COVID-19 Call Center Availability:
Due to COVID-19, Call Center hours maybe increased or decreased as necessary. Thank you for your patience.
Q: What are your processing fee charges?
A: There is a $8.99 processing fee on all orders.
Q: How do I know what is allowed to be shipped in a Special Purchase Order 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, minimizing the risk of sending in unapproved items has been eliminated.
Q: What happens if I order an item and it is out of stock or discontinued?
A: In the event an item is out of stock Access Securepak/Access Catalog will hold the order for two weeks. If the item does not come in, we will cancel that item and issue a refund. The appliance can be reordered at any time.
Q: If an item is out of stock, backordered or discontinued while fulfilling/packing an order, how do I suggest a replacement?
A: At checkout, you can select to allow a substitution and provide the original item and the new item suggestion in the replacement box.
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 Here1-800-546-6283).
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. There are not any restocking fees.
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.
Q: What forms of payment do you accept?
A: Acceptable Forms of Payment:
• Credit/Debit Cards—VISA, MasterCard, Discover
• Prepaid cards that have a verifiable United States address
We do not accept personal checks and will return them to the sender. Credit/debit and prepaid cards will be charged on the day the order is placed. Refunds or credits will be applied to the card used for the order (allow additional time for refunds/credits on prepaid cards). Access Securepak reserves the right to remove one or more items from the order due to insufficient payment.
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 636-888-7003 (Need a 1-800 number? Click Here1-800-546-6283) or write to us at Customer Service, 10880 Linpage Place, St. Louis, MO 63132. Or send us an email at customerservice@accesscatalog.com. Customer Service Hours 5:30 a.m. - 9:00 p.m. PST, Monday - Friday and 8:00 a.m. - 2:00 p.m. PST, Saturday.
Q: What happens if the institution is on lock down?
A: We are in constant contact with the Property Departments 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.
