Q: What are your shipping and handling charges?
A: $3.00 shipping and handling on all orders.
Q: When does the program begin?
A: Orders will be accepted starting December 21, 2011.
Q: What is the weekly limit?
A: There is no limit on the number of packages, but the weekly limit is $50 total.
Q: When will the order arrive at the facility?
A: All orders will be arriving at the county jail weekly. The order week is Wednesday at 12:01 a.m. to Tuesday at 11:59:59 p.m. The orders will deliver the following Thursday. The institution will be distributing the packages to the incarcerated family member shortly after the shipment arrives at the facility.
Q: What forms of payment do you accept?
A: PAYMENT: We accept Credit/Debit cards with Visa or MasterCard logos. We also accept prepaid credit cards or cash advance cards, but if a refund/credit is due the process might be slightly longer than usual. Access Securepak® is now applying up to an 8% sales tax on hygeine products for the state (per facility location) as required. Sales tax will be added at the end of the order. When paying by credit card be sure to include the card number, expiration date, card member's name, and card member's phone number and address.
Q: How do I place an order?
Q: How do I check on an order?
A: Please call 1-800-546-6283 or write to us at Customer Service, 10880 Lin Page Place, St. Louis, MO 63132. You can also send us an email at firstname.lastname@example.org
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 was 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 offender.
Q: What happens if the person I am sending my order to changes custody level and is no longer allowed a 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 held until the inmate is allowed to receive his/her package.
Q: What happens if the person I place an order for has been released?
A: The offender or family of the offender will have 7 days to pick up the package at the facility or it will be donated.