Q: How do I place an order?
A: You can place your order directly from this website
• To begin, you must enter the incarcerated individual's Washington Identification Number
• Select the correct facility where the incarcerated individual resides
• To ensure that your package gets to your incarcerated individual, be sure to pick the correct facility in which the incarcerated individual is located and gender.
• Make product selections and then go to checkout
• 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 guesswork out of shopping for you. The only items presented on the shopping pages are already approved by the Washington 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 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 incarcerated individual resides or your package will get refused. If you are not sure of the facility name, we have included a helpful link to the Washington Department of Corrections website. You can enter the DOC number or last name to help you confirm the correct facility. http://www.doc.wa.gov/offenderinfo/
Q: What if items in my order are out of stock?
A: In an effort to fulfill all orders in the most efficient manner possible, if an item is out of stock, your order will be picked without it and the customer will be refunded.
Q: What if something in the order is damaged 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 Unit Staff 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 Washington 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 be refused because of our error, we will correct the problem and reship the package to the incarcerated individual 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. Shipping is not refundable.
Q: Will I receive confirmation that the package was shipped?
A: An invoice will be emailed to the address provided. Orders are packaged by WCI and USG is not provided with shipped updates.
Q: How can I tell if my package has delivered to the facility?
A: Orders are delivered according to the incarcerated individual’s commissary schedule and WCI picking schedule. USG does not have access to these schedules.
Q: Is there a toll-free number available to call?
A: Yes, you can contact customer service toll-free at (855)247-0566.
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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