Frequently Asked Questions

You can update your order yourself within the first 30 minutes after checkout by clicking here.

Among other things, you can add items and update your shipping address.

After that window closes or you don't see the option to update your order, please email us and we’ll assist you.

Orders cannot be modified once they have shipped.

Gift Cards issued after July 01, 2025 cannot be redeemed online, at the airport location or for cash value.

Los Poblanos gift cards may be redeemed for overnight stays, dining at Campo, treatments at the Hacienda Spa, special events, Chef’s Table experiences and shopping at the Farm Shop, Norte and Town & Ranch. A physical gift card, a copy of your e-gift card or gift card number is required to redeem.

If you have any issues, please complete our customer support form and someone will be in contact within two business days to resolve the issue.Please visit our Gift Card FAQ for more information.

Please select local pick up at checkout.

Local pick up orders are available Tuesday through Saturday at our Town and Ranch location (1318 4th St NW, Albuquerque, NM 87102). Your email confirmation will provide instructions. Please bring your order number and a sales associate will be ready to assist you. Unclaimed orders will be refunded after seven days. If you have any questions about your order, please email online@lospoblanos.com.

Gift messages can be included before the checkout process. Type your note in the custom gift message or special instructions box on the cart page. Gift notes are limited to 200 characters.

For a faster response, please email us at online@lospoblanos.com.

You can reach us by phone at (505) 308-3452. We are available Monday–Friday, 9 am – 5 pm MST.

Please note, due to high volume, replies may take up to two business days.

We offer free shipping anywhere in the contiguous U.S. when your subtotal reaches $175. Simply select the free shipping rate during checkout. Gift card purchases and signature delivery fees do not count toward free shipping.

Yes, local pickup is available Tuesday through Saturday 11:00am - 7:00pm at our Town & Ranch location: 1318 4th St NW, Albuquerque, NM 87102. Once your order is ready, you will receive an email confirmation. Please bring your order number when you arrive; a sales associate will be happy to assist you.

Orders not claimed within seven (7) days will be automatically refunded.

Orders are typically processed within one (1) to three (3) business days. However, express orders are processed within one (1) business day when placed before 2:00 PM (MT), Monday–Friday.

Processing time does not include transit time.

During peak seasons and holidays (including the Christmas season), processing times may be extended due to increased order volume.

Flat-rate shipping costs are calculated based on the weight and dimensions of the order. Transit time is typically 2–5 business days after processing, but may be longer during peak seasons.

Express Shipping is available. Orders placed before 2:00 PM (MT), Monday–Friday ship the same business day. Orders placed after 2:00 PM or on weekends ship the following business day.

Additional shipping options maybe available at checkout.

A confirmation email with tracking details will be sent once your order has shipped.

Order status and tracking may be viewed by selecting “View your order” in your confirmation email, or by signing into your account.

We currently only ship to Canada. Delivery times may range from 7–30 business days, depending on customs clearance and carrier delays.

If a package is marked as delivered but not received, please allow 24 hours for courier processing.

If the package does not arrive after 24 hours, contact the carrier or online@lospoblanos.com for assistance.

Los Poblanos is not responsible for orders shipped to incorrect or invalid addresses. Please contact us promptly if an address update is needed.

Los Poblanos is not responsible for replacing or refunding packages confirmed as delivered.

If your order arrives damaged or incorrect, please contact us with your order number.

Eligible items may be reshipped or refunded in accordance with our Return & Exchange Policy.

For added security, customers may select the $6 Signature Required for Delivery option at checkout.

Orders shipped without this service are not eligible for replacement or refund if marked as successfully delivered.

Los Poblanos is not responsible for lost, stolen, or delayed packages.

Los Poblanos is committed to using sustainable and eco-friendly materials whenever possible. Orders may ship in repurposed, recycled, or reused packaging.

If your order is damaged, missing or incorrect in any way, we are happy to reship or refund items. Please contact online@lospoblanos.com and include your order number, description of the issue and related photos.

We gladly accept returns and exchanges within 30 days of purchase.

