Q: What are your processing fees?
A: Processing fee is $6.99 per order. Compared to shipping packages from your home, this can be up to a $20 savings on a package that weighs 30 lbs. (total package weight = 30 pounds (450 ounces of product and 30 ounces for packing material).

Q: How do I know what is allowed to be shipped in the quarterly package to avoid sending items that are not approved by the correctional facility?
A: An Access Securepak Representative works directly with the California Department of Corrections and Rehabilitation and the R&R Sgt. to determine what products are allowed at the facility.  All items listed on the website under the specified institution have been pre-approved by CDCR and the institution.  Therefore, the risk of sending in unapproved items has been eliminated.

Q: What happens if I order an item and it is out of stock or discontinued?
A: In the event an item is out of stock or discontinued, you are given the choice to allow us to substitute for the back-ordered or discontinued item. We recommend choosing “yes”, which will allow us to send a similar product.

Q: What happens if my order exceeds the 30 lb. weight limit - total package weight = 30 pounds (450 ounces of product and 30 ounces for packing material.)?
A: In the event your order exceeds the 30 lb. weight limit, Access will arbitrarily remove items until your order falls below the weight limit. We will do our best to maximize your order.

Q: What happens if the person I am sending my order to changes privilege groups and is no longer allowed a package?
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. There are not any restocking fees.

Q: What happens if more than one person orders a package for an incarcerated family member or friend?
A: California Department of Corrections and Rehabilitation only allows one package per quarter. If an additional order is received for an incarcerated family member or friend that has already received a package within the quarter the order will not be processed.

Q: What if something is broken, damaged or missing from my order?
A: If something is broken, damaged or missing we will replace it free of charge. We simply require confirmation from the facility's Receiving and Release Department.

Q: What forms of payment do you accept?
A: By phone and Internet, we accept VISA, MasterCard, and Discover. We accept Credit/Debit cards with VISA, MasterCard and Discover logos. We accept prepaid credit cards or cash advance cards, but if a refund/credit is due the process might be slightly longer than usual. By mail we accept money orders, cashier's checks or institution checks.

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 check on an order?
A: Please call 800-546-6283 or write to us at Customer Service, P.O. Box 50028, Sparks, NV 89435-0028.  Or send us an email at customerservice@californiaqp.com.  Customer Service Hours 5:30 a.m. - 9:00 p.m. EST, Monday - Friday and 8:00 a.m. - 2:00 p.m. EST, Saturday.

Q: How do I track an order?
A: You can track your order with the order confirmation number on californiaqp.com. Until your order is shipped the posted status will be “Pending” once your order has shipped the posted status will be “Shipped”.

Q: What happens if the institution is on lock down?
A: We are in constant contact with the Receiving and Release Departments at each facility.  In most cases the facility will alert us to any lock downs 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 it's 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: Will the product be delivered to the institution in its original retail packaging or will it be poured into a clear baggie?
A: Access Securepak sells solely to the correctional market and offers the largest selection of coffee, ready-to-heat meals, drink mixes, and seafood products in clear resealable pouches.  All of these items are manufactured with quality materials and are delivered to the institutions without being opened or altered.  Therefore, the customer is guaranteed to receive the product they ordered without question. 

Access Securepak®
10880 Lin Page Place , St. Louis, MO 63132 Phone: 1-800-546-6283

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