Where are you located?

We are located in San Juan, Puerto Rico (Santurce  - Stop 18 or Parada 18 - in San Juan).  Our physical address is 1107 Las Palmas, San Juan PR 00907.  Phone number is 787-722-5188.

How long will it take to get my order?

Standard shipping is usually via USPS Priority Mail which has a stated delivery time of 3-4 days.  We try to process orders for shipping as quickly as possible, but all in-stock orders are shipped within 48 hours of receipt, except where noted otherwise.

We have two expedited shipping options:  Second Day Air UPS (two days transit) for an additional $15.00 and Next Day UPS (one day transit) for an additional $30.00. These services are quite expensive from Puerto Rico.  For more about shipping, click here...

I received my package, but one of the items is missing.  What do I do?

Before you call customer service, look carefully at the invoice that arrived with your package. Locate the item you did not receive in the list of items, then look to the left hand columns.  The second column has "B/O" (Back Ordered) written at the top, and the third column says "Shipped." If there is a "0" in the "Shipped" column, there should be a number corresponding to how many of the item you ordered in the column "B/O" (Back Ordered).  In this case, you have not been charged for the item yet, because we did not have it in stock at the time we shipped  the order.  We owe you the item and will charge you and send it as soon as it comes in. (No, you won't pay extra shipping.)

If there is a number in the column marked "Shipped" and you do not have that many of the item in your box, it means we have made a mistake and you should contact us to fix it. Call us between 8:00am and 4:00 pm EST weekdays at 1-787-722-5188 or email us at islaonline@prw.net.

Can I return something I bought?

If you don't like what you bought, you can return it to Isla as long as it is in the original condition and we will give you a full refund for the merchandise. One exception:  We do not accept returns of music or videos that have been opened. 

However, if there is something wrong with your merchandise (It arrived broken, it is defective, etc.),  please call us first.  We will let you know whether it is necessary to return the item to get a replacement.

Please only ship returns via the Postal Service and insure them. 

Can I order something I don't see in your current catalog or on the website?

By all means, contact us about any item you want that you don't see in the catalog or on the website.  If we used to carry it, there is always a chance that we may still have it or access to it.  If we have never carried it, we may still be able to get it for you!  You have to ask, though!  Best way - via email at islaonline@prw.net.