Q:
  What are your processing fees?  
A:
  There is a $6.95 processing fee on all orders.  
  
Q:  When does the program begin? 
A:  Orders will be accepted starting January 1, 2015. 
  
Q:  When will the order be delivered to the facility? 
A:  Packages will be delivered to the facilities weekly. 

Q:  What forms of payment do you accept?  
A:  PAYMENT: We accept Visa, MasterCard and Discover credit/debit cards and prepaid cards (that have a verifiable United States address). 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. Orders placed with a credit, debit, or pre-paid card 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.

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 1-800-546-6283.

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:  What are the limits for this program?  
A:  Multiple orders may be placed, not to exceed the limit of $100.00 per week.  All orders placed will be merged into a single package for delivery

Q:  How do I place an order?  
A:  By phone: 1-800-546-6283 or the internet 
www.rockwallcountypackages.com.
  
Q:  How do I check on an order? 
A:  Please call 1-800-546-6283 or write to us at Customer Service, 10880 Linpage Place, St. Louis, MO 63132.  You can also send us an email at 
customerservice@securepak.net.  Customer Service Hours 8:30 a.m. - 11:59 a.m. EST, Monday - Friday and 11:00 a.m. - 5:00 p.m. EST, Saturday.
  
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 Commissary Staff from the jail.  If there is an issue with the order, the Commissary Staff will verify it and send the paperwork to Access Securepak®.  All discrepancies must be reported from the jail and we cannot honor any discrepancies reported from family members or friends of the inmate.    

Q:  What happens if an inmate is released or transferred prior to package arriving?
A:  If the inmate is released or transferred prior to package delivery attempt, the inmate or family member will have 10 days to claim the order.  If not claimed within 10 days, this will be disposed of at the discretion of Rockwall County.  

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