When will my order deliver?
Orders will deliver weekly. Please 7-10 working days for order to arrive at the facility.
How do I check the status of my order and/or track its progress?
We will email a confirmation number to you within two business days of receiving your order.
•Visit accesscatalog.com and enter the confirmation number or inmate number. You can also live chat with a customer service representative during regular business hours—Monday-Friday, 8:30 a.m.–11:59 p.m. EST and Saturdays, 11 a.m.–5 p.m. EST. •Call 636-888-7003 (Need a 1-800 number? Click Here1-800-546-6283) any time day or night to access our automated system. Customer service representatives are available during regular business hours.
What’s your return policy?
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.
Why can’t I place an order for an inmate? 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).
How much is the processing fee?
The processing fee is $6.95 per order.
How much is the tax?
Access Securepak is required by the state of Virginia to collect 1% sales tax on all merchandise including the processing fee.
How can I avoid sending food items that are not approved by the correctional facility?
All items listed on the website have been pre-approved by the facility.
What happens if my order exceeds the $125 limit?
Maximum $125 of product per inmate. Multiple packages can be ordered throughout the duration of the Quarter not to exceed the $125 of product per program. If a mailed-in order exceeds the limit, we will remove products until it meets that limit.
What happens if the recipient of my order is moved to a security level that does not allow packages?
If your loved one becomes ineligible to receive packages after your order has shipped, 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.
What if something is broken, damaged or missing from my order?
We will issue a refund for or replace broken, damaged, or missing products reported by facility staff. We cannot honor reports of discrepancies from inmates’ families or friends.
Can an item become out of stock or unavailable after I place my order?
Yes. If an item becomes out of stock or unavailable after the order is placed, Access Securepak will increase the quantities of items already ordered to use the funds from the unavailable items or issue a refund. This will depend on when the out of stock or unavailable item is expected to arrive at Access Securepak.
What forms of payment do you accept?
We accept VISA, MasterCard and Discover credit/debit cards; prepaid cards (that have a verifiable United States address); cashier’s checks, money orders and checks from correctional institutions. When paying by credit card, include the card number, expiration date, card verification number (three-digit number on back), and card holder’s name, address and telephone number. Credit/debit and prepaid cards will be charged on the day the order is placed. Refunds or credits will be applied to the original card used. Allow additional time for refunds/credits on prepaid cards.
My prepaid credit card does not have a billing address—can I use it on this site?
Because our site always validates a billing address, you must first contact the prepaid credit card company to register a billing address for the card.
How do I report a discrepancy with the order (missing item, wrong product)?
The contents of the package will be validated in the presence of facility staff. If a discrepancy is found, the facility staff will verify it and send appropriate paperwork to Access Securepak. Depending on facility policy, we will issue a refund or replace the item(s) at no charge to resolve the discrepancy. All discrepancies must be reported from the facility; we cannot honor reports of discrepancies from inmates’ families or friends. Please allow 3-4 weeks for discrepancies to be resolved.
