FAQs

How can I place an order?

You can order with us online on this website. Our website is secure and we use only secure suppliers to process your order. We do not sell or rent email addresses and telephone numbers, or any data about what you ordered from us. More about our Privacy Policy.

You can order from us by telephone! Call us at 1-787-722-5188 to place an order by telephone. This is easiest if you have a credit or debit card, but you can place an order over the telephone and then mail us a check or money order once we give you the order number and the total.

You can order by mail. We can provide you with an order form you can download and print. Just fill it out and send it to Isla, PO Box 9112, San Juan, PR 00908-0112 with your payment. You do not need a formal order form. Write your order on any piece of paper and mail it to us. Just be sure we can contact you! A telephone number is best.

How can I pay for my order?

Credit or debit cards, and Paypal are always welcome. These will be processed online, and you will be asked to provide the CID number as well as the expiration date and billing address. Errors in any of these additional pieces of information may cause your card to be denied. We will email you if the charge is denied. We are not told the reason for the denial. You will need to discuss that with your issuing bank.

Check, Money Order. You can send us a check, personal or business, or a money order to pay for all or part of an order. Use our postal address [PO BOX 9112 San Juan PR 00908-0112] These orders may be put on hold until the payment clears the bank.

What if I want to order through the mail?

If you want to order through the mail, just download, print, fill out and mail our order form along with your payment information. You can pay with check, money order, debit or credit card. The form will request the necessary information. Mail the form with your payment to Isla, P O Box 9112, San Juan, PR 00908-0112

Or you can write out your order on a piece of paper. Include the shipping address, and a phone number, as well as your payment. We will figure it out or call you with questions.

How long will my order take to arrive?

Normally we process and ship all orders within two business days. When you order, if you supply an email address, you will receive an order confirmation. That confirmation will tell you if any items are back-ordered. Since most of our merchandise is sourced locally, back-ordered items can usually be filled in 2-5 days.

Our standard shipping is via the United States Postal Service, usually Priority Mail. This is service has a 3-5 day transit time between Puerto Rico and the continental U.S. Read about Shipping here.

Can I ship to another country?

Yes. Our shipping table refers only to orders shipped within the United States and its territories, including US military postal addresses. Shipments to other countries will have the charges calculated here in our warehouse, and you will be asked to ok the charges before we charge your credit card and ship the order.

How will you contact me about my order?

We prefer to contact you via email. This is fast, quick and efficient. If you do not supply us with an email address, or if you do not check your email, you order may be delayed if we cannot contact you. Please note – you can give us your email address to use for orders and customer service only. You can opt out of marketing emails, without sacrificing your contact with us about your orders. You just need to let us know.

We will also try to contact you via telephone if you do not respond to an email or have not provided one. If you provide neither an email nor telephone number, we will contact you by mail.

What should I do if I do not like something I ordered?

If you do not like something you ordered, please return it. Here is more information about our returns policy.

Can I place a standing order?

Yes you can! We currently have monthly standing orders for coffee shipments, but we can duplicate this process for any item or items we sell. Just contact us to set it up. 787-722-5188

How do you handle refunds for returns?

Credits are made to the original payment method used for the order. If you ordered by check or money order, you will receive a check. If you ordered by credit or debit card, the card will be credited. Be sure you know the policies of your credit and debit cards with respect to their crediting amounts to your account. Some banks have delays processing these charges. See Refunds & Returns policy here.

If you have other questions, do not hesitate to call us at 787-722-5188 between 9:00 am – 3:00 pm AST non-holiday weekdays. Or email us at CustomerService@IslaCatalog.com.