STANDARD SHIPPING PROCEDURES
Our carriers (USPS/FedEx) are authorized to leave all packages at the destination without signature. This insures that your items will not spoil due to multiple delivery attempts. We are not responsible for boxes which are delivered when the recipient is out of town or unaware that a box must be opened and placed in the fridge or freezer.
TRACKING
When the shipping label is created you will receive an email with your tracking number and the date that your order is scheduled to ship. You will also receive an email once your package has been delivered. Note that USPS can deliver your package to your mailbox as well as your physical address.
GIFTS
The Hatch Chile Store cannot be responsible for damage or loss of gifts due to unavailable recipient or incorrect address information, or theft. We are not able to change the address or cancel an order once a shipping label has been printed. Please ensure your recipient will be in town the week we are shipping your order to them.
FREE SHIPPING
We offer free shipping on certain products to the lower 48 states. Your package will arrive in 5 – 10 business days (or less) from the day we receive your order (obviously not the case if you’re placing a pre-order though). Orders for perishables placed after certain cut-off days and times will not be shipped till the following week. This is because if we ship late in the week to some locations, your order will sit somewhere over the weekend and spoil. No-one wants that!
GROUND SHIPPING
We offer ground shipping on many of our products. While we do not recommend it for Fresh Hatch Chile as there is no way to file claims for spoiled product if the box is delivered late, it is perfectly acceptable for our other products. Ground orders are typically delivered 1-3 days from the time they leave one of our facilities.
GUARANTEED SHIPPING (1-DAY, 2-DAY, 3-DAY)
We offer guaranteed shipping services on all of our products. Please keep in mind, these services are guaranteed by the carrier to arrive in the specified number of business days from the day we ship your order, not from the day you place it. Ordering 1-Day service after our cutoff for shipping a given product will result in the product being shipped out on the next regular shipping day for that product. The order will be delivered 1 business day thereafter. For example, if you order roasted chile on a Wednesday afternoon, it will likely be shipped the following Monday and delivered the following Tuesday.
ADDRESS REQUIREMENTS
To guarantee delivery we must have the complete and correct address. We are NOT able to deliver to PO Boxes, A.P.O or F.P.O addresses due the highly perishable nature of many of our products. Once a shipping label has been printed for an order, we cannot change the shipping address. This includes shipping labels that are printed outside of business hours (9am MST - 5pm MST).
REQUESTS
It is possible to request a delivery week by calling in your order. We do our best to honor special requests made during checkout, but do not guarantee that requested delivery dates or other special requests can be carried out. If you have a special request for your order please, please, please call us and ask. We’ll do our best to do what we can for you!
RETURNS
We do accept returns for our ristras and wreaths. The customer will be responsible for the return shipping costs. Please contact us to set up a return.
CUSTOMER SERVICE
We are here to help you. Please call with any questions during business hours of 9:00 AM until 5:00 PM MST and if no one answers please leave a message as all representatives are busy helping other customers. We really will call you back quickly if you leave a message. We promise! Email any time of day and you will get a response within 24-48 business hours, normally within a few hours!
