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
- If an individual is transferred, their package will be rerouted to their new facility.
- Make product selections and then go to checkout
- We also accept orders via phone, 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. Items requiring a hobby permitted are clearly marked. Close Custody or special facility restrictions will prevent you from adding to your cart.
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: 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. Our website refreshes with updated DOC information daily and in most cases should populate the correct facility.
Q: What if items in my order are out of stock?
A: When possible, an out of stock/discontinued item will be listed as such on the webstore, or removed from the site completely. 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. In some cases and order may be held until inventory delivers.
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, the individual should report it to the appropriate staff immediately.
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. However, our website does provide a search tool that will indicate if an item is; “In Processing” meaning not yet packed, or “Shipped” meaning packed by WA Correctional Industries and is to be shipped or already shipped.
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. Package delivery time varies due to multiple factors. This includes the day order was placed in relation to production, shipping schedules/limitations, facility distribution schedules, holidays, product availability, current housing eligibility, facility transfers, and disciplinary sanctions. Every attempt is made to expedite the packaging, shipping, and distribution of packages. Orders are typically delivered to individuals within 2 – 4 weeks after the order is placed.”
Q: Is there a toll-free number available to call?
A: Yes, you can contact customer service toll-free at (855)247-0566.
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