Frequently Asked Questions

eCommerce FAQ’s

When will the gift pack I ordered be delivered?

When will the money I deposited on the incarcerated person’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 incarcerated person I ordered for was released. Can I get a refund?

Can you tell me how much someone has on their account?

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

I used to be able to purchase phone time on this website. Why is there no option to purchase phone time anymore?

I tried to place an order for an incarcerated person and it did not allow me to. It stated that they were restricted from receiving website orders. Why are they restricted and is there a way for me to still purchase the items for them?

I placed an order and I received an email stating it had been placed on hold. What does that mean?


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 money I deposited on the incarcerated person’s account be available to them?
A: Money deposited to the incarcerated person’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 incarcerated person I ordered for was released. Can I get a refund?
A: Gift Packs that are not delivered to an incarcerated person will be refunded back to the credit card. Money Deposits are considered gifts to the incarcerated person and cannot be refunded back to the credit card. The incarcerated person 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?
A: Unfortunately, we are not permitted to give out that information to anyone but the incarcerated person 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 cannot be refunded for any reason.

Q: I used to be able to purchase phone time on this website. Why is there no option to purchase phone time anymore?
A: Beginning, July 1, 2021, all phone calls from San Diego County Sheriff's Department Jails were made to be free. We no longer offer phone time to purchase. You can find more information at https://www.sdsheriff.gov/bureaus/detention-services-bureau/telephones .

Q: I tried to place an order for an incarcerated person and it did not allow me to. It stated that they were restricted from receiving website orders. Why are they restricted and is there a way for me to still purchase the items for them?
A: Incarcerated people can be restricted from receiving website orders for various reasons. This restriction is permanent and rolls over to other booking numbers if they are rebooked. Customers can still place orders for restricted incarcerated people by following the instructions listed in the restriction message. The customer must be on the incarcerated person's visitors log and all information input must match what is in the log.

Q: I placed an order and I received an email stating it had been placed on hold. What does that mean?
A: Orders can be placed on hold for various reasons including, but not limited to, upcoming release dates and total dollar amounts. You may receive a phone call for verification of the order. If we are unable to reach you, the order will be cancelled and refunded.