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 through Friday, 8:30 a.m. – 11:59 p.m. EST, and Saturday, 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.
· Email customerservice@securepak.net
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.
How much is the processing fee?
The processing fee is $7.95.
How much is the tax?
Access Securepak is required by the state of Georgia to collect 4% sales tax on food, drink mixes, and 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 $100 limit?
Maximum $100 of product per inmate. Multiple packages can be ordered, and we will consolidate orders not to exceed the maximum $100. 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 happens if an inmate receives more than one package from family members or friends?
If an inmate receives more than the maximum amount of packages he or she is allowed, the order(s) will not be processed and the sender will receive a refund.
