Where is my order?

If you have your HATC- order number or the email you used at checkout, we can locate your order, confirm whether it has shipped, and pull up the live tracking link.

Most orders ship on a fixed weekly schedule by product type, and a confirmation email with a tracking link goes out the moment the carrier picks up your box.

Your tracking email is the fastest way to see your order's status.

When your order ships, we send a confirmation email with a live tracking link to UPS, FedEx, or USPS. Click that link for real-time carrier scans — pickup, transit hubs, out-for-delivery, and final delivery. If you don't see the email, check your spam or promotions folder and search for "hatch-green-chile" or your HATC- order number. The carrier's tracking page is the source of truth; the Shop app is sometimes out of sync, so when in doubt, trust the carrier. If you can't find any confirmation, the email on the order may have a typo — reach out and we'll resend it.

Each product type ships on its own day of the week.

Your ship date depends on what's in the order, not when the order was placed. Here's our weekly schedule:

• Fresh Hatch chile: Usually Wednesdays during the green season (typically mid July to mid October); fresh red ships later, and the final week of a season can ship on a different day.
• Frozen roasted chile: Tuesdays and Wednesdays, year-round.
• Jars, nuts, powders, and dried pods: Monday through Friday.
• Ristras, wreaths, and crosses: Tuesdays and Thursdays.
• Chile roasters: built to order (the build takes 2–4 weeks), then shipped Monday through Friday once the build is done.

Mixed orders ship each item on its own schedule, so you may see two or three separate shipments arriving on different days — that's normal, not an error. Frozen orders ship from our distribution centers in New Jersey and California; jars and dry goods ship from New Mexico. For the full canonical schedule and cutoff times, see our shipping policy page.

Most "delays" are the next scheduled ship day.

If your order hasn't arrived yet and you're not sure why, the most common reason is the ship-day schedule above. An order placed on Thursday for frozen chile won't move until the following Tuesday or Wednesday, depending on distance, which can feel like a delay but is the normal cycle. Once the carrier picks up your box, frozen Economy transit is usually 1–3 business days (pantry and dry goods on Ground take 2–7). If the order is past its ship day with no shipping label, or has a label but still no carrier scan 5 business days after the label was created, that's when to reach out — we'll check on it. Full ship-day details live on our shipping page.

A "label created" status means your box has shipped and can no longer be changed; the carrier's first scan can take a few days to appear.

If tracking shows "label created" or "shipping label created" but the package hasn't moved, the carrier just hasn't logged its first scan yet, which can take a few days. Carriers sometimes generate the label a day or two before the scheduled handoff. Once it scans into the carrier's network, the tracking page will fill in. This is normal. If there's still no carrier scan 5 business days after the label was created, contact us and we'll check on it with the carrier.

Tracking says delivered but the package isn't there.

First, check with neighbors, your front desk or mailroom, parcel lockers, the side of your house, behind plants, or any safe-drop spot the carrier might have used. UPS and FedEx occasionally mark a delivery up to 24 hours before the box actually arrives. For jars and dry goods, wait one full day before assuming it's lost; for fresh or frozen, contact us right away. If 24 hours pass with no package, contact us with your HATC- order number and we'll work with the carrier on a claim.

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. 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.

We're here when something looks wrong.

If anything about your order seems off, reach us at 575-267-2067 (8 am–5 pm Mountain, Mon–Fri) or use the contact form. Have your HATC- order number ready and we'll get you sorted. We respond to most messages within one business day.

If you entered the wrong email at checkout, or you need us to update the email or phone number on your order so we can resend the confirmation or reach you with shipping questions, send us the HATC- order number and the corrected info through the contact form and we'll update our records. For changing the shipping address itself, see our change shipping address page.

Frequently asked questions

Where is my order?

Use the tracking link in your shipping confirmation email — that's the fastest way. If you don't have the email, contact us with your HATC- order number and we'll pull up the latest carrier status.

What is the status of my order?

Each product type ships on its own day of the week (fresh on Wednesdays, frozen on Tue/Wed, dry goods Mon–Fri). Once shipped, the tracking link in your email shows live carrier updates.

My package shows delivered but I didn't receive it.

Check with neighbors, your mailroom, and any safe-drop spots first. Carriers sometimes mark "delivered" up to a day early. For jars and dry goods, if 24 hours pass with no package, contact us at 575-267-2067; for fresh or frozen, contact us right away.

Why hasn't my order shipped yet?

Your order is likely waiting for the next scheduled ship day for that product type. Frozen orders placed after the Wednesday cutoff ship the next Tuesday (addresses 3 days out) or the next Wednesday (addresses 1–2 days out, and all Overnight orders). Fresh chile ships only on Wednesdays during the season.

I never got an order confirmation email.

Check your spam or promotions folder. If it's not there, contact us — there may be a typo on the email address attached to your order.

Why is my order delayed?

Most "delays" are actually the next ship day for that product type — fresh chile only ships Wednesdays during the season, and frozen ships Tuesday and Wednesday. If your order is past its scheduled ship day with no tracking movement, contact us at 575-267-2067 (8 am–5 pm Mountain, Mon–Fri) with your HATC- order number and we'll check on it. For more on ship-day timing, see our shipping page.

My order hasn't arrived yet.

Pull up the tracking link in your shipping confirmation email for the latest carrier scan. If the package was marked delivered but you haven't received it and it's fresh or frozen, contact us right away; for other orders, wait 24 hours — UPS and FedEx sometimes scan early — then contact us at 575-267-2067 with your HATC- order number. If items are still missing after the rest of the order arrived, see our missing items page.

I haven't received any tracking information.

We email tracking when your shipping label is created; the carrier may not show a scan for a few days after that. If there's still no scan 5 business days after the label was created, contact us and we'll check on it (chile roasters are the exception: their label is created when the build starts, so no scan for a while is normal). If it has shipped, check your spam or promotions folder and search "hatch-green-chile." If you still can't find it, the email on your order may have a typo — reach out and we'll resend it.

How do I update the email on my order?

Send us the HATC- order number and the new email and we'll update the order and resend the confirmation. If you're changing the email going forward (not just for one order), let us know that too.

How do I change the phone number on my order?

Reach us at 575-267-2067 or through our contact form with your HATC- order number and the new phone number, and we'll update our records on the order.