Shipping Protection policy

Shipping Protection is our optional store add-on for packages lost, stolen, or damaged in transit. It is our own policy, not third-party insurance. We normally reship the affected order or items when a covered loss occurs.

Porch theft is covered

Purchased Shipping Protection covers confirmed porch theft after basic checks for misdelivery: check the delivery photo or location, nearby doors, household members, and carrier delivery details. A delivery scan alone does not establish theft.

Without Shipping Protection, confirmed theft after correct delivery generally does not qualify for a replacement. Contact us so we can check the circumstances. A package the carrier confirms it delivered to the wrong address is reshipped whether or not you added Shipping Protection.

You also have standard remedies without protection

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.

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.

How to start a claim

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.

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).