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FAQ
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Quarterly Food and Property Package orders are in addition to regular commissary orders.
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: Once your order ships it will deliver to your loved one’s facility on their designated weekly commissary delivery day. Please allow up to two weeks for your order to deliver.
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 minus a 10% restocking fee. Shipping is not refundable.
Q: What if I don’t know the location of my loved one?
A: If you are not sure of an offender’s facility location, , we have included a helpful link to Kentucky Department of Corrections Offender Search: http://kool.corrections.ky.gov/
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 and maximum amounts of orders for the Food and Property Programs. Any orders received after you have received your maximum allocation will not be processed and will be refunded.
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
- We also accept phone, mail and fax orders
Q: How do I know that items are acceptable at the facility?
A: We have taken the guess work out of shopping for you. The only items presented on the shopping pages are already approved by Kentucky Department of Corrections, so you can shop with the assurance that everything we make available has been pre-approved.
Q: What are the quantity limits?
A: Please see the Category Limits Chart in the front of your Catalog or on our Rules and Regulations page.
Q: How much are shipping fees?
A: All shipped orders placed by family & friends will be charged $7.95 (Non-Refundable). Orders placed by offenders will not be charged a shipping fee. 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. If you are ordering by mail, please use our order form and will walk you through how to calculate sales tax. Sales tax is subject to change at any time.
Q: What if my order exceeds the dollar limit or items are out of stock?
A: Ordering from the website will automatically calculate the total dollar value of your total order so you can be confident that you are not ordering more than can be accepted in any one order. In the unlikely event that something is out of stock, we will either substitute the item with an equal or greater value item, or refund you via your method of payment. If you have placed your order by mail and we find that it exceeds the dollar limit, we will remove items until your order meets the dollar limit and we will refund the price of any items removed from your order.
Q: Do you make substitutions?
A: Yes, substitutions are allowed on a case-by-case basis, all substitutions will be of equal or greater value. If you do not want us to make substitutions on your order, please mark this at checkout.
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