FAQ
 
INELIGIBLE OFFENDERS: Offenders located in Restrictive Housing and at the Reception Diagnostic Center (RDC) are not eligible to receive orders.
 
Please inform your loved one that you have placed an order for them so they know they must pick it up with their normal commissary.
 
Offenders located in New Castle Correctional Facility and New Castle Correctional Facility Annex must be conduct free for 6 months to receive Enhanced Commissary orders. If your loved one is not conduct free your order will be canceled and refunded. The New Castle facilities will only receive Enhanced Commissary orders once a month as designated by the facility commissary.

 

  
 
Q: How will I receive confirmation that my order was shipped?
A: If an e-mail address was provided, an email notification will be sent when your order is shipped.
 
Q: When will my order deliver to the facility?
A: Once your order ships please allow 1-3 weeks for the facility to receive the order and distribute it with your loved one’s normal commissary distribution.  Please see the commissary delivery schedule below.
 

 Facility Description

 Housing Units

Frequency Commissary orders are delivered to the prison

 Branchville Correctional Facility

 All

 Weekly

 Chain O' Lakes Correctional Facility

 All

 Every other week

 Correctional Industrial Facility

 All

 Every other week

 Edinburgh Correctional Facility

 All

 Weekly

 Heritage Trail Correctional Facility

 All

 Weekly

 Indiana State Prison

 All

 Every other week

 Indiana Women's Prison

 All

 Weekly

 Madison Correctional Facility

 All

 Weekly

 Miami Correctional Facility

 AHU, BHU, CHU, DHU, EHU, FHU, MHU

 Every other week

 New Castle Correctional Facility

 A, B, C, D, E, F, G, H, I, IN, J, K, L

 Once a Month

 New Castle Correctional Facility - Annex

 O, M

 Once a Month

 Miami Correctional Facility

 GHU, HHU, IHU, JHU, KHU, LHU, NHU, PHU

 Every other week

 Pendleton Correctional Facility

 All

 Every other week

 Plainfield Correctional Facility

 All

 Weekly

 Putnamville Correctional Facility

 All

 Weekly

 Rockville Correctional Center

 All

 Weekly

 South Bend Community Re-Entry Center

 All

 Every other week

 Wabash Valley Correctional Facility

 All

 Weekly

 Westville Correctional Facility

 B1, B2, C1, C2, D1, D2, E1, E2

 Every other week

 Westville Correctional Facility

 1, 3, 4, 5A, 5B, 6, 6C, 7, 8, 8C, 9, 10

 Every other week

 Westville Correctional Facility

 N1, N2, O1, O2, P1, P2

 Every other week

 Westville Correctional Facility

 RB, R1, R2, R3, A2, A3, A4

 Every other week

 
 
***Orders will be delivered according to the facility's commissary delivery schedule, delivery dates are subject to change ***
   
  
Q: Why is my order on hold?
A: There are various reasons why your order may be on hold. If have questions regarding your order, please email our Customer Service Department at customerservice@unionsupplydirect.com or you can call customer service at (562)361-5728.
  
Q: How do I report order discrepancies?
A: Offenders must report any missing or damaged products to a staff member at the time the order is received. All discrepancies should be noted on the order invoice. A staff member will verify all discrepancies and will send to Union Supply for resolution. 
    
Q: What happens if the order is refused at the facility?
A: Should the order(s) be refused because of our error, we will correct the problem and reship the order to the offender at no charge to you. Should the order be refused for some other reason, we will provide a full refund to the person purchasing the order. Shipping is not refundable.
  
Q: What if I don’t know the location of my loved one?
A: If you are not sure of an offenders facility location, , we have included a helpful link to the Indiana Department of Correction Offender Search: https://www.in.gov/apps/indcorrection/ofs/ofs
 
Q: My offender transferred – what will happen to my order?
A: We will work with the facility to transfer the order to the offenders location.
  
