FAQ
 
Q. What prisons are you servicing for the Summer Package Program and Footwear Program?
A:
Union Supply was only awarded by North Carolina Department of Correction to supply packages to the NCDAD Prisons statewide.
  
Q:  When will my loved one receive their order?
A:
Seasonal Food and Hygiene orders will deliver to facilities by August 19, 2024. All Footwear packages will deliver the month after the order was placed.
 
 
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.  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 North Carolina Seasonal Food and Hygiene 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.  All footwear packages will deliver the month after the order was placed. 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 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 individual 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 $5.00 restocking fee.  Shipping is not refundable.
 
 
Q: My incarcerated individual 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 individual's new facility within 3 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 individual's 7 digit identification number / OPUS number
     • Select the correct facility where the incarcerated individual resides
     • To ensure your package gets to your incarcerated individual, 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 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