the balance of a Gift Card?

You can check the balance of your Portillo's Gift Card by clicking here or calling 1-844-447-7251. You will need to have your Gift Card number and PIN available to determine the balance.

back to top ↑

Where can a Gift Card be used?

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

back to top ↑

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.

back to top ↑

When will my Gift Card order be mailed?

All orders will be sent out the following business day.

back to top ↑

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.

back to top ↑

What payment options do you accept?

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

back to top ↑

How do I purchase a Gift Card?

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

back to top ↑

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.

back to top ↑

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.

back to top ↑

In what dollar amounts may I choose a Gift Card?

$10, $25, and $50 gift cards can be purchased.

back to top ↑

What is the Portillo's App?

The Portillo's app allows you to order food ahead of time and pick up inside the restaurant, or get it delivered. Search "Portillo's" in the iPhone or Google Play app store.

back to top ↑

Having problems using your Portillo's App?

If your Portillo's app is no longer working, you may be using an outdated version that is no longer supported. Please download the latest version of our app in the iPhone or Google Play store. 

back to top ↑

How do I create a Portillo's online ordering account?

You may create a Portillo's online ordering account by either downloading the app and following the on-screen instructions or by visiting here to set up a new account. 

back to top ↑

I am having trouble creating an account

If you encounter difficulties while registering for your Portillo's online ordering account, please do the following before attempting again.

First, check your internet connectivity to ensure you have a strong internet connection.

Second, if you are on a mobile device, please switch from Wi-fi to a cellular connection or vice-versa.  

back to top ↑

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

If you would like to edit your Portillo's account, please sign in here. In your web browser, click "Settings" in the top right corner or within your app click "More" in the bottom right corner and click on "Profile & Settings."

back to top ↑

What can I change in my account settings?

You can edit your first name, last name, email, phone number, favorite location, password, notification preferences, delivery addresses, and add up to 3 kids for the Birthday Club. 

back to top ↑

What should I do if I cannot log into my account?

Check your internet connection. In the Portillo's app or here, click “Log In” and click “Forgot Password” underneath the “Password” box. From there, please complete the following:

From there, please complete the following:

1. Enter the email address associated with your Portillo's account

2. You will receive a one time passcode emailed to you

3. If the email does not arrive in your inbox in a timely manner, please check all of I forgot my password your spam and junk folders

back to top ↑

I forgot my password

Check your internet connection. In the Portillo's app or here, click “Log In” and click “Forgot Password” underneath the “Password” box. From there, please complete the following:

1. Enter the email address associated with your Portillo’s account

2. You will receive a one time passcode emailed to you

3. If the email does not arrive in your inbox in a timely manner, please check all of your spam and junk folders.

back to top ↑

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

Please call Portillo’s Guest Services at 630-581-0770 or email guestservices@portillos.com to deactivate your account. 

back to top ↑

Can I see my transaction history for my account?

Login here and you can view your recent orders on your Dashboard. You can also save your favorite orders to re-order again! If you are using the Portillo's app, tap on "Recent Orders" to the right of "Order Now" on the home screen. 

back to top ↑

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

To add: Once you put in your first order and go to checkout, you will have the option to add a card. Tap on the "Add Credit/Debit Card" and enter you information.

To remove: Click the "Edit" button next to the "Credit/Debit Card" Menu. Then tap on the red circle next to the card you would like to remove.

To edit: once a card has been saved, you can no longer edit it. If you made a mistake putting in the information for the card, remove the card and then follow the steps of adding a new card. 

back to top ↑

Can you order everything off the menu online? 

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

back to top ↑

Can you order catering online? 

We offer a limited catering menu for online ordering. 

back to top ↑

Can you order a whole cake online? 

Of course!

back to top ↑

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.

back to top ↑

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

Please contact the restaurant directly. Once you select a location, the restaurant information including phone number and address will be displayed. 

back to top ↑

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?

back to top ↑

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. 

back to top ↑

Can I add a promo code to my app or online order?

Yes, if we are running a current promotion, use the coupon on the "My Bag" screen, and enter the coupon code in the box underneath "Coupon"

back to top ↑

Is an account required to order online?

No. If using the Portillo's app, you can select "Continue as Guest" when opening the app and begin your order. If you're ordering on portillos.com, once you arrive on the checkout screen, you will be asked for your email and phone number so the restaurant can contact you if necessary.

back to top ↑

Can I use a coupon code or birthday cake offer with a Guest order?

No, you must be logged in to apply any offers to your online order.  

back to top ↑

Can I save a favorite order?

