Shipping 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. Shipping protection covers loss, damage, theft, and thawed frozen orders Shipping 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 shipping protection policies page. When shipping protection is worth it Most 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 Mix & Match Save 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. If something goes wrong, here's what to do If your covered shipment was damaged, lost, stolen, or thawed, contact us 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. Frequently asked questions How much does shipping protection cost? It'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. What does shipping protection cover? We 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 shipping protection policies page. Do I need shipping protection on a bulk or case order? It'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. How do I file a claim if my box arrived damaged or my chile thawed in transit? Email 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 order arrived damaged page has the photo requirements; for thawed perishables, see our spoiled or thawed perishable page.
