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A: There is a $5.00 processing fee on all orders. Q: When does the program begin? A: Ordering begins on September 1, 2016. Q: When will the orders arrive at the facility? A: Deliveries are made to the facility on a weekly basis. Q: What are the program limits? A: Maximum $100 of product per inmate, per month. Multiple packages can be ordered, and we will consolidate orders not to exceed the maximum $100 of product per month. Q: Why can’t I place an order for an inmate? A: Inmates may be restricted from receiving a package for various reasons. This could be due to a request from the facility or it could be because the inmate received an order that was later denied by the credit card cardholder for possible suspicious activity. In such a case, the inmate will no longer be able to receive orders. The inmate’s full order privileges can be reinstated if the full amount of the denied credit card transaction is paid in full. For further assistance in this matter please call Securepak customer service at 636-888-7003 (Need a 1-800 number? Click Here). Q: What is the sales tax for this program? A: SALES TAX: Tax rate on merchandise and processing fee applies as required by city, county and state. Tax calculation example; $63.52 merchandise total + $4.00 processing fee = $67.52 subtotal $67.52 subtotal x 1.07 tax rate = $72.25 total due Q: What forms of payment do you accept? A: We accept Visa, MasterCard and Discover credit / debit cards and prepaid cards (that have a verifiable United States address), cashier’s check and money orders. When paying by credit card be sure to include the card number, expiration date, card verification number (3 digit card verification number found on the back of the card) card member’s name, address and phone number. We do not accept prepaid credit cards that lack the ability to assign a valid United States address to the card holder. All cards will be charged on the day the order is placed. Any refunds/credits due will be applied to the original card used. Please allow additional time for refunds/credits to be processed when using a prepaid card. Personal checks will NOT be accepted and the orders will be returned to the sender. Q: My pre-paid credit card does not have a billing address. Can I use it on this site? Q: How do I place an order? A: Internet: trouppackages.com Phone: 636-888-7003 (Need a 1-800 number? Click Here) Mail: Access Securepak 10880 Linpage Place St. Louis, MO 63132 Fax: 1-866-754-2813 Q: How do I check on an order? A: Please call 636-888-7003 (Need a 1-800 number? Click Here) or write to us at Access Securepak Customer Service, 10880 Linpage Place, St. Louis, MO 63132. You can also send us an email at customerservice@securepak.net Q: How do I report a discrepancy with the order (item missing, wrong product, etc)? A: The inmate will be given an opportunity to check the contents of the package in the presence of an employee from the prison. If there is an issue with the order, the employee would verify it and send the paperwork to Access Securepak®. All discrepancies must be reported from the prison and we cannot honor any discrepancies reported from family members or friends of the inmate. All discrepancies will be corrected by Access Securepak® with replacement of product, reimbursement of funds, etc. Please allow 3-4 weeks for all discrepancies to be corrected. Q: What is the return policy on the products? A: Used items cannot be returned, exchanged or refunded. If an item is found to be defective upon receipt and is returned to us within 30 days, it shall be replaced at no charge. Please notify the property officer immediately if you receive any defective or damaged items. Access Securepak® is not responsible for refused items. Processing fees are non-refundable. |
| Access Securepak® 10880 Lin Page Place , St. Louis, MO 63132 Phone: 636-888-7003 Need a 1-800 number? 1-800-546-6283 |