Fresh or frozen arrival concerns

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.

Frozen items still cold or icy

A partial thaw is different from a warm arrival. If frozen items are still icy, firm, and cold, they can be used or refrozen. If frozen items arrived cold but are crushed or split, send photos within 24 hours of delivery and we'll reship the affected items. If you are unsure about the condition, contact us before using them.

Frozen items arriving warm

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.

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.

Fresh chile: assess the produce, not its temperature

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.

If fresh chile has actual damage or signs of spoilage such as mold, sliminess, or an off smell, do not eat the affected produce, and contact us with photos within 4 hours of the carrier's delivery scan. If it arrived sound and mold shows up a day or two later, contact us with photos and a teammate will look at it with you.

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.

Only part of the order affected?

We resolve the affected items or portion. Tell us the product, quantity, and condition; a single 5-lb package is one package, not five items.

Quality concerns after a sound delivery

Report quality issues discovered after an otherwise sound delivery within 7 days after delivery. For a defect you find when you first open a sealed jar or bag (such as a cracked jar or a broken seal), the 7 days count from that first opening, as long as the product is within its shelf life. Taste and heat-level preference on a product that arrived as labeled aren't covered, because our chile varieties change so much from year to year and field to field.

Contact us with your order number, the affected items and quantities, and what happened. Tell us whether you prefer a replacement, refund, or credit. Chat with us, email support@hatch-green-chile.com, or call 575-267-2067 (Monday–Friday, 8am–5pm Mountain Time).