COVID-19 Call Center Availability:
Due to COVID-19, Call Center hours maybe increased or decreased as necessary. Thank you for your patience.

Q:  How much is the processing fee?
A:  The processing fee is $6.95.  The processing fee is non-refundable. 
Q:  When will my order ship?
A:  Please allow 7-10 working days for the orders to arrive at the facility.

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:  How do I know what is allowed to be shipped in the food package to avoid sending items that are not approved by the correctional facility?
A:  All items listed on the website have been pre-approved by NY DOC and the institution. Therefore, the risk of sending in unapproved items has been eliminated.

Q:  What happens if my order exceeds the 35 lb. weight limit - total package weight = 35 pounds (448 ounces of product and 56 ounces for packing material)
A:  In the event your mailed order exceeds the 35 lb. weight limit, Access Securepak® will arbitrarily remove items until your order falls below the weight limit.  The internet and phone orders can not exceed the 35 lb limit because the weight is being calculated while the order is being taken. 

Q:  What happens if the person I am sending my order to changes security levels and is no longer allowed a package?
A:  If an inmate becomes ineligible to receive packages after the package is shipped, each facility would be supplied with Fed Ex tags that can be used to return the package back to Access Securepak®. Processing fee charges would not be refunded to the sender.

Q:  What happens if more than one person orders a package for an incarcerated family member or friend?
A:  NY DOC policy allows packages based on security level. If an additional order is received for an incarcerated family member or friend that has already received the maximum amount of packages, the order will not be processed and a refund will be sent to the sender.

Q:  What if something is broken, damaged or missing from my order?
A:  If something is broken, damaged or missing we will replace it free of charge. We simply require confirmation from the facility's Property Department. The product would be replaced at no charge to the inmate. 

Q:  What forms of payment do you accept? 
A:  We accept Credit/Debit cards with VISA and Mastercard logos. We also accept prepaid credit cards or cash advance cards, but if a refund/credit is due the process might be slightly longer than usual. By phone or internet, we accept VISA or MasterCard. By mail we accept money orders, cashier's checks or institution checks.

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 check on an order?
A:  Please call 1-800-854-3254 or write to us at Customer Service, Access Securepak®, 10880 Linpage Place, St. Louis, MO 63132. You can also send us an email at

Q:  How do I track an order?
A:  You will receive a shipping confirmation number within 24 hours of placing your order with the exception of the weekend. Any orders placed on Friday or Saturday will receive a shipping confirmation number within 48 hours. You can track your order with the shipping confirmation number on Please be aware that the shipping confirmation number is different than your order confirmation number.

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 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. All discrepancies will be corrected by Access Securepak® with replacement of product, reimbursement of funds, etc. Please allow 3-4 weeks for all discrepancies to be corrected.

Q:  What is the return policy on the products?
A:  Used items cannot be returned, exchanged or refunded. If an item is found to be defective upon receipt and is returned to us within 30 days, it shall be replaced at no charge.  Please notify the property officer immediately if you receive any defective or damaged items. Access Securepak® is not responsible for refused items. Processing fee charges are non-refundable.


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