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| Q: What is your processing fee? A: There is a charge of $4.00 processing fee on all orders. All mail orders need to be postmarked 7 days prior to the end of the month as we will process the order in the month received. A: Limits are set according to the WA State Allowable Individual Religious Item Matrix. Order limit is set at one package per month per offender. Q: When will my order ship? A: All faith items are special order. Orders may take 2-4 weeks from time of order placement until order fulfillment. A: Sales tax is included in the item’s price. A: We accept Visa, MasterCard and Discover credit / debit cards and prepaid cards (that have a verifiable United States address), cashier's checks, money orders or checks from correctional institutions. 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: 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: 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: Online:www.washingtonpackages.com Phone: 636-888-7003 (Need a 1-800 number? Click Here) Mail: Access Securepak P.O Box 50028 Sparks, NV 89435 Q: How do I check on an order? A: Online: washingtonpackages.com Call: 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. Customer Service Hours: Monday-Friday 5:30 am – 9:00 pm PST and Saturday 8:00 am – 2:00 pm PST Write to us at: Access Securepak P.O Box 50028 Sparks, NV 89435 Email: customerservice@securepak.net Q: How do I know what is allowed to be shipped in the package to avoid sending items that are not approved by the correctional facility? A: An Access representative works directly with facility personnel to determine what products are allowed at the facility. All items listed on the website under the specified institution have been pre-approved by the administration at each facility. Therefore, the risk of sending an unapproved item has been eliminated. A: If you place an order for an incarcerated family member or friend and his/her privilege group changes while the order is being processed or shipped we will pay to have the order returned from the facility. Once we receive the order back we will issue a refund to you. Q: What if something is broken, damaged or missing from my order? A: The inmate will be given an opportunity to check the contents of the package in the presence of our staff. If there is an issue with the order, our staff will verify it and send the paperwork to Access Securepak®. If something is broken, damaged or missing we will replace it free of charge. We simply require confirmation from the facility's property department. All discrepancies must be reported by our staff and we cannot honor any discrepancies reported from the family members or friends of the inmate. Q: What happens if the institution is on lockdown? A: We are in constant contact with the property department at each facility. In most cases, the facility will alert us to any lockdowns that prevent them from receiving packages. In this situation, your package will not be shipped from our warehouse until we are notified by the facility that it is alright to send orders again. If for whatever reason your package has already been shipped and is refused, we will pay for its return. Under these circumstances you will be given two options: We can wait and re-ship your order when the facility comes off of lockdown, or we can issue you a full refund. Q: What happens if the person I am sending my order to is transferred to another institution? A: : If a resident is transferred to another institution, Access Securepak will provide a pre-paid transfer label and the package will be forwarded. When residents are transferred to Work Release, or are released, the package will be returned to Access Securepak and a refund will be issued. |