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What are the program dates?
AL DOC Property & Hygiene Qtr. 1, 2019 ordering dates are February 1 2019 - February 28.
 
How can I place an order?
Online at alabamapackages.com
By phone at 1-800-546-6283
By mail at Access Securepak (AL) 10880 Linpage Place, St. Louis, MO 63132
By fax at 1-866-754-2813
 
What are the program limits?
Maximum $175 limit and a $25 minimum limit per inmate, per program. Multiple packages can be ordered, and we will consolidate orders not to exceed the $175 limit.

What happens if an order has been identified as fraudulent?
The fraudulent order is associated with an inmate and customer. Both the inmate and customer’s privileges are revoked.
 
When will my order deliver?
Orders will deliver on or before March 22, 2019.

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 p.m. CST and Saturdays, 10 a.m.–4 p.m. CST.
·         Call 1.800.546.6283 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.
 
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 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.
 
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 prison; we cannot honor reports of discrepancies from inmates’ families or friends. Please allow 3-4 weeks for discrepancies to be resolved.

Why can’t I place an order for an inmate? 
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.

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

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