Effective date: October 18, 2026
This policy applies to purchases made through https://elnuevoneighborhood.com/, the online store operated by EL NUEVO NEIGHBORHOOD PETSHOP CORP under the customer-facing name El Nuevo Neighborhood Pet Shop.
Business address: 544 Hialeah Dr, Hialeah, FL 33010, United States
For questions regarding payments, shipping, returns, or refunds, contact support@elnuevoneighborhood.com or +1 305-883-5304.
This Payment Policy explains how you can pay for an order, when your card is charged, what makes up your order total, how sales tax works and how refunds are returned to you. Payments for orders are collected by EL NUEVO NEIGHBORHOOD PETSHOP CORP, the legal entity that operates El Nuevo Neighborhood Pet Shop. All prices and charges on our website are in US dollars (USD).
Accepted payment methods
We accept the following credit and debit cards:
- Visa
- Mastercard
- American Express
- Discover
We do not accept PayPal, cash, checks, bank transfers or buy-now-pay-later services at this time. There is no surcharge for any card type.
Currency
All prices on our website are shown in US dollars (USD), and every order is charged in US dollars.
How your payment is processed
Card payments are processed by Stripe, a PCI DSS Level 1 service provider. Your card details are entered into Stripe’s secure payment form and sent directly to Stripe over an encrypted (HTTPS) connection. We never see or store your full card number.
- Stripe Link (optional): at checkout, Stripe may offer to save your card and contact details with Link, Stripe’s own checkout service, so you can pay faster next time. Link is run by Stripe under Stripe’s terms and privacy policy. It still charges one of the cards listed above, and using it is your choice.
- Saved cards (optional): if you have an account with us, you can choose to save your card for future orders. The card is stored by Stripe. We keep only a reference to it together with the card brand, the last four digits and the expiry date, and you can remove a saved card from your account at any time.
When your card is charged
Your card is charged when you place your order. The billing name and address you enter at checkout must match the details on file with your card issuer.
Declined payments and order verification
A payment may be declined by your bank or card issuer, or by Stripe’s fraud screening. If your payment is declined, please check your card details and billing address or contact your bank, then try again.
To protect you and us from fraud, we may contact you to verify an order before it ships. If we cannot verify an order, we may cancel it and refund the full amount to your original payment method.
What your order total includes
Your total at checkout is made up of the following, and nothing else is added:
| Part of your total | How it is calculated |
|---|---|
| Items | The price of each item in your cart, as shown on the product page |
| USPS shipping | A flat rate per order for the method you choose: USPS Ground Advantage $11.95, USPS Priority Mail $15.95 or USPS Priority Mail Express $49.95 |
| Sales tax, if it applies | For orders delivered in Florida: 6% Florida sales tax plus the county surtax of the delivery address, on the items and shipping. Shown as separate lines before you pay. Not currently collected on orders delivered outside Florida. |
There are no handling fees, card surcharges or other added charges. Shipping is charged once per order, not per item. You can read more about shipping methods and delivery times in our Shipping Policy. Orders are packed and handed to USPS within 1 to 2 business days.
Sales tax
El Nuevo Neighborhood Pet Shop is a Florida business, so we collect Florida sales tax on orders delivered to an address in Florida:
- Florida state sales tax: 6%
- County discretionary sales surtax: the rate of the Florida county the order is delivered to, from 0% to 2% depending on the county (for example, 1% in Miami-Dade County)
Under Florida law, the shipping charge on a taxable order is part of the taxable sale, so sales tax on Florida orders is calculated on the item prices and the USPS shipping charge. At this time we do not collect sales tax on orders delivered to addresses outside Florida.
Prices on product pages do not include sales tax. Any sales tax is calculated from your shipping address and shown as separate lines at checkout, before you pay. When we refund an order or an item, we also refund the sales tax charged on it.
Pricing errors
We work to keep prices accurate, but mistakes can happen. If an item in your order was listed at an incorrect price, we will contact you before your order ships. You can then confirm the order at the correct price or cancel it for a full refund.
Price changes
Our prices may change from time to time. The price you paid at checkout is the price for your order, and a later price change does not affect it.
Refunds
All refunds go back to your original payment method, meaning the same card you used to pay. We do not issue refunds by cash, check or to a different card.
- Cancelled orders: if you cancel before your order ships, we refund the full amount, including shipping and any sales tax.
- Returns: we inspect a return within 2 business days of it arriving and issue the refund within 3 business days after inspection. We email you when the refund is issued.
- Bank processing: banks and card issuers typically take 5 to 10 business days to post a refund to your account.
You can return new, unused items within 30 days of delivery, and we cover the return shipping cost. Full details are in our Return & Refund Policy.
Payment disputes and chargebacks
If you see a charge you do not recognize or have a problem with an order, please contact us first. Most issues can be resolved quickly by phone or email, and contacting us is usually faster than a dispute through your bank. This does not affect your right to contact your card issuer.
Payment security
- Our website uses HTTPS encryption on every page.
- Card details go directly to Stripe and are not stored on our website. Saved cards are stored by Stripe, not by us.
- Please do not send card numbers to us by email or through the contact form.
For more about how we handle personal information, see our Privacy Policy.
Contact Us
If you have a question about a payment, a charge or a refund, please get in touch.
- Store name: El Nuevo Neighborhood Pet Shop
- Legal business name: EL NUEVO NEIGHBORHOOD PETSHOP CORP
- Business type: Florida Profit Corporation
- Florida registration number: P17000069250
- Business address: 544 Hialeah Dr, Hialeah, FL 33010, United States
- Phone: +1 305-883-5304
- Email: support@elnuevoneighborhood.com
- Website: https://elnuevoneighborhood.com/
- Business hours: Monday to Friday, 9:00 AM to 6:00 PM; Saturday, 9:00 AM to 5:00 PM; Sunday, closed (Eastern Time)
We reply to emails and contact-form messages within 1 business day.