PROPERTY Q&A
Q: How do I place an order?
A: You can place your order directly from this website
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To begin, you must enter the Wisconsin Inmate Identification Number
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Select the correct facility where the inmate resides
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To ensure that your package gets to your inmate, be sure to pick the correct facility in which the inmate is located and gender.
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Make product selections and then go to checkout
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If payment is made by credit card, your order will be shipped within 48 hours
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If you prefer to pay by check or money order, indicate that payment will be mailed and your order will be held and shipped as soon as payment is received
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We also accept orders via phone, fax and mail
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 the Wisconsin Department of Corrections so you can shop with the assurance that everything we make available has been pre-approved.
Q: Can I place my order on hold for later shipment?
A: Due to contractual agreement with Wisconsin Department of Corrections, orders cannot be held by Union Supply at customer’s request. Items that could hold an order from shipment will be cancelled and refunded to the customer.
Q: How much will I be charged for shipping?
A: Free shipping on all orders.
Q: What is the maximum allowable weight of an Inmate Package?
A: Per the State of Wisconsin regulations, there is no weight limit or restrictions on Inmate Packages.
Q: What if I do not know the name of the correctional facility?
A: It is very important that you choose the correct facility in which your inmate resides or your package will get refused. If you are not sure of the facility name, we have included a helpful link to the Wisconsin Department of Corrections website. You can then review a map of the state which may help you confirm the correct facility. https://doc.wi.gov/Pages/OffenderInformation/AdultInstitutions/AdultFacilities.aspx
Q: What if items in my order are out of stock?
A: In the unlikely event that something is out of stock, your credit card will not be charged for that item or if you paid by check, you will receive a refund for any items we were unable to include.
Q: Do you make substitutions?
A: We will only make substitutions if you approve us to do so. If you approve substitutions, we will substitute with an item of equal or greater value. If placing an order from the web, during registration, if you would like for us to substitute items, please check the box which states you agree to have substitute items sent.
Q: What if something in the order is broken or defective?
A: If there is a problem with your order please contact our customer service department so that it can be resolved. If something is broken or defective, we will simply require confirmation from the Property Room Department.
Q: Why are some of my favorite brands not available?
A: We carry a broad selection of products that meet the stringent guidelines of the Wisconsin Department of Corrections. Many of your favorite brands may not be considered appropriate for use inside a correctional facility or may not meet the strict packaging requirements. Please let us know however if you have an item that you would like us to carry and we will do our best to accommodate your request.
Q: What happens if the package is refused at the correctional facility?
A: Should the package(s) be refused because of our error, we will correct the problem and reship the package to the inmate at no charge to you. Should the package be refused for some other reason, we will provide a full refund to the person purchasing the order.
Q: Will I receive confirmation that the package was shipped?
A: If you have provided an e-mail address, you will be notified when we have received your order and when the order is shipped.
Q: How can I tell if my package has delivered to the facility?
A: You can find this information by two ways: you can e-mail us at WIcustomerservice@unionsupplydirect.com and we will reply to you via e-mail within 24 hours or you can call (562)361-5706 and speak to a customer service representative who will provide you with up to date information on your package.
Q: Is there a toll-free number available to call?
A: Yes, you can contact customer service toll-free at (855)247-6093.
PERSONAL CARE Q&A
Q: How do I place an order?
A: You can place your order directly from this website
-
To begin, you must enter the Wisconsin Inmate Identification Number
-
Select the correct facility where the inmate resides
-
To ensure that your package gets to your inmate, be sure to pick the correct facility in which the inmate is located and gender.
-
Make product selections and then go to checkout
-
If payment is made by credit card, your order will be shipped within 48 hours
-
If you prefer to pay by check or money order, indicate that payment will be mailed and your order will be held and shipped as soon as payment is received
-
We also accept orders via phone, fax and mail
Q: How do I know if my Inmate is eligible to receive a package?
A: Only General Population offenders are eligible to receive a package, General Population is identified in the WICS system as status “GENP”. Offenders located at DCI in the following housing units are also eligible 11FF, 25EW, 25SW, and 25WW.