Q: What happens if someone else already placed an order for an offender?
A: Only one Food and Hygiene Enhanced Commissary order per quarter is allowed and One Property Enhanced Commissary order per month is allowed. Any Orders received after the first order has been shipped will not be processed. 
  
Q: Who is approved to order an Enhanced Commissary Order?
A: You must be on the offenders approved visitors list to place an order. 
  
Q: I am an approved visitor/buyer but I am still unable to place an order?
A: Please make sure you are using the exact name you provided to your loved one’s facility to become an approved visitor. When you submit your approval to the facility to become an approved visitor your information must be complete, including your address or you will not register as an approved buyer. 
  
Q: How do I place an order?
A: If you are on the offenders approved visitors list, then you can place your order directly from this website
     - To begin, please choose between a Food and Hygiene Order or Property Order
     - You must then enter the offender Indiana Identification number (IDC#)
     - Select the facility where the offender is located
     - Select the gender
     - Make product selections and then go to checkout
     - If payment is made by credit card, your order will be shipped according to the commissary delivery schedule
     - If you prefer to pay by check or money order, indicate that payment will be mailed and your order will be held and shipped as soon as payment is received according to the commissary delivery schedule
     - We also accept phone, mail and fax orders 
  
Q: How do I get added to an offender’s approved visitors list?
A: You must contact the offender’s facility and they will advise how to get added to an offender’s approved visitors list.
 
Q: How do I know that items are acceptable at the facility?
A: We have taken the guess work out of shopping for you. The only items presented on the shopping pages are already approved by the Indiana Department of Corrections, so you can shop with the assurance that everything we make available has been pre-approved. 
  
Q: What are the quantity limits?
A: Food & Hygiene Enhanced Commissary orders are limited to 5 items per Category. Please see the Category Limits Chart in the front of your Catalog.
A: Property Enhanced Commissary orders are limited to 1 item per Category (multi packs are considered one item). Please see the Category Limits Chart in the front of your Catalog.
 
Q: How much are shipping fees?
A: Shipping is $6.95 per order. Shipping fees are non-refundable.
  
Q: What is the maximum allowable weight of a Quarterly Food and Hygiene Enhanced Commissary Order?
A: Quarterly Food & Hygiene orders have a maximum weight limit of 30 pounds of product or 480 ounces. 
  
Q: What is the maximum allowable weight of a Monthly Property Enhanced Commissary Order?
A: There are no weight limits for Monthly Property Enhanced Commissary Orders, However, items have allowable purchase limits. Please see our Category Limits Chart in your Catalog.
 
Q: How do I calculate sales tax?
A: There is a 7% tax rate on all candy, hygiene and property items Our website will automatically calculate sales tax for you at checkout. If you are ordering by mail, please use our order form and will walk you through how to calculate sales tax.
 
Q: What if my order exceeds the weight limit or items are out of stock?
A: Ordering from the website will automatically calculate the weight of your total order so you can be confident that you are not ordering more than can be accepted in any one order. 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. If you have placed your order by mail and we find that it exceeds the weight limit, we will remove items until your order meets the weight limit and we will refund the price of any items removed from your order.
 
Q: Do you make substitutions?
A: Yes, substitutions are allowed on a case by case basis per Indiana DOC. We will only make substitutions if it is approved by Indiana DOC. If you do not want us to make substitutions on your order, please mark this at checkout.
 
Q: Why are some of my favorite brands not available?
A: We carry a broad selection of products that meet the stringent guidelines of the Indiana Department of Corrections. Many of your favorite brands may not be considered appropriate for use inside a correctional facility or may not meet the strict packaging requirements. Please let us know however if you have an item that you would like us to carry and we will do our best to accommodate your request.
  
Q: Is there a toll-free number available to call?
A: Yes, you can contact customer service toll-free at (855)247-1259.
 
  
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 8am-11pm (EST) and Saturday 10am-4pm (EST).