Frequently Asked Questions
Packages can be ordered once per quarter for inmates in California Department of Corrections and Rehabilitation facilities. Commonly asked questions regarding the California Quarterly Package Program are below. If you can't find the answer to your questions, please Contact Us to speak to someone from our iCare Support Team.
California Quarterly Package Program Disclaimer:
The California Department of Corrections and Rehabilitation (CDCR) has approved this independent vendor to sell merchandise to inmates and the public. CDCR’s brief review and approval of this vendor was strictly limited to minimum security requirements and general business intent. The CDCR is not affiliated with this vendor and does not guarantee that the vendor will fulfill any obligations, perform as expected, nor permanently remain in business, nor does the CDCR guarantee the vendor’s products in any way. Any purchases from this vendor are at the buyer’s sole risk. The CDCR assumes no liability whatsoever for such purchases, nor any aspect thereof. Any issues or disputes regarding the vendor’s products are the sole responsibility of the buyer and/or the vendor, and the CDCR is not obligated to mediate or resolve any such disputes.
Substitutions:
Unless authorized, substitutions and backorders are not allowed.
Catalog errors:
Every effort has been made to show and describe the merchandise in this catalog as accurately as possible. However, many manufacturers make minor changes in design specifications, color, and style during the year. We regret any typographical errors or descriptions we may have overlooked. Specifications are subject to change without notice.
Catalog changes:
Aramark reserves the right to make necessary changes for information incorrect in this catalog, and will make sure every effort is made to minimize these occurrences.
Discontinued items:
Manufacturers will occasionally discontinue an item. If the manufacturer has replaced an item with an updated model, we will ship the replacement item in place of the discontinued item. If there is not a direct replacement available or an alternate selection made by the purchaser, we will issue a refund.
Facility restrictions:
CA Dept. of Corrections and Rehab has approved all items in this catalog; however, some items in this catalog may not be allowed at every facility.
Returns:
Used or damaged items cannot be returned, exchanged or refunded. They are covered only by the manufacturer’s warranty. If an item is found to be defective upon receipt and is returned to us within 30 days, it will be repaired or replaced at no charge. Please notify the R&R officer immediately if you receive any defective or damaged items. Send all returns to Aramark iCare at 3919 East Guasti Road Unit B Ontario CA 91761.
iCare is not responsible for refused items. Please make sure that the item(s) you ordered are approved and will be accepted at your facility. Processing fees are non-refundable.
Refused packages:
A 10% restocking fee and all outgoing and return freight charges will be deducted from refunds for all refused packages.
Order and weight limits:
One package per quarter is allowed – all packages must be under 30 lbs, including the weight of packaging.
Delivery:
Online orders typically arrive in 1-3 weeks.
Accepted forms of payment:
On the iCare website, we accept Visa and Mastercard. If orders are mailed in with a catalog order form, payments of cashier’s checks, money orders and institution checks are accepted. When paying by credit card be sure to include the card number, expiration date, card verification number (3 digit card verification number found on the back of the card), card member’s name, address and phone number. All cards will be charged on the day the order is placed. Any refunds/credits due will be applied to the original card used. Personal checks will NOT be accepted and the orders will be returned to the sender.
Customer service hours:
Call us toll free at (877) 615-3296, 5:00am - 6:00pm PST, 7 days per week.
Visit the general iCare FAQ page to learn more.