FREQUENTLY ASKED QUESTIONS
Contact Us           FAQ            Ordering Guidelines/Customer Service         877-358-8696

Q:  What are your shipping and handling charges?

A:  You receive FREE shipping and handling on all orders.

Q:  How do I know what is allowed to be shipped in the quarterly package to avoid sending items that are not approved by the correctional facility?

A:  A Jenny Package Representative works directly with the R&R Sgt. to determine what products are allowed at the facility.  All items listed on the website under the specified institution have been pre-approved by the administration at each facility.  Therefore, the risk of sending unapproved items has been significantly reduced.

Q:  What happens if I order an item and it is out of stock or discontinued?

A:  A Jenny Package Representative will contact you to revise the order, as we cannot automatically substitute items.

Q:  What happens if my order exceeds the 30 lb. weight limit?

A:  In the event your order exceeds the 30 lb. weight limit, a Jenny Package Representative will arbitrarily remove items until your order reaches the maximum weight limit.  We will do our best to maximize your order.

Q:  What happens if the person I am sending my order to changes privilege groups and/or is moved and can no longer receive a package?

A. If you place an order for a family member or friend and his/her privilege group changes or he/she is moved while the order is being processed or shipped we will pay to have the order returned from the facility.  Once we receive the order back, we will issue a refund to you minus a restocking fee of not more than 35% of the order total but not less than $15.00. 

Q:  What happens if more than one person orders a package for an inmate?

A.  California Department of Corrections only allows one package per quarter.  If an additional order is received for an inmate that has already received a package within the quarter the package will be returned and we will issue a refund to you minus a restocking fee of not more than 35% of the order total but not less than $15.00. 

Q:  What if something is broken, damaged or missing from my order?

A:  If something is broken, damaged or missing we will replace it free of charge.  We simple require confirmation from the facility’s Receiving and Release Department.

Q:  What forms of payment do you accept?

A:  By phone, fax, or Internet, we accept VISA, MasterCard and Discover.  By mail we accept Postal money orders, certified cashier’s checks or institution checks.

Q:  How do I check on an order?

A:  Please call 1-877-358-8696; write to us at Jenny Quarterly Package, PO Box 3323, Sparks, NV 89431; or email us at info@jennypackage.com.

Q:  How do I track an order?

A:  You will receive a shipping confirmation number within 24 hours of placing your order with the exception of the major holidays and weekends.  Any orders placed late on a Friday, on the weekend or on major holidays, will receive a shipping confirmation number within 48 hours.  You can track your order with the shipping confirmation number.  Please be aware that the shipping confirmation number is different than your order confirmation number.

Q:  What happens if the institution is on lock down?

A:  We are in constant contact with Receiving and Release Departments at each facility.  In most cases the facility will alert us to any lock downs that prevent them from receiving packages.  In this situation your package will not be shipped from our warehouse until we are notified by the facility that it is alright to send orders again.

If for whatever reason your package has already been shipped and is refused by the facility due to a lockdown, we will pay for its’ return to our warehouse.  Under these circumstances you will be given two options: 

1)       We can hold the package and reship it when the facility comes off of lockdown with a $25.00 reshipping fee or

2)       We can issue a refund minus a restocking fee of not more than 35% of the order total but not less than $15.00. 

Q:  Will the product be delivered to the institution in its original retail packaging or will it be poured into a clear baggie?

A:  Jenny Quarterly Package Service  sells solely to the correctional market and offers the largest selection of food and beverage items and person care products in packaging approved by the State of California DOC.  All of these items are manufactured with quality materials and are delivered to the institutions without being opened or altered.  Therefore, the customer is guaranteed to receive the product they ordered in its’ original packaging.