Questions
 
Q: How do I place an order?
A: You can place your order directly from this website
To begin, please have inmate Department ID Number (DIN) and location ready.
 
**If inmate is housed at GREEN HAVEN CORRECTIONAL FACILITY, GREENE CORRECTIONAL FACILITY or TACONIC CORRECTIONAL FACILITY, please enter inmate DIN into NEW YORK PILOT PACKAGE PROGRAM. For all other NYDOCCS facilities, please use our NEW YORK INMATE PACKAGE PROGRAM.
 
- You must then enter the Inmate’s DIN
- Pick the correct facility where the inmates resides
 
**To ensure that your package gets to your inmate, be sure to pick the correct facility in which the inmate is located and gender.
 
- Make product selections and then go to checkout
- If payment is made by credit card, your order will be shipped within 48 hours
- If you prefer to pay by check or money order, indicate that payment will be mailed and your order will be held and shipped as soon as payment is received
- We also accept orders via phone, fax and mail
  
Q: How much will I be charged for shipping?
A: Shipping is $6.95 on all orders.
 
Q: What is the maximum allowable weight for an inmate package placed in the NEW YORK PILOT PACKAGE PROGRAM?
A: Per NY DOCCS Directive 4911A, Inmates may receive six (6) packages in a calendar month containing food and general items, three (3) packages per calendar month may be ordered for an inmate by family and/or friends, and an additional (3) three packages may be ordered by the inmate for personal use, for a total of six (6) packages per calendar month with the following restrictions:
The total weight of a package (including 30 ounces of packaging) may not exceed 30 pounds (480 oz.)
The total weigh to food items may not exceed 8 pounds (128 oz.) per package
In addition, tobacco products may only be received three (3) times total per month.
 
Q: What is the maximum allowable weight for an inmate package in the NEW YORK INMATE PACKAGE PROGRAM?
A: Per the State of New York regulations, inmates may receive 2 Monthly Packages per month in which the combined weight limit of both packages shall not exceed the maximum weight limit of 35 pounds or 560 ounces which includes packaging material. You can include 33 pounds of merchandise (530 ounces) and still meet the maximum 35 pound weight limit. If your order exceeds the 560 ounce weight limit, a notification will appear on the shipping cart. You must then remove items in order to meet the weight limit. 
     
Q: If I am family or a friend of an inmate housed at a TV Facility, what is the maximum allowable weight of a package?
A: Per the State of New York regulations, inmates may receive 2 Yearly Packages per Year from third parties. Each package shall not exceed the maximum weight limit of 20 pounds or 320 ounces which includes packaging material. You can include 18 pounds of merchandise (290 ounces) and still meet the maximum 20 pound weight limit. If your order exceeds the 320 ounce weight limit, a notification will appear on the shipping cart. You must then remove items in order to meet the weight limit. 
  
Q: What facilities are considered “TV Facilities”?
A: The following facilities are TV Facilities: Attica Correctional Facility, Clinton Correctional Facility Main/Annex, Elmira Correctional Facility, Five Points Correctional Facility, Shawangunk Correctional Facility, Southport Correctional Facility, Upstate Correctional Facility, Wende Correctional Facility.
 
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 inmate resides or your package will get refused. If you are not sure of the facility name, we have included a helpful link to the New York Correctional Facilities website. You can then review a map of the state which may help you confirm the correct facility. http://www.doccs.ny.gov/faclist.html
  
Q: What happens if someone else already placed an order for Monthly Packages?
A: NY DOCCS regulations allow for inmates to receive only a certain amount of packages total each calendar month. As long as package limitations have not be exceeded, you may place an order for the inmate. For more details, please see questions above.
 
Q: What if my order exceeds the weight limit or items are out of stock?
A: Ordering from the website will automatically calculate the weight of your total order so you can be confident that you are not ordering more than can be accepted. In the unlikely event that something is out of stock, your credit card will not be charged for that item or if you paid by check, you will receive a refund. If you have placed your order by mail and we find that it exceeds the weight limit, we will remove items until your order meets the weight limit and we will refund the price of any items we were unable to include.
 
Q: What if something in the order is broken or defective?
A: If there is an issue with any of the items, please have the inmate notify their property room immediately. We will send a replacement or refund for the item once confirmation has been received from the facility.
 
Q: Why are some of my favorite brands not available?
A: We carry a broad selection of products that meet the stringent guidelines of New York Correctional Facilities. 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(s) be refused because of our error, we will correct the problem and reship the package to the inmate 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: If you have provided an e-mail address, you will be notified when we have received your order and when the order is shipped.
  
Q: How can I tell if my package has delivered to the facility?
A: You can find this information by two ways: you can e-mail us at customerservice@unionsupplydirect.com and we will reply to you via e-mail within 24 hours or you can call (562)361-5718 and speak to a customer service representative who will provide you with up to date information on your package.
LIVE CHAT Q&A
  
Q: What is Live Chat?
A: Live Chat is a feature provided to our customers to ask any quick questions concerning the status of your order(s), availability of items, weight limitations, and any other questions.
  
Q: How do I use Live Chat?
A: Simply click on our (light blue) “NEW LIVE CHAT” tab on the top of our home page. Enter a nickname you wish to be displayed to our web chat representative, followed by your email address (Please use a valid email address to receive a copy of your “Chat Summary” at the end of your chat session) and the topic for the chat. Click on the message logo and a representative will be available shortly after.
  
Q: Can I place an order via chat?
A: Unfortunately due to security reasons, we are not able to take orders via chat. In order to place an order you will have to place it via web or over the phone with a representative.
  
Q: Can I cancel an order via chat?
A: In order to cancel your order you will have to call our Customer Service Department and cancel your order with a representative over the phone.
  
Q. Can I use Live Chat on my phone?
A. Yes, our Live Chat feature is also available on all mobile devices. You can chat with us by using your cell phone, tablet, laptop, and desktop computers.
  
Q. What time is Live Chat available?
A. Our live chat hours of operation are the same as our Customer Service Department hours, Monday-Friday 5am-8pm (PST) and Saturday 7am-1pm (PST).