Q: What are your processing fee charges?
A: There is a $6.00 processing fee on all orders.

Q: What is the weekly limit?
A: Each inmate is allowed to place one order of $30.00 per week.

Q: What forms of payment do you accept?
A: PAYMENT: We accept Credit/Debit cards with Visa/Mastercard/Discover logos. We also accept prepaid credit cards or cash advance cards, but if a refund/credit is due the process might be slightly longer than usual. When paying by credit card please be sure to include the credit card number, expiration date, card member's name, billing address and phone number.

Q: My pre-paid credit card does not have a billing address. Can I use it on this site?
A: You must first call, or visit the website, of the pre-paid credit card company to register a billing address for the credit card so that you can use it for online shopping sites that validate a billing address. Our site always validates a billing address.

Q: Why can’t I place an order for an inmate? 
A: Inmates may be restricted from receiving a package for various reasons. This could be due to a request from the facility or it could be because the inmate received an order that was later denied by the credit card cardholder for possible suspicious activity. In such a case, the inmate will no longer be able to receive orders. The inmate’s full order privileges can be reinstated if the full amount of the denied credit card transaction is paid in full.  For further assistance in this matter please call Securepak customer service at 1-800-546-6283.

Q: How do I place an order?
A: Website: riversidepackages.com
    Phone: 1-800-546-6283

Q: How do I check on an order?
A: Please call 1-800-546-6283 to check the status of your order. You can also send us an email at customerservice@securepak.net.

Q: How do I report a discrepancy with the order (item missing, wrong product, etc)?
A: The inmate will be given an opportunity to check the contents of the package in the presence of an employee from the facility. If there was an issue with the order, the employee would verify it and send the paperwork to Access Securepak®.  All discrepancies must be reported from the facility and we cannot honor any discrepancies reported from family members or friends of the inmate.

Q: What happens if the person I am sending my order to changes custody level and is no longer allowed a package?
A: If you place an order for an incarcerated family member or friend and his/her custody level changes while the order is being processed or shipped, the order will be returned to us. Once we receive the order back from the facility, we will issue a refund to you. There are no restocking fees.

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