Problem With Order

Customer Support

Find your situation below. Each one has step-by-step instructions so you know exactly what to do.

Not quite what you expected?

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Let's Fix It

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Let's Fix It

We want you to love what you ordered. Click below and we'll make it right.

Let's Fix It

Heat is personal and we get it. Click below and we'll point you in the right direction.

Let's Fix It

Not sure where your issue fits? Start here and we'll help you figure it out. Or if you prefer, you can email us directly.

Start Here

Contact Customer Service

1
Open a new email to service@freshchileco.com
2
Use this subject line: Order Status: Order #[Your Order Number]
3
Include in your message:
  • Your order number
  • The email address you used when ordering
4
Hit send. We'll get back to you as soon as possible.
Act fast:  Address changes must be made before your order leaves our warehouse.
1
Open a new email to service@freshchileco.com
2
Use this subject line: Address Change: Order #[Your Order Number]
3
Include in your message:
  • Your order number
  • The wrong address currently on file
  • The correct new address, including zip code
4
Hit send. We'll do our best to catch it in time.
1
Open a new email to service@freshchileco.com
2
Use this subject line: Packing Mistake: Order #[Your Order Number]
3
Take two photos and attach them to the email:
  • Your entire packing slip (the paper inside the box)
  • Everything you received, laid out together
4
Include in your message:
  • Your order number
  • What was wrong with your order
5
Hit send. We'll make it right.
1
Open a new email to service@freshchileco.com
2
Use this subject line: Damaged Order: Order #[Your Order Number]
3
Attach photos to your email:
  • Photos of the damaged items
  • A photo of the shipping box, if it was also damaged
4
Include in your message:
  • Your order number
  • A brief description of the damage
5
Hit send. We'll follow up right away.
1
Open a new email to service@freshchileco.com
2
Use this subject line: Defective Product: Order #[Your Order Number]
3
Attach two photos to your email:
  • The lot number stamped above the label on the jar
  • Your packing slip (the paper inside the box)
4
Include in your message:
  • Your order number
  • What seems wrong with the product
5
Hit send. We'll take it from there.