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Shipping & Returns

Shipping & Returns

Returns Policy

You may return most new, unopened items within 30 days of delivery for a full refund. It's must be received in their original packaging for ReSale. 

You should expect to receive your refund within four weeks of giving your package to the return shipper, however, in many cases you will receive a refund more quickly. This time period includes the transit time for us to receive your return from the shipper (5 to 10 business days), the time it takes us to process your return once we receive it (3 to 5 business days), and the time it takes your bank to process our refund request (5 to 10 business days).

If you need to return an item, please Contact Us with your order number and details about the product you would like to return. We will respond quickly with instructions for how to return items from your order.

Shipping

We ship to New York State Correctional Facilities ONLY. Note that there are restrictions and policies we must abide by throughout the packing, shipping and processing of orders. Also note, there are slight variances in Directive 4911 et al. & Facility Operating Procedures (better known as: F.O.P.). We must make known that allowable items varies per facility, e.g., one facility may allow black winter hats while another facility may not allow the black winter hat. We urge you consult with the person you are ordering for regarding their F.O.P. We charge a flat-rate shipping cost of: $14.99 no matter the weight.

When you place an order, we will estimate shipping and delivery dates for you based on the availability of your items and the shipping options you choose. Depending on the facility your package is shipped to, it may take up to 7-10 business days for processing. Please note orders received are processed during business days ONLY (business day include Monday-Friday ONLY). If an order is received over the weekend, it will begin processing on the next business day  i.e, Monday.  When ordering fresh foods (meats & vegetables) these items are ordered and delivered to our facilities fresh for immediate shipping. This process can take anywhere from 3-7 business days, we receive our products from various distributors. Once all items are received then your order will ship. In some instances item(s) may be unavailable at the time of shipping, if we decide to move forward with shipping a Merchandise Food Credit will be issued for the unavailable item(s). The unavailable item(s) will be listed on the itemized invoice the facility receives with the ordered package. The purchaser will also receive a confirmation email within 3 days of shipping and receipt which will includes the invoice shipping notes, merchandise credit amount, and confirmation that the credit has been applied to their customer account. Wilson's is NOT RESPONSIBLE for MISSING ITEMS that are allocated as shipped.  We are required to issue an itemized invoice which list every item ordered and confirmed shipped. If any item is unavailable at the time of shipping; that information will be listed in the invoice comments section, outlining unavailable items, credit and/or refund information. In addition, all weight of boxes are confirmed and billed by UPS. This information is always available upon review of your shipping notifications via UPS. 

Perishable, Missing Items & Transit Times: Once an order ships your package is only in transit for no more than 1-2 business days. No shipper is perfect, UPS and FEDEX can experience delays however it's not common. We package all orders to ensure they may withstand transit of 3-5 days (this is generally never the case, orders arrive within the specified timeline. All orders are packed for optimal freshness, perishable foods is prepared and shipped same day of receipt. Wilson's is not responsible for any order once its received and sign for by the facility. We have no control over their issuance timeline. Wilson WILL NOT REISSUE merchandise (food, apparel, cosmetics, and etc.) that has perished  or disappeared as a result of loss, stolen, or damaged incidents. The recipient should follow facility procedures to file a claim regarding their order. Should an order become damaged in transit and we are notified by UPS or FEDEX; Wilson's will take responsibility and reissue those items. 

Facilities that require 2 day transit or if a facility that we are aware does not issue packages on Fridays, we will hold the order over the weekend to be shipped the following Monday and/or business day. This is to ensure the freshness of the perishable items. Orders placed for Wende, Attica, Albion, Great Meadow, Orleans, Wyoming, Groveland, and Collins take 2 business days to arrive at the facilities. Orders placed for the listed facilities will ship between Monday and Wednesday after processing. At the moment we do not offer overnight services; ethically Wilson's can not ensure that the order will arrive on-time or be issued by the facility within the expedited timeline. We have no interest in wasting your money. 

***During Extreme High Volume times as identified by the Company; orders may be delayed. We only ship according to the business day as outlined in this policy. Should a customer determine the timeline is too excessive and decides to cancel their order a mandatory 40% Restocking Fee will incur. The restocking fee is non negotiable and will not be waived for any reason.***

Cancellation & ReStocking Fees: Although we do our best to ship orders out within our specified timeline; delays may occur for many reasons. Wilson's does not process or ship orders according to anyone's personal timeline. (ex. order is placed 5 days prior to month end; we do not ship to meet the month end date. We ship according to order volume and placement within the outlined business days.).During high volume times as identified by the company we ship according to order placement and product availability. Should a customer choose to cancel their order a mandatory restocking fee of 40% will be applied to the refund amount. The deduction does not include taxes and shipping cost, those will be refunded as purchased. 

Our shipping schedule is Monday thru Thursday, most non perishables and apparel are shipped Thursdays. Shipping does not operate over the weekend. 

Prior to completing your purchase there is a REQUIRED check box you must check which confirms you accept All outlined terms. 

Please also note that the shipping rates subject to change where/we deem appropriate. In any event, you will be prompted to accept any changes or current shipping policy prior to checkout. We advise and strongly recommend you read and understand our shipping policy prior to purchase.