Wilson Inmate Package Program offers a 30 day refund policy. All orders purchased within a 30 day period are eligible for refund. All refunds are processed within 15days of receipt. 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.
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 Inmate Package Program, 1178 Broadway, 3rd Fl Suite 1214 ,New York, NY 10001.
We ship packages weekly on Thursdays through USPS and UPS courier services. Our packages arrive at the facilities within 3 business days of shipping. 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 35lbs monthly or two monthly packages. If one or more items are temporarily out of stock; we will substitute the item for a product of high quality, equal or greater value. If a substitute is unavailable we will refund that item. This pertain to food products and sometimes underwear. Ex. Fruit of the Loom may be substituted for Hanes; Delmonte Fruit Cups for Dole Fruit Cups. If the substitute is not available, the customer will be refunded for the item. 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 $9.99 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 Inmate Package Program for New York State Inmates & New York City County Jails.