Frequently Asked Questions

Our company name is Emma’s Premium Services. We are an inmate package supplier for New York State Department of Corrections.

You can contact our customer support team by [phone/email/live chat]. Visit our "Contact Us" page for detailed information.

Phone: 888-638-9994


Live Chat is found on our website.

We accept major credit cards (Visa, Mastercard, American Express), PayPal, and other secure payment methods. We do not accept SNAP/EBT payments. Please note that available payment options may vary based on your location.

Our system is unable to change how you see the shipping address, however, the only information we need is the loved ones Name, DIN and facility location. We ship the order directly to the address of loved ones correctional facility.

Ordering Questions

We have a customer friendly return policy. If you are unsatisfied with your purchase, you may return the non perishable item(s) within [30] days for a refund or exchange. Certain conditions and restrictions may apply. Please review our return policy page for more information.

For your protection, we verify orders that are automatically filtered by the system that may not have been made by you. Verification adds an extra layer of security to protect your financial information and prevent unauthorized purchases. It confirms you are the genuine customer and helps prevent fraudulent activities.

The Authorization Form may be used to obtain your explicit consent and permission for Emma's Premium Services to service your order. It confirms you are the genuine customer and helps prevent fraudulent activities.

Refunds can take up to 10 business days to reflect in your account.

A prepaid account is an account pre-funded by the customer, or loved one who is at the facility, to use for future orders. When orders are placed or received, the payment is taken from the pre-funded or "prepaid" account.

If your order has not been shipped yet, you may be able to cancel it. Please contact our customer support team as soon as possible with your order details. However, if your order has already been shipped, you may need to follow our return process. If your order has begun processing then restocking charges up to 15% may be applicable. Orders begin processing typically within 2 hours of placing your orders.

To update your account information (such as shipping address, email, or password), log in to your account and navigate to the "Account Settings" or "Profile" section. Make the necessary changes and save your updated information.

We value your feedback! You can provide feedback or make suggestions by emailing our customer support team or using the feedback form on our website. We appreciate your input and strive to improve our products and services based on customer feedback.

NYSDOCCS specifies individuals may receive up to three (3) food packages per month. The combined weight shall not exceed 40 pounds.

If you need to modify your order, please contact our customer support team as soon as possible. We will do our best to accommodate your request if the order has not already been shipped.

Every return is handled on an individual basis. Our policy requires returns at the time of delivery. We do not issue returns for packages returned for the below reasons:

  • Inmate out to court
  • Inmate loss of package room privileges
  • Inmate placed in keep lock
  • Inmate over allowable package limit/weight
  • Inmate is transferred to another facility
  • Inmate refuses the package

To be eligible for a return, your item must be unused and in the same condition that you received it and in original packaging.

Yes, we take the security of your personal and payment information seriously. We use industry-standard encryption protocols to protect your data and ensure a secure shopping experience.

We occasionally offer discounts and promotions. To stay updated on our latest offers, you can sign up for our newsletter or follow us on social media.

If you encounter any issues with your order, such as missing items or damaged products, please contact our customer support team immediately. We will work with you to resolve the problem as quickly as possible.

Shipping Questions

We ship via UPS Express. We do not offer different shipping methods due to the nature of our products.

Yes, orders are shipped in one box.

Currently we only ship to the New York State Department of Corrections.

Once your order has been shipped, you will receive a tracking number via email. You can use this tracking number to monitor the progress of your shipment on our website or the shipping carrier's website.

For better service during the hot summer months our shipping schedule changes. Our temporary shipping schedule is as follows:

Orders placed Sunday - Wednesday by 9am Ship Same Day

Order placed After Wednesday 9am to Saturday ship Monday. Packages are shipped via UPS. Expected delivery is typically 1-2 days from time of shipping.

Orders are typically delivered within 2 days of purchase. Most package rooms are not available to review packages received during the weekend, holidays, or emergency situations. Once the package is delivered, the facilities may take up to 72 hours to release the package to the inmate.

Product Questions

Yes, all items listed on our site are in accordance with directive 4911A. If any item is refused please contact customer care for review and credit/refund for that item. Refused items must be returned, if discarded at facility a disposal form will be required for any reimbursement.

Yes, we offer a variety of fresh fruits and vegetables. We offer additional vegan options in our packaged foods selections. Check out our website for more information.

Footwear is available by visiting StepTwoFootwear to see thousands of models - all approved for NYSDOCCS.

We offer a wide variety of food and beverages, including snacks, drinks, and meal options. Our selection includes both name brand and specialty items.

We carry a wide variety of foods that do not require refrigeration for storage or transportation, i.e. protein such as chicken, beef, beans, rice, etc. Please visit our Packaged Foods and Snacks sections to explore our selection.

Yes, we have a collection of hygiene products, bedding, clothing, electronics, literature, and other personal items.