Frequently Asked Questions

eCommerce FAQ’s

When will the gift pack I ordered be delivered?

When will the inmate receive the phone card that I ordered?

When will the money I deposited on the inmate’s account be available to them?

I received an message when checking out stating that my order was rejected due to invalid credit card information. What does this mean?

I input my address correctly, but was told that the order was rejected due to the address verification. How can this be?

The inmate I ordered for was released. Can I get a refund?

Can you tell me how much someone has on their account or how much phone time they have available?

I messed up on the order when I submitted it. Can you cancel it?


Q: When will the gift pack I ordered be delivered?
A: Gift packs are delivered Monday through Friday in the evening. For orders placed before 2 p.m. Monday through Friday, delivery is scheduled the same day. Gift Pack orders placed after 2 p.m. or on the weekend will be scheduled for delivery the next business day. However, delivery may be delayed due to unforeseen custody issues outside of our control.

Q: When will the inmate receive the phone card that I ordered?
A: We do not deliver physical phone cards. When phone time is purchased on the website, it goes into the inmate’s Securus account that can be accessed with an assigned PIN number. Phone time is available on the inmate’s account 15 minutes after the order is processed and approved.

Q: When will the money I deposited on the inmate’s account be available to them?
A: Money deposited to the inmate’s account is available the moment it is processed and approved.

Q: I received an message when checking out stating that my order was rejected due to invalid credit card information. What does this mean?
A: This could mean various things. It could be that there was not enough funds on the card to fulfill the order, the billing address and/or zip code did not match the one listed for the credit card, the security code on the back of the card did not match, etc.

Q: I input my address correctly, but was told that the order was rejected due to the address verification. How can this be?
A: Orders must have the correct billing address in order for it to go through. The billing address must match the address that is associated with the credit card. Also, if the billing address is a P.O. Box, the number will need to be entered first (i.e. P.O. Box 5555 would need to be entered in as 5555 P.O. Box).

Q: The inmate I ordered for was released. Can I get a refund?
A: Gift Packs that are not delivered to an inmate will be refunded back to the credit card. Phone time and Money Deposits are considered gifts to the inmate and cannot be refunded back to the credit card. The inmate can get a refund of any unused phone time by writing to Securus. They can also get a refund of any money on their account when they are released. The service charge, however, is non-refundable and cannot be refunded for any reason.

Q: Can you tell me how much someone has on their account or how much phone time they have available?
A: Unfortunately, we are not permitted to give out that information to anyone but the inmate themselves as it is confidential information.

Q: I messed up on the order when I submitted it. Can you cancel it?
A: Once an order has been processed, we are unable to cancel it. We would be able to refund any undelivered gift packs, but the service charge is still non-refundable. Money Deposits and Phone Time cannot be refunded for any reason.