FAQ

How do I contact customer service?

Can I special order an item?

Will I be charged Sales Tax?

How long will it take for my items to arrive?

What is the return policy for online purchases?

Will the item I receive be the exact item shown on the website?

Can I have my purchase gift wrapped?

How do I request a Certificate of Authenticity for the items I purchase?

What is your repair policy?

How do I contact customer service?

A customer service representative is available to assist you with any questions daily between the hours of 9:30 am and 5:30 pm Mountain Time at 800.648.7358. You can also email us at customerservice@shoppackards.com.

Can I special order an item?

Yes, special orders are welcome for most of the products we sell. Please call and speak to any of our experienced sales staff at 800.648.7358 so that we can help you find exactly what you are looking for today.

Will I be charged Sales Tax?

If your order is shipping to an address within the State of New Mexico, state gross receipts tax will apply.

How long will it take for my items to arrive?

Please click here to see our Shipping Policy.

What is the return policy for online purchases?

Please click here to see our Return Policy.

Will the item I receive be the exact item shown on the website?

In some cases the item you receive will be the item shown on our website because it is one-of a kind. In cases where an Artist or Designer commissions a subsequent edition, the item you receive may not be the one shown on the website. It is also important to note that the process of handcrafting an item composed of unique natural materials is art and not science. Subsequent editions of an item may vary slightly from previous editions and the photos shown on the website may not represent all of the unique details of your item.

Can I have my purchase gift wrapped?

Yes, gift wrapping is available for most items. During the checkout process you will be asked if you would like "Gift Wrapping" and to complete a "Gift Message" to be included on the package.

How do I request a Certificate of Authenticity for the items I purchase?

Look for the check-box during the checkout process indicating you would like to receive a Certificate of Authenticity to accompany your order.

What is your repair policy?

We will repair or replace any defective merchandise at no charge for a period not to exceed 90 days from the date of the original transaction. After 90 days, repairs will be charged to the customer.

Return Policy

We will accept merchandise returned within 30 days from the date of purchase provided the merchandise is in its original unused condition. We are sorry, but there are NO REFUNDS OR EXCHANGES for sales of Special Order or Sale Merchandise from any designer or artisan, for any sale of IWC Timepieces or for any merchandise that has been sized or altered per customer specifications.

Returns meeting the criteria above may be sent along with the original packaging to:

Packard's on the Plaza, Inc.
ATTN: Customer Returns
61 Old Santa Fe Trail
Santa Fe, NM 87501

Note:
Returns are refunded in the original payment form. Returns sent via USPS that arrive with Postage Due will be Returned to Sender. After 30 days, Packard's on the Plaza, Inc. cannot accept returns for any reason.

Shipping

DELIVERY AND PROCESSING - JEWELRY & TIMEPIECES

Most purchases from our Jewelry and Timepieces categories are shipped from our Santa Fe location via Federal Express 2Day to arrive on the second day after the order is processed. Orders are processed within 24 hours of receipt and in the event of a delay we will notify you by email. Orders are shipped out and delivered Monday through Friday.

Note: We ship to the US and Canada only. Sorry, but we do not ship to P.O. or APO Boxes and all shipments are sent "Signature Required" for delivery.

Rush Delivery is available for purchases from our Jewelry and Timepieces Departments.  By choosing Rush Delivery during checkout, we will expedite orders for in-stock items only.

If we receive your Rush Delivery order by 12 noon Mountain Time Monday through Thursday, you'll receive your purchase by the next business day (excluding holidays); orders placed Friday through Sunday will arrive on the following Tuesday. Deliveries occur Monday through Friday. This rush service is not available for out of stock items, oversized or items from the following departments including Weavings, Katsinas, Fetishes, Furniture, Pottery, Sculptures or For the Home.

Note: Delivery and processing charges are applied for each delivery address on an order.

DELIVERY AND PROCESSING – KATSINA, FETISHES, POTTERY, SCULPUTRES and FOR THE HOME (Non-Jewelry/Non-Weaving)

Most purchases from our Katsina, Fetishes, Pottery, Sculptures and For the Home categories are shipped from our Santa Fe location via Federal Express Ground to arrive within 2 to 6 business days after the order is processed. The arrival time is based on the criteria Federal Express has published for ground deliveries originating from Santa Fe, New Mexico. Orders are processed within 24 hours of receipt and in the event of a delay, we will notify you by email.

Note: We ship to the US and Canada only. Sorry, but we do not ship to P.O. or APO Boxes and all shipments are send "Signature Required" for delivery.

Note: Delivery and processing charges are applied for each delivery address on an order. Rush delivery is not available for items purchased from these departments.

DELIVERY AND PROCESSING – WEAVINGS

Most purchases from our Weaving category are shipped from our Santa Fe location via Federal Express Ground to arrive within 2 to 6 business days after the order is processed. The arrival time is based on the criteria Federal Express has published for ground deliveries originating from Santa Fe, New Mexico. Orders are processed within 24 hours of receipt and in the event of a delay we will notify you by email.

Note: We ship to the US and Canada only. Sorry, but we do not ship to P.O. or APO Boxes and all shipments are send "Signature Required" for delivery.

Note: Delivery and processing charges are applied for each delivery address on an order. Rush delivery is not available for items purchased from this department.

CANADIAN SHIPMENTS

Packard's does not maintain Non-Resident Importer status with Canada. Packard's is not responsible for tariffs, taxes, brokerage fees, duties or any other following costs required to import merchandise.

As necessary, customers will be contacted by delivery companies and required to designate a freight broker in order to move goods into Canada. Customers are encouraged to learn the details necessary to assure successful delivery before ordering.