Question 1

How do I know the items in my iCare order are permitted in my loved one’s facility?

Accepted Answer

All iCare Package and iCare Fresh meals have been pre-approved by the facility, so you can rest assured that your gift will be delivered!

Question 2

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

Accepted Answer

All products are subject to change or substitution. The images associated with your order are only a representation of what is available. The descriptions are subject to substitution based on limitations placed on the recipient. Due to availability and the ability to obtain different products in different regions of the country, it may be necessary to substitute different product(s) of the same kind. All substitutions will be of equal or greater value.

Question 3

How many iCare gifts can I send?

Accepted Answer

Each facility serviced by iCare outlines their protocols for the amount of gifts that can be purchased or delivered in a given time period. Though many facilities will allow you to purchase more than one iCare gift at a time, we encourage you to review the delivery schedule on the iCare order page or contact our iCare Support Team at (877) 615-3296 for specific details about your loved one's facility.

Question 4

How do I track my orders?

Accepted Answer

To see the status of your iCare orders, click on the Sign In/Register button in the upper right-hand corner. You will see your account history and order status.If you do not have an account, click on the Sign In/Register button in the upper right-hand corner. Then enter your Order Number, Order Email & Billing Zip Code to check the status.

Question 5

Why isn't my loved one eligible to receive iCare?

Accepted Answer

Some individuals may be ineligible to receive iCare services due to facility-imposed restrictions, including disciplinary status, administrative or restrictive housing, in-patient mental health units, death row, or maximum custody classifications. If your loved one is restricted, you will be notified after selecting their name and will receive an ineligibility message. Fraud claims on delivered orders may also result in restrictions that prevent you from placing future orders until outstanding issues are resolved. All restrictions vary by facility and are reviewed on a case-by-case basis. For additional information regarding eligibility, please contact the facility directly.

Question 6

Should I create an iCare account?

Accepted Answer

There are several advantages to creating an account, including - Checkout faster and easier since your information is saved to your account. Review your order history. Sign up for newsletters and texts to receive special offers. Some locations require a registered account before you can complete an order.

Question 7

How do I create an iCare account?

Accepted Answer

NOTICE: If this is your first time on the new iCare website, your password from the former iCare site is no longer active. You will need to create a new password before you can access your account. See the information below about resetting your password. If you are signing up for a new account, follow these simple steps - Click the Sign In/Register button in the upper right-hand corner. Select Create An Account and fill out the form. Receive an email from iCare confirming your account creation.

Question 8

What do I do if I forgot my password?

Accepted Answer

From the homepage, click the Sign in/Register button in the upper right-hand corner. Under Login, enter your email address and click on Forgot Password? under the password field. Reference your email inbox for an email from iCare Customer Service with further instructions to reset your password.

Question 9

How do I know this iCare site is secure?

Accepted Answer

For any website, when making a purchase or entering sensitive information, the URL, or web address, should change to https:// and will show a lock icon. The HTTPS stands for HTTP Secure which means that communications between your browser and the website in question are encrypted and secure, using a security certificate. iCare follows this standard and has obtained a security certificate.

Question 10

What forms of payment can I use?

Accepted Answer

We accept Visa and Mastercard.

Question 11

Do you accept prepaid credit cards as a form of payment?

Accepted Answer

Yes, however you must first call (or visit the website of) the prepaid credit card company to register a billing address for the credit card. The iCare site always validates a billing address as an added security measure, so you will need to add that before attempting to use the prepaid card as a form of payment.

Question 12

What is a CVV?

Accepted Answer

CVV stands for Credit card Verification Value (CVV) and is the three (3) digit number usually printed on the signature panel on the back of your card.

Question 13

Why am I getting an error on the payment page?

