Frequently Asked Questions

We offer open accounts with 30 day terms for most county, city, federal, and state facilities. ICS only sells directly to jails and prisons. Organizations such as churches, rehabilitation centers, and medical centers may be considered on a case by case basis.

Please download and complete an Account Request Form and return either by e-mail to sales@icswaco.com or fax to 254-751-0299. .

Account Request for County, State, Government, and Federal facilities

Account Request for For-Profit, Non-profit, Non-Government, or Corporate businesses.

If you're experiencing issues with your login, we recommend you click the Forgot Password link.

If you do not receive an e-mail to reset your password within 2-3 minutes, (Be sure to check your spam/junk folders.) contact us via the Chat button at the bottom right of your screen and our operators will assist.

ICS DOES NOT sell to the general public. However, For-Profit, Non-profit, Non-Government, or Corporate businesses may be considered on a case by case basis. For more information, download and submit this Account Request Form, or call us at 1-800-524-5427.

Of course! You can view a digital copy of our catalog here, or request a physical catalog by clicking here.

Purchase History refers only to web purchases and is unique to the user. Orders placed by phone or e-mail or submitted by other web users with your facility will not be visibile under the Purchase History tab.

However, if you navigate to Transaction History, you will be able to see all quotes, invoices, payments made, balances due, etc. for the account--regardless of how or by whom it was placed.

Past orders can be viewed through the Purchase History tab under the My Account link at the top of the page. Please note that Purchase History refers only to web purchases and is unique to that user. Orders placed by phone or e-mail or submitted by other web users with your facility will not be visibile under the Purchase History tab.

However, if you navigate to Transaction History, you will be able to see all quotes, invoices, payments made, balances due, etc. for the account--regardless of how or by whom it was placed.

For easiest ordering anytime, use our web store--full of new features like duplicate previous orders, view/print invoices, and track shipments. Click here to login.

Or, give one of our sales representatives a call using our toll-free number: 1-800-524-5427. You can also fax us 24 hours a day at 1-254-751-0299. You are welcome to e-mail your orders at sales@icswaco.com.

Yes! You can navigate to My Account> Purchases> Reorder Items.

From there you can look at up to the past 180 days of your order history using the drop down filter. You can also view items by Frequently Purchased or by Most Recently Purchase and easily reorder these items.

Order minimum of $25.00 for government facilities and $100 for other entities. Order minimum subject to discretion of ICS. Prices listed and item availability are subject to change without notice.

Phone Orders: Accepted Monday – Friday 7:30 am to 5:00 pm CST. Our office is closed on Holidays.

Webstore Orders: Accepted 24/7. If you need to create a web login, contact us through the web chat, or click here.

Yes! ICS has a number of freight programs to fit any size facility. Give us a call for more information! We also have a number of freight deals and programs to suit facilities of all sizes. Call us for more information.

Anyone can check the statuses of their orders by clicking on Order Status at the bottom left of the page. You do not need a web login or access to do so.

Just enter in the Order Number and either the Zip Code or e-mail address associated with the order and an abridged version of your order with current status will appear. You will need to log in to see your full order history.

We carry a large inventory in stock and most orders for in-stock merchandise ship within 24 hours. Prices shown in our catalog are F.O.B. Waco, Texas or factory. We will prepay all freight charges and add them to your invoice so that no shipment comes collect. We do offer free shipping on Web orders over $1,000.00 (*exclusions apply). Free Freight does not apply to orders shipping to Alaska and Hawaii. We have excellent discounts with major freight carriers such as UPS, FEDEX and other LTL Freight lines. When you place your order, we will search out the most economical and efficient carrier for your shipment.

*Exclusions on various products include mattresses, pillows, furniture, fixtures, security related items, janitorial supplies, toilet paper and gallon-size products.

For F.O.B. Destination prices, give us a call. We will be happy to work up prices for freight charges as needed.

Delivery drivers have a 30-minute window to deliver. Any additional delivery delays may be charged to the customer.

