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| What are your processing fees? There is a $5.95 processing fee on all orders. When can I place an order? When will the order be delivered? 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 Here). When will the order arrive at the facility? What are the limits for ordering per inmate? What is the sales tax for this program? Tax calculation example: $37.55 food total x 1.04 (tax) = $39.05 food subtotal $12.25 non- food total x 1.08 (tax) = $13.23 non-food subtotal $4.00 processing fee x 1.08 (tax) = $4.32 processing fee subtotal $39.05 food total + $13.23 non-food subtotal + $4.32 processing fee total = $56.60 total amount due. What forms of payment do you accept? How do I place an order? How do I check on an order? 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. 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 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. 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. |