My order arrived damaged — what do I do?

Report ordinary transit damage within 24 hours of delivery, including frozen food that arrives cold but crushed or split (within 4 hours of the carrier's delivery scan for fresh chile). We offer a replacement or refund of the affected items on every order, regardless of shipping speed or Shipping Protection.

Contact us with your order number, the affected items and quantities, and what happened. Tell us whether you prefer a replacement, refund, or credit. Use our contact form, email support@hatch-green-chile.com, or call 575-267-2067 (Monday–Friday, 8am–5pm Mountain Time).

Send photos, and contact us promptly

Please send photos of the box and the affected items as they arrived. We need them to file a damage, spoilage or warm-arrival claim.

We make the affected items right

One broken jar in a case means a remedy for that jar, not automatically the whole case. Tell us which items and how many were affected.

A compromised jar seal or broken glass means you should not eat the contents. A few loose pods on a ristra can be normal, but structural damage is a claim.

No return is needed for fresh or frozen food. Contact us before returning any other damaged item.

Fresh and frozen arrivals are different

For frozen items arriving warm or at room temperature, contact us within 4 hours of the carrier's delivery scan for a free reship of the affected items, regardless of shipping speed or Shipping Protection. Send photos of the box and the affected items, and tell us if you prefer a refund or credit. Do not eat or refreeze warm frozen food.

Fresh chile ships unrefrigerated and normally arrives at outdoor temperature. Warmth alone is not spoilage. If fresh chile arrives spoiled or damaged, tell us within 4 hours of the carrier's delivery scan and send photos.

A quality issue found later?

Report quality issues discovered after an otherwise sound delivery within 7 days after delivery. For a defect you find when you first open a sealed jar or bag (such as a cracked jar), the 7 days count from that first opening, as long as the product is within its shelf life. Taste and heat-level preference on a product that arrived as labeled aren't covered, because our chile varieties change so much from year to year and field to field. See our returns and refunds page.