Refund policy

ALL SALES ARE FINAL
Every item in our store is checked against NYS DOCCS Directive #4911 before it ships. However, each facility applies the rules differently, and those decisions are out of our control. Items denied by a facility are not eligible for a refund, credit, or exchange.

WHEN WE WILL ISSUE A REFUND
We will refund an item if:
- We shipped an item that does not follow Directive #4911
- We shipped the wrong item, or an item was missing from your package
- An item was out of stock and no suitable replacement was available
To request a refund, email support@loadedgoods.com within 7 days of delivery with your order number. Refunds go to your original payment method and cover the affected item only.

REFUSED OR RETURNED PACKAGES
Loaded Goods is not responsible for packages that are refused, returned, delayed, or spoiled because of circumstances outside our control, including:
- Incorrect name, DIN, or facility entered at checkout
- Transfer to another facility, or release
- Absence for court appearances
- Loss of package privileges, keeplock, or special housing
- Exceeding the DOCCS monthly package or weight limit
- Refusal of the package by your loved one
- Facility mailroom or carrier delays

Perishable items cannot be refunded, returned, or reshipped. If a package containing non-perishable items is returned to us, we can reship it to a corrected address once a new shipping fee is paid.

DAMAGED ITEMS
If an item arrives damaged, email us within 7 days of delivery with your order number and any documentation from the facility. We will review each case and may offer a replacement at our discretion.

CANCELLATIONS
Orders can be canceled before processing begins. Once an order is being processed, it cannot be canceled.

EXCHANGES
We do not accept exchanges.

QUESTIONS OR CONCERNS
Please contact us at support@loadedgoods.com before disputing a charge with your bank. We will work with you to resolve any issue.