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FAQS Q: What are your shipping and handling charges? A: You are charged $4.00 shipping and handling on all orders. Q: How do I know what is allowed to be shipped in the package to avoid sending items that are not approved by the correctional facility? A: An Access representative works directly with facility personnel to determine what products are allowed at the facility. All items listed on the website under the specified institution have been pre-approved by the administration at each facility. Therefore, the risk of sending an unapproved item has been eliminated. Q:What happens if I order something and you don't have it? A: In the event of a backorder or a discontinued item, an Access Customer Service Representative will refund your item. Q: What happens if the person I am sending my order to changes privilege groups and is no longer allowed a package? A: If you place an order for an incarcerated family member or friend and his/her privilege group changes while the order is being processed or shipped we will pay to have the order returned from the facility. Once we receive the order back we will issue a refund to you. Q: What if something is broken, damaged or missing from my order? A:The inmate will be given an opportunity to check the contents of the package in the presence of our staff. If there is an issue with the order, our staff will verify it and send the paperwork to Access Securepak®. If something is broken, damaged or missing we will replace it free of charge. we simply require confirmation from the facility's property department. All discrepancies must be reported by our staff and we cannot honor any discrepancies reported from the family members or friends of the offender. Q: What forms of payment do you accept? A: We accept Credit/Debit cards with VISA, Mastercard & Discover logos. We also accept prepaid credit cards or cash advance cards. By phone, mail, or internet, we accept VISA, Mastercard and Discover. By mail we accept money orders, institutional checks and cashier's checks. All applicable sales tax has been added to the selling price for easier calculation. Q: How do I check on an order? A: Call: 636-888-7003 (Need a 1-800 number? Click Here) Write to us at: Customer Service 10880 Linpage Place St. Louis, MO 63132 Email: customerservice@securepak.net Q: What happens if the institution is on lock down? A: We are in constant contact with the property department at each facility. In most cases the facility will alert us to any lock downs that prevent them from receiving packages. In this situation, your package will not be shipped from our warehouse until we are notified by the facility that it is alright to send orders again. If for whatever reason your package has already been shipped and is refused we will pay for its return. Under these circumstances you will be given two options, we can wait and re-ship your order when the facility comes off of lockdown or we can issue you a full refund. Q:How do I go about ordering Special Order Shoes with your company? A: If you are needing a special size or width on a Special Order Shoe located in our catalogs, please write down the item number, description, size, width and price. Please MAIL the order in as mail orders will only be accepted for Special Order Shoes. Please note that after receiving the order and payment, it will take approximately two weeks for the order to arrive and be sent to the offender at his facility. If you have any questions, please contact Customer Service at 636-888-7003 (Need a 1-800 number? Click Here). |
| Access Securepak® 10880 Lin Page Place , St. Louis, MO 63132 Phone: 636-888-7003 Need a 1-800 number? 1-800-546-6283 |