Shipping & Delivery

When you send a package, you want it to arrive safely, on time, and without the guesswork.

Here’s how we make that happen:

How Orders Are Processed

  • Orders are packed and shipped in the order they’re received.

  • Most orders begin processing within a few business days.

  • Occasionally, we may briefly hold an order to:

    • Wait for an item that’s arriving soon

    • Ship your full order together to save time and cost

If you want your order delivered later, just leave a note at checkout.

Shipping Carriers

We use UPS and USPS to ship packages.

The carrier is chosen based on:

  • The facility’s rules

  • The size and weight of your package

  • Whether it includes perishable items

Delivery Timing

Most packages arrive within 7–10 days from the time you place your order.

This can vary depending on:

  • Processing time

  • Carrier delays

  • Facility mailroom procedures

  • Weather or other shipping issues

Delivery dates are estimates, not guarantees.

Tracking Your Order

You’ll get an email with a tracking number once your order ships.

  • Tracking shows when the package is delivered to the facility, not when the person receives it.

  • Facilities may take extra time to inspect and distribute packages.

  • We don’t have control over internal mailroom timing.

Delivery to Correctional Facilities

Once a package reaches the facility, it’s considered delivered.

After that:

  • Each facility handles inspection and delivery in its own way

  • Internal distribution can take extra time

  • We can’t speed up or influence mailroom processing

If a Facility Refuses a Package

Sometimes a package may be refused. Common reasons include:

  • The person was transferred, hospitalized, or out to court

  • Package limits for the month were reached

  • They’re temporarily restricted from receiving packages

  • An incorrect DIN or facility was provided

  • An item in the order is no longer allowed

  • The package went over the facility’s weight limit

If a package is refused:

  • Perishable items may be discarded

  • Non-perishable items may be held and reshipped when allowed

  • Additional shipping fees may apply for reshipment

Weight Limits and Package Restrictions

Most facilities set limits on:

  • How many packages a person can receive per month

  • The total weight of each package

Cart weights shown during checkout are estimates and may not include packaging materials.

To avoid issues, we recommend staying under the maximum allowed weight.

Substitutions

If something you ordered is out of stock and we have a similar approved item, we may swap it in to avoid delays.

All substitutions:

  • Are pre-approved by the facility

  • Are chosen to be as close as possible to the original item

  • Won’t delay shipping

Not happy with a substitution? We’ll make it right. (See our Refunds & Credits Policy.)

Expedited Shipping

Expedited shipping may be available for an extra cost.

Please note:

  • It only speeds up the carrier’s part

  • It does not speed up facility inspection or delivery

Reshipments

If your package needs to be sent again:

  • You may be responsible for the full shipping cost

  • Reshipment depends on facility rules and whether the person can receive it

  • Discounted shipping rates may not apply a second time

What You’re Responsible For

To help your package arrive smoothly:

  • Double-check the recipient’s information

  • Select the correct facility

  • Follow facility rules and monthly limits

We can’t override facility policies or fix incorrect info after the order is placed.

What We Can’t Guarantee

While we do everything we can to ensure smooth delivery, there are a few things outside our control:

  • Exact delivery dates

  • Whether a facility accepts the package

  • How long internal processing takes

  • Sudden changes in facility rules

  • Carrier delays after shipping

Need Help?

Have a question or issue with your order?

We’re here to help. Reach out anytime — we’ll take care of it.