COVID-19 Call Center Availability:
Due to COVID-19, Call Center hours maybe increased or decreased as necessary. Thank you for your patience.
Q: What are the processing fees?
A: There is currently no processing fee.
Q: When will the order arrive at the facility?
A: Orders will be delivered weekly to the facilities.
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. 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.
Q: My pre-paid credit card does not have a billing address. Can I use it on this site?
A: 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.
Q: How do I check on an order?
A: Please call 636-888-7003 (Need a 1-800 number? Click Here1-800-546-6283) or write to us at Access Securepak, Customer Service, 10880 Linpage Place, St. Louis, MO 63132. You can also send us an email at customerservice@securepak.net. Customer Service hours Mon - Fri. 8:30 a.m. - 11:59 p.m. EST, & Sat. 11:00 a.m. - 5:00 p.m. EST.
Q: How do I report a discrepancy with the order (item missing, wrong product, etc)?
A: The inmate will be given an opportunity to check the contents of the package in the presence of Commissary Staff at the facility. If there is an issue with the order, the Commissary Staff will verify it and send the paperwork to Access Securepak®. All discrepancies must be reported from the facility and we cannot honor any discrepancies reported from family members or friends of the inmate. 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 Here1-800-546-6283). 