I received the wrong item

Tell us your order number, what you ordered, and what arrived. If we packed the wrong item, we'll ship the correct one at no charge.

You don't need to send the wrong item back — keep it, share it, or compost it.

Tell us what arrived

Tell us your HATC- order number, what you ordered, and what actually arrived. Please send photos of the items that arrived and of the shipping label on the box: the label tells us whether it was a packing mistake on our end or a box meant for another customer, and it helps us coach the packing crew so the same slip doesn't happen twice. We start the fix once we have your photos.

Call or text 575-267-2067, email support@hatch-green-chile.com, or use our contact form. Any route works — pick whichever is easier.

We reship the correct items at no cost

Once we've checked your order and confirmed the mix-up, the correct items go out on the next available ship day for that product type:

• Frozen chile and frozen New Mexican foods: Tuesdays and Wednesdays year-round.
• Jars, sauces, salsas, powders, pods, and nuts: Monday through Friday.
• Fresh chile (in season): Wednesdays only, mid-July through mid-October.
• Ristras, wreaths, and crosses: Tuesdays and Thursdays.

You'll get a tracking email when the replacement ships. The tracking email will reference both your original order number and the replacement, so the two are easy to keep straight.

You can keep what we sent by mistake

We don't ask customers to ship food back to us. If you received the wrong heat level, the wrong size, the wrong product entirely, or even an extra item you didn't order, it's yours — gift it to a neighbor, cook it up, or toss it. Reshipping food twice doesn't make sense for anyone, and asking you to box up groceries and stand in line at a UPS counter isn't the right kind of customer service. If you received a completely different order — someone else's box, addressed to you by mistake — that's the same fix: tell us what arrived, keep it, and we'll ship your real order on the next available ship day.

A note on heat-level surprises

Not every "wrong heat" is actually a mispick. Hatch chile heat varies year to year — hot, dry summers in the Hatch Valley produce hotter chile, while cool, wet seasons can leave even Hot or X-Hot pods on the milder side. If the box was correctly labeled but the heat felt off, that's nature, not a packing error. Tell us anyway and we'll talk through what to expect from the current crop. If the label clearly doesn't match the contents — for example, a Hot bag inside a box labeled Mild — that's a mispick and we reship.

When to reach out

Call 575-267-2067 (8 am–5 pm Mountain, Monday–Friday) or use our contact form. Have your HATC- order number handy, and we'll arrange the replacement. If you ordered from another company by mistake, we're not the same as Fresh Chile Co. or Ol' Gringo Chile Co. — see our not affiliated page for the disambiguation.

Frequently asked questions

I received the wrong items — can I get the right ones?

Yes. Contact us at 575-267-2067, support@hatch-green-chile.com, or our contact form with your HATC- order number and what arrived. If we packed the wrong items, we'll reship the correct ones at no cost. Please include photos of what arrived. Keep the wrong items — no return needed.

I ordered hot but got mild (or mild but got hot).

If the bag inside doesn't match the label on the box, that's a mispick — tell us and we'll reship. If both labels match but the heat felt different, that's natural seasonal variation, since wet years produce milder chile and dry years produce hotter chile from the same variety.

I received a different product than I ordered.

Tell us what you received at 575-267-2067, support@hatch-green-chile.com, or our contact form, and we'll ship the correct product on the next available ship day. You can keep what arrived.

I got salsa instead of green chile.

That's a packing-line mix-up — we'll reship the green chile at no cost. Tell us your order number, and the correct items go out on the next frozen ship day (Tuesday or Wednesday).

I received extra items I didn't order — what should I do?

They're yours to keep. We don't ask for returns on food, even when we accidentally send extras. If you'd like to flag it so we can correct our packing records, tell us your order number and what arrived, but there's no charge or return action needed.

I received a completely different order — like, someone else's box.

That's almost always a label mix-up at the warehouse. Tell us your HATC- order number and what arrived (with a photo of the box label), and we'll ship your correct order on the next available ship day. Keep what arrived — no return needed. If you also seem to be missing your own order, see our missing items page.

I received the wrong items on a reshipment — what now?

We're sorry. Tell us what arrived in the second box and we'll get the right order out on the next ship day, this time with a manual check by our packing lead before it leaves. No charge, no return.

I ordered mild but the bag inside was hot (or the other way around).

If the bag inside doesn't match what's printed on the box, that's a mispick and we'll reship the correct heat at no cost. (For why heat varies year to year on the same variety, see our heat-level guide.)