My order arrived damaged — what do I do?

Report ordinary transit damage within 24 hours of delivery. 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).

Photos help; contact us promptly

Photos of the box and affected items help document a claim, but contact us promptly even if you do not have photos. Photos are not required to start a damage or frozen 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 delivery for a free reship of the affected items, regardless of shipping speed or Shipping Protection. 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, and the frozen four-hour rule does not apply to fresh chile.

A quality issue found later?

Report quality issues discovered after an otherwise sound delivery within 7 days after delivery. See our returns and refunds page.