Shipping & delivery

How your order ships

Every order ships one of three ways. Each shipment type runs on its own schedule, built around a single question: what does it take to arrive perfect?

Ship days this week

  1. Mon
  2. Tue
  3. Wed
  4. Thu
  5. Fri
  6. Sat
  7. Sun

Frozen and fresh never ship Thursday or Friday: a box that would sit in a depot over the weekend simply doesn't ship. All cutoff times are U.S. Mountain Time (MT).

Frozen roasted chile

Year-round · cold-storage partners in NJ & CA · UPS

The dry ice is sized to your transit time. That one number sets the ship day, the speeds we offer, and the guarantee behind them.

  1. Order

    Anytime. Your ZIP sets the plan: 3-day zones ship Tuesday, 1 and 2 day zones ship Wednesday, and some areas are Overnight only. Cutoff is 2 AM MT on the ship day.

  2. Pack

    Loaded into an insulated box with dry ice measured for your exact transit. Enough to arrive frozen, none wasted.

  3. Ship

    Tuesday and Wednesday only, so the box never waits out a weekend in a depot.

    When will mine ship?

    Enter your ZIP for this week's ship and arrival dates.

  4. Transit

    Economy runs 1 to 3 days by zone; Overnight lands the next business day. Quiet tracking for a stretch is normal. 30 hours past the window with zero movement is when to reach out.

  5. Doorstep

    Frozen items arrive cold or we reship the affected items free. Cold and firm counts as frozen. If it shows up warm, send us photos of the box and the affected items within 4 hours of the carrier's delivery scan.

50 US states only · no PO Boxes · AK & HI are Overnight only · Economy in most of the lower 48

Fresh green chile

Typically late July into October, weather dependent · from our farm in the Hatch Valley, NM · UPS

Speed is the refrigeration. Fresh chile travels at room temperature in a vented box, so it ships one day a week and moves fast.

Fresh green chile is done for this year. It ships again next season.

The same harvest, flame-roasted, partially peeled and frozen, ships Tue & Wed: roasted Hatch green chile.

  1. Order

    The usual cutoff is Friday at 4:00 PM MT. Meeting it does not guarantee the following Wednesday, so plan around your confirmed ship-date email. Changes to an order already placed (address, substitutions) close Monday at 12:00 PM MT of the week it ships, or when the label prints.

  2. Pack

    Picked Wednesday morning, packed the same day in a vented produce case. It never sits.

  3. Ship

    Wednesdays during the season. Weather can shift it a day; if it does, we email you.

  4. Transit

    Overnight is the only speed we offer for fresh chile. A Wednesday shipment is expected Thursday; shipping speed starts when the box ships, not when you order.

  5. Doorstep

    Open the box the day it lands, spread the pods out, and get them cool. Fresh chile ships unrefrigerated and normally arrives at outdoor temperature. Report spoiled or damaged fresh chile within 4 hours of the carrier's delivery scan, with photos of the box and the affected items; see our satisfaction guarantee.

5, 10, and 25 lb boxes · about 25 to 45 pods in a 5 lb box · no PO Boxes · Fresh chile ships to Alaska and Hawaii by Overnight service. Available services and rates are shown at checkout.

Pantry & dry goods

Year-round · from our New Mexico warehouse · UPS, FedEx or USPS

Shelf-stable, so nothing races a clock. Salsas, sauces, dried chile and seasonings take the widest, fastest lane we have.

  1. Order

    Anytime. Most orders ship the same or next business day.

  2. Pack

    Standard packaging, sized to the box and the destination.

  3. Ship

    Monday through Friday. Small orders may ride USPS; bigger boxes go UPS or FedEx.

  4. Transit

    Ground runs 2 to 7 business days by destination. Two full days of silence past that window is when to reach out.

  5. Doorstep

    No signature needed. Carriers are authorized to leave it, so one attempt is all it takes.

Widest reach, some international · USPS-eligible items can ship to a PO Box, call first

One order, two boxes? That's on purpose.

