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| Q: What is your processing fee? A: There is a $4.00 processing fee on all orders. A: Packages cannot exceed 15 lbs. of product per inmate. Limit of 1 package a month per inmate. View individual/category limits next to each item on the order form. 5 CD's total (4 oz. each). A: The Washington Department of Corrections require that we collect a $15.00 transfer fee on all appliances purchased and remit this transfer fee to Washington Department of Corrections. A: The sales tax is included in the pricing. 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, the risk of sending an unapproved item has been eliminated. A: In the event of a backorder or a discontinued item, an Access Customer Service Representative will refund your item. 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. Q: What if something is broken, damaged or missing from my order? A: The inmate will be given an opportunity to check the contents of the package in the presence of our staff. If there is an issue with the order, our staff will verify it and send the paperwork to Access Securepak®. If something is broken, damaged or missing we will replace it free of charge. We simply require confirmation from the facility's property department. All discrepancies must be reported by our staff and we cannot honor any discrepancies reported from the family members or friends of the inmate. A: We accept Visa, MasterCard and Discover credit/debit cards and prepaid cards (that have a verifiable United States address), cashier's check, 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. Orders placed with a credit, debit, or pre-paid 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 the 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 check on an order? A: Call: 800-546-6283 Write to us at: Access Securepak (WA) P.O Box 50028 Sparks, NV 89435 Email: customerservice@securepak.net A: We are in constant contact with the property department at each facility. In most cases, the facility will alert us to any lockdowns 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. Q: How do I go about ordering Special Order Shoes with your company? A: Information needed for special order shoes is item number, description, size, width and price. Mail order is the only acceptable method to place orders for special order shoes. The order with payment needs to be mailed to Access Securepak (WA), PO Box 50028, Sparks, NV, 89435. Allow an additional 2 weeks for delivery for special order shoes. If you have any questions, please contact Customer Service at 800-546-6283. |