Refund Policy

Please contact our Customer Service Department for assistance with order returns or exchanges at NYS Inmate packages Attention: Inmate Returns Department, 153 East 110th Street, Box 589, New York, NY 10029, call toll or email to If a package is returned to us for any reason, we will contact the purchaser to determine a resolution. Used, abused or damaged items cannot be returned, exchanged or refunded. All items other than foods (perishables) are covered ONLY by the manufacturer’s warranty. If any item is defective or damaged as a result of shipping, you must return this item within 30 days of purchase; along with a receipt from the Correctional Facility outlining the damages. All original boxes (in resell condition) and packing materials are required for every returned item. Upon receipt your item will be reviewed and approved for processing. NYS Inmate reserves the right to approve or deny a returned item that does not meet the NEW/UNUSED conditions. Approved Returned items will be repaired or replaced at no cost to you. Returned items that are older than 30 days will not be processed for a refund or exchange but RETURNED to the ORIGINAL PURCHASER and/or the inmate will designate the proper party to return this item to. Returned or Exchanged Products MUST be returned directly from the Correctional Facility accompanied with the Facility Form outlining the product & issue. If for any reason the inmate decides to send the package to a friend or family member, instead of back to NYS Inmate, then that sale is final and no exchanges or refunds will be issued. For security purposes, we cannot accept any product returns that are not shipped directly from the correctional facility. NYS Inmate will not accept RETURNS of food items. Merchandise must be unused and in original packaging. Any returned merchandise that is used or not in original packaging will be returned to the purchaser or Inmate designated party. NYS Inmate Packages is not responsible for refused items. Please ensure that the items you ordered are approved at your facility. Shipping charges are nonrefundable and may be additional for returned items.