We love hearing from our guests and we value your feedback. Send us your questions, comments or feedback so we can continue to improve and make your Portillo’s experience better.

Find answers to some of the most common questions in our FAQs below.

Receipt Survey: If your receipt shows an invitation to complete a survey, please visit the URL shown on your receipt, or click on the contact us button on this page.

MAIL:
Portillo's Guest Services
2001 Spring Road Suite 400
Oak Brook, IL 60523

PHONE:
Portillo's Guest Services
630-581-0770
Phone support available Monday-Friday 8:30am-5:00pm CST.

 
 

Frequently Asked Questions

 

Catering

Private Parties

Gift Cards

Fundraisers and Donations

Menu

Online Ordering: Account Information

Online Ordering: Placing Orders

Online Ordering: Birthday Club

Online Ordering: Delivery

Our Restaurants

Shipping

Questions & Answers

Catering

How many sandwiches can I make per pound of beef?

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

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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

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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!

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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.

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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.

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

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

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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.

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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.

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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.

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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.

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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.

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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.

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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.

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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.

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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.

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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.

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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.

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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.

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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.

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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.

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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.

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Can a cake be brought in?

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

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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.

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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.

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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.

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Gift Cards

How do I check the balance of a Gift Card?

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

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Where can a Gift Card be used?

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

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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.

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When will my Gift Card order be mailed?

All orders will be sent out the following business day.

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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.

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What payment options do you accept?

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

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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.

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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.

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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.

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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.

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Fundraisers and Donations

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.

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How do our Fundraisers work?

Portillo's will donate 20% of the sales that your organization earns! The amount will be donated when someone comes in with your flyer (smart phone counts, too) or mentions your organization at checkout. Feel free to dine in, carry out, or go through the drive thru. 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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How do I make my fundraiser successful?

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

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How do I get the money we raised?

We will send you a check within 30 days. 

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More questions regarding fundraisers?

Email fundraisers@portillos.com

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When can you book a fundraiser

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

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Menu

Is there nutritional information available?

Portillo's Nutritional and Allergen information can be found here

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Does Portillo's serve cage free eggs?

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

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Online Ordering: Account Information

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.

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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. 

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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. 

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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.  

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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."

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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. 

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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

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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.

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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. 

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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. 

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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. 

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Online Ordering: Placing Orders

Can you order everything off the menu online? 

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

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Can you order catering online? 

We offer a limited catering menu for online ordering. 

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Can you order a whole cake online? 

Of course!

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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.

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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. 

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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?

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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. 

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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"

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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.

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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.  

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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.

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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.

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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.  

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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. 

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Why is there a minimum order limit?

For delivery, there is a $15 order limit. 

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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. 

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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. 

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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. 

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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"

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Online Ordering: Birthday Club

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. 

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

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

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

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

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I want to delete my account

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

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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. 

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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.
 

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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.

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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.

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Online Ordering: Delivery

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.

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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. 

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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. 

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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.

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When is my restaurant getting online ordering and delivery? 

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

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Our Restaurants

Does Portillo's franchise?

No, we do not franchise.

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What are your restaurant's hours of operation?

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

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Do you have any locations outside of the Chicago area?

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

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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.

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Shipping

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.

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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 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.

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What are your shipping options and prices?

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

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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. 

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Can I ship outside the United States at the Portillo's E-Store?

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

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

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

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

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

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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

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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

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

Not at this time. Please contact us with questions.

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Why don’t you ship with dry ice?

We have found that the freezer packs do a nice job keeping the product fresh and won’t freeze our fresh produce like dry ice would.

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Does the food stay frozen?

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

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Can the product be refrozen?

We don’t recommend refreezing the product if it is over 32 degrees upon receipt. You can use your best judgement if the product still seems frozen. This will again depend upon the season and the location in the U.S.

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Will UPS deliver if no one is at home?

In most cases, UPS will leave the box in the safest area possible and a note left on your door.  However, if the package is sent to an apartment, the recipient must be home; Due to fraud, UPS WILL NOT leave the box at a neighbor's or the apartment office.

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Can a time frame be requested for delivery?

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.

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Why can't a box be paid for at the restaurant?

To maintain our quality of service, our restaurant staff focuses on serving food for immediate consumption and are not trained on all of the issues involved in shipping food products.  Our shipping department is a separate operating division created to maintain the quality and safety of our food during shipping.

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Can an empty shipping box be purchased at a store?

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

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When ordering a standard box may items be substituted?

To keep costs in line for the guests we don’t do substitutions for any packages.

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Why can’t we purchase other Portillo's food items to be shipped?

We continue to look at adding and testing items to be shipped all year. When an item has been completely tested it will be added to our shipping selections.

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Do you ship to Alaska and Hawaii?

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

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Will UPS or Portillos call before a box arrives?

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

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

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

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