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 incarcerated offender 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 incarcerated offender 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 incarcerated offender's 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 incarcerated offender's 7 digit identification number / OPUS number
• Select the correct facility where the incarcerated offender resides
• To ensure your package gets to your incarcerated offender, 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 incarcerated offender 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