Terms & Conditions

Shipping Information

Orders ship within 48 hours of being received and processed, excluding weekends and major holidays. Every order is packed fresh in insulated packaging and sent by expedited shipping directly to the facility. Online orders get tracking and delivery confirmation by email.

Same-day shipping (+$10): need it sooner? Add the Same-Day Shipping item to your order. It applies to orders received and processed the same business day.

Timing: please don't place an order before the month the package is meant for. For example, an April package should be ordered on or after April 1.

Weight: food packages are limited to 40 lbs per person per month, and packages from other vendors count too. Please add up your weights before you order.

Weather and carrier delays: shipping days may change during summer heat waves or carrier delays. If a carrier delay damages a package, we will issue a credit.

Please make sure the recipient's full name, DIN and facility are correct before you check out.

Refunds & Cancellations

Cancellations: orders can be cancelled within 24 hours, as long as they have not shipped. A 10% cancellation fee applies to cover processing.

Perishable food: perishable items cannot be returned or refunded, for food safety.

Returns: non-perishable items may be returned unused and in their original packaging. A 15% restocking fee applies. Return shipping is paid by the customer, and shipping charges are not refundable.

Refused packages: to receive any credit for a refused or disposed item, you must send us the signed disposal form from the facility's package room. Packages refused because of SHU or keeplock status, transfer, court, security or medical holds, loss of privileges, or going over package or weight limits are not eligible for a refund.

Packages returned to us: if a package comes back to us (for example because of a transfer or loss of privileges), we refund the non-perishable items, minus shipping.

Refunds and credits: refunds go only to the original customer or recipient and are made to the original payment method. Store credits never expire and cannot be transferred. On mail orders, overpayments are kept as a credit and short payments mean we adjust the order.

Substitutions: if an item is out of stock, we replace it with a similar item of equal or greater value. If you don't want substitutions, tell us when you order (or check "Do NOT substitute" on the mail-in form) and we will issue a credit for that item instead.

Package issues: please contact us before raising a package issue with the facility's package room. Our customer care team can resolve most issues directly. Call (201) 256-1410.