Accepted Answer

There are a few reasons you could be getting an error. Carefully review the questions below and make any updates before trying again. If you still have an issue, contact our Customer Support Team at (877) 615-3296. Does the billing address you entered match the billing address of the credit card you are trying to use? Is your credit card expired? Is the CVV code entered correctly? If using a debit or prepaid card, have you checked the available balance? For a credit card, have you checked your limit?

Question 14

What payment methods are acceptable?

Accepted Answer

iCare only accepts payments at the time you place your order via Visa, Mastercard and Discover. iCare will never ask for your to send your payment via another method. The charges will appear on your statement as, "Aramark Correctional Services."

Question 15

Can I update my payment information?

Accepted Answer

You can update or change your payment method and other billing and payment account information on the checkout screen when placing your next order.

Question 16

Can I get a refund for an order I purchased?

Accepted Answer

Unless prohibited by law, or for orders we attempt to deliver after your loved one is released, all sales are final and iCare orders are non-refundable once purchased.

Question 17

What happens if my loved one is not available to accept a delivery?

Accepted Answer

We make every attempt to deliver your order on the next scheduled delivery day according to the facility’s permitted delivery times. Delivery of your order is subject to your loved one being available to receive iCare gifts. We will attempt to deliver all non-perishable packaged orders three (3) times within a 30 day timeframe. If we are unable to deliver your packaged order for any reason, including, but not limited to the fact that your loved one is on a disciplinary or medical restriction, we will cancel your packaged order, and we will, at our sole discretion, issue a refund of the purchase price to the original credit card used to place the packaged order. With respect to freshly prepared iCare orders, we will make one timely delivery attempt. If a freshly prepared order is cancelled for any reason or if we are unable to deliver a freshly prepared order for any reason, we will dispose of it in its entirety and will not refund the order.

Question 18

What does the Handling Fee cover?

Accepted Answer

The handling fee helps cover the costs associated with processing, preparing, and delivering your order. This includes order verification, secure packaging, facility coordination, and administrative support required to ensure your order is accurately fulfilled and delivered in compliance with facility guidelines. Fee is subject to change.

Question 19

When can I expect my iCare gift to be delivered?

Accepted Answer

Once you place your order, we make every attempt to deliver it on the next scheduled delivery day according to the facility's approved delivery schedule. If you place your order after the facility's weekly delivery day, your gift will be delivered on the next available delivery day. Delivery times vary by facility and due to various circumstances, could take up to 30 days to deliver to your loved one.

Question 20

What happens if my loved one is released from a facility prior to receiving their gift?

Accepted Answer

If your loved one is released prior to your order being delivered, we will cancel your packaged order, and we will, at our sole discretion or unless a correctional facility does not permit the issuance of a refund, issue a refund of the purchase price to the original credit card used to place the packaged order. We will only respond to refund requests within 90 days from the date of purchase. Processing and handling fees are non-refundable.

Question 21

What is the iCare standard refund policy?

Accepted Answer

Unless prohibited by law or otherwise specified in this section, all sales are final and iCare orders are non-refundable once purchased. Notwithstanding the foregoing, we make every attempt to deliver your order on the next scheduled delivery day according to the facility’s permitted delivery times. Delivery of your order is subject to the loved one being available to receive iCare. We will attempt to deliver a non-perishable, packaged order three (3) times within a 30 day timeframe. If we are unable to deliver your order for any reason, including, but not limited to the fact that the recipient is on a disciplinary or medical restriction, we will place the packaged iCare order in storage until loved one is released from disciplinary or medical restriction. With respect to freshly prepared iCare orders, we will make one timely delivery attempt. If a freshly prepared order is canceled for any reason or if we are unable to deliver a freshly prepared order for any reason, we will dispose of it in its entirety and will not refund the order. Processing and handling fees are non-refundable.

Question 22

Are there fees if I cancel an iCare order?

Accepted Answer

We reserve the right, at our sole discretion, to charge a restocking fee and handling fee. We will only charge fees consistent with applicable law in the jurisdiction where the facility of your loved one is located.

