FAQ'S

PLEASE NOTE -Inmates participating in the Department’s Religious Diet Program (RDP) are not authorized to receive non-kosher food items from the Florida Food and Property Package Program. Access Securepak will restrict the ordering of non-kosher food items for inmates participating in the RDP program. If a non-kosher food item has been ordered for an inmate whose participation in the RDP started after the ordering period ended, the item will not be shipped and the customer will be refunded.  Per the Department’s regulations, inmates participating in the RDP who are found in possession of a non-kosher food item may be required to return the item at the inmate’s expense.

Q:  What are your shipping and handling charges? 
A:  $5.00 shipping and handling on all orders.  

Q:  What are the Quarter 3 ordering dates for the Food Program? 
A:  Orders will be accepted for Quarter 4 Food Program from November 1, 2012 - December 31, 2012.
 
Q:  What forms of payment do you accept?  
A:  PAYMENT: Access Securepak® will accept Credit/Debit cards with VISA and Mastercard logos. We accept prepaid credit cards or cash advance cards, but if a refund/credit is due the process might be slightly longer than usual.  Orders will be accepted when accompanied by cashier's check, money order or credit card (MasterCard or Visa). When paying by credit card be sure to include the card number, expiration date, card member's name, and card member's phone number and address. 

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 1-855-329-4268 or write to us at Customer Service, 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. - 12:00 a.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 Commissary Staff from the prison.  If there is an issue with the order, the Commissary Staff will verify it and send the paperwork to Access Securepak®.  All discrepancies must be reported from the prison and we cannot honor any discrepancies reported from family members or friends of the inmate.

Q:  How do I order clothing items? 
A:  To order clothing items, please visit the Florida Property Program's website at www.flpackages.com.

Q:  If I order a food package, am I still able to order a clothing package in the same quarter?
A:  Yes, each inmate is allowed 1 Food Package AND 1 Clothing Package per quarter.