At SYLO Market, we are dedicated to providing outstanding customer service. Our return policy allows for returns within 7 days of receipt for eligible items. Any returned items must be inspected to ensure they are NEW, UNUSED, UNDAMAGED, or DEFECTIVE. Once your return is processed, you will be notified via email or mail about the acceptance or denial of the return.
Return Conditions:
Items that do not meet our return eligibility criteria will not be refunded.
A 15% restocking fee will be deducted from your refund for returned items.
Refund Process:
Refunds will be issued via paper check if the original payment was made by check, or credited back to the credit card used for the purchase.
Returns received after the 7 day return window will not be accepted, and no merchandise credit will be issued.
Non-Refundable Items:
Perishable goods, including food, are not eligible for refunds.
Inmate Package Policy:
Inmates are allowed a maximum of three food packages per month, each weighing up to 40 pounds, as per Attachment A of Directive #4911.
- The weight limit includes food packages received both through the mail and from visitors.
- Refunds or exchanges will not be issued for items rejected by the facility due to any of the following reasons:
- Inmate loses package privileges
- Inmate is placed in keep-lock
- Inmate exceeds the 40-pound package limit
- Inmate is transferred to another facility
- Inmate refuses to accept the package
Package Privileges Restrictions:
- Inmates in Special Housing Units (SHU) are subject to restrictions outlined in Directive #4933.
- Inmates in reception or classification facilities are not permitted to receive packages during the first 30 days after reception.
- Inmates in transit, Shock Incarceration, Drug Treatment programs, CASAT, or work release are not eligible to receive packages.
Perishable Item Acceptance:
- All perishable food items are hermetically sealed according to Directive #4911. However, some facilities may have specific standards for accepting certain food items, particularly meats. It is the customer’s responsibility to verify with the facility whether specific items will be accepted before ordering.
- We do not offer refunds for perishable food items, such as hermetically sealed meats.
Pre-Order Verification:
Before placing an order, please review Directive #4911 or contact the facility directly to ensure your order complies with the weight, packaging, and shipping requirements.
Non-Food Merchandise Returns:
- All non-food items must be returned directly from the Correctional Facility and include the original purchase receipt, a list of returned items, and Form #1755 "Non-Food Package Record."
- Items must be returned in the same condition they were received: NEW, UNUSED, UNDAMAGED, and in their original packaging.
- We do not accept returns from families or third parties.
Returns Due to Facility Restrictions or Weight Errors:
Orders returned because of facility restrictions or weight miscalculations are not eligible for a cash refund. We recommend contacting the facility to verify any restrictions or weight limitations before placing an order.
Special Orders and Sale Items:
Certain items, including special orders or items purchased on sale, are not eligible for return or refund. Please verify with the facility before placing special orders or purchasing discounted items.
Mail-In Orders:
Orders placed via our mail-in catalog may take longer to process due to mail delivery times. To return or exchange an item, please include the original purchase receipt, the item, and a detailed note explaining the reason for the return or exchange, along with the desired replacement item.
Return Shipping Costs:
Return shipping costs are the responsibility of the customer. If a refund is granted, the cost of shipping will be deducted from the refund amount. We recommend using tracking for all returns to ensure safe delivery.
