Login

 
Cart

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: What forms of payment can I use?
A: We accept Visa and MasterCard
Q: How many iCare Packages can I send?

A: In each order you may order one type of basket, but you may change the quantity so that you are purchasing more than one of that one type of basket. If you wish to order multiple types of baskets, please place separate orders, each having only one type of basket. Make sure you complete your first order (get a receipt and order number) before beginning your second order.

Q: How do I know the items I send are permitted in the facility?
A: 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 county, it may be necessary to substitute different product(s) of the same kind. All products are of equal or greater value.
Q: How do I place an order?

A:

  • Login, If you do not yet have a login click the login button then click “create new account” using the email address & password of your choice.

  • If you have not already, add your credit card billing address under “My Account” “Manage Addresses.”
  • Select what you wish to purchase and add it to your cart. Continue to follow the directions on each page of the checkout process.
Q: How do I create an account?
A: Click the “Login” button, and then on the login page click the “create a new account” link.
Q: Why do I have to create an account?
A: 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.

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).