Fresh and frozen chile is a perishable crop moving across the country
in a cardboard box, and once in a while a shipment shows up in worse
shape than it left. Here is how we handle it.
Chile that arrived rotten or moldy. If you open the
box and the pods are slimy, smell off, or show any visible mold, set
them aside and email us photos of the box and the chile at
orders@hatch-green-chile.com
within 4 hours of the carrier's delivery scan. This usually means the box sat too long in a hot truck
or on a porch — not something you did wrong. We'll replace the
affected portion or refund it. We need to hear about it within 4 hours of the carrier's delivery scan,
so please don't push through a bad bag.
A frozen order that thawed in transit. Our roasted
frozen chile ships with dry ice and is built to arrive cold. If your
bags are still firm and cold to the touch, you're fine — refreeze them, or keep them in
the fridge and use within 5–7 days. If the chile is fully thawed and warm, or the
box was sitting outside, don't refreeze it; send us photos of the
box and the bags within 4 hours of the carrier's delivery scan and we'll send a replacement. Dry ice doesn't always
survive a delayed delivery, and that risk lives with us, not with
you. (See our
spoiled or thawed perishable page
for the full process.)
Jars that didn't hold their seal. Every jar of our
sauce, salsa, and chopped chile leaves the line vacuum-sealed, with
the safety button on the lid pulled down tight. If you take a jar
out of the box and the button is already popped up, the seal failed
in transit and the contents are not safe to eat — toss it and email
us. An intact, sealed jar that's a few months past its printed date
is almost always still good; a jar with a raised button on day one is
not.
Dates on the label. Our jarred products carry a
"best by" date roughly two years out from production, stamped on the
lid. Frozen roasted chile is dated on the bag and has a 2-year shelf
life from the day we pack it, as long as it stays frozen. If a product showed up at your door already
past its date, that is our error to fix — write us and we'll ship a
fresh one.
The short version: if fresh chile arrives spoiled or damaged, or frozen chile arrives warm,
take photos of the box and the chile and email us within 4 hours of the carrier's delivery scan (within 24 hours if frozen chile arrives cold but crushed or split);
for anything else that looks wrong, email us with a photo. Five generations of our family have farmed this valley, and we know what good chile is
supposed to look like coming out of a freezer or off a shelf. We
don't argue about replacements.
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