Their Chile products are excellent but their customer service is NONEXISTENT. If you have a need that must be fulfilled in a timely manner (like cancelling an order before it ships, then you are out of luck. I tried the chat route, the phone route and the email route. In the email I said I wanted the order to be cancelled, but they just replied and said 'what can I do for you?'. They did not even read what I said. Additionally, this is a premium priced product with a VERY poor website. For example, they save my credit card number. I want to remove that number, but there is no way to do that. Their web vendor 'SHOPIFY' will use your personal information to target you for other products not associated with Hatch.