Frequently Asked Questions
Q: What if I'm not sure about the inmate's DIN#?
A: Please click on the inmate locator on the top left side of each page on our website.
You will be able to locate the DIN number and facility of your loved one.
Q: What are your shipping and handling charges?
A: Orders from
$0 - $50 = $6.50
$50.01 - $125.00 = $9.50
$125.00 and up = FREE
Q: What happens if I order an item and it is out of stock or discontinued?
A: A Send a Package Representative will contact you to revise the order, as we cannot automatically substitute items.
Q: What happens if my order exceeds the 35 lb. weight limit?
A: In the event your order exceeds the 35 lb. weight limit, a Send a Package Representative will arbitrarily remove items until your order reaches
the maximum weight limit. We will do our best to maximize your order.
Q: What happens if the person I am sending my order to, changes package privilege and/or is moved and can no longer receive a package?
A. If you place an order for a family member or friend and his/her package privilege changes or he/she is moved while the order is being processed
or shipped we will pay to have the order returned from the facility. Once we receive the order back, we will issue a refund to you minus a
restocking fee of not more than 35% of the order total but not less than $15.00.
Q: What happens if more than one person orders a package for an inmate?
A. New York Department of Corrections only allows two packages per month, with a total combined weight of 35 lbs.. If an additional order is
received for an inmate that has already received a package within the month the package will be returned and we will issue a refund to you
minus a restocking fee of not more than 35% of the order total but not less than $15.00.
Q: What if something is damaged or missing from my order?
A: If something is damaged or missing we will replace it free of charge. We simple require confirmation from the facility's Receiving and Release Department.
Q: What forms of payment do you accept?
A: By phone, fax, or Internet, we accept VISA, MasterCard and Discover and American Express. By mail we accept Postal money orders,
certified cashier's checks or institution checks.
Q: Are prepaid credit cards accepted on sendapackage.com?
A: Sorry, prepaid credit cards are not accepted.
Q: How do I check on an order?
A: Please call 1-212-PACKAGE (722-5243); write to us at Send a Package, 40 Wall Street 28th Floor 10038; or email us at firstname.lastname@example.org
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 major holidays and weekends.
Any orders placed late on a Friday, on the weekend or on major holidays, will receive a shipping confirmation number within 48 hours.
You can track your order with the shipping confirmation number. Please be aware that the shipping confirmation number is
different than your order confirmation number.
Q: What happens if the institution is on lock down?
A: We are in constant contact with Receiving and Release Departments at each facility. In most cases the facility will alert us to any lock downs that prevent them from receiving packages. In this situation your package will not be shipped from our warehouse until we are notified by the facility that it is alright to send orders again. If for whatever reason your package has already been shipped and is refused by the facility due to a lockdown, we will pay for its return to our warehouse. Under these circumstances you will be given two options:
1) We can hold the package and reship it when the facility comes off of lockdown with a $25.00 reshipping fee or
2) We can issue a refund minus a restocking fee of not more than 35% of the order total but not less than $15.00.
Q: Will the product be delivered to the institution in its original retail packaging or will it be poured into a clear baggie?
A: Send a Package sells solely to the correctional market and offers the largest selection of food, beverage, cosmetics and clothing items in packaging
approved by the State of New York DOC. All of these items are manufactured with quality materials and are delivered to the institutions without being
opened or altered. Therefore, the customer is guaranteed to receive the product they ordered in its' original packaging.
Q: How long will it take for my order to reach the recipient?
A: After you place your order, information is transmitted to our appropriate order fulfillment warehouse. Depending on the recipient's facility the order
will be delivered in 2 to 4 days.
With Send A Package its easy:
• If an item is out of stock or discontinued, with your pre authorization, we will choose the best replacement item of equal or lesser value, or you will be notified by a Send A Package Representative for an alternate resolution. (refund or replace item with item of your choice)
• The items we ship are unopened, unaltered, and will be delivered in their original packaging.
• Our acceptable payment method options are as follows: Phone, Fax, Visa, AMEX, MasterCard , Discover
By mail: Postal Money Order, Certified Cashier’s Check, and Institution Checks
We do not accept prepaid credit cards.
To check status on a package please call (212) PACKAGE (722-5243) or email info@SendAPackage.com