Frozen ships from cold storage in New Jersey and California so it can reach your freezer faster. Fresh and pantry ship from us in New Mexico. Mix them in one order and they arrive as separate boxes, on different days, each with its own tracking number. Nothing is missing; the rest is on its own schedule.

  • NJ Cold storage, East
    Frozen
  • CA Cold storage, West
    Frozen
  • NM Hatch Valley, home
    Fresh & pantry

While it's on the truck

Tracking gone quiet?

Carriers don't scan a package at every stop, especially over a weekend. A short quiet stretch usually means it's moving, not lost. Label created but no carrier scan yet? The first scan can take a few days; if there's still none 5 business days after the label was created, reach out. (Chile roasters are the exception: their label is created when the build starts, so no scans yet is normal for a roaster.)

  • Fresh or frozen: reach out after 30 hours of zero movement past the expected window. Shorter than you'd expect, because the dry ice is sized to the transit time, not to transit plus a wait-and-see buffer.
  • Pantry & dry goods: reach out after 2 full days of zero movement past the window.

Worried about spoilage before that? Don't wait for the mark. Contact us right away and we'll look at options while it's still moving. If a carrier confirms a package is gone, we replace it. Period.

Frozen box arrived thawed?

Fresh chile ships unrefrigerated and normally arrives at outdoor temperature; warmth alone is not spoilage, but report spoiled or damaged fresh chile within 4 hours of the carrier's delivery scan, with photos of the box and the affected items. For ordinary transit damage, including frozen food that arrives cold but crushed or split, contact us within 24 hours, with photos of the box and the affected items, for a replacement or refund of the affected items, regardless of shipping speed or Shipping Protection.

Still cold and firm to the touch: it's fine. A partial thaw in transit doesn't affect safety or quality as long as it stayed cold. Use it or refreeze it. Cold but a package crushed or split? Send us photos within 24 hours of delivery and we reship the affected items.

At room temperature, soft and warm: don't eat it. Send us photos of the box and the affected items within 4 hours of the carrier's delivery scan and we reship the affected frozen items free, regardless of shipping speed or Shipping Protection. Please send photos of the box and affected items.

Contact support

Or call 575-267-2067 · email us

The fine print

Addresses & PO Boxes

We need a complete, correct address. Frozen, fresh, roasters and ristras can never deliver to a PO Box. Certain USPS-eligible dry goods can; call us first and we'll check your items. Once a shipping label prints, the address is locked, including labels printed outside 8 AM to 5 PM MT.

Order changes & gifts

Fresh chile: address changes and substitutions on an order already placed close Monday 12:00 PM MT of the week it ships, or when the label prints, whichever comes first; after that the order is locked. Frozen: changes and holds depend on warehouse status. Pantry, ristras and roasters: changes close when the label prints. New orders keep their own Friday 4:00 PM MT cutoff. For gifts, make sure your recipient is in town the week it ships: carriers leave packages without a signature to avoid spoilage from repeat attempts, and we can't be responsible for a box nobody knew to open.

Speeds & economy shipping

Shipping speed counts from the day the box ships, not the day you ordered. Frozen Economy is offered to most of the lower 48; some states, plus Alaska and Hawaii, are Overnight only. Your rate and options show at checkout. Jars and dry goods to Alaska and Hawaii don't have to go Overnight; 2-Day or 3-Day is usually cheaper than Ground there. Need a specific delivery week for a frozen or pantry order? Call us when you order and we'll do our best.

Ristras, wreaths & swag

Ristras and wreaths are handmade to order and ship Tuesdays and Thursdays; no PO Boxes. Ristras are made from November until we run out of dried chile. Swag is custom made: allow 5 to 10 business days, flat $2.99 shipping via USPS or UPS. Rapid turnaround isn't guaranteed; call for expedited options.

Returns

We accept returns of unopened, sealed shelf-stable food and unused non-food items within 30 days (45 days during November 1–January 15). The customer covers return shipping unless we made an error. Fresh, frozen, and prepared foods are non-returnable for a change of mind. If something's wrong with your order, our satisfaction guarantee applies. Contact us to set up a return.