Yes, once you place the order and arrive on the checkout screen, you can tap the star in the top right corner to save your order. You can also name your favorite order.

back to top ↑

I selected a different location and the prices changed, why is this?

Different Portillo's locations sometimes have different pricing. Selecting a different store may change the price of your order.

back to top ↑

What if I need to cancel my online order after I have already submitted it?

You can only cancel an order if it was scheduled for a later time/date. You cannot edit an order if you chose "ASAP." To cancel an online order, go to the home screen of the app. Then, tap on "Recent Orders" to the right of Order Now. When on the Recent Orders page, click on the order you would like to cancel. When the order comes appears, press "Cancel Order" on the bottom of the screen. You will receive an email that your order was cancelled successfully.  

back to top ↑

Can I edit my online order after it has been placed?

You can only edit an order if it was scheduled for a later time/date. You cannot edit an order if you chose "ASAP." To edit an online order, go to the home screen of the app. Then, tap on "Recent Orders" to the right of Order Now. When at the Recent Orders page, click on the order you would like to edit. When the order comes up, press "Modify Order" on the bottom of the screen. 

back to top ↑

Why is there a minimum order limit?

For delivery, there is a $15 order limit. 

back to top ↑

Why can't I get my order delivered to my house?

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. 

back to top ↑

How do I let the restaurant know about special instructions on my order?

When you select a food item, you may modify the item by clicking on the "Customize" button. Restaurants are not able to handle special requests that are not listed explicitly in the app. 

back to top ↑

Can I use the Portillo's app on multiple devices?

Yes! You can be signed into your Portillo's account on more than one device at the same time. 

back to top ↑

Can I save my credit card information?

Yes, on the checkout screen, you can tap "add credit card" and after entering your credit card information, you can tap "Save for later"

back to top ↑

Can I redeem my birthday cake slice through the app or online ordering?

Yes, your birthday cake slice offer will automatically be in your account inbox. You will need to add a slice of chocolate cake to your order and it will appear under "My Offers." Tap on the Birthday Club Reward and click Check Out. You will see the offer applied on the check out screen. 

back to top ↑

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.

back to top ↑

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. 

back to top ↑

I want to delete my account

Please call Portillo's Guest Services at 630-581-0770 to deactivate your account.

back to top ↑

My birthday is incorrect in my account

Please call Portillo's Guest Services at 630-581-0770 and we will update your birthday in your account. 

back to top ↑

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

The offer will appear when you tap on the inbox icon in top right corner of screen.
 

back to top ↑

I cannot find my birthday cake slice code from my email

You will need to click "Redeem Now" from the email and log into your Portillos Online Ordering account. The offer code will appear in your inbox.

back to top ↑

I didn't receive my birthday cake offer

Email: Try searching for "Portillo's in your email inbox, and check your spam folder.

Website: Check the inbox of your dashboard and the offer will be visible there.

App: tap the inbox icon in the top right corner, and it will appear there. If the offer is not appearing in any of the three places above. Check your settings to make sure your birth date is accurate. Reminder: If your birthday was more than 7 days ago, your birthday offer has expired. If your birthday was within the past 7 days, and you have not received your birthday cake offer and do not see it in your inbox on the app or website, please contact Portillo's Guest Services at 630-581-0770.

back to top ↑

Can I place an order for delivery over the phone? 

Delivery orders 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.

back to top ↑

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. 

back to top ↑

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

Either you are outside of the 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. 

back to top ↑

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 click here and enter your address.

back to top ↑

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.

back to top ↑

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.

back to top ↑

Is there a room charge?

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

back to top ↑

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.

back to top ↑

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.

back to top ↑

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.

back to top ↑

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.

back to top ↑

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.

back to top ↑

Can a cake be brought in?

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

back to top ↑

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.

back to top ↑

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.

back to top ↑

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.

back to top ↑

Does Portillo's accept donation requests?

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

back to top ↑

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. 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.

back to top ↑

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.

back to top ↑

How do I get the money we raised?

We will send you a check within 30 days. 

back to top ↑

More questions regarding fundraisers?

Email fundraisers@portillos.com

back to top ↑

When can you book a fundraiser

You can book a fundraiser Monday-Thursday 5-8pm

back to top ↑

Is there nutritional information available?

Portillo's Nutritional and Allergen information can be found here. 

back to top ↑

Does Portillo's serve cage free eggs?

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

back to top ↑

Does Portillo's franchise?

No, we do not franchise.

back to top ↑

What are your restaurant's hours of operation?

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

back to top ↑

Do you have any locations outside of the Chicago area?

