text: Due to COVID-19, Call Center hours maybe increased or decreased as necessary. Thank you for your patience.
  What are the program limits?
  Each inmate may receive 1 package totaling no more than $25 of product per cycle.
  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 Here) 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?
  The processing fee is $7.95 per order.
  SalesTax: Access Securepak is required to charge 2% tax on all items and processing fees. See tax calculation below:
  Tax calculation example:
  $13.52 merchandise total + $7.95 processing fee = $21.47 subtotal
  $21.47 subtotal x 0.02 tax rate = $.43 tax total
  $21.47 subtotal + $.43 tax = $21.90 total due
  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 $25 product limit or 1 package per cycle?
  The amount of online and phone orders is automatically calculated to prevent exceeding limits. Maximum $ 25 per product per inmate. If a mailed-in order exceeds the limit, we will remove products until it meets that limit. If an order has already been placed for the cycle we will hold it for the next cycle.
  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.
  What forms of payment do you accept?
  We accept VISA, MasterCard and Discover credit/debit cards; prepaid cards, Correctional Institution Check and Money order. (that have a verifiable United States address). 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)?