Finding the right union supply phone number feels like trying to find a specific grain of sand at the beach. You’re stressed. Maybe you’re trying to send a care package to a loved one, or perhaps you're a facility administrator trying to sort out a bulk commissary shipment. Either way, the "one-size-fits-all" contact approach usually leads to a 45-minute loop of elevator music.
Honestly, the biggest mistake people make is calling the first 800-number they see on a random PDF. Union Supply Group is huge. They have different divisions for family packages, religious items, and direct facility commissary. If you call the corporate office in Dallas to ask why a snack pack hasn't arrived in Georgia, you’re going to get transferred. A lot.
The Direct Line: Reaching Customer Service
If you are a friend or family member looking for Union Supply Direct (the package program), the primary union supply phone number you need is (866) 404-8989.
This is the main toll-free customer service line. They handle order status, website troubleshooting, and general inquiries about what you can and cannot send.
When are they actually there?
Don't bother calling at midnight. Their team works on Central Standard Time (CST).
- Monday through Friday: 7:00 am – 10:00 pm
- Saturday: 10:00 am – 5:00 pm
- Sunday: 11:00 am – 5:00 pm
It is worth noting that peak times—usually Monday mornings and the week before major holidays—are brutal. If you can wait until a Tuesday afternoon, your blood pressure will thank you.
State-Specific Numbers You Might Actually Need
Here is where it gets tricky. Union Supply often sets up dedicated lines for specific state contracts. If you use the general number, they might just tell you to call one of these instead. It’s kinda annoying, but it’s how their system stays organized.
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For those in Georgia, the dedicated food package line is (855) 247-0563. If you're dealing with a property or hobby package in Georgia, you might see (866) 402-0644 on your paperwork.
Ohio residents often have better luck with (855) 247-6094.
Indiana users are typically directed to (855) 247-1259.
North Carolina has its own branch at (877) 765-7011.
Why so many numbers? Basically, each state has different rules about what electronics, shoes, or food items are allowed. The reps on these specific lines are trained on those local DOC (Department of Corrections) regulations.
Reaching the Corporate Headquarters
Sometimes the customer service line doesn't cut it. Maybe you're a vendor or you have a high-level issue that needs corporate eyes. The Union Supply Group headquarters is located in Dallas, Texas.
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Corporate Phone: (877) 865-0910
Corporate Fax: (877) 865-0919
Physical Address: 2500 Regent Blvd, Dallas, TX 75261
They also have regional offices. The California office can be reached at (888) 308-6466, and the Ohio regional branch is at (877) 366-3397. Just don't call these for "where is my package" questions; they’ll just point you back to the (866) number.
Common Problems When Calling
You’ve got the union supply phone number, you’ve dialed it, and now you’re waiting. Here is the reality: the correctional industry is plagued by shipping delays and inventory shortages.
If your order is "on hold," calling is the only way to fix it. Usually, a hold happens because an item went out of stock or the facility changed its "allowable" list overnight.
Expert Tip: Have the inmate ID number and the exact facility name ready before you dial. The reps cannot look up orders by your name; they need the recipient's data.
Tracking Without the Phone
If you hate talking to people, use the website. Most state-specific portals (like ohiomatepackage.com or gainmatepackage.com) have a "Track Your Order" button. You just need the order number. It's usually faster than waiting on hold for twenty minutes.
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Dealing with Returns and Refunds
Refunds are a headache. If a package is refused by the jail or prison, it goes back to Union Supply. You won't get your money back the second it hits their loading dock.
You usually have to call the main union supply phone number (the 866 one) to trigger the refund process once the tracking shows "Returned to Sender." If you paid by credit card, the "authorization" usually drops off in 3-5 business days. If you paid by money order, they have to mail you a check. That can take weeks. Honestly, it’s a slow process, and calling every day won't speed up the mail.
Actionable Steps for a Successful Call
To get off the phone as fast as possible, follow this checklist:
- Verify the State: Check if your state has a dedicated toll-free number first.
- Check the Clock: Ensure it’s between 7 am and 10 pm CST on a weekday.
- Gather Data: Have the Order Number, Inmate ID, and Facility Name in front of you.
- Note the Name: When you finally get a human, ask for their name or agent ID. If you have to call back, referencing a previous conversation helps immensely.
- Use Email for Paper Trails: If the issue is complex, follow up your call with an email to
customerservice@unionsupplydirect.com. It creates a time-stamped record of your request.
If you are dealing with a payment issue specifically related to a cash payment or money order, try the specialized accounting line at (855) 247-4945. They operate on slightly different hours (5 am – 8 pm PST), but they are the ones who actually move the money.
Using the correct union supply phone number from the start saves hours of frustration. Start with the state-specific line if available; otherwise, stick to the main national customer service number for the quickest resolution to package and commissary issues.