Frequently Asked Questions (FAQ)

Here’s everything you might want to know about Heartfelt Supply, all in one place.

Getting Started

What is Heartfelt Supply?

Heartfelt Supply is a care package service for correctional facilities. We make it easy to send approved food and personal items to your loved one.

Who can I send a package to?

Anyone housed in a facility we serve — as long as they’re eligible to receive packages.

Which facilities do you serve?

You’ll see a list of supported facilities at checkout. If your loved one’s facility isn’t listed, contact us. We’ll do our best to help you out.

Do you work directly with correctional facilities?

Yes — we’re an approved third-party vendor and follow each facility’s rules for package delivery.

Is everything on your site approved to send?

Yes. Every item we offer is approved for at least one facility. Some rules vary, so be sure to select the correct facility when ordering.

Do I need an account to place an order?

No account is required, but creating one makes it easier to track orders and save information.

Placing an Order

How do I place an order?

Just choose a facility, select items, and enter the recipient’s info at checkout.

What information do I need about my loved one?

You’ll need their full name, ID/DIN number, and the correct facility.

What happens if I enter the wrong ID number or facility?

If the info doesn’t match what the facility has on file, your package might be refused.

Perishable items are usually discarded. Non-perishables may be held, returned, or resent — but reshipping fees may apply.

We’ll do what we can to help fix the issue, but we can’t guarantee a refund.

We recommend double-checking before placing your order to avoid delivery issues.

Can I change or cancel an order after I place it?

We start processing quickly, so changes aren’t always possible. If you catch it early, contact us and we’ll try to help.

Can I schedule a package to be delivered later?

Yes — just add a note at checkout with your preferred delivery window.

Is there a limit to how many packages I can send?

Facilities often have monthly limits. We recommend checking before placing multiple orders.

Items, Quality & Substitutions

What kinds of items can I send?

Snacks, meals, hygiene products, and more — all facility-approved.

Are the food items fresh?

Yes. We source fresh, high-quality items and pack them carefully to make sure they arrive in good condition.

What if something I order is out of stock?

We’ll substitute it with a similar, approved item to avoid delay.

Will you substitute items without asking me?

Yes — but only with similar, approved products. Substitutions are made to keep your order moving.

What if I don’t like a substituted item?

If you’re not happy with a substitution, just let us know. We’ll usually offer a credit toward your next order, or replace the item if possible. While we don’t typically issue refunds, we’ll review each situation carefully and do our best to make it right.

Shipping & Delivery

How long does delivery take?

Most orders arrive 7–10 days after being placed. Timing can vary by facility and carrier.

When does my order ship?

Orders usually ship within a few business days. You’ll get a tracking email when it goes out.

How do you choose the shipping carrier?

We use USPS or UPS, depending on what works best for the facility and package.

Can I track my order?

Yes. You’ll receive a tracking number by email once your order ships.

Does “delivered” mean my loved one received it?

Not yet. It means the package reached the facility. Internal delivery may take extra time.

Why does delivery take longer sometimes?

Mailroom backlogs, weather, and facility processes can delay final delivery.

Do you offer expedited shipping?

Sometimes — if available, you’ll see it as an option during checkout. It speeds up shipping but the facility may still take extra time to process the package.

Facility Rules & Refusals

Why would a facility refuse a package?

Common reasons include incorrect info, weight limits, or your loved one being temporarily restricted.

What happens if my loved one was transferred or is out to court?

The facility might reject the package or delay processing it. Since these situations are outside our control, we can’t guarantee the outcome — but if your package is refused, we’ll do our best to help with next steps.

What if my package is refused because of facility rules?

If a facility refuses a package, what happens next depends on what was inside:

Perishable items (like fresh food) are usually discarded and can’t be refunded.
Non-perishable items may be held, reshipped, or added to a future order — depending on the situation.

Reshipping costs may apply, and we’ll do our best to help you figure out the next step.

What happens to food if a package is refused?

Perishable items are typically discarded and not refundable.

Can a refused package be resent?

Sometimes, depending on the situation and facility rules. Reshipping fees may apply.

If reshipment is allowed, we’ll contact you about your options and any additional shipping fees.

Do facilities have weight or monthly limits?

Yes — and they vary. We recommend staying well below the max to avoid rejection.

Refunds, Credits & Issues

Are all sales final?

Most are. Because of facility rules and food safety, we can’t accept returns or cancel orders once they’re processing.

If we make a mistake (like sending the wrong item or missing something), we’ll make it right with a credit, reshipment, or refund.

If a package is refused by the facility, we’ll do what we can to help — but refunds aren’t guaranteed and may not be possible for perishable items.

When do I get a refund vs a credit?

Refunds are rare. We usually issue credits for future orders unless we made a mistake.

What happens if Heartfelt Supply made a mistake?

We’ll fix it — either by reshipping, replacing, or issuing a refund/credit depending on the issue.

What if an item is missing or damaged?

Are shipping fees refundable?

Usually not — unless the issue was our fault.

How long do refunds or credits take?

Credits are applied right away. Refunds may take a few days to show up, depending on your bank.

How do I report a problem with my order?

Payments & Billing

What payment methods do you accept?

We accept most major cards and PayPal.

When am I charged?

You’ll be charged at the time you place your order.

Why was my payment declined?

There may be an issue with your card, bank, or PayPal account. Try another method or check with your provider.

Can I use PayPal or other payment services?

Yes — PayPal is accepted, along with most major cards.

Are prices subject to change?

Yes. Product and shipping prices may change at any time.

Account & Website Questions

Do I need to create an account?

No — but it helps you track orders and makes reordering easier.

How do I update my information?

Is my personal information safe?

Yes. See our Privacy Policy for how we protect your data.

Do you use cookies?

Yes, to help the site work better. You can manage cookies in your browser settings.

Can I opt out of emails?

Yes — just click the unsubscribe link at the bottom of any email.

Common “What If” Scenarios

What if my loved one can’t receive packages right now?

If your loved one is temporarily ineligible to receive packages (due to facility rules or status), we may be able to hold the order or reship it later. This depends on the facility’s policies and the type of items in the package. We’ll do our best to help you figure out the best option.

What if facility rules change after I place my order?

We’ll follow the new rules and let you know about any changes that affect your order.

What if my package is delayed?

Carrier delays and mailroom processing times vary. Tracking will show when it reaches the facility.

What if my package never reaches the facility?

What if I don’t hear anything after delivery?

That’s normal. Facilities don’t confirm internal delivery. If you’re unsure, ask your loved one or contact the facility directly.

Still Need Help?

I still have questions. How can I contact you?

You can email us anytime at office@heartfeltsupply.com.

When you reach out, please include your name, order number, your loved one’s information, and a short explanation of the issue — this helps us respond faster.

We reply as quickly as we can, usually within a few business days.