COVID-19 Call Center Availability:
Due to COVID-19, Call Center hours maybe increased or decreased as necessary. Thank you for your patience.
How do I place an order?
Internet: pacountypackages.com
Phone: 636-888-7003 (Need a 1-800 number? Click Here1-800-546-6283)
What are the program limits?
Inmates are allowed 3 packages per month. Each package would have a limit of $85.00.
When will the order arrive at the facility?
Orders will be delivered to the facilities twice a week on Mondays and Thursdays. Allow 7-10 working days for orders 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.
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.
How much is the processing fee?
There is a $7.95 processing fee on all orders.
How much is the tax?
Access Securepak is required by the state of Pennsylvania to charge a 6% tax on all program items.
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 $170.00 limit?
Maximum $170 of product per inmate, per month. Multiple packages can be ordered, and we will consolidate orders not to exceed the maximum $170 of product per inmate, per month.
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).
What forms of payment do you accept?
We accept Visa, MasterCard and Discover credit/debit 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 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 card 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.
My pre-paid credit card does not have a billing address. Can I use it on this site?
You must first call, or visit the website, of the pre-paid credit card company to register a billing address for the credit card so that you can use it for online shopping sites that validate a billing address. Our site always validates a billing address.
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 prison; we cannot honor reports of discrepancies form inmates' families or friends. Please allow 3-4 weeks for discrepancies to be resolved.
What happens if the recipient of my order is moved to a security level that does not allow packages?
When inmates are released, they have 2 business days to claim their package, from that point it becomes county property. If the inmate cannot pick it up for whatever reason the family who sent it is permitted to pick it up. There are no returns or credtis due to a release inmate. Only discrepancies are issued credit.
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.
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.
**ALL SALES ARE FINAL**
