OLD EL PASO FLOUR TORTILLAS (8)

Hello Sheray,

Thank you for reaching out. We’re sorry to hear that these items were refused by the facility.

We have reviewed the products in question and can confirm that they were shipped within compliance standards. Unfortunately, acceptance of items is ultimately at the discretion of the package room officer, and from time to time items that are normally accepted may still be refused.

If your loved one believes the refusal was made in error, we recommend requesting a sergeant-level review at the facility, as this option is supported under NYSDOCCS regulations.

If the items were disposed of due to being deemed expired or unacceptable, please ask the facility if they can provide a disposal form. A copy of the disposal form will help us review the matter further and determine what compensation options may be available.

Unfortunately, we are unable to resend replacement items. However, once we receive any supporting documentation from the facility, including a disposal form if available, we will be happy to review the situation further.

You are also welcome to visit our help center for further information to help make supporting your loved one easier.

Thank you for allowing us the opportunity to make this right.