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| Q: What are your processing fees? A: There is a $6.95 processing fee on all orders. The processing fee is non-refundable. Q: What are the package limits for the inmate? A: Each inmate may order up to 3 packages for themselves monthly and family / friends may order up to an additional 3 packages for the inmate monthly, for a total limit of 6 packages per month. Each package may not exceed a maximum weight of 30 lbs. of which only 8 lbs. can be food type items. Additionally, tobacco and tobacco related items are only allowed to be received in a total of 3 packages of the potential 6 packages per month that an inmate is allowed to receive. Q: What if my order is over the 30 lb. weight limit? A: The weight of online and phone orders is automatically calculated to prevent exceeding the limits. If a mailed-in order exceeds the limit, we will remove products until it meets the weight 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 636-888-7003 (Need a 1-800 number? Click Here). Q: Will there be any website outages searching for inmates? A: NY DOCCS has daily maintenance from 11:30pm-12:30am EST therefore all searches for inmates will be unavailable at that time. Please check back after 12:30am. Q: When will my order be delivered? A: Orders ship daily, please allow 7-10 working days for orders to arrive at the facility. 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) and institutional checks. 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. Access Securepak reserves the right to remove one or more items from the order due to insufficient payment. Q: What are the taxes for ordering packages? A: Access Securepak is required by the state of New York to collect taxes on all items with the exception of food items that are not candy and drink mixes. The processing fee is taxed at the Taxable Rate. Tax calculation example, inmate is at Attica Correctional: $63.52 food total = $63.52 food subtotal $12.81 taxable x .08 tax rate = $1.02 taxes + $12.81 = $13.83 taxable subtotal $71.95 reduced rate x .04 tax rate = $2.88 taxes + $71.95 = $74.83 reduced rate subtotal $6.95 processing fee x .08 tax rate = $0.56 + $6.95 = $7.51 processing fee subtotal $63.52 food subtotal + $13.83 taxable subtotal + $74.83 reduced rate subtotal + $7.51 processing fee subtotal = $159.69 Grand Total. You may also check each facilities tax rate on the downloadable order form. Q: My pre-paid credit card does not have a billing address. Can I use it on this site? Q: How do I place an order? A: There are 4 Easy Ways to Place an Order: Website: nypackages.com Phone: 636-888-7003 (Need a 1-800 number? Click Here) Mail: Access Securepak (NY) 10880 Linpage Place St. Louis, MO 63132 Fax:1-866-754-2813 Q: How do I check on an order? A: Please call 636-888-7003 (Need a 1-800 number? Click Here) or write to us at Customer Service, Access Securepak, 10880 Linpage Place, St. Louis, MO 63132. You can also send us an email at customerservice@securepak.net. Customer Service Hours 8:30 a.m. - 11:59 p.m. EST, Monday - Friday and 11:00 a.m. - 5:00 p.m. EST, Saturday. 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 levels 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. Q: How can I avoid sending food items that are not approved by the facility? A: All the items listed have been pre-approved by the facility. Q: What happens if the recipient of my order is moved to a security level that does not allow packages? A: If the inmate becomes ineligible to receive a package after your order has shipped, then the facility personnel will return the package to Securepak via FedEx. We will issue a refund to the sender of the package for the merchandise only. The processing fee is non-refundable. Q: What happens if the inmate receives more than the allowed package limit from family members and friends? A: If the inmate receives more than the maximum allowed limit then the order will not be processed and the sender will receive a refund. The processing fee is non-refundable. Q: What is your return policy? A: If an item is found to be defective upon receipt and is returned to us within 30 days, we will replace it at no charge or provide a refund according to the facility’s policy. Package recipients should report the discrepancy to facility administration immediately. Access Securepak is not responsible for items the facility finds are damaged, expired or broken. Processing fees are non-refundable. *ELIGIBILITY: Access Securepak verifies inmate eligibility before shipping packages, if applicable. |