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: Wednesdays only, during the season (mid-July through mid-October).
• 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: Monday through Friday.

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 Edison, NJ 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, which can feel like a delay but is the normal cycle. Once the carrier picks up your box, transit is usually 1–3 business days for ground service. If the order is past its ship day with no tracking scans, 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 is in queue, not lost.

If tracking shows "label created" or "shipping label created" but the package hasn't moved, your box is queued for pickup on the next ship day for that product type. 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 behavior — give it until the next ship day before worrying.

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, so wait one full day before assuming it's lost. If 24 hours pass with no package, contact us with your HATC- order number and we'll work with the carrier on a claim.

For perishable orders (fresh chile or frozen chile) that arrive damaged or thawed, take photos of the outside of the box and the product immediately and send them within 4 hours of delivery — that's the window for a claim. See shipping protection for what's covered.

We're here when something looks wrong.

If anything about your order seems off, reach us at 575-267-2067 (9 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. If 24 hours pass with no package, contact us at 575-267-2067.

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 Wednesday ship the following Tuesday. 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 (9 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, wait 24 hours — UPS and FedEx sometimes scan early. After that, 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.

Tracking goes out the moment the carrier picks up your box, so if your order hasn't shipped yet, there's nothing to send. 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.