Frequently Asked Questions (FAQs)
Welcome to our FAQ page! Here you will find answers to the most common questions about shopping at El Nuevo Neighborhood Pet Shop. If you can’t find what you’re looking for, feel free to contact us.
General Questions
Q: How can I contact customer support? A: You can reach us via email at support@elnuevoneighborhood.com or call us at +1 305-883-5304. Our customer support hours are Monday & Sunday (10:00 AM – 7:00 PM), Tuesday – Thursday (10:00 AM – 8:00 PM), and Friday – Saturday (10:00 AM – 9:00 PM).
Q: Where are you located? A: Our physical store and fulfillment center is located at 544 Hialeah Dr, Hialeah, FL 33010, United States.
Shipping & Delivery
Q: How much does shipping cost? A: We offer a flat shipping rate of $5.99 for all orders under $100.00. If your order totals $100.00 or more, you will receive Free Shipping.
Q: When will my order arrive? A: We process orders within 0 to 1 business day (order cut-off is 5:00 PM EST). Once shipped, the estimated transit time is 1 to 3 business days.
Q: Do you ship internationally? A: Currently, we only ship to addresses within the United States.
Returns & Refunds
Q: What is your return policy? A: We offer a 30-day return policy. You have 30 days after receiving your item to request a return. The item must be unused, with tags, and in its original packaging.
Q: Do I have to pay for return shipping or restocking fees? A: No! We offer completely free return shipping and we do not charge any restocking fees. We will provide you with a pre-paid return label once your return is approved.
Q: How long does it take to get a refund? A: Once we receive and inspect your returned item, your refund will be processed automatically to your original payment method within 7 business days.
Payments & Security
Q: What payment methods do you accept? A: We use Stripe as our secure payment processor. We accept all major credit and debit cards, including Visa, Mastercard, American Express, Discover, Diners Club, JCB, and Apple Pay.
Q: Is my payment information secure? A: Yes, absolutely. Our store uses SSL encryption, and our payment processor (Stripe) is certified to PCI Service Provider Level 1, ensuring the highest level of security for your payment details.