We guarantee all Fresh chile orders which are shipped using 2-Day Air. While we don’t guarantee shipments of fresh which go out Ground, we don’t offer Ground for fresh chile if the time in transit is more than 3-Days. Ground is acceptable the vast majority of the time. We cannot offer the same guarantee due to FedEx’s policies for perishable shipments sent Ground. In order to choose between 2-Day Air and ground, we recommend you weigh the difference in shipping cost against the value you received from our free-reship guarantee. Our ultimate goal is to get you your chile in good shape at an affordable price so that you come back to order from us for years to come!

In order to qualify for our guarantee, you must IMMEDIATELY take pictures of the box on arrival as well as the quality of the chile. Pictures must be received within 24 hours of the delivery. We require these pictures in order to substantiate claims with FedEx for mishandling and-or late-delivery.

We pack your fresh chile in a standard produce case which is vented to ensure adequate airflow for the chile while it is in transit. We strongly recommend that you opt for 2-Day delivery on all orders for fresh green chile. As stated above, while we offer ground to all addresses in which the expected time-in-transit is 3 days or less, ground services are not guaranteed. You take responsibility for any spoilage in your fresh chile order if you opt for ground shipping.

Fresh Chile is only shipped out on Tuesdays during the season (mid July to early October). Due to rain delays we may ship some fresh orders on Mondays or Wednesdays. 5lb boxes may be shipped via USPS or FedEx. 10lb and 25lb boxes will be shipped via FedEx only.

Our Ristras & Wreaths are handmade to order and shipped Tuesday through Friday each week. They are shipped in 100% recyclable packaging via FedEx. We cannot ship to PO Boxes. Shipping is free to the lower 48 states! We do not guarantee a rapid turn-around time on ristras and wreaths, so please call or email us if you need expedited shipping. For more information on expedited shipping, please see the fine print section below.

All Hatch Chile Swag is custom made to order. Please allow 5-10 business days for your order to be made. Shipping is a flat rate of $2.99 and orders are shipped via USPS or FedEx. We do not guarantee a rapid turn-around time on swag, so please call or email us if you need expedited shipping. For more information on expedited shipping, please see the fine print section below.

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.

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!