Eligibility

• Items must be returned within 30 days of the original purchase date.
• Original shipping costs are non-refundable.
• Return shipping costs are the responsibility of the customer.

Please email online@lospoblanos.com with your order number and your request (return or exchange).

Ship returns and exchanges to:

LP Online Returns
1318 4th St NW
Albuquerque, NM 87102

Please include your order number clearly on the outside of the package.

We do not accept returns at any of our Retail locations.

Once your return is received and processed, we will issue a refund to the original form of payment, or an exchange, if requested and available.

Please allow a few business days after receipt for processing.

Los Poblanos does not accept returns or exchanges for items purchased through other vendors, wholesale partners, third-party or marketplace distributors.

• Promotions do not apply to gift card purchases or purchases made at spirits.lospoblanos.com.
• Cannot be combined with other offers or applied to prior purchases.
• Can only be used for online purchases.

Since we work in small batches with natural ingredients, scents can sometimes vary in intensity. Factors like the harvest of our essential oils or the cure time of our soaps can lead to a softer aroma. Rest assured, the quality and benefits remain exactly the same, think of it as a unique characteristic of a truly handmade product!

Because we handcraft our salves in small batches using all natural ingredients, the texture can sometimes vary. If your salve feels a bit grainy, don't worry! It’s still the same high-quality formula, it just might need a few extra seconds of warmth from your skin to melt and absorb fully.

Visit our business gifting page to learn more or email online@lospoblanos.com for details.

Interested vendors can complete our Wholesale Inquiry Form.

Please note that we do not allow reselling on third party websites, such as Amazon and eBay.

Please visit our employment page to view open positions.

Los Poblanos Farm Shop only collects information on our customers for the sole purpose of order tracking and record keeping of orders placed online. This information is limited to customer name, address, email, telephone number, and IP addresses. 

Los Poblanos will only contact you by phone in the event of a problem with a web order placed via farmshop.lospoblanos.com. 

If you choose to sign up for our Los Poblanos mailing list, Noticias, we will keep you up to date with our dynamic property. Find out more about our new products, craft and gardening workshops, as well as special room rates and package discounts. You have the option to discontinue these emails at any time by following the link at the bottom of every email. 

At no time does Los Poblanos Farm Shop retain sensitive information such as credit card numbers. Los Poblanos does not share your customer information under any circumstances. 

The Farm Shop records your IP address at the time of check out to aid in the prevention and tracking of credit card fraud.

Los Poblanos takes privacy and security very seriously. We have taken every precaution to secure your privacy online, at our data centers and at our physical location to protect against the theft, manipulation, and loss of information collected at farmshop.lospoblanos.com. Your information is password protected and is available only to persons whom need it to fulfill your web orders, or answer specific questions that you may have.

We use Google Analytics to help us understand how our customers use the Site. You can read more about how Google uses your Personal Information here: https://www.google.com/intl/en/policies/privacy/. You can also opt-out of Google Analytics here: https://tools.google.com/dlpage/gaoptout.

We use Meta Pixel to track a users behavior after they have been redirected to our website by clicking on a Meta ad. This enables us to measure the effectiveness of Meta ads for statistical and market research purposes. The data collected in this way is anonymous to us, i.e. we do not see the personal data of individual users. However, this data is stored and processed by Meta, which is why we are informing you, based on our knowledge of the situation. Meta may link this information to your Facebook account and also use it for its own promotional purposes, in accordance with Facebook's Data Usage Policy. You can allow Meta and its partners to place ads on and off Facebook. A cookie may also be stored on your computer for these purposes. You can object to the collection of your data by Meta pixel, or to the use of your data for the purpose of displaying Facebook ads in your account-settings.

For more information about how targeted advertising works, you can visit the Network Advertising Initiative’s (“NAI”) educational page at https://www.networkadvertising.org/understanding-online-advertising/how-does-it-work.

You can opt out of targeted advertising by:

• FACEBOOK - https://www.facebook.com/settings/?tab=ads
• GOOGLE - https://www.google.com/settings/ads/anonymous