FAQ
 
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, 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.