Frequently Asked Questions
Commonly asked questions are grouped below by topic. If you can't find the answer to your questions, please Contact Us to speak to someone from our iCare Support Team.
How do I know the items in my iCare order are permitted in my loved one’s facility?
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!
Are all the items in my order guaranteed to be included?
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.
How many iCare gifts can I send?
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.
How do I track my orders?
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.
Should I create an iCare account?
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.
How do I create an iCare account?
NOTICE: If this is your first time on the new iCare website, your password from the former iCare site is no longer active.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.
What do I do if I forgot my password?
- 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.
How do I know this iCare site is secure?
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.
Payment & Checkout Questions
What forms of payment can I use?
We accept Visa and Mastercard.
Do you accept prepaid credit cards as a form of payment?
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.
What is a CVV?
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.
Why am I getting an error on the payment page?
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?
What payment methods are acceptable?
iCare only accepts payments at the time you place your order via Visa or Mastercard. iCare will never ask for your to send your payment via another method. The charges will appear on your statement as, "Aramark Correctional Services."
Can I update my payment information?
You can update or change your payment method and other billing and payment account information on the checkout screen when placing your next order.
Can I get a refund for an order I purchased?
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. In some circumstances we may, at our sole discretion, provide a refund for a purchase. No refunds are guaranteed. Processing and handling fees are non-refundable.
What happens if my loved one is not available to accept a delivery?
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.
Are there fees if I cancel an iCare order?
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.
Delivery & Refund Questions
When can I expect my iCare gift to be delivered?
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.
What happens if my loved one is released from a facility prior to receiving their gift?
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.
What is the iCare standard refund policy?
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.
iCare Visitation Questions
Where can I find information specific to the location I plan to visit?
Information specific to the facility you are planning to visit can be found on the Delivery Schedule section of that specific facility iCare homepage.
When should I place my order for a Visitation Meal?
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.
What if I need to cancel my Visitation order?
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.
What if I am late for my visit?
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.
Can leftovers be taken out of the Visitation area?
Incarcerated individuals will not be permitted to take leftovers with them. Visitors may take one 9”x9”x3” container home.
What if the quality of my visitation meal is unsatisfactory?
If a meal is unsatisfactory, notice must be given during the visitation to the foodservice staff.
CA Quarterly Package Program Questions
Packages can be ordered once per quarter for inmates in California Department of Corrections and Rehabilitation facilities.
Visit CA Quarterly Package FAQ to learn more.