Frequently Asked Questions
Q: What are your shipping rates?
A: As of January 1, 2017, if your merchandise total is:
$ 0.00 - $24.99 your shipping cost will be $ 8.00
$25.00 - $49.99 your shipping cost will be $ 12.00
$50.00 - $99.99 your shipping cost will be $ 15.00
$100.00 - $149.99 your shipping cost will be $18.00
$150 or more your shipping cost will be FREE.
Q: How do I begin purchasing for an inmate?
A: Simply select "Create an Account" from our homepage or if you already have an account, log in by clicking on "Account Log In". You can select an inmate by searching with the persons name, personal information or DIN. You must click on the grey DIN button on the left hand side in order to dedicate the shopping cart to that inmate and complete the order process. You will then be routed to our online catalog where you can immediately begin shopping.
Q: Are your items approved by all NYS facilities?
A: Our entire catalog is comprised of items that are listed as acceptable on the state directive for admissible items for prisoners in NYS Correctional Facilities; however this directive is consistently updated and we try our best to stay current with these changes. Also, every facility has the right to interpret this and modify it as they see fit. Our Smart Cart™ website automatically excludes items which are known ( to UpNorth Services USA LLC) to be refused by particular facilities.
Q: How will I know if the facility I want to send merchandise to will accept the products?
A: Shop with confidence! Our Smart Cart™ website automatically excludes items which are known to be refused by particular facilities. By selecting an inmate, it lets us know what facility the inmate is housed and if there is a product on our site (known to us ) that the facility does not allow, you will be alerted about this particular item.
Q: How long will it take for my order to ship and be received by the facility?
A: Most orders ship out of our facility the same day they are received when the order is received by 1:00 p.m. EST and all merchandise is in stock. Actual shipping time is dependant on the facility the order is going to, which can range from 4 to 7 business days.
Q: How will I know the weight of the food I am sending?
A: Our Smart Cart™ tallies the total weight of all food items added to your cart and will block any food items added once your cart has reached the monthly weight limit for the receiving facility.
Q: Can I have a paper catalog sent to an inmate?
A: Yes, simply email us at firstname.lastname@example.org, with the inmates name, DIN, and facility they are currently in and we will gladly mail them a catalog. You can also have a catalog mailed to a continental US address emailing this information to us as well.
Q: What are your payment methods?
A: We accept Visa, MasterCard, American Express, and Discover. We also accept paper methods of check or money order, however purchasing with a check or money order will delay the shipping of the merchandise until we receive them in the mail; checks will be deposited and held for ten business days to ensure sufficient funds. PLEASE NOTE: we no longer accept PayPal as a form of payment; we apologize for any inconvenience this may have caused however, we have found it to be an UNSAFE form of payment.
Q: Do you have sales or offer discounts?
A: Often we put certain items on sale which you can find in the specials section on the main page. We also send out coupons, via email marketing, offering discounts on specific categories or items, free shipping, etc. You must check your emails for these mailers as they are only sent to customers that have accounts and you will only receive the discount by entering the specific codes.
Q: What happens if I order something for an inmate and he/she is moved to another facility or has suspended privileges?
A: If an inmate has been moved after the order was placed, the merchandise is usually returned to us. We will notify you when this package is received and will make arrangements to reship at a discounted price.
Q: What are your policies on ordering and returns?
A: Please see our "Policy Document" on the info pages or by clicking the link.