1) Where can I get an EL POLLO LOCO^® Gift Card?

Answer: EL POLLO LOCO Gift Cards can be purchased at your local EL POLLO LOCO restaurant. Orders exceeding a total of $500 must be purchased online and processed as a large order. Large orders can be purchased online at www.elpolloloco.com/gift-cards/.

2) What EL POLLO LOCO locations in my area are participating in the EL POLLO LOCO Gift Card Program?

Answer: All EL POLLO LOCO Restaurants located in the United States should be participating in the EL POLLO LOCO Gift Card Program. Please visit www.elpolloloco.com/locations/ to find your nearest location.

3) Approximately how long will cards purchased online take to reach the buyer?

Answer: Traditional plastic card orders are processed and shipped within five (5) business days, excluding holidays. Shipping and delivery time will vary based on the shipping method selected.

4) How can I consolidate multiple card balances onto one card?

Answer: Please submit a request at www.elpolloloco.com/gift-cards/ or contact giftcards@elpolloloco.com for assistance any time during normal business hours, 8am to 5pm PT, Monday – Friday. Please provide the card number(s), your name, return phone number and mailing address for follow-up. Balance transfers take up to 2 to 3 business days to complete.

5) What do I do if the card is unable to read when swiping?

Answer: The strip on the back of the card may be worn out or demagnetized. Please request to have your 19-digit gift card number to be manually entered. The pin numbers should not be included. A manager’s assistance may be needed for this transaction.

6) What do I do if my card does not work even when manually entered?

Answer: Please submit a request at www.elpolloloco.com/gift-cards/ or contact giftcards@elpolloloco.com for assistance any time during normal business hours, 8am to 5pm PT, Monday – Friday. Please provide the card number(s), your name, return phone number and mailing address for follow-up. Your information will be sent along to the appropriate department that will assist with sending you a replacement card. A new card will be issued in within 7 to 10 business days.

7) What happens if my card is lost or stolen?

Answer: EL POLLO LOCO is not responsible for unauthorized use. Please protect your card at all times. Gift Cards cannot be replaced if lost or stolen.

8) I purchased an EL POLLO LOCO Gift Card at the restaurant, but they didn’t load my funds, what do I do? / When I made a purchase at the EL POLLO LOCO restaurant, they charged my gift card twice. How do I get my money back?

Answer: You will need to present a proof of purchase (receipt) back to the location and ask to speak to the manager on duty. Explain what happened, and he/she will assist you. If you feel that you are not receiving proper assistance, please Report Issue at www.elpolloloco.com/gift-cards/. We will take your contact information and escalate any concerns. Your information will be forwarded along to the appropriate department who will follow-up with management in order to resolve the situation.

9) How can I get a refund?

Answer: Please present a copy of the receipt that indicates your purchase(s) back to the place of purchase. Please ask to speak to the manager on duty, and they will be able to assist you. If you feel that you are not receiving proper assistance, please Report Issue at www.elpolloloco.com/gift-cards/. We will take your contact information and escalate any concerns.

For additional inquiries, please email giftcards@elpolloloco.com or Report Issue on www.elpolloloco.com/gift-cards/.