FAQ’S
Q: How do I place an order?
A: You can place your order directly from this website
To begin, make your selection from the top menu bar
To ensure that your package gets to your inmate, be sure to pick the correct gender facility type.
Make product selections and then go to the checkout
We also accept orders via phone and email
Q: Can I send your company personal belongings to put in the package?
A: Unfortunately, No. We have suspended this service due to possible safety and security concerns. However, we can ship the items purchased to your residence and you can ship the pen pack along with the personal belongings.
Q: How do I know that items are acceptable at the facility?
A: We have taken the guesswork out of shopping for you. The only items presented on the shopping pages are already approved by CSC so you can shop with the assurance that everything we make available has been pre-approved. Please note that each correctional facility may or may not permit some of the items on the list, please contact the correctional facility or your loved one for what their facility allows.
Q: What is CD764 as stated on the CSC acts and regulations?
A: Please click on the link or copy and paste for more information https://www.csc-scc.gc.ca/acts-and-regulations/764-cd-eng.shtml
Q: What if items in my order are out of stock?
A: In the unlikely event that something is out of stock we will replace it with a similar item. If we do not have a similar item to replace it with your credit card will not be charged for that item, you will receive a refund for any items we were unable to include.
Q: Why are some of my favourite brands not available?
A: We carry a broad selection of products that meet the stringent guidelines of the CSC. Many of your favourite brands may not be considered appropriate for use inside a correctional facility or may not meet the strict CSC requirements. Please let us know if you have an item that you would like us to carry and we will do our best to accommodate your request.
Q: What happens if the package is refused at the correctional facility?
A: Please ensure that your loved one receiving the pen pack is entitled to receive one. Any pen pack rejected will be shipped to the individual who purchased the pen pack at your own expense. Shipping and items purchased once shipped to the facility are not refundable.
Q: What is your refund policy?
A: Once a pen pack ships there are NO refunds. For all orders canceled after two days (2 days) prior to shipment will receive a refund minus a 20% Restocking Fee. No refunds after 5 days. For orders that have not been shipped after 30 days will be considered abandoned if shipping fees have not been settled and may be subject to storage/administration fees. Refunds may take up to 30 days to process. All video game consoles, video games, and video game accessories are final sale once purchased.
Q: What happens if the style of clothing is not what my loved one likes?
A: We can shop for the clothing they like for you. However, a service fee will be applied. Please contact us directly for more information.
Q: What does it mean by "Shipping will be Calculated Later"?
A: Once your order is placed we carefully package each item to minimizes the number of packages/packaging being sent to the facility. Once we weigh your items and determine the right package size we notify you of the shipping cost. By doing so we offer you the best value for shipping.
Q: Can I arrange for my own pick-up/delivery?
A: Yes, Just let us know in advance of the details so we may accommodate your request.
Q: Will I receive confirmation that the package was shipped?
A: If you have provided an e-mail address, you will be notified when we have received your order and when the order is shipped.
Q: How can I tell if my package has delivered to the facility?
A: You will receive a confirmation of shipping email that includes your tracking number. You can also find this information in two additional ways: You can e-mail us at customerservice@penpackcanada.ca and we will reply to you via e-mail within 48 hours or you can call 1-(833) PEN-PACK and speak to a customer service representative who will provide you with up to date information on your package. *Please note all orders are shipped express with tracking. Please use your tracking number to check status of delivery as we do not track shipments once they are shipped. Pen Pack Canada is not responsible, nor in control of transit delays once the item has shipped. We are not responsible for delivery date guarantee by courier service provider. Shipping fees are non refundable: Please make sure all address information are correct when you reply to the shipping confirmation email. We will not refund shipping fees for wrong address, missed delivery, or returned shipments.
We are not responsible for mis-delivery errors via carrier, or incorrect shipping info. Once your order ships we are not responsible for lost, damaged, or stolen packages.