Question 23

Where can I find information specific to the location I plan to visit?

Accepted Answer

Information specific to the facility you are planning to visit can be found on the Delivery Schedule section of that specific facility iCare homepage.

Question 24

When should I place my order for a Visitation Meal?

Accepted Answer

Please secure your visitation time with the correctional facility before placing any iCare Visitation meal orders. Do not place any orders until after your visitation time is confirmed. Lead times for ordering vary by facility. Please refer to the facility’s iCare delivery schedule for details.

Question 25

What if I need to cancel my Visitation order?

Accepted Answer

While no refunds or cancellations are guaranteed, under certain circumstances, iCare visitation orders can be cancelled and refunded. For instance, if a request is made prior to 72 hours before originally scheduled meal delivery time by calling our iCare Support Team at (877) 615-3296. However, under no circumstances will refunds be given if less than 72 hours’ notice is provided or if a visitation appointment is completely missed for any reason.

Question 26

What if I am late for my visit?

Accepted Answer

If the meal has been prepared for a visitation event, food will be made available for a specific period of time. If a visitor arrives late and the order cannot be delivered, the meal will be disposed of it in its entirety and the order will not be refunded.

Question 27

Can leftovers be taken out of the Visitation area?

Accepted Answer

Incarcerated individuals will not be permitted to take leftovers with them. Visitors may take one 9”x9”x3” container home.

Question 28

What if the quality of my visitation meal is unsatisfactory?

Accepted Answer

If a meal is unsatisfactory, notice must be given during the visitation to the foodservice staff.

Câu hỏi thường gặp

Chung

Làm cách nào để tôi biết các mặt hàng trong đơn đặt hàng iCare của tôi được phép sử dụng tại cơ sở của người thân của tôi?

Tất cả mặt hàng trong đơn hàng của tôi có được đảm bảo không?

Tôi có thể gửi bao nhiêu quà tặng iCare?

Làm cách nào để tôi theo dõi đơn hàng của tôi?

Tại sao người thân của tôi không đủ điều kiện nhận iCare?

Tài khoản

Tôi có nên tạo tài khoản iCare?

Làm cách nào để tôi tạo tài khoản iCare?

Tôi phải làm gì nếu quên mật khẩu?

Làm cách nào để tôi biết trang web iCare này an toàn?

Thanh toán & hoàn tất đơn hàng

Tôi có thể sử dụng những hình thức thanh toán nào?

Thẻ tín dụng trả trước có được chấp nhận như một hình thức thanh toán không?

CVV là gì?

Why was my payment declined?

Why do I have a pending charge?

Mua hàng

Phương thức thanh toán nào được chấp nhận?

Tôi có thể cập nhật thông tin thanh toán không?

Tôi có thể được hoàn tiền cho đơn hàng tôi đã mua không?

Điều gì xảy ra nếu người thân của tôi không có mặt để nhận hàng?

Giao hàng & hoàn tiền

Phí Xử lý Giao dịch sẽ bao gồm chi phí gì?

Khi nào quà tặng iCare của tôi được giao?

Điều gì xảy ra nếu người thân của tôi được trả tự do khỏi cơ sở trước khi nhận được quà của họ?

Chính sách hoàn tiền tiêu chuẩn của iCare là gì?

Tôi có bị tính phí nếu hủy đơn đặt hàng iCare không?

Thăm nuôi iCare

Tôi có thể tìm thông tin cụ thể về địa điểm mà tôi dự định đến thăm nuôi ở đâu?

Khi nào thì tôi nên đặt một Bữa ăn Thăm nuôi?

Nếu tôi cần hủy đơn hàng Thăm nuôi thì sao?

Nếu tôi đến thăm nuôi muộn thì sao?

Thức ăn thừa có thể được mang ra khỏi khu vực Thăm nuôi không?

Nếu chất lượng bữa ăn thăm nuôi của tôi không đạt yêu cầu thì sao?