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CUSTOMER SERVICE POLICIES

Thank you for shopping the Ojo Caliente Mineral Springs (OCMS) El Mercado Gift Shop. We want our customers to be our biggest fans, so if there is a problem with your Internet order or products please notify us immediately at 505-583-2233 or toll free 800-222-9162 between the hours of 9:00 AM and 8:00 PM Mountain time. When prompted, the Gift Shop extension is 818. We will do our best to resolve the situation.

If for any reason, your order does not meet your expectations, simply return your Internet purchase(s) within 30 days of the purchase date for a refund of purchase price, less Shipping and Handling. Returns must be accompanied by the original or copy of your receipt and an explanation of your reason for the return. For Internet purchase returns received after 30 days, no refund will be issued.

Purchases made in person at El Mercado Gift Shop must be returned within 14 days of the purchase date along with the original or copy of your receipt.

Internet/Phone Orders:

  • All orders are processed within one to two business days.
  • Orders placed on Saturdays and Sundays will be processed the following Monday.
  • Internet orders are shipped via US Postal Service (USPS).
  • Phone orders are shipped via UPS.
  • All purchases are subject to bank authorization prior to processing. Only authorized purchases will be processed.

Payment: All payments must be made by credit or debit card.
Credit/debit cards accepted include:

  • Visa
  • MasterCard
  • Discover
  • American Express

If you are not comfortable ordering online:

  • OCMS uses all of the most current internet security to keep your information secure. However, if you are uncomfortable trusting your personal data on the Internet, please call us at 505-583-2233 or toll free 800-222-9162 between the hours of 9:00 AM and 8:00 PM Mountain time and we will process your order over the phone. When prompted, the Gift Shop extension is 818.
  • Gift Card Purchases:

    • Treat someone special to a little or a lot of Ojo's TLC. At checkout, you will be able to customize the gift card with a special message. Gift Card purchases are non-refundable.
    • Gift Cards may be redeemed for lodging, spa services, in the Artesian Restaurant and El Mercado Gift Shop.
    • Click here to purchase a Gift Card online OCMS El Mercado Gift Shop.
    • Gift Cards can be purchased online in the following amounts:
      • $20
      • $40
      • $60
      • $80
      • $100
      • $200
      • $300
      • $400
      • $500
    • Gift Cards can be picked up in person at the Front Desk or mailed to you or the recipient.
    • Gift Cards expire 5 years after the date of purchase.

    Order confirmation:

    • You will receive an order confirmation number and email when your order has been processed, including your order number and the total amount charged.

    To check your order history:
    If you placed your order through an online account with a password, you may check the history of your order(s) at any time simply by logging in, then selecting "My Order."

    To check your order status:
    To check on the status of your order, please contact us via email GiftShop@ojospa.com or by phone at 505-583-2233 x 818. Please have your invoice or purchase order number available for reference.

    Backorders
    If an item is on backorder, you will not be charged until the backordered item ships. We will keep you updated regarding the status of any backorder.

    Shipping
    We normally wait and ship all items ordered together, out on the same day, to minimize your shipping charges. If you wish to receive any part of your order earlier, please contact us or make a note of it on your order form. Occasionally, some materials are temporarily out-of-stock; you will be alerted to any shipping delay at the time of your order. You will also be notified of any other delays beyond 10 days after placing your order.

    Shipping Addresses in the USA
    Your order will be shipped to you via UPS Ground unless you specify Priority Mail or Express Mail from the United States Postal Service (USPS). UPS will not delivery to PO Box while the USPS delivers to PO Boxes as well as street addresses. Please give us either a complete street address (including Apartment number) or complete PO Box address, not both.

    Standard delivery estimates (USA).
    Delivery estimates are not guaranteed delivery dates. Some packages may arrive sooner or later than specified. Delivery is not available on Sundays or Holidays. We do not provide next day delivery.

    • UPS (USA) - Allow 5 to 7 business days for delivery.
    • Priority Mail (USA) - Allow 3 to 4 business days for delivery.
    • Express Mail (USA) - Allow 2 to 3 business days for delivery.

    Holidays
    El Mercado Gift Shop does not process orders or ship on Federal Holidays.

    Inventory Status
    We strive to provide accurate delivery estimates and sufficient inventory levels to meet the above delivery guidelines.

    If you need to speak with someone, please call us at 505-583-2233 or toll free 800-222-9162 between the hours of 9:00 AM and 8:00 PM Mountain time. When prompted, the Gift Shop extension is 818. Alternatively you can email us at GiftShop@ojospa.com.

    Return/Exchange Policy:

    • You may exchange new, unopened items purchased via the Internet from the OCMS Mercado Gift Shop within 30 days of the purchase date in exchange for a different product.
    • For items purchased in person at El Mercado Gift Shop, the return policy is 14 days.
    • Items must be returned in their original product packaging.
    • To return your product, you must include the original or a copy of your receipt and the reason for returning the item(s).
    • If shipping to us, please be advised to use a traceable and insured shipping method; otherwise we cannot give you credit for your return should the item get lost.
    • Once the returned product is received, you will be refunded for the total amount of the order minus shipping and handling costs.
    • In order to protect your privacy, we do not keep your credit card on file. Please include your phone and email contact information to facilitate our contact with you. Once we receive the returned product, we will contact you so that we can get additional information to be able to reimburse you for any monies owed to you. All items must include the original purchaser's name.

    How to Return a Purchase
    Return your purchase and be sure to enclose a copy of your order receipt. Your refund will be made according to the credit/debit payment method of your original order. Because we don't keep your credit card on file, please include your phone and email contact information so we can contact you more quickly.

    Please return product(s) to the following address:

    Ojo Caliente Mineral Springs Resort and Spa
    Attention: El Mercado Gift Shop
    50 Los Banos Drive
    Ojo Caliente, NM 87459

    Refunds:

    • There are no refunds on gift cards.
    • Due to shipping, returns for items purchased online are accepted within 30 days of the purchase date. The original receipt or a copy is required along with the merchandise tags and be in the same condition when purchased.
    • Refunds will be processed for the amount of your purchase less shipping and handling.

    Contact:

    • If you have any questions or for more information, please call us at 505-583-2233 or toll free 800-222-9162 between the hours of 9:00 AM and 8:00 PM Mountain time. When prompted, the Gift Shop extension is 818.
    • Alternatively you can email us at GiftShop@ojospa.com.
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