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Questions
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Q: How will I receive confirmation that my order was shipped?
A: If an e-mail address was provided, an email notification will be sent when your order is shipped.
Q: When will my order deliver to the facility?
A: Packages will arrive to the prison with their commissary orders.
Q: Why is my order on hold?
A: There are various reasons why your order may be on hold. If you have questions regarding your order, please email our Customer Service Department at customerservice@unionsupplydirect.com or chat with us online, using the chat button below.
Q: How do I report order discrepancies?
A: Offenders must report any missing or damaged products to a staff member at the time the order is received. A staff member will verify all discrepancies and will send to Union Supply for resolution.
Q: What happens if the order is refused at the facility?
A: Should your Package Program Order be refused because of our error, we will correct the problem and reship the order to the offender or refund at no charge to you. Should the order be refused for some other reason, we will provide a refund to the person who purchased the order. Shipping is not refundable.
Q: My offender transferred – what will happen to my order?
A: We will work with the facility to transfer the order to the offender’s location.
Q: What happens if someone else already placed an order for an offender?
A: Visit the rules and regulations section for ordering guidelines.
Q: How do I place an order?
A: You can place your order directly from this website
- To begin, please choose which type of order your are placing
- You must then enter the offender identification number
- Select the facility where the offender is located
- Select the gender
- Make product selections and then go to checkout
Q: How much are shipping fees?
A: All shipped orders placed by approved visitors will be charged $8.95 (Non-Refundable). Cancelled orders will not be charged a shipping fee.
Q: How do I calculate sales tax?
A: Tax rates vary by facility, item and product shipping, our website will automatically calculate sales tax for you at checkout. Sales tax is subject to change.
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