FAQ
 
 
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.
 
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: All orders will be shipped by Indiana Correctional Industries with the facility's normal commissary deliveries, either weekly or every two weeks. Once the orders deliver the facility will distribute the orders in accordance with their commissary distribution policy. Once you place the order please allow up to three weeks for your loved one to receive their order. Please see the delivery schedule below:
 
Facility Housing Units Frequency Commissary Orders are Delivered to the Prison Delivery Day of the Week
Branchville Correctional Facility All Weekly Friday
Chain O'Lakes Correctional Facility All Every Other Week Tuesday
Correctional Industrial Facility All Every Other Week Friday
Edinburgh Correctional Facility All Weekly Wednesday
Heritage Trail Correctional Facility All Weekly Thursday
Indiana State Prison All Weekly Wednesday
Indiana Women's Prison All Weekly Friday
Logansport Correctional Unit All Every Other Week Monday
Madison Correctional Facility All Weekly Tuesday
Miami Correctional Facility AHU, BHU, CHU, DHU, EHU, FHU, MHU Every Other Week Thursday
Miami Correctional Facility GHU, HHU, IHU, JHU, KHU, LHU, NHU, PHU Every Other Week Thursday
New Castle Correctional Facility A, B, C, L Every Other Week Friday
New Castle Correctional Facility D, E, F Every Other Week Tuesday
New Castle Correctional Facility IN, J, K, MH Every Other Week Friday
New Castle Correctional Facility G, H, I Every Other Week Tuesday
New Castle Correctional Facility - Annex O Every Other Week Friday
New Castle Correctional Facility - Annex M Every Other Week Friday
Pendleton Correctional Facility All Every Other Week Friday
Plainfield Correctional Facility All Weekly Wednesday
Putnamville Correctional Facility All Weekly Monday
Rockville Correctional Center All Weekly Monday
South Bend Community Re-Entry Center All Every Other Week Thursday
Wabash Valley Correctional Facility All Weekly Monday
Westville Correctional Facility B1, B2, C1, C2, D1, D2, E1, E2 Every Other Week Thursday
Westville Correctional Facility 1, 3, 4, 5A, 5B, 6, 6C, 7, 8 Every Other Week Thursday
Westville Correctional Facility N1, N2, O1, O2, P1, P2 Every Other Week Tuesday
Westville Correctional Facility RB, R1, R2, R3, A2, A3, A4 Every Other Week Tuesday
 
***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:  Incarcerated individual 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 your Food and Hygiene Enhanced Commissary Order arrive mixed together in the same bag and be refused because of our error, we will correct the problem and reship the order to the incarcerated individual 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: My order was refused at the facility because my Food and Hygiene Enhanced Commissary Order was shipped together in the same bag?
A: Should the order(s) be refused because of our error, we will correct the problem and reship the order to the incarcerated individual 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 incarcerated individual's facility location, , we have included a helpful link to the Indiana Department of Correction Incarcerated Individual Search: https://www.in.gov/apps/indcorrection/ofs/ofs
 
Q: My incarcerated individual transferred – what will happen to my order?
A: We will work with the facility to transfer the order to the incarcerated individual's location.
  
Q: What happens if someone else already placed an order for an incarcerated individual?
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: How do I place an order?
A:  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 incarcerated individual's Indiana Identification number (IDC#)
     - Select the facility where the incarcerated individual 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 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 $7.95 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.