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Refund Policy

Refund Policy

Wilson Care Package (formerly Wilson Inmate Package Program), offers a 30 day refund policy with a 40% restocking fee for orders that are delayed but scheduled to ship. All orders purchased within a 30 day period are eligible for refund and the restocking fee is non negotiable. All refunds are processed within 15days of rquest. Refunds will be credited to the credit card used for original payment. We can not place a refund on a credit card other than the one used to make your purchase. Returns that are received after the 30 day period, will be issued a merchandise credit for the current advertised price on our website. Food products are perishable and not refundable. Once your refund is processed; you will receive notification via email and or snail mail. 

Wilson Care Package (formerly Wilson Inmate Package Program), sells and ships all brand new products. It's our policy that all returned merchandise MUST be shipped directly from the correctional facility. All items MUST be NEW and in the original condition it was received. WE DO NOT accept merchandise returns from families or 3rd parties. If received, the merchandise will be held and the sender will be notified by email if contact details are available. WE DO NOT ACCEPT FOOD PRODUCTS FOR RETURN. IF AN ORDER IS RETURNED BY THE FACILITY THAT INCLUDES FOOD ITEMS, THOSE ITEMS WILL BE DISCARDED AND NOT CREDITED TO YOUR ACCOUNT. PLEASE CONTACT THE FACILITY PRIOR TO PLACING YOUR ORDER. WE ARE NOT RESPONSIBLE FOR FOOD PURCHASES THAT DO NOT MEET THE FACILITIES REQUIREMENTS.

All returned merchandise must be shipped directly from the Correctional Facility. The return must include proof of purchase and proof of merchandise receipt and Rejection form 1755. If these items are not accompanied with your returned merchandise, this will delay the processing of your refund. Please click link to review the form : http://www.doccs.ny.gov/directives/Frm1755.pdf.

Sale items (if applicable)
Only regular priced items may be refunded, unfortunately sale items cannot be refunded.

Exchanges (if applicable)
Wilson Inmate Package Program reserves the right to deny any item that does not meet the new unused criteria for exchanges. We only replace NEW/Unused products if they are defective or damaged. Accepted products will be exchanges for new same models unless this product was discontinued by the manufacturer.  Please contact us via email by clicking the CONTACT US link on our website. This email will be forward to Customer Service for immediate attention. All exchanges must be forwarded directly from the facility. If an inmate number has been affixed to the product; we will not accept it.  Please forward all exchanges to:  Wilson Care Package (Wilson Inmate Package Program), 1178 Broadway, 3rd Fl Suite 1214 ,New York, NY 10001.

Shipping:

Thank you for shopping with us. Please note, due to the new policy changes we are experiencing shipping delays. We are doing our best to get orders out in a timely manner however, we will ship orders that are 95% complete and closest to the desired shipping weight. Timeline for shipping when not delayed is 3-5 business days. When delayed shipping can take anywhere 7-14 business days. Shipping does not work on Fridays; orders that do not ship out on Thursday will be held until the following Monday. Wilson's reserves the right to hold an order to the next business day to ensure the freshness of the order. We guarantee all orders and products are shipped fresh and can withstand 4 days in transit if every necessary.  

Fresh Foods: (Produce & Fully Cooked Meats): are not held in our warehouse. We place orders for these items which are delivered daily Monday-Thursday of the following week. Once these items are delivered; they're shipped out same day to ensure freshness. If we find that an order is missing more than 3 of the fresh products, that order will be held over to the next shipping cycle. 

Substitutions and Refund Request: Orders that allow for substitutions are shipped much faster than those that opt to refund the for the missing items. By allowing us the flexibility of providing an alternative for the original item, we can then continue to process this order and ship within the 5 day processing timeline. We substitute items for equal or greater value (the brand name my change or the product weight which is always increased). We encourage everyone to allow for substitutions to keep your shipping timeline in tact. 

Order Cancellations due to shipping delays or disciplinary actions will incur a 40% Restocking Fee. The Restocking Fee is Non-Negotiable. By law a NY State Business has 30-90 days to get an order shipped to the recipient. It is our policy to ship orders whenever all items are complete for that package. 

NYS DOCCS can issue the package within 1-14 days of receipt. Once Wilson Inmate Package Program Inc. ships the order and confirms receipt by the correctional facility; we are no longer liable for the package. Your order with us is complete. As a result of the new updates to NYS DOCCS directive 4911; inmates can receive 40bs monthly or three boxes per month. You will be notified via email once the refund is complete.

Shipping cost are the responsibility of the customer.  Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund. We charge a flat fee of $14.99 (orders under 21lbs)  and $19.99 (orders over 21lbs) to ship all orders. 

Please note, returned items that arrive at our facilities are processed every 14 days. Once your returned item is processed; you will be notified of receipt and timeline of your returned monies, exchange, and or concerns. 

Orders returned at no fault of the Company are not eligible for cash refund. Orders that are returned due to inmate disciplinary restrictions are not eligible for refund. The order will be shipped directly to the customer's address listed on file. The customer will be responsible for the cost for postage. Postage cost will be determined by weight via USPS Priority Mail. 

Should have any questions regarding our policies; please do not hesitate to contact us. Thank you for shopping with Wilson Package Program (formerly Wilson Inmate Package Program) for New York State Inmates & New York City County Jails.