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Shipping Policy

Shipping Policy
  • Standard shipping rates and policies apply to items when shipped domestically, including free shipping on qualifying orders and premium shipping. International shipping may not be available for all items.
  • When we ship your order, we indicate the carrier company, shipping date and estimated delivery date on Your Account page and in the shipment confirmation email. You can track your package in Your Orders.
  • We recommend that you contact the prison first to confirm that they accept deliveries and to ask about any special policies they have.
  • Photo on delivery shows you that your package is safe on arrival. The photo shows the location of your package. Delivery photos may appear in Track your package in Your Orders.
  • If you want to view a delivery photo, sign into your account. We may use delivery photos to:
    • Verify delivery location.
    • Audit for quality purposes.
    • Troubleshoot what happened to a package.
    • If your address is marked as confidential, to protect your privacy, we don’t post a delivery photo.
  • Your delivery progress tracker may include an Estimated Delivery Window. When available, it will also appear in Your Orders and notifications. It provides information about when you can expect deliveries. External factors, such as traffic, can affect delivery windows. They’re not guaranteed and may be subject to change. Deliveries can arrive before or after estimated windows.
  • Customs ID Requirements
    • Customs regulations in certain countries require you to provide ID for customs clearance. safely & securely stores the ID information in order to transmit the information to the carrier and Customs officials. This process allows your packages to clear Customs without additional delay.
    • When you provide your ID information for an address, the ID information links to that delivery address. We use the information provided for that shipment as well as future shipments to that address. The name on the shipping address must match the name on the provided ID information. If you’re shipping to someone other than yourself, add the ID information of the recipient. To edit the ID information linked to a delivery address, go to Your Addresses.
    • To delete the ID information from your account, go to Manage saved IDs. We immediately remove the ID information from your saved IDs page and all addresses in your address book. Permanent deletion from the database can take up to 30 days.
    • Errors or missing information may cause delays beyond the original delivery date. The carrier may contact you for further information to complete those orders.

Billing and Shipping Addresses

Here are a few tips to keep in mind:

  • Your billing address must match the address on your monthly credit card or bank statement.
  • Leave fields blank if they don’t apply to your address, e.g., don’t enter “N/A,” “Not applicable,” etc.
  • Enter information in the correct fields, e.g., don’t enter city and state information in the Address Line 2 field. Use the city and state fields instead.
  • Avoid using accent marks or non-English characters. Our system can’t process these characters.
  • Don’t enter shipping or delivery instructions in the address fields.