Q: What is the processing fee?
A: 
There is a $5.95 processing fee on all orders.

Q: What are the ordering dates?
A: Orders will be accepted starting February 8, 2016.

Q: How can family/friends place orders? 
     Phone: 1-800-546-6283

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: What forms of payment are acceptable to place orders?
A: 
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. All cards 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. Personal checks are not accepted. All orders with personal checks will be returned to the sender.

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 much is the tax?
A: There is a 8.25% tax on these kits--80002926 – Afternoon Delight, 80002929 – Choco Latte, 80002934 – Refresh.  All other kits are not taxed.

Q: What is the package limit timeframe?
A: Inmates are allowed a combined spending limit of $250 between their commissary and the Securepak Program. This location considers Monday as the starting day of the week. The timeframe for the limits are Monday – Sunday.

Q: When will the packages ship?
A: Orders will be shipped daily.

Q: How can my family/friends check on the order?
A: Please call 1-800-546-6283 or write to us at Access Securepak, Customer Service, 10880 Linpage Place, St. Louis, MO 63132.  You can also send us an email at customerservice@securepak.net.

Q:  How do I report a discrepancy with an order? 
A:  The inmate will be given an opportunity to check the contents of the package in the presence of a facility employee. 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 facility. We cannot honor any discrepancies reported from family or friends of the inmate.

*If an inmate is ineligible or released before obtaining the order, he has 3 days to make arrangements to pick up the order. All sales are final*

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