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I am new to ordering online, do you have step-by-step instructions?
Yes, please Click Here and view or print out the step-by-step instructions to place an order online with iCare.

General FAQs

Account FAQs - Questions about your iCare account.  Covers the Login, Create a New Account, Forgot Password, and Locked Out screens.

Checkout FAQs - Questions about the Checkout process.


My pre-paid credit card does not have a billing address. Can I use it on this site?
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.
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What forms of payment can I use?
We accept Visa and Mastercard.
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How many iCare packages can I send?
You will be able to purchase one (1) iCare Package per order.  If you need to purchase more than one gift package, you will need to place multiple orders.  The amount of iCare Packages allowed to an inmate per week varies based upon the guidelines of the facility.  At minimum, an inmate is allowed to receive one iCare Package per week.  Please contact the facility if you have questions about the specific number of iCare Packages allowed to be sent in one week.
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How do I know the items in the iCare packages are permitted in the facility?
All products depicted (in images and text) are subject to change or substitution. The images associated with your order are only a representation of what is available. The descriptions are subject to substitution based on limitations placed on the recipient. Because of availability and the ability to obtain different products in different regions of the country, it may be necessary to substitute different product(s) of the same kind. All products are of equal or greater value.
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When will my iCare Package be delivered?
We make every attempt to deliver your order on the next scheduled delivery day according to the facilities permitted delivery times. Due to different schedules at different Correctional Facilities, delivery times can be affected. Some Facilities allow multiple delivery’s during a given time period and others allow only once a week delivery. For example: If a facilities delivery day is Tuesday and a delivery is placed the day after the facilities normal delivery day the order will be delivered the next available delivery day. That would be the following Tuesday week later. Please review the Terms and Conditions for our refund and delivery policy.

Punishment restriction
- Please note that if the recipient is on a punishment restriction, the basket will be held for delivery until the punishment restriction is removed.

Medical restriction – Please note that if the recipient has a medical restriction, the basket must be picked up at the commissary by the person who placed the order. We are not permitted to deliver some of the baskets to recipients who are on medical restriction.


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How does the Fresh Favorites program work?
The Fresh Favorites program provides family and friends the opportunity to offer a loved one a taste of home with high quality entrees delivered on a scheduled basis.  From Pizza and Buffalo Wings to Cheeseburgers and Nachos, you can upgrade a typical meal with a Fresh Favorites meal for an everyday low price. 

Each inmate may receive one Fresh Favorites Meal per scheduled Fresh Favorites delivery.  Deliveries typically occur once a week but vary by location.  If you order more than one item please note the facility will determine the order in which the individual Fresh Favorites items are received.  

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How do I place an order?

  • Login.  If you do not yet have a login, click the Login/Create Account button  (upper left hand side of the website) then click “Create new account” link.  Set up a new account using the email address & password of your choice.

  • If you have not already, add the name and billing address of the credit card under “My Account” “Manage Addresses.” 

  • Select what you would like to purchase and add it to your cart. Continue to follow the directions on each page of the checkout process.

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Is this site secure? How do I know my personal information will be safe?
This site is secure; all your personal information is transferred over the internet using 128-bit encryption.

Three things to look for while you are shopping online:

  1. "Locks" If you are using the Internet Explorer or FireFox web browser there should be a golden lock in the bottom left of your browser window. If you double-click on the lock it shows you our security certificate information; www.campusdish.com, ARAMARK Corporation, verified by VeriSign, Inc. VeriSign is a well known security validation certificate company. You can visit their website here: http://www.verisign.com/ Always make sure the certificate is not expired! The web page address, also known as URL or LINK, should include HTTPS instead of the normal HTTP beginning of the web address. For example; the login page is https://www.icaredirect.com/en-US/CorWestern/MaderaCountyCommissary/login.aspx
  2. Color-changing address bars, available in Internet Explorer 7 and FireFox 3 web browsers. You will notice the address bar turns GREEN on our shopping pages.

Why do I have to create an account?
For you, and us, to be able to best track orders, and to be able to contact you in case of a question regarding your order we ask that you create an iCare account.
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How do I create an account?
Click the "Login/Create Account" button, and then on the login page click the "Create a new account" link.
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Why can't I create an account?
Error: Email addresses must be in the proper format: user@domain.com
The email was not entered properly, please re-enter the email.

Error: passwords must contain at least 7 characters.
The password is not long enough.

Error: passwords should contain at least one character from the following sets: [a-Z,a-z] , [0-9].
The password needs to contain at least one letter (capital or lowercase) and one number so that the password is secure.

Error: password verification does not match your initial password.
The password entered in the "verify password" field does not match the password you entered in the "password" field. The two field must contain the same password, which will then be used as the password for future access to the account.

Error: passwords must not contain a substring of the email address.
The password can not use any part of the email address so that the password is secure.

Error: The following fields are either invalid or they are not complete: [First Name,Last Name]. please provide valid input.
Required fields (listed in the brackets) were left blank.

