Questions About Your Order
How can I track the status of my delivery?
We will send you a shipping confirmation email (and text message if you signed up for SMS notifications) with your tracking number and a link to track your order. You can also google your tracking number to see the status.
The shop app is a helpful tool to track your order and get notifications for delivery. Shop app for apple. Shop app for android.
Why is it taking so long to get my order?
We offer 2 shipping options. Economy shipping which takes 4-7 business days, depending on how far you are from CA. Standard shipping which takes 2-5 business days, depending on how far you are from CA. Please note that weekends and holidays do not count as business days.
Before the shipping time begins - EVERY ORDER HAS A 24 HOUR PROCESSING TIME.
We only ship Monday - Wednesday.
Please note that we don't prepare candy in bulk. We prepare each individual item by hand, with the exact amount of candy, of chamoy and of powder every time. This is one of the main reasons Chilitos products are always fresh and delicious. Our handcrafted style takes longer to produce than companies that prepare in bulk.
I have my tracking number, but why is the delivery taking so long?
We do our absolute best to get your order ready in a timely manner. After we take it to USPS or UPS, we no longer have control of what happens with your package.
If your order status does not correctly update within 48 hours of receiving your shipping confirmation it's possible the shipping company misplaced your package, sent your package to an incorrect location or didn't scan your package. All 3 reasons can cause delays with the delivery.
All we can ask is to be a little patient with the shipping company until they can solve the issue. The tracking history of each delivery will tell you the status of whether the delivery was cancelled, never received, delayed, sent back to sender, delivered at parcel locker or delivered to your home.
If it has been a few days with no updates please contact us and we can evaluate possible solutions.
My package says delivered but I have not received it?
If it says "Delivered at parcel locker" your order is possibly being held at your local post office or UPS store. Please contact them to schedule a pick up or re-delivery. Make sure to have your tracking number handy.
If it says delivered in your home (either mailbox, front porch or side door), and you don't see the package try checking with family members or neighbors who may have received the package on your behalf.
If your local UPS/USPS don't have it and your family members/neighbors haven't seen it, you may file a claim with the shipping company for a lost item and get a full refund. To see if your order included shipping insurance you can ask them or you may contact us and we can help you. Contact us at firstname.lastname@example.org. Please include your order number on the subject line.