CUSTOMER SERVICE 

Special Note: On the administrative side, we are currently performing a major upgrade to our online catalog and back office systems. We apologize for any processing delays this may cause. Saludos, Elaine.

%OUI%For issues that are not related to a current or past order, pleae visit our Contact Us sections. For details of our process, please visit the FAQ. For Account Updates, If you need to make any changes to your online account, do so by accessing your account. If you forgot your LOGIN or PASSWORD, use the tools available to retrieve either one. To make changes click on the ACCOUNT button located an the top navigational bar. NOTE: If you have a new e-mail address, don’t create a new account because of not remembering your password or not being able to receive it via email, instead, send us a message to New Email. Make sure to include your LOGIN as well as your Old and New email address. Then, after 1 business day, have the system send your password to your new email address. For Store Credits, If you encounter problems using your Store Credit, contact us at our Pending Store Credit mailbox and we will gladly review it but please double check the following points prior to contacting us: Username Sensitive - A Store Credit is issued to a specific account and will not appear if you create a new account. Identify yourself prior to shopping with the online system by Signing In prior to adding products to your shopping basket. Payment information is required no matter if the order's total is $0.00 as this helps to ensure the purchaser is an adult. For Cancellations, contact us at our Cancellations mailbox. Please include your order number after the "#" in the subject line of your message. Before contacting us about a double charge, remember each declined transaction causes a "temporary" hold of funds. Temporary hold of funds are cleared by your Issuing Bank in about 48 hours (2 business days). Please wait 2 business days prior to contacting us for "supposedly" double charges. If the cancellation request is for an order that has not yet settled (11 p.m. CDT), we will try as much as possible to void the transaction before it settles. If by the time we process your request the transaction already settled, then a Store Credit will be issued. When we sucessfully receive a cancellation request we always will reply to it. If you do not receive a reply within 2 business days, please send the cancellation request again as it might have gotten caught up in SPAM filters, etc. If your order has already been expedited, such cancellation may not be possible. If this is the case, once you receive your order, please follow the Order Return process. Detailed information in our FAQ section. For Damaged Goods, contact us at our Damaged Goods mailbox. Please include your order number after the "#" in the subject line. Also include a short description of the damage in your message. For Missing Items If you received your order and you are missing an item, before contacting us, double check the Packing List as it has details of the actual fulfillment such as if the order was expedited completely, with a backorder (BO) or with a store credit (SC). If you still have to contact us, do so by using one of the following mailboxes: Missing item labeled as SC (Store Credit) or BO (Backorder). If the Missing Item is not labeled with a SC or BO, then use the following Missing Item(s) mailbox. For orders placed online, please include your order number after the "#" in the subject line of your message. For Missing Order If you haven't received the Shipping Notification via e-mail, first visit our FAQ section which provides details concerning our Order Processing time frame. If you still have to contact us, do so by using one of the following mailboxes: Order Placed Online or Mail-in Form. For orders placed online, please include your order number after the "#" in the subject line of your message. If you received the Shipping Notification via e-mail, that means we expedited your order (turned it over to the US Postal Service for delivery). We have no control over the US Postal Service's delivery process, so please double check the following before contacting us. First, check the Mail Class as well as the Ship Date, as each mail class has a different estimated delivery time; Second, use the direct link provided as it provides information of the latest scanned location within the US Postal Service’s delivery process; Third, check with your local US Post Office by providing them the Delivery Confirmation number as they have access to more information about their own delivery process than what you or us can access online. If you still have to contact us regarding a delivery delay, then do so by using the following mailbox: Missing already expedited order. Please include your order number after the "#" in the subject line of your message. For Returning Merchandise, click here to print a Merchandise Return Form. Returns are limited to merchandise expedited incorrectly and/or defective merchandise. If the returned items are not to be exchanged, then a Store Credit is issued (restockable item value minus a 10% restocking fee). Once we receive a return from a customer (shipping expense covered by the customer) we will proceed as per the Return Form (shipping expense covered by MusicaBoricua). Returned merchandise without a Return Form will automatically be returned to the sender and will not be processed. Please allow 30 days for returns to be processed. If you need to contact us about a Return, contact us at our Return mailbox. For providing us with your Feedback If you would like to give us your feedback (constructive) in relations to our service (online catalog, order fulfillment, etc.), please do so by using our Feedback mailbox. Remember to include the specific order number in the subject line. For providing a specific producer with your Feedback If you would like to give us your feedback (constructive) in relations to a specific product (sound quality, music content, etc.), please do so by using our Feedback to Producer mailbox. Make sure to include the specific Item Code in your message. By providing your feedback about "us" or "a specific producer" we will assume the following: That you have ordered from MusicaBoricua.com That your messages includes constructive criticism which will helps us provide an even better service or help producers provide a better product. That you authorize us to use your feedback at conferences, press interviews or any other public appereances. For providing the US Postal Service with your Feedback If you would like to give the US Postal Service feedback in relation to their delivery process (the US Postal Service took longer than expected in delivering the package, or package was mishandled, or arrived open or torn, or you were not home and they did not leave a note, or they scanned it as delivered and you do not concur with such scan, etc.), please do so by using their online form. By doing so you will help Postal Inspectors gather information that will result in the US Postal Service providing a better service.