Error: The username and/or password supplied already exists.
That email (username) is already an account on the system. please use forgot password to reset your password (it will be emailed to you).
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I forgot my password, what do I do now?
Click the "Login/Create Account" button, and then on the login page click the "Forgot Password" link. On the following page enter your email address to have a new password emailed to you. Please check you spam or junk mail folders if you have not received your new password in 15 minutes.
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My account is locked, how do I unlock it?
Click the "Login/Create Account" button, and then on the login page click the "Forgot Password" link. On the following page enter your email address to have a new password emailed to you. This will also unlock your account. Please check you spam or junk mail folders if you have not received your new password in 15 minutes.
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Why am I getting an error on the payment page?

  • Is the address you selected as the billing address the same as the credit card's billing address?   
  • Is the expiration date on the front of your credit card valid?
  • Is the CVV code from the back of your credit card entered correctly?
  • Have you checked the available balance on the credit card?

How can I track my order?
To see the status of any order you placed login, and go to “My Account” and then "Order History". On the Order History page you can view any of your previous orders by clicking on the order number.
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My connection timed out, or I saw an error when I was finishing checkout (on the payment page). How do I know if I placed the order successfully?
Login with the same account you were using the originally place the order.

View your shopping cart. If the product is no longer in your cart you could have completed the order successfully. Check the "My Account-->Order History" area. This area stores a copy of all the orders you have placed (and their order status).

You may also check your email, we email a confirmation of each order placed to the email address that is your username. (Please make sure to check your Junk or Spam boxes as the emails may be held in there).

If you really want to be sure you can check with your bank or credit card provider. We charge your credit card at the time the order is placed, so your bank or credit card provider should have held, or 'pended the sale', based on our request, from your total available balance. Although we request the money from your bank or credit card provider as soon as you place the order, the bank or credit card processor may take a few days to clear it and post it to your account.
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Q: I forgot my password, what do I do now?
A: Click the “Login” button, and then on the login page click the “Forgot Password” link. On the following page enter your email address to have a new password emailed to you. Please check you spam or junk mail folders if you have not received your new password in 15 minutes.

Q: My account is locked, how do I unlock it?
A: Click the “Login” button, and then on the login page click the “Forgot Password” link. On the following page enter your email address to have a new password emailed to you. This will also unlock your account. Please check you spam or junk mail folders if you have not received your new password in 15 minutes.

Q: Why am I getting an error on the payment page?
A:
  • Is the address you selected as the billing address the same as the credit card’s billing address?
  • Is the expiration date correct, and not in the past?
  • Is the CVV code from the back of your card correct?
  • Do you have enough available balance on your card?

Q: When will my iCare Package be delivered?

A: We make every attempt to deliver your order on the next scheduled delivery day according to the facilities permitted delivery times. Due to different schedules at different Correctional Facilities, delivery times can be affected. Some Facilities allow multiple delivery’s during a given time period and others allow only once a week delivery. For example: If a facilities delivery day is Tuesday and a delivery is placed the day after the facilities normal delivery day the order will be delivered the next available delivery day. That would be the following Tuesday a week later. If an order is placed and the person it was ordered for is no longer at the facility the order will be discarded. There are no refunds.

Punishment restriction - Please note that if the recipient is on a punishment restriction, the basket will be held for delivery until the punishment restriction is removed.

 

Medical restriction – Please note that if the recipient has a medical restriction, the basket must be picked up at the commissary by the person who placed the order.  We are not permitted to deliver some of the baskets to recipients who are on medical restriction.


Q: How can I track my order?
A: To see the status of any order you placed login, and go to “My Account” and then "Order History". On the Order History page you can view any of your previous orders by clicking on the order number.

Q. My connection timed out, or I saw an error when I was finishing checkout (on the payment page). How do I know if I placed the order successfully?
A. Log in with the same account you were using the originally place the order.

View your shopping cart, if the product is no longer in your cart you could have completed the order successfully. Check the "My Account" "Order History" area. This area stores a copy of all the orders you have placed (and their order status).

You may also check your email, we email a confirmation of each order placed to the email address that is your username. (Please make sure to check your Junk or Spam boxes as the emails may be held in there).

If you really want to be sure you can check with your bank or credit card provider. We charge your credit card at the time the order is placed, so your bank or credit card provider should have held, or 'pending sale', our request from your total available balance. Although we request the money from your bank or credit card provider as soon as you place the order the bank or credit card processor may take a few days to clear it and post it to your account.

As stated in the terms and conditions, there are no refunds.

 


Q: Why can't I create an account?
A:

Error: Email addresses must be in the proper format: user@domain.com
The email was not entered properly, please re-enter the email.

Error: Passwords must contain at least 7 characters.
The password is not long enough.

Error: Passwords should contain at least one character from the following sets: [A-Z,a-z] , [0-9].
The password needs to contain at least one letter (capital or lowercase) and one number so that the password is secure.

Error: Password verification does not match your initial password.
The password entered in the "verify password" field does not match the password you entered in the "password" field. The two field must contain the same password, which will then be used as the password for future access to the account.

Error: Passwords must not contain a substring of the email address.
The password can not use any part of the email address so that the password is secure.

Error: The following fields are either invalid or they are not complete: [First Name,Last Name]. Please provide valid input.
Required fields (listed in the brackets) were left blank.

Error: The username and/or password supplied already exists.
That email (username) is already an account on the system. Please use forgot password to reset your password (it will be emailed to you).