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Customer Service

Order Processing Time
Most orders are processed within 2 - 4 business days. Orders placed on non-business days (weekends or holidays) will be processed on the next business day.

Shipping Methods
Internet orders are shipped via USPS Priority Mail. We do not offer international shipping at this time. For approximate shipping times, please click here. 

International Customers
We do not accept international orders at this time. Your billing address must be in the U.S. and we do not offer international shipping.

Holidays
We recommend placing your order in advance to avoid shipping delays.

Assistance With Your Account
If you don't remember your account username or password, please go to My Account at the top of the website and click on Forgot Your Username or Forgot Your Password and follow steps. If you get locked out of your account, please email This email address is being protected from spambots. You need JavaScript enabled to view it. or call 505-583-3238 between 9am – 5pm MST Monday – Friday. If your call goes to voicemail, please leave a detailed message and include your name and a brief description of your issue and we will get back to you within two business days.

Assistance With Your Order
If you have a problem placing your order, or you have received an order and need assistance, please notify us immediately. For fastest service please email This email address is being protected from spambots. You need JavaScript enabled to view it. or call 505-583-3238 between 9am – 5pm MST Monday – Friday. If your call goes to voicemail, please leave a detailed message and include your name, order number and a brief description of your issue and we will get back to you within two business days.

Phone Orders
To place a phone order for merchandise, please call 505-583-2233 ext. 818 between 9am – 5pm MST. Exclusive webstore promotions are not applicable to phone orders.

Returns & Exchanges
• You may return for refund or exchange unopened, unused merchandise in its original packaging within 30 days of purchase.
• No returns or exchanges on sale items.
• The cost of return shipping is your responsibility. We recommend using a shipping method that will allow you to track and insure your package.
• We will be contacting you by phone within 2 - 4 business days of receipt of your returned items. We do not keep your credit card information on file and will need that information to process your return.
• Please include a copy of your order or your order number, and the best phone number to reach you, and the items you wish to return to the address below.

If returning items via UPS or FedEx:
Ojo Caliente Mineral Springs Resort and Spa
Attention: El Mercado Gift Shop – Returns
50 Los Banos Drive
Ojo Caliente, NM 87459

If shipping by USPS:
Ojo Caliente Mineral Springs Resort and Spa
Attention: El Mercado Gift Shop – Returns
P.O. Box 68
Ojo Caliente, NM 87459

Tracking Orders
After your order is placed, you will be emailed an order confirmation. When your order is processed, you will receive another email with the tracking number. Please note that tracking information may not be available for up to 24 business hours after the order has been shipped.

Backorders
We do our best to make sure items in our webstore are available. However, in the event that an item in your order is on backorder, we will contact you via email.