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

back to top ↑

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.

back to top ↑

When will my order be shipped?

You select the arrival date during the checkout process. If you order a 2-day delivery service, it is free shipping. Otherwise, we offer Next Day Standard & Next Day Priority for an additional fee.

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 (subject to UPS service availability)

All non-food shipments are shipped UPS ground, separate from food packages.

back to top ↑

How will I know that my order has been received?

Guests will reach a confirmation screen after the checkout/payment screen that will produce an order number. A confirmation email is also sent shortly after the order is placed. Please make sure to check your spam/junk inbox in case you do not receive it.

back to top ↑

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

Please email guestservices@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 desired change of address.

back to top ↑

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.

back to top ↑

How do I cancel my order or make changes?

To cancel an order, we need at least 2 business days prior to shipping to process. Any cancellations after this time will not be able to be processed. Please email guestservices@portillos.com with 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.

back to top ↑

My package is damaged.

We apologize that your box arrived damaged. Please send photos of damages and order number to guestservices@portillos.com or fill out a contact us form at www.portillos.com/contactus. 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.

back to top ↑

My beef package was missing an item.

We apologize that your box was missing items. Please fill out a contact us form: www.portillos.com/contactus

back to top ↑

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. All food shipments are final sale.

back to top ↑

I got the wrong package of food.

We apologize for this mistake, please fill out a contact us form for Guest services to be able to correct this issue. We ask you do not throw way any product until contacted by Portillo's guest services team. https://www.portillos.com/contactus/

back to top ↑

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.

back to top ↑

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.

back to top ↑

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. All food orders must be placed to arrive by December 22, orders cannot be placed to arrive December 23-29 or December 31.

back to top ↑

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.

back to top ↑

Can I ship to P.O. boxes

UPS does not ship food to P.O. boxes.

back to top ↑

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.

back to top ↑

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.

back to top ↑

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/

back to top ↑

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.

back to top ↑

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. We apologize for any inconvenience.

back to top ↑

Why don’t you ship with dry ice?

We have found that the freezer packs keep the produce fresh and won't freeze our fresh produce like dry ice would.

back to top ↑

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 offer overnight options.

back to top ↑

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.

back to top ↑

Can the product be refrozen?

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

back to top ↑

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.

back to top ↑

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.

back to top ↑

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.

back to top ↑

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.

back to top ↑

When ordering a standard box may items be substituted?

We are unable to modify or provide substitutions for any items in our packages.

back to top ↑

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. 

back to top ↑

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.

back to top ↑

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.

back to top ↑

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.

back to top ↑

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.

back to top ↑

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 recipient's name in the box.

back to top ↑

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.

back to top ↑

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.

back to top ↑

I need help placing an order.

If you need help placing an order please call 866-YUM-BEEF and select the prompt for shipping.

back to top ↑

Do you offer wholesale prices?

No, we do not offer wholesale discounts on our shipped products.

back to top ↑

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. 

back to top ↑

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.

back to top ↑

How do I track my order?

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

back to top ↑

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.

back to top ↑

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.

back to top ↑

How far in advance do I need to book the Engagement photoshoot?

You must book photography date with a Portillo's wedding photographer at least 90 days in advance.

back to top ↑

When are the Engagement photoshoots available?

Photography sessions are only available Mon-Thurs 10-11am, 2-4pm, or 8-10pm.

back to top ↑

What time can I have the night wedding package delivered?

The order must be delivered between 9pm-11pm Mon-Sun.

back to top ↑

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

You must book 90 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.

back to top ↑

Who delivers the late night bites?

Portillo’s Home Kitchen will deliver the food and set up the cheese sauce fountain. The guest can keep the fountain after their event. 

back to top ↑

Where is the cheese sauce fountain available?

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

back to top ↑

Is the fountain always available?

No. The fountain is subject to availability. Please call 866-986-2333 and select option 3 to learn more.

back to top ↑

Does my event venue need to allow outside vendors?

Yes. Subject to approval from venue.

back to top ↑

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

No, you can order as many Fast Packs to feed your crowd. Please call Portillo's Home Kitchen and work with our team to choose the correct amount of food for your party.

back to top ↑

How much is the cheese sauce fountain?

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

back to top ↑

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. 

back to top ↑

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.

back to top ↑

How long can the fountain run at my event?

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

back to top ↑

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.

back to top ↑

How do I prep the fountain?

Fountain must be pre-heated 5-7 minutes before pouring cheese sauce. After cheese sauce is poured into bottom basin, turn on motor button and slowly add more cheese sauce. Do not overfill.

back to top ↑