El Pollo Loco Gift Cards | El Pollo Loco

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FAQ

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- Where can I get an El Pollo Loco® Gift Card?
  - 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/.
- What El Pollo Loco locations in my area are participating in the El Pollo Loco Gift Card Program?
  - 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.
- Approximately how long will cards purchased online take to reach the buyer?
  - Traditional plastic card orders are processed and shipped within five (5) seven (7) to ten (10) business days, excluding holidays. Shipping and delivery time will vary based on the shipping method selected.
- How can I consolidate multiple card balances onto one card?
  - Please submit a request at www.elpolloloco.com/contact-us/ 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.
- What do I do if the card is unable to read when swiping?
  - 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.
- What do I do if my card does not work even when manually entered?
  - Please submit a request at www.elpolloloco.com/contact-us/ 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.
- What happens if my card is lost or stolen?
  - 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.
- If I save my gift card to my Loco Rewards app or during an online web order, can I use it again in restaurant?
  - No. Any saved gift cards to your Loco Rewards app or online profile can only be use for in-app or online purchases. However, you can still bring the physical gift card (or barcode for the eGift Card) to the restaurant to checkout in that manner with any remaining balance.
- 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?
  - 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/contact-us/. 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.
- How can I get a refund?
  - 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/contact-us/. We will take your contact information and escalate any concerns.
- I never received my eGift card confirmation email
  - If you purchased an eGift card from elpolloloco.com and did not receive an email with your eGift card, eBonus Card, Free Item coupon code, or for any further eGift card assistance, please email elpollolocogiftcardsupport@cashstar.com
- I bought an eGift card on elpolloloco.com, how do I redeem it?
  - When you purchase an eGift card online at order.elpolloloco.com, you will receive an email with a link to your eGift Card.
    
    If you did not receive an email with your eGift card, or for any further eGift card assistance, please email elpollolocogiftcardsupport@cashstar.com
    
    To redeem eGift Card online at order.elpolloloco.com
    1. At checkout, select “El Pollo Loco Gift Card” under the Add New Payment Method drop-down
    2. Enter the 19-digit gift card number and PIN, then select “Add Card”
    To redeem in the Loco Rewards App:
    1. At checkout, under Payment Method, select “Add New”
    2. Choose “Gift Card” and enter the 19-digit gift card number and PIN
    3. Select “Pay” to process the transaction
    To redeem in-restaurant, present the QR Code in your eGift Card email to the Cashier during checkout.
- I received an eBonus Card during an eGift Card promotion, how do I redeem it?
  - I BOUGHT MY eGIFT CARD DURING A PROMOTION AT ELPOLLOLOCO.COM:
    
    eBonus Card will automatically be emailed to you after qualifying gift card purchase within 48 hours. eBonus Cards purchased through order.elpolloloco.com may be used online at order.elpolloloco.com, in the Loco Rewards app, or in-restaurant.
    
    If you did not receive an email with your eGift card, or for any further eGift card assistance, please email elpollolocogiftcardsupport@cashstar.com
    
    To redeem eBonus online at order.elpolloloco.com:
    1. At checkout, select “El Pollo Loco Gift Card” under the Add New Payment Method drop-down
    2. Enter the 19-digit gift card number and PIN, then select “Add Card”
    To redeem eBonus in the Loco Rewards App:
    1. At checkout, under Payment Method, select “Add New”
    2. Choose “Gift Card” and enter the 19-digit gift card number and PIN
    3. Select “Pay” to process the transaction To redeem eBonus in-restaurant: At checkout, present the Bonus Card Number and Pin to your cashier.
    To redeem eBonus in-restaurant: At checkout, present the Bonus Card Number and Pin to your cashier.
- I received a “Free Item” (i.e. Free Classic Tostada) during an eGift Card promotion, how do I redeem it?
  - I BOUGHT MY eGIFT CARD DURING A PROMOTION AT ELPOLLOLOCO.COM:
    
    A coupon code for your Free Item (i.e. Free Classic Tostada, Free Bundle of 8 Tacos al Carbon, etc.) will automatically be emailed to you after qualifying gift card purchase within 48 hours. Coupon Code for Free Item is valid ONLINE ONLY at elpolloloco.com or in the Loco Rewards App.
    
    If you did not receive an email with your eGift card, or for any further eGift card assistance, please email elpollolocogiftcardsupport@cashstar.com
    
    To redeem Free Item online at elpolloloco.com and in the Loco Rewards App, enter the coupon code you received in your email into the “Coupon Code” field during checkout and select “Apply”. Free Item will be automatically discounted from your cart
- Can I buy an eGift card in the Loco Rewards app?
  - No, eGift cards are no longer available for purchase in the app. You can however still buy eGift cards on our website.
- Can I save a physical gift card or eGift card to my Loco Rewards app or online profile?
  - Yes, but any saved gift cards to your Loco Rewards App or online profile can only be used for in-app or online purchases.
    
    Please make sure to save your physical card or your digital barcode to use your gift cards in restaurant.
- Do I get Loco Rewards points for a purchase of a gift card within the restaurant?
  - No.
- Can I add funds to my eGift card on the app?
  - You cannot reload funds to gift cards within the app. Once the gift card has reached a zero balance, the gift card will be removed.
- How can I delete my eGift Card from the app?
  - Youcan remove their gift card as a saved payment option by going to the Account tab. Each payment option will have a delete option. Please note that gift cards with a balance of $0 will not show within the app.
- How do I use multiple payments in the Loco Rewards app?
  - On the checkout screen choose to add a new payment method. You can pay with both Credit Card and Gift Card. The Gift Card will take priority so if the balance of the gift card is enough to cover your order you won’t be able to add a Credit Card. If the Gift Card balance is lower than the order total, then you can add other gift cards until your order total has been covered. You can also save all these payment methods for future use for online orders.
- Can I get a refund for my El Pollo Loco eGift Card/Gift Card?
  - All eGift Card/Gift Card activiations are FINAL. There are no refunds/returns on El Pollo Loco eGift Cards/Gift Cards.
- I live in cash-back state. How can I get cash back for the balance on my El Pollo Loco eGift Card/Gift Card?
  - El Pollo Loco eGift Cards/Gift Cards are not redeemable for cash, except as required by law. The following states ("Cash-Back States") allow for cash back when your balance drops below a certain amount. Cash back payment will be issued in-restaurant when the eGift Card/Gift Card is presented at the POS or online by visiting Gift Card Cash Back after balance has been verified. No receipt required.
    - Balance less than $2.50: TX
    - Balance less than $5: HI, MT, NJ, NY, OR, WA, ME
    - Balance $5 or less: CO, MA
    - Balance less than $10 ($15 starting April 1, 2026): CA