Rules & Regulations

Rules and Regulations
 
As an approved vendor, we are mandated to follow the rules and regulations set forth by the State of New York Department of Corrections.
All allowable items are included in the shopping pages based on your selection of correctional facility.  If you have any questions about ordering, please contact us by clicking here 
Important New York Monthly Package Regulations:
 
Weight Limit:  Inmates are allowed 2 Monthly Packages per month with a combined weight limit of 35 pounds which equals to 560 ounces or  15875.73 grams.  Our calculations allow you to purchase  15875.73 grams of product which allows for 30 ounces of packaging.
 
Important New York Yearly Package Regulations:
 
Weight Limit:  Inmates are allowed 2 Yearly Food Packages per year. Each package will have a weight limit of 20 pounds which equals to 9071.8 grams. Our calculations allow you to purchase 9065 grams of product which allows for 5 grams of packaging.
 
LOSS OF PACKAGE:  Inmates with “Loss of Package Privileges” cannot order any packages until package privileges are returned to the inmate.  Loss of package privileges includes monthly packages.  Please be certain to contact the facility prior to placing an order. 
 
SPECIAL HOUSING UNIT (SHU):  Inmates assigned to Special Housing Units can not receive any packages until after the first 5 days of a “loss of packages” disposition.  The inmate will be afforded package privileges in accordance with Directive #4933.  Package privileges for those assigned to the unit for condemned persons are restricted and limited by Directive #0054.    
 
RECEPTION:  Inmates in reception status will not be allowed to receive packages for 30 days from the date of reception. Orders placed for inmates that are in Reception/In Transit Status will be rejected by the correctional facility. **At this time the Inmate will not be eligible for visits. Please contact the facility or check the Inmate Look Up Directory to track your loved one's location. 
 
IN-TRANSIT:  Inmates will not be allowed to receive packages while “in-transit” (temporarily housed at another facility).
 
OTHER STATUSES:  Inmates housed in a shock incarceration facility, drug treatment campus, alcohol and substance abuse treatment, CASAT or work release facilities will not be allowed to receive packages unless authorized by the Deputy Commissioner for Correctional Facilities. 
 
Dollar Value:  There is currently no dollar value limit on a food care package however, there are restrictions on various items. Products that are greater than the value of $49.99 will not be permitted unless otherwise specified. Please review NYS DOCCS directive 4911 for details. 
 
Order Inquiries:  to inquire about an order, contact us at NYS Inmate Packages, Attention: Customer  Service, Hell Gate Station, P.O. Box 589, New York, NY 10029 or send us an e-mail at customercare@nysinmatepackages.com. 
 
Returns:  Please contact our Customer Service Department for assistance with any order returns at NYS Inmate Packages: Inmate Returns Department, Hell Gate Station, P.O. Box 589, New York, NY  10029 or send us an e-mail at customercare@nysinmatepackages.com.  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 are only covered by the manufacturer’s warranties.  Please check all of your items upon receipt.   If any of these items are found to be defective or damaged in shipping, you must return these goods within 14 days.  All original boxes and packing materials are required on any returned goods.  These goods will be repaired or replaced at no cost to you.  Returned items that are older than 14 days will not be processed.  All products must be returned to us directly from the facility.  If for any reason the inmate decides to send the package to a friend or family member, instead of back to NYS Inmate Packages, then that sale is final and no exchanges or refunds will be issued.  For security purposes, we cannot accept any product that has left the facility.  All merchandise that is non perishable (foods) that was ordered in error for any reason can be exchanged however, the customer is responsible for all additional shipping fees.  All exchanges must be received within 14 days of purchase.  Merchandise must be unused and in original packaging.  Any returned merchandise that is used or not in original packaging will be returned to you.  NYS Inmate Packages is not responsible for refused items.  If an item is refused by the facility, that order will be returned to the original purchaser, additional shipping fees may apply. Please contact the facility prior to placing your order.  Shipping charges are nonrefundable.  
  
Payment Methods:  We can accept orders via this website, mail, fax or phone.  Payments can be made with Visa, MasterCard, Discover, personal check, money order or facility check.  You can make your selections on our website and pay with a credit card, or mail a check to our offices.  Orders will be shipped when payment has been received.  We only accept domestic money orders issued in the USA.
 
* We accept major credit / debit cards and Prepaid Cards with Visa/Mastercard logos.
 
Shipping:  All orders require 2 to 4 day security processing before it ships. Please keep this in mind when choosing your shipping method. Customers that purchase the expedited service; orders will still require the 2 to 4 day security processing. General shipping cost $5.99 and will arrive to the correctional facility within 7 to 10 business days. **Please note, at time we may run out of stock on a particular item; NYS Inmate packages may opt to delay shipping the package until the order is complete. This will safe guard your order from conflicts with some facilities that allow for ONLY 2 packages per month. When we opt to delay an order from shipping; customer care will notify the customer via email of the order status and anticipated timeline for shipping and delivery. Shipping is non-refundable. Should you require any assistance with our policies; please contact us.