{"product_id":"shipping-protection","title":"Shipping Protection","description":"\u003c!-- Bucket C: theme-section-driven page; this body_html will render in addition to existing theme sections --\u003e\n\u003cp\u003eShipping protection is an optional add-on at checkout that covers your order if something goes wrong in transit. Below is what it covers, when it's worth adding, and what to do if a delivery shows up damaged, lost, stolen, or thawed.\u003c\/p\u003e\n\n\u003ch2\u003eShipping protection covers loss, damage, theft, and thawed frozen orders\u003c\/h2\u003e\n\u003cp\u003eShipping protection covers loss, damage, theft, and thawed frozen orders. If your box arrives crushed, never shows up, gets stolen off the porch, or — for our frozen roasted chile, rellenos, tamales, and stew — arrives warm because the dry ice didn't last, we'll replace the order or refund you. One email with your order number and a photo or two and we take it from there. Full claim policy on our \u003ca href=\"\/pages\/shipping-protection-policies\"\u003eshipping protection policies page\u003c\/a\u003e.\u003c\/p\u003e\n\n\u003ch2\u003eWhen shipping protection is worth it\u003c\/h2\u003e\n\u003cp\u003eMost of our customers add protection to frozen orders and bulk boxes — a 25-pound box of fresh or roasted chile, a case of jarred sauce, or a \u003ca href=\"\/collections\/mix-match-save\"\u003eMix \u0026amp; Match Save\u003c\/a\u003e bundle of frozen tamales and rellenos. Bigger orders are heavier, travel longer, and cost more to replace, so the few dollars at checkout is usually worth it. For a single jar or a small ristra, it's a personal call — protection is always optional.\u003c\/p\u003e\n\n\u003ch2\u003eIf something goes wrong, here's what to do\u003c\/h2\u003e\n\u003cp\u003eIf your covered shipment was damaged, lost, stolen, or thawed, \u003ca href=\"\/pages\/contact-us\"\u003econtact us\u003c\/a\u003e with your order number and a couple of photos of the box and what's inside. If you'd rather talk to someone, call 575-267-2067 (9 am–5 pm Mountain, Mon–Fri) — we can pull up the order and start a replacement on the spot. We handle the claim with the carrier ourselves so you don't have to.\u003c\/p\u003e\n\n\u003ch2\u003eFrequently asked questions\u003c\/h2\u003e\n\n\u003cdetails\u003e\n  \u003csummary\u003eHow much does shipping protection cost?\u003c\/summary\u003e\n  \u003cp\u003eIt's a small percentage of your order total, calculated at checkout — usually a few dollars on a typical order. The exact amount shows up as its own line before you pay, so there are no surprises.\u003c\/p\u003e\n\u003c\/details\u003e\n\n\u003cdetails\u003e\n  \u003csummary\u003eWhat does shipping protection cover?\u003c\/summary\u003e\n  \u003cp\u003eWe cover packages that arrive damaged, get lost in transit, are stolen from your porch, or — for frozen orders — show up warm or thawed. If any of those happen, we'll replace the order or refund you. Full policy detail on our \u003ca href=\"\/pages\/shipping-protection-policies\"\u003eshipping protection policies page\u003c\/a\u003e.\u003c\/p\u003e\n\u003c\/details\u003e\n\n\u003cdetails\u003e\n  \u003csummary\u003eDo I need shipping protection on a bulk or case order?\u003c\/summary\u003e\n  \u003cp\u003eIt's optional, but most customers add it to bulk orders because the box is bigger, heavier, and more expensive to replace if it gets lost or damaged. For a 25-pound box of frozen chile or a case of jarred sauce, the few extra dollars buys peace of mind.\u003c\/p\u003e\n\u003c\/details\u003e\n\n\u003cdetails\u003e\n  \u003csummary\u003eHow do I file a claim if my box arrived damaged or my chile thawed in transit?\u003c\/summary\u003e\n  \u003cp\u003eEmail us with your order number and a couple of photos of the box and contents. We'll handle the claim on our end and get a replacement out — you don't have to deal with the carrier yourself. For damaged-on-arrival cases, the \u003ca href=\"\/pages\/order-arrived-damaged\"\u003eorder arrived damaged page\u003c\/a\u003e has the photo requirements; for thawed perishables, see our \u003ca href=\"\/pages\/spoiled-or-thawed-perishable\"\u003espoiled or thawed perishable page\u003c\/a\u003e.\u003c\/p\u003e\n\u003c\/details\u003e\n","brand":"Hatch Chile 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