Question 1

What is Special Delivery?

Accepted Answer

We are an online grocery store that caters specifically to the incarcerated population of NYS. Our goal is to provide fresh and quality products at affordable prices while ensuring fast and reliable delivery.

Question 2

Are all items approved through NYS DOCCS?

Accepted Answer

Yes, all of our products are vetted in accordance with NYS DOCCS Directive 4911.(https://doccs.ny.gov/system/files/documents/2023/05/4911.pdf) However, we still encourage you to check with your individual facility for additional confirmation on select items.

Question 3

Where do you ship?

Accepted Answer

We serve all the facilities of New York State Dept. of Corrections.

Question 4

Do orders ship in one box?

Accepted Answer

Yes, we ship all your loved one's items in one insulated box.

Question 5

Are all the items in my order guaranteed to be included?

Accepted Answer

We will always try our very best to provide you with the exact item you ordered, however, it may be necessary to substitute different product(s) of the same kind if original item is unavailable. All substitutions will be of equal or greater value.

If there is no substitution, you will be refunded to your original form of payment.

Question 6

Can I modify or cancel my order?

Accepted Answer

If you wish to modify or cancel your order, please contact our customer service team as soon as possible at 888-581-9929 or contact@urspecialdelivery.com. If your order has not yet been processed, you may modify or cancel. However, if the order has already been processed, we won't be able to modify or cancel it and you will need to follow our return policy.

Question 7

How does my loved one use their eGift Card?

Accepted Answer

We make it simple! You and your loved one will receive an email with the eGift Card details enclosed. Thereafter, all your loved one needs to do is select the items they wish to purchase from our catalog, and proceed to checkout. Once there, they can use their eGift Card by entering the unique code provided to them (via email) on the order form.

If the purchase amount is less than the eGift Card value, the remaining balance will be available for future purchases. If the purchase amount is greater than the eGift Card value, they will need to pay the difference using another payment method.

- eGift cards never expire
- eGift Cards cannot be redeemed for cash or transferred to another account 
- No returns and no refunds on eGift Cards, except as required by law

If you have any further questions about eGift Cards, please don't hesitate to contact our customer service team.

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