Questions on SNX Orders

Q. How do I place an order?

• Answer:  Ordering with Special Needs X-press is fast and easy ! Simply use the search box at the top of each page to search for a product or browse through thousands of items by our different categories. If you don’t already have an account, you may also checkout as a guest, with the option to create an account at the end of the process.

Click here to view our FULL breakdown with videos on how to place an order. 

Q. How can I request a refund?

• Answer : If you are not 100% satisfied after you’ve accepted delivery, we ask you please return the item (undamaged or unopened) within 14 days of your order date. The return address for your order can be found on your packing slip. When contacting us about a refund, please be able to include your name, address, and order confirmation number.
  • All Applicable refunds are issued as a store credit unless otherwise noted. Debit/Credit Card refunds are processed in 3-5 business days of cancellation. For all Check/Money Order refunds are mailed within 10-15 business days of cancellation.

    Gift Certificates are non-refundable.

    Please click here to refer to our Return Policy Page for FULL details 

Questions on SNX Delivery Services

Q. Do you deliver outside the United States?

• Answer :  We do not deliver outside the United States at this time, although we expect to have that capability in the near future. In the meantime, contact a member of our Customer Service Team at 914-623-7007 9:30am-6:30pm EST M-F for information about alternate options.

Q. How long will it take to receive my order?

• Answer : Our estimated delivery time are based on the type of product you have ordered and the delivery destination. All of our orders are processed almost immediately once placed and shipped Priority Mail. Most of our orders land within 3-4 business days after the order is processed and shipped.

Q. Do you deliver to non standard addresses or P.O Boxes?

• Answer : Yes. We ship to, P.O Boxes, Military APOs/FPOs, Correctional Facilities, Hospitals as well as any home or business address. 

Questions on how to order Gift Certificate or put money in inmate account.

Q. How do I place a gift order?

Answer : Giving a gift is easy at Special Needs X-press! With our easy and convenient Gift Certificate /Pre-Paid Account options, you can give anyone the freedom to choose exactly what they want! Gift Certificates and Prepaid Accounts are the same thing, they allow you to place credit in an Inmate’s SNX Account so they can write us or call and place an order in the future. 

Please click here to refer to our Guide on how exactly to add credit to an Inmate Account.

The above policies are set in place to protect the interest of both our business and most of all you, the customer. Not all inmates have the privilege to receive packages but the ones who do must work with us to ensure a successful procedure. 

Thank you for your service

All completed orders shipping to an inmate in a Correctional Facility are final sale.

• We do not automatically issue refunds, exchanges or credits for rejected material. Please contact us at 914-623-7007 9:30am-6:30pm EST M-F if an issue occurs.
  

The following are examples of items that have a tendency to get rejected from Strict Correctional Institutions:

1. Magazines and books depicting drugs, gang signs, violence, and strong sexual content may be rejected. 
2. Magazines such as FEDS, DON DIVA, FELON, and AS IS contain articles about other men & women who are incarcerated and may be viewed as a security issue at certain facilities.
3. Men’s magazines are sometimes rejected because of mild nudity, and penetration
   • For example a women wearing a thong could be considered nude and rejected from certain facilities.
   • As well as magazine such as BBO, Penthouse or anything that contains just the word NUDE can be rejected, so please verify what you are ordering. 

Package Shipping Rules

All State and County Correctional Facilities determine the amount of items each inmate can receive per package.

• Federal Correctional Facilities can receive a maximum of 3 or 5 items per package. NO MORE THAN 5 items per order. 

Some Correctional Facilities have a physical address and a Mailing Address. Our records only reflect the previous facilities we have shipped too so please be sure  to contact the facility BEFORE placing your order if you are unsure of package limits or correct shipping location.

 

Commonly Asked Questions

What if the package IS returned to SNX from a Correctional Facility?

1. If a package is returned due to an incorrect item or an processing error, we will correct and re-ship at our cost.
2. If an inmate is transferred, please be sure to contact us ahead of time so we can correct. Once the package is returned to our office, we will contact you for the new ship to address and to collect new shipping charge.
3. If a package is returned due to there being too many items than allowed by facility, we will contact you with the options on reshipping. This includes removing items or splitting items into multiple packages.
4. If the entire package is returned due to rejected material, we will remove rejected items and reship package. The cost of the Removed items will be used to cover cost of re-shipping the package.
5. If the entire package is returned due to rejected material and no items can be reshipped. We will issue a courtesy credit minus the shipping cost and restock fee.

What if the package is NOT returned and the person does not receive it?

All Correctional Facilities handle rejected packages differently. They decide if a package can be returned to sender, re-shipped to a home address, held for media review or discarded by prison without the inmate’s approval. Once the package is picked up by the US Postal Service, we have no responsibility for it. Once the facility receives the package they have sole responsibility for its contents. Correctional Facilities can return a rejected package anywhere from 2 days to 3 months after delivery, we have no control over when or how a rejected package is handled.

When is a package considered delivered?

When SNX ships a package to an inmate at the address you provide, we verify its destination address with the US Postal service. All packages are sent priority mail with tracking information included. Once the US Penitentiary scans and receives package , the package is officially delivered. We partner with the USPS (United States Postal Service) on all tracking information which includes the date/time and the status of the order. All Correctional Facilities control if or when items are given to an inmate. An inmates privilege to receive packages can be revoked at any time by the Correctional Facility. 

 

The above policies are set in place to protect the interest of both our business and most of all you, the customer. Not all inmates have the privilege to receive packages but the ones who do must work with us to ensure a successful procedure. 

Thank you for your service