Access Securepak - Wake County Detention Center Package Program - NC (2024)

COVID-19 Call Center Availability:

Due to COVID-19, Call Center hours maybe increased or decreased as necessary. Thank you for your patience.

How can I place an order?

By phone at 636-888-7003 (Need a 1-800 number? Click Here)

What are the program limits?

There is a limit of $70 per month per inmate. Multiple packages can be ordered and will be consolidated for 1 delivery.

When will my order deliver?

Orders will be delivered monthly.

How do I check the status of my order and/or track its progress?

We will email a confirmation number to you within two business days of receiving your order.

•Visitaccesscatalog.comand enter the confirmation number or inmate number. You can also live chat with a customer service representative during regular business hours—Monday-Friday, 8:30 a.m.–11:59 p.m. EST and Saturdays, 11 a.m.– 5 p.m. EST.

•Call 636-888-7003 (Need a 1-800 number? Click Here) any time day or night to access our automated system. Customer service representatives are available during regular business hours.

What’s your return policy?

If an item is found to be defective upon receipt and is returned to us within 30 days, we will replace it at no charge or provide a refund according to the facility’s policy. Package recipients should report the discrepancy to facility administration immediately. Access Securepak is not responsible for items the facility finds are damaged, expired or broken. Processing fees are non-refundable.

How much is the processing fee?

The processing fee is $7.95 per order.

How much is the tax?

Access Securepak is required to collect all applicable taxes for the state of North Carolina.

How can I avoid sending food items that are not approved by the correctional facility?

All items listed on the website have been pre-approved by the facility.

What happens if my order exceeds the $70 limit?

The limit of online and phone orders is automatically calculated to prevent exceeding limits. Maximum $70 of product per inmate.

What happens if the recipient of my order is moved to a security level that does not allow packages?

If your loved one becomes ineligible to receive packages after your order has shipped, the facility will hold the order for 7 days to be picked up. All sales are final.

What happens if an inmate receives more than one package from family members or friends?

If an inmate receives more than the maximum amount of packages he or she is allowed, the order(s) will not be processed and the sender will receive a refund.

What if something is broken, damaged or missing from my order?

We will issue a refund for or replace broken, damaged, or missing products reported by facility staff. We cannot honor reports of discrepancies from inmates’ families or friends.

Can an item become out of stock or unavailable after I place my order?

Yes. If an item becomes out of stock or unavailable after the order is placed, Access Securepak will increase the quantities of items already ordered to use the funds from the unavailable items or issue a refund. This will depend on when the out of stock or unavailable item is expected to arrive at Access Securepak.

What forms of payment do you accept?

We accept VISA, MasterCard and Discover credit/debit cards; prepaid cards (that have a verifiable United States address). When paying by credit card, include the card number, expiration date, card verification number (three-digit number on back), and card holder’s name, address and telephone number. Credit/debit and prepaid cards will be charged on the day the order is placed. Refunds or credits will be applied to the original card used. Allow additional time for refunds/credits on prepaid cards.

My prepaid credit card does not have a billing address—can I use it on this site?

Because our site always validates a billing address, you must first contact the prepaid credit card company to register a billing address for the card.

How do I report a discrepancy with the order (missing item, wrong product)?

The contents of the package will be validated in the presence of facility staff. If a discrepancy is found, the facility staff will verify it and send appropriate paperwork to Access Securepak. Depending on facility policy, we will issue a refund or replace the item(s) at no charge to resolve the discrepancy. All discrepancies must be reported from the facility; we cannot honor reports of discrepancies from inmates’ families or friends. Please allow 3-4 weeks for discrepancies to be resolved.