Fresh or frozen arrival concerns
Fresh chile ships unrefrigerated and normally arrives at outdoor temperature. Warmth alone is not spoilage, and the frozen four-hour rule does not apply to fresh chile.
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 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 delivery for a free reship of the affected items, regardless of shipping speed or Shipping Protection. Tell us if you prefer a refund or credit. Do not eat or refreeze warm frozen food.
Photos of the box and affected items help document a claim, but contact us promptly even if you do not have photos. Photos are not required to start a damage or frozen 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, and the frozen four-hour rule does not apply to fresh chile.
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 promptly.
Report ordinary transit damage within 24 hours of delivery. 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.
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).
Frequently asked questions
What if my order arrives damaged?
Report ordinary transit damage within 24 hours of delivery. We offer a replacement or refund of the affected items on every order, regardless of shipping speed or Shipping Protection. Photos of the box and affected items help document a claim, but contact us promptly even if you do not have photos. Photos are not required to start a damage or frozen warm-arrival claim.
What if frozen food arrives warm?
For frozen items arriving warm or at room temperature, contact us within 4 hours of delivery for a free reship of the affected items, regardless of shipping speed or Shipping Protection. Tell us if you prefer a refund or credit. Do not eat or refreeze warm frozen food.
Is warm fresh chile spoiled?
Fresh chile ships unrefrigerated and normally arrives at outdoor temperature. Warmth alone is not spoilage, and the frozen four-hour rule does not apply to fresh chile.
Does Shipping Protection cover porch theft?
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.