Fresh and frozen chile is a perishable crop moving across the country
in a cardboard box, and once in a while a shipment shows up in worse
shape than it left. Here is how we handle it.
Chile that arrived rotten or moldy. If you open the
box and the pods are slimy, smell off, or show any visible mold, set
them aside and email us a photo at
orders@hatch-green-chile.com
the same day. This usually means the box sat too long in a hot truck
or on a porch — not something you did wrong. We'll replace the
affected portion or refund it. We'd rather hear about it the day it
arrives than have you push through a bad bag.
A frozen order that thawed in transit. Our roasted
frozen chile ships with dry ice and is built to arrive cold. If your
bags are still firm and cold to the touch, you're fine — refreeze or
use within a few days. If the chile is fully thawed and warm, or the
box was sitting outside, don't refreeze it; send us a photo of the
box and the bags and we'll send a replacement. Dry ice doesn't always
survive a delayed delivery, and that risk lives with us, not with
you. (See our
spoiled or thawed perishable page
for the full process.)
Jars that didn't hold their seal. Every jar of our
sauce, salsa, and chopped chile leaves the line vacuum-sealed, with
the safety button on the lid pulled down tight. If you take a jar
out of the box and the button is already popped up, the seal failed
in transit and the contents are not safe to eat — toss it and email
us. An intact, sealed jar that's a few months past its printed date
is almost always still good; a jar with a raised button on day one is
not.
Dates on the label. Our jarred products carry a
"best by" date roughly two years out from production, stamped on the
lid. Frozen roasted chile is dated on the bag and is best within a
year of harvest, though it stays safe and tasty well past that as
long as it stayed frozen. If a product showed up at your door already
past its date, that is our error to fix — write us and we'll ship a
fresh one.
The short version: if anything looks, smells, or feels wrong when
the box opens, take one photo and email us. Six generations of our
family have farmed this valley, and we know what good chile is
supposed to look like coming out of a freezer or off a shelf. We
don't argue about replacements.
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