Due to COVID-19, Call Center hours maybe increased or decreased as necessary. Thank you for your patience.
What are the program dates?
Quarter 1 - January 1 - March 31
Quarter 2 - April 1 - June 30
Quarter 3 - July 1 - September 30
Quarter 4 - October 1 - December 31
What is the deadline for placing orders for 2024?
Quarter 1: All orders must be postmarked by March 22, 2024 to be processed by Access Securepak by March 31, 2024.
Quarter 2: All orders must be postmarked by June 21, 2024 to be processed by Access Securepak by June 30, 2024. *If orders are not received by the respective postmark dates above, the orders may be processed in the next quarter.
*If orders are not received by the respective postmark dates above, the orders may be processed in the next quarter.
How can I place an order?
By phone at 1-855-768-0789
By mail at Access Securepak, 10880 Linpage Place, St. Louis, MO 63132
By fax at 1-866-754-2813
What are the program limits?
(1) $125.00 package per quarter per inmate. Item restrictions and limits apply as well.
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).
When will my order deliver?
Orders will arrive at the facility weekly or bi-weekly. The institution will be distributing the packages to the inmates shortly after the shipment arrives 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.
How much is the processing fee?
$3.00 for all inmate orders
$3.00 for all family/friends web orders
$4.00 for family/friends mail, phone & fax orders
How much is the tax?
Access Securepak is applying sales tax on all non-food items as required by the state. Sales tax is NOT included in the selling prices of the non-food 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 $125.00 limit?
The dollar value of online and phone orders is automatically calculated to prevent exceeding limits. 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 the recipient of my order is transferred to another facility prior to receiving their package?
If your loved one is transferred to another facility before receiving their package, facility personnel will return the package to Securepak via FedEx. Securepak will ship a replacement order to the inmate's last known facility at no charge.
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.
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 hold the order up to 10 business days to allow that out of stock items to become available. If after those 10 business days the out of stock item is still not available, Access Securepak will remove the item from the order and issue a refund back to the purchaser.
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 and money orders. 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.
