Customer Service 

For questions or problems, please contact us at orders@borinqueneers.com or call (914) 739-3989, Mon-Sat, 9am-6pm Eastern Standard Time (EST).   

Shipping and Delivery

New York State residents will be charged 7.375% sales tax upon checkout.  

Usually orders are processed within 1-2 days of when order is placed.  All orders are shipped via the best method available depending on the weight, value, contents, and delivery location, usually by First Class Mail or Priority Mail through the U.S. Post Office.  DELIVERY TIMES MAY EXTEND TO 1-2 WEEKS but usually you should receive your merchandise in less time.

Sometimes there may be a delay if an item is not in stock or back-ordered but we make every effort to let you know if there will be a delay. 

Mail-in orders paid by check will only be processed once checks clear after ten business days.  If a check bounces, customer will be responsible for any bounced check fees. 

In a hurry?  Expedited overnight shipping is available upon request. S end us an email at orders@borinqueneers.com or call (914) 739-3989 from 9:00am-5:00pm, Eastern Standard time.

Order Transaction Process

Payment information is not stored in our server. Such information is encrypted by the hosting company's Secure Socket Layer (SSL) and feed to a leading authorizing company, Authorize.Net, which then electronically contacts your bank. Your bank, using their own parameters, then authorizes or declines the transaction). Authorized transactions are made available to us to continue the order process and our ordering system will send you via e-mail a order confirmation. The order's process includes the transaction's settlement which will reflect in you credit or debit card statement as "ElPozoProds".

Declined Transactions

 If a transaction is declined, please be advised that declines cause a "temporary hold of funds" which should automatically clear in about 3 days. Because each Issuing Bank is different, please contact your Issuing Bank to find out in how many days will they clear "temporary hold of funds". Regarding reasons for declines, here are the most commons ones: AVS mismatch - this means the BILLING address you provided does not match what your Issuing Bank has on file; Card Code mismatch - this means the code you are providing does not match what appears in the corresponding location of the actual card.

To ensure that your order will not be rejected, input the Billing Address that is on record with your credit card company.  Later you will be allowed to change the address if you have a different Shipping Address.  Certain debit cards are not accepted.   You will receive an email confirmation when the order has been accepted and approved.

US Postal Service Returns -

If the US Postal Service returns a pacakge (i.e. No Such Address, Unclaimed, No Forwarding Address, Refused, etc.) we will contact the customer to confirm the address and charge additional postage in order to re-send the package.  If we are unable to contact the customer or do not receive a reply by the customer within 7-10 days, we will issue a Refund minus the shipping and handling fees Handling fee as well as any additional services such as Signature Confirmation are not reimbursed.  

Please make sure that the address, especially Puerto Rico and military APO addresses, is the correct U.S. Postal address.  Also, if you are ordering a gift for someone that you think might reject the package, let them know beforehand that you are sending them a package so they will be prepared to accept it.

DVD Warranty

El Pozo Productions warrants the DVD to be free of defects in materials and faulty workmanship under normal use for a period of thirty days after purchase. If a defect is discovered in the DVD during this warranty period, a replacement DVD can be obtained at no charge by sending the defective DVD, postage prepaid:

Please follow these steps:

1. Carefully pack your return items in a box large enough to accommodate all the items. We will NOT accept return shipments in an envelope.

2. Include your original Invoice or packing slip in the box and seal it tightly. Mail your package to:

El Pozo Productions
P.O. Box 302
Crompond, NY 10517

3. Please allow up to 10-12 business days for processing after we have received your return and shipment of your replacement DVD.

4. No refunds will be made for non-defective, opened DVDs. El Pozo Productions offers to all its customers a 30-day money-back guarantee for all unopened products. Returns of unopened products must be through insured mail! Shipping and handling charges are non-refundable.

Our Commitment to Privacy

Your privacy is important to us. To better protect your privacy we provide this notice explaining our online information practices and the choices you can make about the way your information is collected and used. To make this notice easy to find, we make it available on our homepage and at every point where personally identifiable information may be requested.

The Information We Collect:

This notice applies to all information collected or submitted on the [company name] website. On some pages, you can order products, make requests, and register to receive materials. The types of personal information collected at these pages are:

Name
Address
Email address
Phone number
Credit/Debit Card Information
(etc.)

On some pages, you can submit information about other people. For example, if you order a gift online and want it sent directly to the recipient, you will need to submit the recipient's address. In this circumstance, the types of personal information collected are:

Name
Address
Phone Number
(etc.)

The Way We Use Information:

We use the information you provide about yourself when placing an order only to complete that order. We do not share this information with outside parties except to the extent necessary to complete that order.

We use the information you provide about someone else when placing an order only to ship the product and to confirm delivery. We do not share this information with outside parties except to the extent necessary to complete that order.

We offer gift-cards by which you can personalize a product you order for another person. Information you provide to us to create a gift-card is only used for that purpose, and it is only disclosed to the person receiving the gift.

We use return email addresses to answer the email we receive. Such addresses are not used for any other purpose and are not shared with outside parties.

You can register with our website if you would like to receive our catalog as well as updates on our new products and services. Information you submit on our website will not be used for this purpose unless you fill out the registration form.

We use non-identifying and aggregate information to better design our website and to share with advertisers. For example, we may tell an advertiser that X number of individuals visited a certain area on our website, or that Y number of men and Z number of women filled out our registration form, but we would not disclose anything that could be used to identify those individuals.

Finally, we never use or share the personally identifiable information provided to us online in ways unrelated to the ones described above without also providing you an opportunity to opt-out or otherwise prohibit such unrelated uses.