Specialty Commissary
Q: Who is eligible to receive a Specialty Commissary package program order?
A: Residents in General Population Status.
Q: Who may place Specialty Commissary orders and how often may orders be placed?
A: Family/friends and/or residents may place orders for Specialty Commissary. Dollar limit of $150 per vendor per quarter per resident.
Q: How can orders be placed?
A: Friends and family orders may be placed on the vendor’s website, by telephone or in some cases, in person. Resident may submit paper order forms with approved disbursement requests to the Business Office. The business office may process them once a week depending on staffing.
Q: Is there a minimum and/or maximum spending limit? Item limit?
A: Yes, minimum spending limit is $20 before added tax. Maximum spending limit is $150 per vendor, per quarter before added tax.
Q: What happens if multiple orders come in exceed the $150-dollar limit?
A: The vendor will only process orders up to the $150 limit. The other orders will not be processed. The vendor will process first in orders and try to prioritize supplements, protein powders and meal replacement products.
Q: When can orders be placed and what is the timeframe for the ordering periods?
A: Specialty Commissary Package Program begins July 2025 and concludes June 30, 2026. Each vendor may process up to $150 worth of product per quarter per resident. First quarter runs July- Sept., second quarter is Oct.-Dec., third quarter is Jan.-Mar. and fourth quarter is April-June.
Q: What if a resident is in TLU status?
A: Order would not be filled because the status in WICS is not identified as general population (GP).
Q: What if a resident is in quarantine? Are they eligible?
A: Yes, residents who are quarantined and in GP status are eligible to receive package program orders. If a resident is quarantined in a Restricted Housing Unit and there are identified property restrictions for that unit, package program items should be managed in the same manner to maintain consistency for that particular building. Items not allowed should be inventoried and stored with resident’s personal property. Items should not be sent back to vendor.
Q: What if resident is in GP status when an order is placed but when the order is delivered to the site, the resident is in a restricted status/RHU?
A: If storage allows, sites will store resident package program until released from RHU/restricted status if release is within 30 days. If storage is limited at the site, the order should be returned to the vendor, indicating the reason for the return and the purchaser will be credited minus the shipping costs. Follow vendor policy on returns.
Q: What if our site does not allow a specific item that is offered through the Specialty Commissary Package Program?
A: The items have been vetted through the Commissary Committee. When choosing Items and quantity of items allowed for purchase, the committee closely scrutinized each item and considered allotment of that item for all security levels. The majority of items do not vary much from what is offered on the canteen menu and limits will be enforced through the personal property policy 309.20.03 Inmate Personal Property and Clothing including the attachments. Institutions are encouraged to allow all catalog items. If your site feels an item poses a security risk, please bring that concern directly to the specialty commissary committee.
Q: How should Specialty Commissary Package individual items be handled when packing residents for transfer to another facility?
A: Staff should refer to DAI Policy 309.20.03 Inmate Personal Property and Clothing. Section 5 of the policy outlines the process for processing personal property when transferring.
Q: What should be done with a Specialty Commissary Package that arrives after the resident has transferred?
A: Contact the appropriate vendor to request a call tag and re-route the product to the new facility.
Q: What should sites do if they currently have specific quantity restrictions for individual items? For example: through current canteen ordering residents at some sites are only allowed to order two total of the four different selections of deodorants.
A: Staff should refer to DAI Policy 309.20.03 Inmate Personal Property and Clothing and Facility Procedure. Policy does not specify quantity limit for hygiene type items, but in Section I. C. 1. of the policy, it does specify that all personal property shall not exceed 8,192 cubic inches (equivalent to a container measuring 32” x 16” x 16”).
Q: Who should Family and Friends contact if they have questions about the Specialty Commissary Package Program?
A: Each vendor catalog contains an information page containing contact information for questions or problem resolution. If Friends/Family have any questions regarding the package program, they should contact the vendor directly.
Q: Who should site staff contact for additional information or questions regarding the Specialty Commissary Package Program?
A: Staff should first use their chain of command at their site to request additional information and/or to ask questions regarding the Specialty Commissary Package Program. Point of contact at each site would be the canteen staff. Canteen staff will have the vendor specific point of contact information. The DAI contract Administrator and chair of the Specialty Commissary Committee is NLCI Security Director Matthew Martinson.
Q: How will Specialty Commissary Package Program orders be delivered to the sites?
A: Orders will be delivered to sites similarly to deliveries made for Property or Canteen—on the vendor truck or third-party carrier.
Q: To whom do staff report resident order discrepancies?
A: Staff should report order discrepancies on the original receipt and send to the site’s designated contact person for specialty commissary.
Q: How should items be returned to vendors?
A: If the error is on part of the vendor (for example a wrong item was sent), the site’s canteen department should contact the vendor’s point-of-contact to discuss the error. The vendor will provide direction on documentation needed to process the return. ALL other returns will be at the resident’s expense and sites should use the method that is approved by the vendor and facility.
Q: If the resident’s full order is returned, will it still count towards the resident’s dollar limit?
A: No, full returned orders will not count against the dollar limit per vendor per quarter. Keep in mind returns are at the expense of resident unless the order is being returned due to vendor error.
Q: If residents choose to send their order back for a refund, at their expense, who receives the credited funds?
A: All funds will be returned to the individual who paid for the order. At no point will funds from a family/friend order be returned to the resident.
Q: Should each resident receive a Specialty Commissary Catalog?
A: No, Specialty Commissary catalogs are to be handled in the same manner your site currently handles vendor catalogs for Hobby/Property. Should be available for check out on the housing units. ICS tablets will post the catalogs.
Q: How will receipts be sent with Specialty Commissary Package Program orders?
A: One receipt will be placed inside the order bag. This receipt will be removed and resident will sign to acknowledge receipt of order to be returned to canteen or business staff as determined at the facility.
Q: Will sites receive Specialty Commissary orders every week for the entire site?
A: Specialty Commissary Orders are a quarterly program and may be delivered at any point. Scheduled bulk delivery as used for canteen will not occur for this service.
Q: How will specialty commissary be delivered?
A: Distribution of Specialty Commissary Packages will be established by the site’s operational resources.
Q: What vendors are participating in the Specialty Commissary Program?
A: Keefe, JL Marcus, and Union Supply Group are eligible to participate in the program.
Residents should coordinate orders with family and friends to stay within the $150 limit, otherwise orders may not be processed.
If residents question why they did not get their package program order, please tell them to contact the friend or family member who placed the order.
Property & Hobby Package
Q: How do I place an order?
A: You can place your order directly from this website
- To begin, you must enter the Wisconsin PIOC Identification Number
- Select the correct facility where the PIOC resides
- To ensure that your package gets to your PIOC, be sure to pick the correct facility in which the PIOC 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 and mail
Q: What is the delivery schedule for Property & Hobby orders?
A: The Property & Hobby orders will be delivered to each facility by UPS.
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 a package?
A: Per the State of Wisconsin regulations, there is no weight limit or restrictions on packages.
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: 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 PIOC 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.
Personal Care Package
Q: How do I place an order?
A: You can place your order directly from this website
- To begin, you must enter the Wisconsin PIOC Identification Number
- Select the correct facility where the PIOC resides. To ensure that your package gets to your PIOC, be sure to pick the correct facility in which the PIOC 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 and mail
Q: How do I know if my PIOC 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 PIOC 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 $75 before taxes. If the order exceeds the maximum limit of $75, Union Supply reserves the right to cancel and refund any items to meet the limit of $75.
Q: What is the maximum allowable weight of a package?
A: Per the State of Wisconsin regulations, there is no weight limit or restrictions on 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 PIOC 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 PIOC 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.
|