Frequently Asked Questions of Store

Customer Service 

For questions or problems, please contact us at orders@borinqueneers.com or call (914) 525-4651, , Mon-Sat, 9am-6pm Eastern Standard Time (EST).

Shipping and Delivery

Florida State residents will be charged 8.5% sales tax upon checkout.

Usually orders are processed within 1-2 days of when order is placed.  All orders are shipped via the shipping method selected by the customer. through the U.S. Post Office.  DELIVERY TIMES MAY EXTEND TO 1-2 WEEKS but usually you should receive your merchandise in less time.

When we send out a USPS/Priority Mail letter or package, we include a Delivery Confirmation Number at no charge in the shipment confirmation email that we send out. You can track the location of the package online at www.USPS.com.  But  the only shipping method guaranteed to arrive within the timeframe suggested by the Post Office is Express Mail.

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.  Send us an email at orders@borinqueneers.com or call (914) 525-4651 from 9:00am-5:00pm, Eastern Standard time.

Order Transaction Process

Payment information is not stored in our server. Such information is encrypted by our Secure Socket Layer (SSL) and fed to a leading authorizing company, BraintreePayments.com or PayPal, which then electronically contacts your bank. Your bank, using their own parameters, then authorizes or declines the transaction). We are informed of authorized transactions and continue the order process.  You should receive two emails:  one confirming the order and a second once the shipment has been made with the delivery confirmation number.  The order’s process includes the transaction’s settlement which will reflect in you credit or debit card statement as “ElPozoProds”.

El Pozo Productions offers a 30-day money-back guarantee for all unopened products.  The merchandise must be unused and returned in its original packaging. Shipping and handling charges are non-refundable.

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 package (i.e. No Such Address, Unclaimed, No Forwarding Address, Refused, etc.) we will contact the customer to confirm the address and, if the address error was due to customer error, we will 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 ten 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 374
Lutz, FL  33548

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.

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 El Pozo Productions 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

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

WE DO NOT COLLECT OR RETAIN CREDIT OR DEBIT CARD INFORMATION.  The shopping cart will direct you to a third-party secure page, such as Braintree.payments.com or PayPal for payment processing.

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 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.