Shipping Information – Our Process and Guarantee!

OUR GUARANTEE

FRESH – We guarantee all Fresh chile orders which are shipped using 2-Day Air. While we don’t guarantee shipments of fresh which go out Ground, we don’t offer Ground for fresh chile if the time in transit is more than 3-Days. Ground is acceptable the vast majority of the time. We cannot offer the same guarantee due to FedEx’s policies for perishable shipments sent Ground. In order to choose between 2-Day Air and ground, we recommend you weigh the difference in shipping cost against the value you received from our free-reship guarantee. Our ultimate goal is to get you your chile in good shape at an affordable price so that you come back to order from us for years to come!

Why should you opt for 2-Day Air on your fresh chile shipment?

ROASTED – For our roasted (frozen) chile products, we guarantee ALL shipping methods.

In order to qualify for our guarantee, you must IMMEDIATELY take pictures of the box on arrival as well as the quality of the chile. Pictures must be received within 24 hours of the delivery of a box of fresh or frozen chile. We require these pictures in order to substantiate claims with FedEx for mishandling and-or late-delivery.

SHIPPING PRACTICES

We ship in-stock products Monday through Wednesday using UPS and the United States Postal Service. Fresh Chile is only shipped out on Tuesdays during the season (mid July to early October). Perishables can’t be in transit over the weekend so we are not able to deliver orders for Roasted or Fresh chile Sundays, Mondays or UPS/USPS holidays.

HOW DO WE DO IT?

Flame Roasted – We pack your chile in an insulated shipping box with enough dry ice to keep the contents frozen well into the evening of the delivery date. It is best to open the package immediately upon arrival and to put your chile in the freezer. Use gloves when handling any remaining dry ice. Please note that we use distribution centers all over the US for our frozen products. This allows us to drastically reduce the cost of shipping our products to you, and allows us to get them from our freezer to yours faster. It’s a win-win!

Fresh – We pack your fresh chile in a standard produce case which is vented to ensure adequate airflow for the chile while it is in transit. We strongly recommend that you opt for 2-Day delivery on all orders for fresh green chile. As stated above, while we offer ground to all addresses in which the expected time-in-transit is 3 days or less, ground services are not guaranteed. You take responsibility for any spoilage in your fresh chile order if you opt for ground shipping.

Everything Else – We ship our non-perishable products Monday through Friday with most orders going out within 24 hours of being received. We do not guarantee a rapid turn-around time on non-perishables though so please call us if you need expedited shipping on our sauces, salsas, or chile powders.

NO SIGNATURE REQUIRED

Our carriers (UPS/USPS/FedEx) are authorized to leave all packages at the destination without signature. This insures that your chile will not spoil due to multiple delivery attempts. If your package is a gift please check that the recipient will be in town on the day it will arrive. We are not responsible for boxes which are delivered when the recipient is out-of town or unaware that a box must be opened and placed in the fridge or freezer.

TRACKING

When the shipping label is created you will receive an email with your tracking number and the date that your order is scheduled to ship.

REQUESTED DELIVERY WEEKS

It is possible to request a delivery week by calling in your order. We do our best to honor special requests made during checkout, but do not guarantee that requested delivery dates or other special requests will be carried out. If you have a special request for your order please, please, please call us and ask. We’ll do our best to do what we can for you!

IN A RUSH? UPGRADE!

Flame Roasted – All expedited orders for roasted chile received by 6 AM MST Monday through Wednesday will be processed same day. We sometimes ship on Thursdays and Fridays subject to availability of dry ice and expected delivery dates prior to the weekend. Most orders received after Wednesday morning will not go out till the following Monday. We encourage you to read our shipping policies and call us if you have questions.

FINE PRINT

The Hatch Chile Store cannot be responsible for damage or loss of gifts due to unavailable recipient or incorrect address information, or theft. We are not able to change the address or cancel an order once the package has shipped and still expect it to arrive on-time. Please ensure your recipient will be in town the week we are shipping your order to them.

FREE SHIPPING

We offer free shipping on certain products. Your package will arrive in 5 – 10 business days (or less) from the day we receive your order (obviously not the case if you’re placing a pre-order though). Orders for perishables placed after certain cut-off days and times will not be shipped till the following week. This is because if we ship late in the week to some locations, your order will sit somewhere over the weekend and spoil. No-one wants that!

GROUND SHIPPING

We offer ground shipping on many of our products. While we do not recommend it for Fresh chile as there is no way to file claims for spoiled product if the box is delivered late, it is perfectly acceptable for our flame roasted, frozen chile as well as our other products. Ground orders are typically delivered in 1-3 days from the time they leave one of our facilities.

GUARANTEED SHIPPING (1-DAY, 2-DAY, 3-DAY)

We offer guaranteed shipping services on all of our products. Please keep in mind, these services are guaranteed by the carrier to arrive in the specified number of business days from the day we ship your order, not from the day you place it. Ordering 1-Day service after our cutoff for shipping a given product will result in the product being shipped out on the next regular shipping day for that product. The order will be delivered 1 business day thereafter. For example, if you order roasted chile on a Wednesday afternoon, it will likely be shipped the following Monday and delivered the following Tuesday.

ADDRESS REQUIREMENTS

To guarantee delivery we must have the complete and correct address. We are not able to deliver to PO Boxes, A.P.O or F.P.O addresses due the highly perishable nature of many of our products.

CUSTOMER SERVICE

We are here to help you. Please call with any questions during business hours of 10:00 AM until 4:00 PM and if no one answers please leave a message as we are likely helping another person or packing and shipping. Our customer service number is: 575-635-4680 and we really will call you back quickly if you leave a message. We promise!