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 the Wisconsin Department of Corrections so you can shop with the assurance that everything we make available has been pre-approved.
Q: How much will I be charged for shipping?
A: Free shipping on all orders.
Q: What is the maximum allowable dollar amount of an Inmate Order?
A: Per the Wisconsin Department of Corrections regulations, the order must meet a minimum of $20 before taxes or order will be refunded. The order must not exceed $50 before taxes. If the order exceeds the maximum limit of $50, Union Supply reserves the right to cancel and refund any items to meet the limit of $50.
Q: What is the maximum allowable weight of an Inmate Package?
A: Per the State of Wisconsin regulations, there is no weight limit or restrictions on Inmate Packages.
Q: What if I do not know the name of the correctional facility?
A: It is very important that you choose the correct facility in which your inmate resides or your package will get refused. If you are not sure of the facility name, we have included a helpful link to the Wisconsin Department of Corrections website. You can then review a map of the state which may help you confirm the correct facility. https://doc.wi.gov/Pages/OffenderInformation/AdultInstitutions/AdultFacilities.aspx
Q: What if items in my order are out of stock?
A: In the unlikely event that something is out of stock, your credit card will not be charged for that item or if you paid by check, you will receive a refund for any items we were unable to include.
Q: Do you make substitutions?
A: We will only make substitutions if you approve us to do so. If you approve substitutions, we will substitute with an item of equal or greater value. If placing an order from the web, during registration, if you would like for us to substitute items, please check the box which states you agree to have substitute items sent.
Q: What if something in the order is broken or defective?
A: If there is a problem with your order please contact our customer service department so that it can be resolved. If something is broken or defective, we will simply require confirmation from the Property Room Department.
Q: Why are some of my favorite brands not available?
A: We carry a broad selection of products that meet the stringent guidelines of the Wisconsin Department of Corrections. Many of your favorite brands may not be considered appropriate for use inside a correctional facility or may not meet the strict packaging requirements. Please let us know however if you have an item that you would like us to carry and we will do our best to accommodate your request.
Q: What happens if the package is refused at the correctional facility?
A: Should the package(s) be refused because of our error, we will correct the problem and reship the package to the inmate at no charge to you. Should the package be refused for some other reason, we will provide a full refund to the person purchasing the order.
Q: Will I receive confirmation that the package was shipped?
A: If you have provided an e-mail address, you will be notified when we have received your order and when the order is shipped.
Q: How can I tell if my package has delivered to the facility?
A: You can find this information by two ways: you can e-mail us at WIcustomerservice@unionsupplydirect.com and we will reply to you via e-mail within 24 hours or you can call (562)361-5706 and speak to a customer service representative who will provide you with up to date information on your package.
Q: Is there a toll-free number available to call?
A: Yes, you can contact customer service toll-free at (855)247-6093.
LIVE CHAT Q&A
Q: What is Live Chat?
A: Live Chat is a feature provided to our customers to ask any quick questions concerning the status of your order(s), availability of items, weight limitations, and any other questions.
Q: How do I use Live Chat?
A: Simply click on our (light blue) “NEW LIVE CHAT” tab on the top of our home page. Enter a nickname you wish to be displayed to our web chat representative, followed by your email address (Please use a valid email address to receive a copy of your “Chat Summary” at the end of your chat session) and the topic for the chat. Click on the message logo and a representative will be available shortly after.
Q: Can I place an order via chat?
A: Unfortunately due to security reasons, we are not able to take orders via chat. In order to place an order you will have to place it via web or over the phone with a representative.
Q: Can I cancel an order via chat?
A: In order to cancel your order you will have to call our Customer Service Department and cancel your order with a representative over the phone.
Q. Can I use Live Chat on my phone?
A. Yes, our Live Chat feature is also available on all mobile devices. You can chat with us by using your cell phone, tablet, laptop, and desktop computers.
Q. What time is Live Chat available?
A. Our live chat hours of operation are the same as our Customer Service Department hours, Monday-Friday 5am-8pm (PST) and Saturday 7am-1pm (PST).
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