• To begin, please choose between a Quaterly Package or a Speical Purchase package
• You must then enter the inmate California Identification number (CDC#)
• Pick the correct facility where the inmate resides
• To ensure that your package gets to your inmate, be sure to pick the correct facility in which the inmate is located, gender and privilege group
• 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 do I know that items are acceptable at the facility?
A: We have taken the guess work out of shopping for you.  The only items presented on the shopping pages are already approved by the state and/or facility so you can shop with the assurance that everything we make available has been pre-approved.  Keep in mind that there are quantity limits on some items.  Item restrictions change daily and we do our best to keep these as current as possible.

Q:  How much will I be charged for shipping and handling?
A:  Shipping and handling is FREE on quarterly package internet orders over $125.00.  All other orders will be charged $5.00.

Q:  What is the maximum allowable weight of a Quarterly Package?
A:  Per the State of California regulations, quarterly packages have a maximum weight limit of 30 pounds or 480 ounces, which includes packaging material.  We can include 28 pounds of merchandise (450 ounces) and still meet the maximum 30 point weight limit.  If your order exceeds the 450 ounce weight limit a notification will appear on your shopping cart.  You must then remove items in order to meet the weight limit.

Q:  What is the cubic volume measure listed on the shopping cart page?
A:  In addition to the 30 pound weight limitation on each quarterly package, the State of California has a maximum box size requirement of 24” x 16” x 12”.  Although packages and items vary greatly, our shipping staff does their best to fill each box to capacity, however, if your order exceeds the estimated volume of the box, a warming will appear on the shopping cart page indicating that the volume of the items may not fit in the box.  Please feel free to call our customer service department toll free at (866)404-8989 should you have any questions regarding this facility policy.

Q:  How do I calculate sales tax?
A:  No sales tax calculations are necessary.  Some of the products are subject to sales tax but we have made your shopping more convenient by including sales tax in the price of these items.

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 California Correctional Facilities website.  You can then review a map of the state which may help you confirm the correct facility.  http://www.cdcr.ca.gov/Visitors/Facilities/index.html

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 any one package.  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:  Do you make substitutions?
A:  Due to the State of California regulations, we will only make substitutions if you approve us to do so.

Q: What if something in the order is broken or defective?
A:  If there is a problem with your order please contact our customer service department so that it can be resolved at no additional cost to you.  If something is missing we will simply require confirmation from the Receiving and Release Department to confirm that the order was not shipped complete. 

Q: Why are some of my favorite brands not available?
A: We carry a broad selection of products that meet the stringent guidelines of the California Department of Corrections.  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 someone else already placed an order for an inmate?
A: The facility regulations allow only one Quarterly package per quarter for inmates in Privilege Group A/B and one package per year for inmates in Privilege Group D.  Part of our service to you is verification that your selected inmate is eligible for a quarterly package.  Any order received after the first package has been shipping will not be processed.  There is no limit on the number of Special Purchase packages you can send.

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 and handling 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@californiainmatepackage.com and we will reply to you via e-mail within 24 hours or you can call our toll free customer service number (866)404-8989 and speak to a customer service representative who will provide you with up to date information on your package.