Access Securepak - Tennessee DOC Food Package Program - TN

COVID-19 Call Center Availability:

Due to COVID-19, Call Center hours maybe increased or decreased as necessary. Thank you for your patience.

What are the program dates for ordering?

Orders for Q1 2024 can be placed from January 18, 2024 – February 16, 2024

How can I place an order?

Online at tennesseepackages.com

By phone at 636-888-7003 (Need a 1-800 number? Click Here)

By mail at Access Securepak (TN), 10880 Linpage Place, St. Louis, MO 63132

What are the program limits?

Inmates can place a minimum order of $25.00 but cannot exceed a maximum of $125.00. Multiple orders may be placed for one individual inmate up to the maximum dollar limit of $125.00 limit per inmate. All orders placed for one individual inmate will be merged into 1 package for delivery to the inmate.

There is a maximum quantity limit of 10 for each item per order.

Inmates are only allowed to receive one package. If an order is larger than one box, Access will arbitrarily remove items until the content fits in one box. We will do our best to maximize the order.

Why can't I place an order for an inmate?

Inmates may be restricted from receiving a package for various reasons.

1. Inmates may be listed as ineligible to receive a food package for a specific quarter based on previous disciplinary charges. Inmates found to be ineligible for a food package are still eligible for the property package program.

2. 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 800-546-6283.

When will my order deliver?

Orders will be delivered to the facilities by March 22, 2024.

How do I check the status of my order and/or track its progress?

We will email a confirmation number to you within two business days of receiving your order.

•Visit accesscatalog.com and enter the confirmation number or inmate number. You can also live chat with a customer service representative during regular business hours—Monday-Friday, 7:30 a.m.–11:00 p.m. CST and Saturdays, 10 a.m.– 4 p.m. CST.

•Call 636-888-7003 (Need a 1-800 number? Click Here) any time day or night to access our automated system. Customer service representatives are available during regular business hours.

•Email customerservice@securepak.net

What’s your return policy?

If an item is found to be defective upon receipt and is returned to us within 30 days, we will replace it at no charge or provide a refund according to the facility’s policy. Package recipients should report the discrepancy to facility administration immediately. Access Securepak is not responsible for items the facility finds are damaged, expired or broken. Processing fees are non-refundable.

What's your Privacy Policy?

Access Securepak's Privacy Policy can be found on our website at www.tennesseepackages.com.

How much is the tax?

Access Securepak is required by the state of Tennessee to collect a specific tax rate for each facility on all items.

How can I avoid sending food items that are not approved by the correctional facility?

All items listed on the website have been pre-approved by the facility.

What happens if Access Securepak receives orders for an inmate which exceed the maximum dollar limit of $125.00?

Maximum $125 of product per inmate. Multiple packages can be ordered, and we will consolidate orders not to exceed the maximum $125 product per program. If a mailed-in order exceeds the limit, we will remove products until it meets that limit.

What happens if the recipient of my order is moved to a security level that does not allow packages?

If your loved one becomes ineligible to receive packages after your order has shipped, facility personnel will return the package to Securepak via FedEx. We will issue a refund to the sender of the package for the merchandise only; the processing fee is non-refundable.

What happens if an inmate receives more than one package from family members or friends?

If an inmate receives more than the maximum amount of packages he or she is allowed, the order(s) will not be processed and the sender will receive a refund.

What if something is broken, damaged or missing from my order?

We will issue a refund for or replace broken, damaged, or missing products reported by facility staff. We cannot honor reports of discrepancies from inmates’ families or friends.

Can an item become out of stock or unavailable after I place my order?

Yes. If an item becomes out of stock or unavailable after the order is placed, Access Securepak will increase the quantities of items already ordered to use the funds from the unavailable items or issue a refund. This will depend on when the out of stock or unavailable item is expected to arrive at Access Securepak.

What forms of payment do you accept?

We accept VISA, MasterCard and Discover credit/debit cards; prepaid cards (that have a verifiable United States address); cashier’s checks, money orders and checks from correctional institutions. When paying by credit card, include the card number, expiration date, card verification number (three-digit number on back), and card holder’s name, address and telephone number. Credit/debit and prepaid cards will be charged on the day the order is placed. Refunds or credits will be applied to the original card used. Allow additional time for refunds/credits on prepaid cards.

Inmates can place orders for themselves using their trust fund accounts. The Business Office will process the Trust Fund check requests for the inmates who wish to purchase packages for themselves, using the following procedure:

Complete the Trust Fund Withdrawal Form including their full name and inmate ID, dollar amount, payee's name: Access Securepak® and mailing address: 10880 Linpage Place, St. Louis, MO 63132.
Completed Access Securepak order form must be attached to the Trust Fund Withdrawal Form
Trust Fund Withdrawal requests must be submitted to the Business Office by Monday, June 6, 2023
Business Office personnel will process the check request and mail the order form with the check to Access Securepak®.

My prepaid credit card does not have a billing address—can I use it on this site?

Because our site always validates a billing address, you must first contact the prepaid credit card company to register a billing address for the card.

How do I report a discrepancy with the order (missing item, wrong product)?

The contents of the package will be validated in the presence of facility staff. If a discrepancy is found, the facility staff will verify it and send appropriate paperwork to Access Securepak. Depending on facility policy, we will issue a refund or replace the item(s) at no charge to resolve the discrepancy. All discrepancies must be reported from the facility; we cannot honor reports of discrepancies from inmates’ families or friends. Please allow 3-4 weeks for discrepancies to be resolved.