How do gift orders work at the Hatch Chile Store?
Every order ships with a packing slip that lists items but never shows pricing, so your recipient won't see what you paid — your invoice goes only to the email on the order.
There's nothing extra you need to do at checkout to keep prices out of the box.
Pricing never appears in the gift package.
The packing slip lists products and quantities so the recipient knows what's inside, but doesn't include prices, totals, taxes, or shipping cost. Your itemized receipt is sent only to the email on the order. There's no "mark as gift" toggle to flip — the box is gift-friendly out of the gate.
Gift notes work for non-perishable orders.
If you'd like a short personal message included, we can add a gift note to the packing slip for non-perishable orders — jars, sauces, salsas, powders, dried pods, nuts, ristras, wreaths, and crosses. Reach us with your HATC- order number and the exact message, and we'll add it before the order ships. Once the box is packed, we can't add a note.
For frozen orders (frozen roasted chile, tamales, prepared foods), we can't include a gift note inside the box. The dry-ice packaging doesn't have a safe spot for printed paper. Send a message to the recipient by text or email when the box is on its way — that way they also get a heads-up to put it in the freezer right away.
We don't offer gift wrapping.
For food safety and shipping integrity, our boxes go out in standard shipping packaging. We don't offer gift wrap, decorative boxes, or custom outer packaging. The product packaging is presentable on its own — fresh chile ships in our branded boxes during harvest; frozen items go in unbranded insulated coolers with dry ice; jars, powders, and dry goods ship in standard unbranded outer cartons; ristras travel in protective sleeves.
For corporate or large-volume gift programs, see our corporate gifting page — it's built for B2B and includes options not on standard consumer orders.
If checkout isn't working, call us and we'll place the gift order by phone.
If your credit card is not being accepted during checkout, your shipping address is rejected, the page is stuck on "processing," or you can't find the checkout button, the fastest fix is usually a phone call: 575-267-2067, 9 am–5 pm Mountain, Mon–Fri. We can take the gift order, the recipient's address, and the gift note all in one call.
A few quick things to try first if you'd rather sort it on your own. Most "card not accepted" messages come from a billing-address mismatch — the billing ZIP on the card has to match what's on file with the bank, even though the gift is going elsewhere. Address rejections are usually carrier validation; try the address without abbreviations, and double-check the apartment or unit number. If checkout is stuck on "processing," wait two minutes before refreshing — refreshing or clicking pay a second time is the most common way duplicate charges happen. And if the chat box is blocking the checkout screen, close it with the "X" in the corner and the pay button will be there underneath.
The recipient sees the buyer's name on the packing slip.
The packing slip shows the buyer's name and shipping address along with the items, so unless you ask otherwise, the recipient will know the gift came from you. We treat sender identity as private — if the recipient asks who sent an unmarked gift, we share the buyer's name only with the buyer's permission.
If you'd like the gift to come from a specific name (different from the credit card holder, or a "From: the Smith Family" line), tell us with your HATC- order number and we'll adjust the packing slip on non-perishable orders before it ships.
If the recipient has an issue, we route through you.
The buyer is the customer of record. If the recipient has a problem — damaged box, missing item, wrong heat level — they're welcome to reach out, and we'll document what arrived. But refunds, replacements, and returns process through the original buyer's account, not the recipient's. For damage or spoilage on perishable gifts, photos must be taken within 4 hours of delivery; for non-perishable issues, see our returns and refunds page.
Refunds on gift orders go back to the buyer's original card.
If you've been issued a refund and haven't received it yet, give it 3–5 business days on our end and another 3–10 at your bank to post. Refunds always go back to the original payment method, so if you paid with a Visa ending in 4321, that's where the money lands. We can't switch the destination card except in unusual cases (e.g., the original card is closed), and we'll work that out one-on-one if it comes up.
If the amount looks incorrect, or you canceled the order and the money hasn't shown up on time, contact us with the HATC- order number and we'll pull the transaction history and tell you exactly what was sent back, when, and to which card. For deeper detail on refund policy, see our returns and refunds page.
Reach us early to make sure the note gets in.
Call 575-267-2067 (9 am–5 pm Mountain, Mon–Fri) or use the contact form. Send the request well before the ship day — once the box is packed, we can't add a note. Have your HATC- order number ready.
Frequently asked questions
Please do not include pricing or receipts in the gift package.
You don't need to do anything — every packing slip omits prices by default. Your itemized receipt goes only to the email on the order.
Can you add a gift message or note to my order?
Yes for non-perishable orders (jars, powders, ristras, dried pods, nuts). For frozen orders we can't include a printed note — the dry-ice packaging doesn't have a safe spot for printed paper. Reach us before the ship day with your HATC- order number and the exact message.
My credit card is not being accepted during checkout. What do I do?
Try a different browser or remove anything in the cart and re-add it — most card declines on our site come from a stale checkout session, an expired card, or a billing-address mismatch. If it still won't go through, call us at 575-267-2067 (9 am–5 pm Mountain, Mon–Fri) and we can place the gift order by phone.
I couldn't find a gift option at checkout. How do I mark my order as a gift?
There isn't a separate gift toggle because every order ships gift-friendly: no prices on the packing slip. If you'd like a note added, contact us with your HATC- order number after placing the order.
My shipping address is not accepted during checkout.
Our checkout validates the address you enter against carrier records, so a missing apartment number or a recently-built address can get rejected. Try the address without abbreviations, or contact us with the recipient's full address and your HATC- order number (if you got that far) and we'll place it for you.
I received a gift without a note. Who sent it?
Reach out with the HATC- order number from the packing slip if you have it, or your address. We can confirm the buyer's name only with their permission, so we may need to contact them first.
I canceled my order but haven't received a refund. When will it show on my credit card?
Refunds take 3–5 business days on our end and another 3–10 business days at your bank to post. If it's been longer and the refund isn't showing on your statement, send us your HATC- order number and we'll confirm the refund went out and dig into the timing on our end. (Full refund detail on our returns and refunds page.)
Will the recipient see the cost?
No. The packing slip lists items and quantities only — no prices, taxes, or totals. Your full receipt is emailed only to the buyer.
Checkout is stuck on "processing." Did my gift order go through?
Don't refresh or click pay again — that's how duplicate charges happen. Wait two minutes, then check your email for an order confirmation. If nothing arrives, contact us with the recipient's name and we'll look up whether the order landed on our end.
Can you refund to a different card or method than the one I paid with?
We refund to the original payment method by default — that's how most card networks and processors are set up. If the original card is closed, reach out and we'll work out an alternative on a case-by-case basis.
The website is not working correctly — I can't add items or find the checkout button.
Most site issues clear up by closing the chat box (the "X" in the corner), refreshing once, or trying a different browser. If you still can't add items, select a quantity, or remove items from your cart, call 575-267-2067 and we'll take the gift order over the phone.
The refund amount looks incorrect. Can you check it?
Yes — send your HATC- order number and the amount you expected, and we'll walk through the math (item refund, shipping, any partial-return adjustments) so you can see where each piece landed.