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| Q: What are your processing charges? A: $3.00 processing fee on all orders. Q: When can I place an order? A: Orders will be accepted between December 15, 2014 - January 15, 2015. Q: What are the program limits? A: Inmates are allowed to order up to $55 of product per program. 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: 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). 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 PRE-PAID 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: 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: www.northcarolinapackages.com Phone: 636-888-7003 (Need a 1-800 number? Click Here) Q: How do I check on an order? A: Ways to check your order: Online: www.northcarolinapackages.com Phone: 636-888-7003 (Need a 1-800 number? Click Here) -Automated System: 24 hours a day / 7 days a week -Customer Service hours: Monday - Friday 8:30 am - 12:00 am EST and Saturday 11:00 am - 5:00 pm EST Q: How do I report a discrepancy with an order? A: The inmate will be given an opportunity to check the contents of the package in the presence of a prison employee. If there was an issue with the order, the employee would verify it and send the paperwork to Access Securepak®. All discrepancies must be reported from the prison. We cannot honor any discrepancies reported from 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 shipping fee. |