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| FAQ's Q: What are your processing fees? A: There is a $4.00 processing fee on all orders. Q: When are the ordering dates? A: Orders will be accepted from November 1, 2016 through December 31, 2016 (For WCCW November 28, 2016). However, any order that is mailed in must be postmarked by December 23, 2016 (For WCCW November 21, 2016), and delivered to Access Securepak® by December 31, 2016 (For WCCW November 28, 2016). Any orders received after the deadline will not be processed and will be mailed back to the sender. Q: What are the ordering limits for the program? A: Maximum 1 package per inmate no more than 20 lbs. of product. Q: When will the orders arrive at the facility? A: Orders will arrive on or before January 15, 2017 (WCCW delivery date December 5, 2016). Q: What is the sales tax for this program? A: Sales tax is included in the item price. 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), cashier’s checks, money orders or checks from correctional institutions. 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. Personal checks will NOT be accepted and the orders will be returned to the sender. ORDERS PLACED WITH A CREDIT, DEBIT, OR PREPAID CARD: All cards 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. 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: 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: Ways to order: Online: washingtonpackages.com Phone: 636-888-7003 (Need a 1-800 number? Click Here) Mail: Access Securepak® (WA) PO Box 50028 Sparks, NV 89435-0028 Q: How do I check on an order? A: Ways to check your order: Online: washingtonpackages.com Phone: 636-888-7003 (Need a 1-800 number? Click Here) Automated System: 24 hours a day / 7 days a week Customer Service Representative: Monday-Friday 5:30 am – 9:00 pm PST and Saturday 8:00 am – 2:00 pm PST. Q: How do I report a discrepancy with an order? A: The inmate will be given the opportunity to check the contents of the package in the presence of a prison employee. 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 prison. We cannot honor any discrepancies reported by family or friends of the inmate. Q: What happens if the person I am sending a package to is released prior to receiving the 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 the sender of the package, less the processing fee. |