SHIPPING AND RETURNS
Return Policy
CarePak stands behind the quality of our products and we hope that you are delighted with your purchase. However, if you are not satisfied with your order, we offer a straightforward return process. If you have changed your mind about a product or if there is an issue with the items you received, please contact our customer service team to initiate the return process. We want to ensure that you can shop with confidence and have a positive experience with CarePak.
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SHIPPING POLICIES
To ensure your items arrive fresh and in optimal condition, NYS CAREPAK takes pride in providing the highest quality shipping service to our customers.
Shipping Schedule
To maintain freshness and prevent packages from sitting in facility package rooms over weekends or extended periods, orders are shipped Monday, Tuesday, and Wednesday only.
In select cases, orders may also be shipped on Thursdays to specific facilities in order to ensure timely delivery while maintaining product quality.
Thursday Shipping – Select Facilities
Fishkill Correctional Facility
Greene Correctional Facility
Otisville Correctional Facility
Great Meadow Correctional Facility
Wallkill Correctional Facility
Washington Correctional Facility
Green Haven Correctional Facility
Marcy Correctional Facility
Shawangunk Correctional Facility
Mohawk Correctional Facility
Woodbourne Correctional Facility
Sing Sing Correctional Facility
Eastern Correctional Facility
Bedford Hills Correctional Facility
Coxsackie Correctional Facility
Taconic Correctional Facility
Please note that during major holidays, shipping schedules may be affected. However, we strive to process and ship all eligible orders within 1–2 business days of receipt.
NYSDOCCS Compliance
All items included in your order fully comply with NYSDOCCS Directive #4911A, ensuring that every product meets required facility standards. If an item must be refused or disposed of, an Authorization of Disposal Form must be obtained from the package room and signed by an officer in order to receive any credit for returned perishable items.
Customer Care & Issue Resolution
If you experience any issues with your package or items, we strongly encourage you to contact our Customer Care Team first. Our team is trained to resolve concerns quickly and efficiently. Please allow us the opportunity to assist you before escalating the issue to the facility package room.
Tracking & Weight Guidelines
When your order is fulfilled and shipped, you will receive a tracking number to monitor your package and confirm delivery.
• Food items are calculated by weight, with a maximum limit of 40 lbs per package
• Non-food items do not count toward the 40 lb food package weight limit
• Clothing and non-food items must still be included in the total shipment weight
Packaging & Freshness
All packages are shipped using insulated packaging and cooling methods to preserve freshness and maintain product quality throughout transit. We are committed to delivering your order in the best possible condition.
Delivery Policy
CarePak is committed to ensuring the timely delivery of all orders. We offer various shipping methods to suit your needs and ensure that your package is handled with care throughout the delivery process. Our shipping costs are calculated based on the weight of your order and the delivery address. We strive to provide transparent and affordable shipping rates to all our customers.
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PLACING ORDERS
At NYS CAREPAK, we understand how important it is for incarcerated individuals and their loved ones to have a simple, reliable, and stress-free ordering process. That’s why we offer multiple convenient ways to place an order:
Ways to Place an Order
1. Mail-In Orders (Incarcerated Individuals)
Incarcerated individuals may complete the attached order form or submit a copy using the facility’s disbursement form. This helps ensure all required information is provided accurately and efficiently.
2. Phone Orders (Family & Loved Ones)
For personalized assistance, family members or loved ones may place an order by calling us directly at (347) 231-3064. Our friendly and knowledgeable customer service team is happy to help.
3. Online Orders
For added convenience, orders can be placed online at www.NYSCAREPAK.com. Browse our wide selection of approved items and complete your order quickly and securely.
4. Prepaid Accounts
Customers may open a prepaid account, allowing orders to be placed without immediate payment. Any unused balance is fully refundable, making this a convenient option for frequent customers.
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Order Accuracy & Adjustments
We understand that errors can occasionally occur. If there are any discrepancies related to shipping costs, pricing, or order subtotals, NYS CAREPAK reserves the right to make the necessary adjustments to ensure the correct amount is charged. Customers will be notified when applicable.
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Pricing, Weight & Product Information
Please note:
• Prices, packaging, and product weights may change due to manufacturer updates or production variations.
• NYS CAREPAK is not responsible for manufacturer changes to product weight, price, packaging, or descriptions.
• While we make every effort to keep all information accurate and up to date, NYS CAREPAK cannot be held liable for calculation errors resulting from such changes.
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At NYS CAREPAK, your satisfaction is our priority. We are committed to providing fast, reliable service and a smooth ordering experience every step of the way.
Choose the ordering method that works best for you — and let us take care of the rest.