Q: What are your processing fees?
A: There is a $6.00 processing fee on all orders.

Q: When does the program begin?
A: Orders will be accepted starting July 25, 2016.

Q: What is the weekly limit?
A: Each inmate is allowed to receive multiple packages per week, not to exceed the $75 limit.

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 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: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: Online at: plumascountypackages.com or by phone at: 1-800-546-6283. Customer Service Hours: Mon. - Fri. 5:30 a.m. - 9 p.m. PST, and Sat. 8 a.m. - 2 p.m. PST.

Q: How do I check on an order?
A: Please call 1-800-546-6283 to check the status of your order. You can also send us an email at customerservice@securepak.net.

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 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 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 us. 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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