FAQ
 
Q:  How do I place an order?
A:
  You can place your order directly from this website
  • To begin, you must enter the Colorado Inmate Identification Number
  • Make product selections and then go to checkout
  • We also accept orders via phone, fax and mail
 
Q:  How do I know that items are acceptable at the facility?
A:  We have taken the guess work out of shopping for you. The only items presented on the shopping pages are already approved by the Colorado Department of Corrections so you can shop with the assurance that everything we make available has been pre-approved.
 
 
Q:  What if items in my order are out of stock?
A:  In the unlikely event that something is out of stock, your credit card will not be charged for that item or if you paid by check, you will receive a refund for any items we were unable to include.
 
 
Q:  Why are some of my favorite brands not available ?
A:  We carry a broad selection of products that meet the stringent guidelines of the Colorado Department of Corrections. Many of your favorite brands may not be considered appropriate for use inside a correctional facility or may not meet the strict packaging requirements. Please let us know however 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 contains damaged or missing product?
A:  It is the responsibility of the offender to report any missing or damaged products to a CDOC employee at time of package receipt.  If the order is not correct, all discrepancies will be noted on the invoice provided and reported back to Union Supply Direct by Canteen Services for correction.  Any discrepancies reported by the purchaser of the package will not be accepted or honored.  Once the offender has opened his or her package for any reason, no discrepancies can be reported.  Union Supply Direct is not responsible for any items ordered in error.  All reported discrepancies must be made prior to Apri.  Any requests made after this date will not be honored.
 
 
Q:  How can I tell if my package has delivered to the facility?
A:  Orders will arrive at the facility approximately 4 weeks after the ordering period has closed.
 
 
Q:  Is there a toll-free number available to call?
A:  Yes, you can contact customer service toll-free at (855)247-6090.
 
  
 
LIVE CHAT Q&A
 
 
Q: What is Live Chat?
A:
Live Chat is a feature provided to our customers to ask any quick questions concerning the status of your order(s), availability of items, weight limitations, and any other questions.
 
 
Q: How do I use Live Chat?
A:
Simply click on our (light blue) “NEW LIVE CHAT” tab on the top of our home page. Enter a nickname you wish to be displayed to our web chat representative, followed by your email address (Please use a valid email address to receive a copy of your “Chat Summary” at the end of your chat session) and the topic for the chat. Click on the message logo and a representative will be available shortly after.
 
 
Q: Can I place an order via chat?
A:
Unfortunately due to security reasons, we are not able to take orders via chat. In order to place an order you will have to place it via web or over the phone with a representative.
 
 
Q: Can I cancel an order via chat?
A:
In order to cancel your order you will have to call our Customer Service Department and cancel your order with a representative over the phone.
 
 
Q. Can I use Live Chat on my phone?
A. Yes, our Live Chat feature is also available on all mobile devices. You can chat with us by using your cell phone, tablet, laptop, and desktop computers.
 
 
Q. What time is Live Chat available?
A. Our live chat hours of operation are the same as our Customer Service Department hours, Monday-Friday 5am-8pm (PST) and Saturday 7am-1pm (PST).