FAQ's
Q: What are your shipping and handling charges?
A: $4.00 Shipping & Handling for all orders.
Q: When will my order ship?
A: Please allow 7-10 working days for the orders to arrive at the facility.
Q: How do I know what is allowed to be shipped in the exempt package to avoid sending items that are not approved by the correctional facility?
A: All items listed on the website have been pre-approved by ODRC and the institution. Therefore, the risk of sending unapproved items has been eliminated.
Q: What happens if my order exceeds the 30 lb. weight limit - total package weight = 30 pounds (424 ounces of product and 56 ounces for packing material)
A: In the event your mailed order exceeds the 30 lb. weight limit, Access Securepak® will arbitrarily remove items until your order falls below the weight limit. The website and phone orders can not exceed the 30 lb limit because the weight is being calculated while the order is being taken.
Q: What happens if the person I am sending my order to changes security levels and is no longer allowed a package?
A: If an inmate becomes ineligible to receive packages after the package is shipped, each facility would be supplied with FedEx Return tags that can be used to return the package back to Access Securepak®. Shipping and handling charges would not be refunded to the sender.
Q: What happens if more than one person orders a package for an incarcerated family member or friend?
A: ODRC policy allows packages based on security level. If an additional order is received for an incarcerated family member or friend that has already received the maximum amount of packages, the order will not be processed and a refund will be sent to the sender.
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 Property Department. The product would be replaced at no charge to the inmate.
Q: What forms of payment do you accept?
A:We accept Credit/Debit cards with VISA, Mastercard, and Discover logos. We also accept prepaid credit cards or cash advance cards, but if a refund/credit is due the process might be slightly longer than usual. By phone or Internet, we accept VISA, MasterCard, and Discover. By mail we accept money orders, cashier's checks or institution checks. All applicable taxes are included in the price for easier calculation.
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 Customer Service, 10880 Linpage Place, St. Louis, MO 63132. You can also send us an email at customerservice@ohiopackages.com. Customer Service Hours 8:30 a.m. - 12:00 a.m. EST, Monday - Friday and 11:00 a.m. - 5:00 p.m. EST, Saturday.
Q: How do I track an order?
A: You will receive a shipping confirmation number within 24 hours of placing your order with the exception of the weekend. Any orders placed on Friday or Saturday will receive a shipping confirmation number within 48 hours. You can track your order with the shipping confirmation number on www.ohiopackages.com Please be aware that the shipping confirmation number is different than your order confirmation number.
Q: How do I report a discrepancy with the order (item missing, wrong product, etc)?
A: The inmate will be given an opportunity tocheck the contents of the package in the presence of an employee from the prison. If there is an issue with the order, the employee would verify it and send the paperwork to Access Securepak®. All discrepancies must be reported from the prison and we cannot honor any discrepancies reported from family members or friends of the offender. All discrepancies will be corrected by Access Securepak® with replacement of product, reimbursement of funds, etc. Please allow 3-4 weeks for all discrepancies to be corrected.
Q: What is the return policy on the products?
A: Used items cannot be returned, exchanged or refunded. If an item is found to be defective upon receipt and is returned to us within 30 days, it shall be replaced at no charge. Please notify the property officer immediately if you receive any defective or damaged items. Access Securepak® is not responsible for refused items. Shipping and Handling charges are non-refundable.
