FAQ's
By submitting this order, you acknowledge that it is your responsibility to know if the inmate is allowed to receive an MP3 player, SD card and songs. Once submitted orders placed for MP3 players, SD cards and songs may not be cancelled or refunded for any reason including if the inmate is ineligible to receive an MP3 player, SD cards and songs. ALL SALES ARE FINAL.
Q: What are your processing fees?
A: There is a $7.95 processing fee on all orders.
Q: How do I know if an inmate is allowed to purchase a Mobile Electronic Device?
A: Inmates at all Enhanced Programming Facilities and the following Female Institutions are allowed to purchase a Mobile Electronic Device. If you purchase an Mobile Electronic Device and the inmate is NOT eligible a refund will not be provided due to the custom nature of this program. The inmate would be allowed to send the Mobile Device home.
Q: What happens if the person I am sending my order to changes privilege groups and is no longer allowed a package?
A: If you place an order for an incarcerated family member or friend and his/her privilege group changes a refund will NOT be issued. The inmate would be allowed to send the Mobile Device home. All sales are final due to the custom nature of this program.
Q: What if something is broken, damaged or missing from my order?
A: If something is broken, damaged or missing we will replace it free of charge. We simply require confirmation from the facility's Receiving and Release Department.
Q: What forms of payment do you accept?
A: By mail and Internet, we accept VISA, MasterCard, and Discover. We accept Credit/Debit cards with VISA, MasterCard and Discover logos. We accept prepaid credit cards or cash advance cards, but if a refund/credit is due the process might be slightly longer than usual. By mail we accept money orders, cashier's checks or institution checks.
Q: How do I check on an order?
A: Please call 800-546-6283 or write to us at Customer Service, P.O. Box 50028, Sparks, NV 89435-0028. Or send us an email at customerservice@securepak.net. Customer Service Hours 5:30 a.m. - 9:00 p.m. EST, Monday - Friday and 8:00 a.m. - 2:00 p.m. EST, Saturday.
Q: How do I track an order?
A: You can track your order with the order confirmation number on duchesne.securepakmedia.com. Until your order is shipped the posted status will be “Pending” once your order has shipped the posted status will be “Shipped”.