Please sign for your shipment after you have checked to make sure it arrived to you safely!

Although rare, items can incur damage while in transit. Please read the information below so that you are informed in the event of freight damage. Make the truck driver wait while you inspect the cartons. The driver is required to give you up to 15 minutes to inspect your shipment. You are allowed to break the shrink wrap on skids to inspect individual cartons. If any item is clearly damaged, or if you have any doubt about possible damage, you MUST do the following:

Visual Damage:

• Note it clearly on the proof of delivery before signing.
• Keep your copy of the proof of delivery.
• Take pictures of the damage, as well as the damaged carton.
• Contact us within 24 hours.
• Keep the damaged cartons and packing materials for inspection.

If part or all of your order is damaged, and you did not note this on the proof of delivery, we CANNOT guarantee any compensation for damages.

Concealed Damage:

Should you find any damage after opening the packaging, please send us pictures of the damage as well as pictures showing the carton(s) were not damaged. Damage must be reported to us within24 hours. Please be sure to keep the carton(s) and all packing material.

As of 5/2019, ALL damage claims MUST include photographed documentation. You will be asked to submit photos of the damages during your report.

If you should have any problems when receiving your merchandise, give one of our representatives a call using our toll free number: 1-800-524-5427.

If your merchandise is delivered using a major freight carrier, please be sure to fully check and count your packages upon delivery before you sign for them. Always count the number of pieces you receive. Boxes and packages should be signed for by piece count; not by pallet count. Do not rely on the driver’s count. Always sign the delivery receipt for the actual number of pieces received. You will find the box counts on the packing list included with your shipment.

Sign your full name, no initials, the date the material was received and the condition the material was in. On fragile items you have the right to open and inspect your goods before signing for them. If the driver is reluctant to allow this inspection, you can sign with “goods damaged” written on the freight bill. If necessary, please call the shipping company or ICS while the driver waits.

If there should be a problem with the merchandise received, please note any damage or shortages on the freight bill with the driver present. This is very important because if you sign for merchandise without making any notations of your shipment being damaged or a package missing, the freight companies are released from liability of freight claims.

Any hidden or concealed shortages must be reported to ICS within 24 hours of delivery. Any shortages not reported promptly, may not be honored. Please report issues immediately.

As of 5/2019, ALL damage claims MUST include photographed documentation. You will be asked to submit photos of the damages during your report.

We ship Monday – Friday with the exception of Inventory and Holidays.

Expedited Orders: 2nd day, overnight or priority orders received between Monday and Friday are usually processed the same day. All 2nd day, overnight or priority orders must be placed by 12 PM CST to be shipped on the same business day. If placed after 12 PM CST, then your order will be processed the following business day. In the unusual event that an order is placed for an item that is not in stock, we will immediately notify the point of contact according to the Purchase Order to obtain further shipping instructions (i.e. hold to ship complete, ship and cancel backorder, etc.).

Expedited orders are F.O.B. Point no exceptions. For each shipment, shipping costs are calculated automatically based on the buyer's location. When items have been ordered but could not be packaged together, multiple shipping charges will relate to the Purchase Order.

Please note that expedited shipping affects 'transit time', not production or processing lead times. Additionally, shipment of order may be delayed if there is problem with the payment.

Exclusion for the free freight promotion excludes shipping outside of the continental US. It may also exlude products such as mattresses, racks, carts, furniture, and other large or heavy items.

However, for freight deals beyond this one, we encourage you to Request a Quote either through the web or via phone or e-mail as we are often able to work something up depending on the items and quantities ordered.

ICS has been supplying jails and other institutions for over thirty years. Our policy is to stand behind our merchandise 100%. Returns or exchanges must be made within 30 days of receipt of goods. A restocking fee of 20% may apply to stock, drop-shipped, and clothing orders. Custom, special order, and screen printed items may not be returned.

Due to COVID, we can no longer accept returns of clothing. Additionally, we will only accept returns of products that are new, unused and sealed in original packaging.