Frequently Asked Questions

Are your products approved for NYS Inmates?

All of our products are carefully selected to ensure that they meet the current requirements of Directive 4911 (Packages sent or brought to the facility). These requirements are subject to change without notice, so if you are unsure whether an item is acceptable, please get in touch with the facility before placing your order to make sure the item is allowed, as different facilities may have different requirements for acceptable merchandise.

What is your Shipping Policy?

Our packages are shipped three days a week with a 1-3 day expected delivery time to the facility. Delivery times may vary due to product availability or carrier delays.
Once your order is shipped, you will receive a confirmation email containing tracking information and the expected delivery date.

Do You Accept EBT/SNAP?

At the moment, we do not accept EBT/SNAP; however, we are working on the conversion.

How will I know my package was delivered?

Once your package is delivered, you will receive a delivery confirmation to the email address you provided

What are the package weight requirements?

Inmate may receive 3 packages a month containing food items for a total of 40 pounds. Food packages from both visitors and sent through the mail are included in the 40-pound weight limit.

What is Your Refund Policy?

As part of our commitment to providing excellent customer service, CIG Essentials offers a 7-day return policy. Orders returned within the 7-day period that are eligible for a refund will be inspected to ensure they are NEW, UNUSED, UNDAMAGED, or DEFECTIVE, and processed within 5 business days of receipt of eligible items. CIG Essentials has the right to reject any items that do not meet eligibility for return, and you will NOT receive a credit for rejected items. Once your refund is processed, you will be notified regarding the acceptance or denial of the exception of items via email or paper mail.
PERISHABLE FOOD ITEMS ARE NOT ELIGIBLE FOR RETURN

How do I cancel or change an order?

Because orders are processed as soon as they are received, we ask that any modifications or cancellations be made immediately within 12 hours by phone or email.
Cancellations, modifications,, or inquiries should be emailed to support@cigessentials.com or phoned in to (800)313-9577 Monday through Friday, 9:00 AM through 5:00 PM Eastern Time. We will do our best to assist you.