Q: Why is my order on hold?
A: For North Carolina seasonal packages, all orders are held until the ordering period ends and shipped together to each of the facilities on a predetermined delivery schedule. This information will be updated with each seasonal program. Click Here should you have any questions regarding your order and need further assistance.
Q. How can I tell if my package has delivered to the facility?
A: All packages will be shipped at one time shortly following the ordering period and will be delivered on a predetermined delivery schedule after the ordering period ends. The institutions will distribute the packages accordingly, shortly after their arrival at the facility. You can find this information by e-mailing us at NCcustomerservice@unionsupplydirect.com and we will reply to you via e-mail within 24 hours.
Q. What are the delivery dates for the Summer program?
A: All packages will be delivered to the facilities by July 4th.
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: 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 refund to the person purchasing the order minus a $3.00 restocking fee. Shipping is not refundable.
Q: My inmate transferred – what will happen to my order?
A: If your loved one has transferred to a new location the facility will notify Enterprise and they will transfer the package on the weekly Enterprise truck. You package will arrive at the inmates new facility within 2 weeks of notification.
Q: How do I get my credit for shortages?
A: Please report shortages to our Customer Service Department by emailing us at NCcustomerservice@unionsupplydirect.com. Our Customer Service Department will then verify your claim against our system’s scanning and shipping records. Union Supply Group has the right to deny the claim if our records show the order was completed and shipped 100% accurate.
Q: How do I place an order?
A: You can place your order directly from this website
• To begin, you must enter the inmate's 7 digit identification number / OPUS number
• Select the correct facility where the inmate resides
• To ensure your package gets to your inmate, please be sure to pick the correct facility and gender.
• Make product selections and then go to checkout.
• We also accept orders via phone, fax and mail
Q: How do I know these items are acceptable at the facility?
A: We have taken the guess work out of shopping for you. All items offered in this program have been approved by the North Carolina Department of Public Safety, Division of Adult Correction so you can shop with the assurance that everything we make available has been pre-approved.
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 North Carolina Department of Correction website. You can then review a map of the state which may help you confirm the correct facility. http://www.doc.state.nc.us/
Q: What if items in my order are out of stock?
A: 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 for any items we were unable to include.
Q: Do you make substitutions?
A: We will only make substitutions if you approve us to do so. If you approve substitutions, we will substitute with an item of equal or greater value. If placing an order from the web, during registration, if you would like for us to substitute items, please check the box which states you agree to have substitute items sent.
Q: What if something in the order is broken or defective?
A: If there is a problem with your order or something is broken or defective upon delivery, please contact our customer service department at NCcustomerservice@unionsupplydirect.com so that it can be resolved.
Q: Is there a toll-free number available to call?
A: Yes, you can contact customer service toll-free at (877)765-7011
LIVE CHAT Q&A
Q: What is Live Chat?
A: Live Chat is a feature provided to our customers to ask any quick questions concerning the status of your order(s), availability of items, weight limitations, and any other questions.
Q: How do I use Live Chat?
A: Simply click on our (light blue) “NEW LIVE CHAT” tab on the top of our home page. Enter a nickname you wish to be displayed to our web chat representative, followed by your email address (Please use a valid email address to receive a copy of your “Chat Summary” at the end of your chat session) and the topic for the chat. Click on the message logo and a representative will be available shortly after.
Q: Can I place an order via chat?
A: Unfortunately due to security reasons, we are not able to take orders via chat. In order to place an order you will have to place it via web or over the phone with a representative.
Q: Can I cancel an order via chat?
A: In order to cancel your order you will have to call our Customer Service Department and cancel your order with a representative over the phone.
Q. Can I use Live Chat on my phone?
A. Yes, our Live Chat feature is also available on all mobile devices. You can chat with us by using your cell phone, tablet, laptop, and desktop computers.
Q. What time is Live Chat available?
A. Our live chat hours of operation are the same as our Customer Service Department hours, Monday-Friday 5am-8pm (PST) and Saturday 7am-1pm (PST).
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