FAQ's
Q: What are your shipping and handling charges?
A: Shipping and handling charges are:
Mail, phone and fax orders $4.00
Web orders $2.00 (Reduced Fee)
Q: When will the orders arrive at the facility?
A: Orders will arrive weekly at the facility.
Q: What forms of payment do you accept?
A: We accept:
Credit/debit cards (VISA, Discover, or MasterCard)
Prepaid credit cards (if refund/credit is due the process might be slightly longer than usual)
Cash advance cards (if refund/credit is due the process might be slightly longer than usual)
Cashier's check
Money order
Institutional check
NO PERSONAL CHECKS ACCEPTED
Q: My pre-paid credit card does not have a billing address. Can I use it on this site?
A: You must first call, or visit the website, of the pre-paid credit card company to register a billing address for the credit card so that you can use it for online shopping sites that validate a billing address. Our site always validates a billing address.
Q: How do I place an order?
A: Ways to order:
Online:www.westvirginiapackages.com
Phone: 636-888-7003 (Need a 1-800 number? Click Here1-800-546-6283)
Fax: 1-866-754-2813
Mail to: Access Securepak® (WV)
10880 Linpage Place
St. Louis, MO 63132
Q: How do I check on an order? A: Ways to check your order:
Online:www.westvirginiapackages.com
Phone: 636-888-7003 (Need a 1-800 number? Click Here1-800-546-6283)
Automated System: 24 hours a day / 7 days a week
Customer Service representative: Monday-Friday 8:30 am - 12:00 am EST and Saturday 11:00 am - 5:00 pm EST
Q: How do I report a discrepancy with the order (item missing or wrong product)? A: The inmate will be given an opportunity to check the contents of the package in the presence of a prison employee. If there is an issue with the order, the employee will verify it and send the paperwork to Access Securepak®. All discrepancies must be reported from the prison. We cannot honor any discrepancies reported by family or friends of the inmate.
Q: What happens if the person I am sending a package to is released prior to receiving the package?
A: If you place an order for an incarcerated family member or friend and his/her custody level changes while the order is being processed or shipped, the order will be returned to Access Securepak®. Once we receive the order back from the facility, we will issue a refund to the sender of the package, less the shipping and handling fee.
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