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Q:  What are your processing fees?
A:  There is a $4.00 processing on all orders.  

Q:  When does the program begin?
A:  New menu items will be available starting April 1, 2017

Q:  When will the orders arrive at the facility?
A:  Orders will be shipped weekly to the facility.

Q: What is the package limit ordering time frame?
A: Inmates are allowed to receive (1) package per month. Food is limited to $200.00 per order. Hygiene and Clothing items are limited to 2 each per order. This facility considers Thursday as the starting day of the week. The time frame for the limits are Thursday – Wednesday.

Q: What are the taxes that are charged for the items on this program?
A: There is a rate of 8% that is added for Hygiene and Property (clothing) items. There is currently no tax added on food items. 

Q:  What forms of payment do you accept?
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. 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: 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 do I place an order?
A:  Phone: 1-800-546-6283
     Internet: ohcuyahogacountypackages.com

Q:  How do I check on an 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. Customer service hours Monday - Friday 8:30 a.m. - 11:59 p.m. EST and Saturday 11:00 a.m. - 5:00 p.m. EST.

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 facility. If there is an issue with the order, the employee will verify it and send the paperwork to Access Securepak®. All discrepancies must be reported from the facility and we cannot honor any discrepancies reported from family members or friends of the inmate.

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 returned to Access Securepak®. Once we receive the order back from the facility, we will issue a refund to you. There are no restocking fees.
 
 

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