My order is missing items
If something seems missing from your delivery, the first step is to check the packing slip and your tracking emails.
Most of our orders ship in multiple boxes from different distribution centers, so the rest of your order is probably still on the way. Once you've confirmed an item is truly missing, we'll get a replacement out to you.
Mixed-product orders ship in separate boxes from separate locations
Frozen ships from our distribution center in New Jersey or California; fresh chile, jars, powders, pods and ristras ship from New Mexico; apparel ships separately from a different location. Each ships on its own schedule. That means a single order can travel in two or three packages that arrive on different days:
- Frozen chile and frozen New Mexican foods ship from our New Jersey distribution center (Eastern US) or our California center (Western US), Tuesdays and Wednesdays year-round.
- Jars, sauces, salsas, powders, pods, and nuts ship from our New Mexico facility, Monday through Friday.
- Ristras, wreaths, and crosses ship from New Mexico, Tuesdays and Thursdays only.
- Fresh chile (in season) ships from New Mexico on Wednesdays only, mid-July through mid-October.
If your order combined frozen chile with jarred sauce, those are two separate shipments with their own tracking numbers, and the boxes may arrive on different days. See our shipping page for the full schedule.
The packing slip tells you what's in this box
Inside every shipment is a packing slip listing exactly what shipped in that package. If an item from your full order isn't on the slip, it's almost always on a separate shipment, not lost. Compare the slip against what came out of the box first — that resolves most "missing items" reports right there.
Check your tracking emails before reaching out
You'll have a separate tracking email for each shipment. Check your inbox and spam folder for any HATC- shipping confirmations you may have missed. Click the carrier's tracking link directly — UPS, FedEx, or USPS — rather than relying on the Shop app, which is often incomplete.
What to send us once you've confirmed an item is truly missing
If the packing slip lists an item that wasn't in the box, or if every tracking number for your order shows delivered and something is still missing, get in touch with:
- Your HATC- order number.
- The exact item(s) and quantities missing.
- A photo of the box exterior and the contents, if you have one — especially if the box arrived open or damaged.
A real person on our team verifies against your order and arranges a reshipment or refund at no charge, whichever you prefer. If the box arrived damaged, the photos let us file a carrier claim alongside the reshipment. See our shipping protection policy for coverage details.
When to reach out
Call or text 575-267-2067 (8 am–5 pm Mountain, Monday–Friday), email support@hatch-green-chile.com, or use our contact form. Have your HATC- order number ready and we'll sort it out together.
Frequently asked questions
I only received part of my order — where is the rest?
Most likely it's on a second shipment. Mixed orders ship each product type on its own schedule from different distribution centers — frozen from NJ or CA, dry goods from NM. Check your email for separate tracking numbers, and check the packing slip in the box you received against your full order.
Missing items in my delivered order — what do I do?
First, check the packing slip — items not on the slip are almost always on a separate shipment, not lost. If something on the slip isn't in the box, send us the order number and the missing item list via 575-267-2067, support@hatch-green-chile.com, or our contact form, and we'll arrange a reshipment.
Tracking says delivered but I haven't received it.
Check with neighbors and around the property first, since carriers sometimes leave packages at side doors or with an apartment manager. For fresh or frozen, contact us right away; for other orders, if 24 hours pass and the box hasn't turned up, contact us with the order number. A package the carrier confirms lost in transit is replaced whether or not you added Shipping Protection; Shipping Protection adds cover for a package marked delivered but not received, including confirmed porch theft, after basic checks for misdelivery. If the tracking detail page shows the package was delivered to the wrong address, let us know the order number right away and we'll open a case with the carrier; if the carrier confirms it misdelivered the package and it can't be recovered, we'll reship it, whether or not you added Shipping Protection.
My order was delivered to the wrong address — what now?
If the carrier scanned it delivered to an address that isn't yours, send us your HATC- order number and we'll work with UPS, FedEx, or USPS to locate the package. If the carrier confirms it was misdelivered and it can't be recovered, we'll arrange a reshipment, whether or not you added Shipping Protection. Don't wait — the sooner we file, the better the outcome.
Why is my order delayed, or why does it say on hold?
If tracking shows no movement for 2 full days past your expected transit window (30 hours for fresh or frozen — or right away if you're worried about spoilage), send us your order number at 575-267-2067 or here in chat and we'll check on it. For more on ship-day timing — fresh chile ships Wednesdays in season, frozen ships Tuesday and Wednesday — see our where-is-my-order page.
I'm missing the green chile (or red chile) from my order.
Frozen chile ships separately from dry goods and on different days (Tuesdays and Wednesdays for frozen versus Monday through Friday for jars, powders, and pods). If it's frozen chile, check your inbox for a second tracking number — it's likely still en route on its own schedule. Fresh chile ships separately on its own fresh schedule; fresh red is a later crop than green and ships when the red harvest is ready.
I didn't receive the tamales I ordered.
Tamales and other frozen items ship from our New Jersey or California distribution center on Tuesday and Wednesday, almost always in a separate box from any jars, powders, or pods in the same order. Check for a second tracking number first; if everything shows delivered and the tamales are still missing, contact us right away with the order number and we'll check the delivery scan.
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