Customer Service Options


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Please Note:  Purchase limits for items purchased under the hobby program are limited by DOC policy.

Hobby orders may NOT exceed $100.00 per inmate per calendar month excluding taxes. Musical instruments are exempt from this limitation.





Returns and Exchanges
Customer satisfaction is our goal.

Please send items to be returned to Jack L. Marcus, Inc. with a copy of the receipt from your order. We recommend shipping via UPS so that packages can be traced. We will gladly accept returns for refund or exchange within 60 days of purchase.



Returns Address:
Jack L. Marcus, Inc. (Returns)
5300 W. Fond Du Lac Ave.
Milwaukee, WI 53216-1348


Shipping charges are not refundable. Returned merchandise must be in its original condition. Engraved, soiled, worn, laundered or damaged merchandise will not be accepted for return and will be reshipped at the inmate’s expense. We cannot accept merchandise for return or exchange after 60 days. Returns after 60 days will be held until payment arrangements have been made to return the merchandise to you.

We will only hold merchandise for 60 days, and then it will be destroyed.

Upon receipt of the returned merchandise, we will issue a refund to the original buyer of the merchandise either by check, PayPal or credit card credit depending on the original form of payment.

Because Jack L. Marcus, Inc. strives to offer the lowest possible prices for our merchandise and does not charge a shipping fee, we can only accept merchandise for return or exchange that has been shipped prepaid. If the merchandise is found to be defective or has been shipped to you in error, please contact our customer service department and we will either reimburse you for reasonable UPS shipping charges or issue a call tag for UPS to pick up the merchandise. Please note that if merchandise returned on a call tag is found not to be defective, return freight charges will be deducted from the refund or added to the expense of returning the merchandise back to you.


Special Note Regarding Engraved Items: 
We cannot accept for return or exchange any item that has been engraved. If the item is defective and has been engraved, please send it back along with a detailed explanation of the defect. Upon receipt, the merchandise will be tested. If it is found to be defective, we will either issue a refund, exchange or proceed according to the warranty policy. If it is not found to be defective, we will contact you to arrange for payment to return the merchandise to you. We will hold merchandise for 60 days after which it will be destroyed. 



Sales Tax
Sales tax is only charged for merchandise orders shipped to Wisconsin according to current state and local tax rates. Sales tax will automatically be added for online and phoned in orders. For faxed or mailed in orders, please consult the sales tax section of your order form and apply the appropriate rate. Sales tax, where applicable, will be refunded for returned items. 



Discontinued or Out of Stock Items
Backorders are not allowed. If an item is not available, a refund will be issued.

Order Cancellation or Modification
Because we process orders quickly, we ask that customers contact us immediately by e-mail or phone to modify or cancel an order. Cancellations, modifications or inquiries should be e-mailed to or phoned in to 800-236-2611 from Monday through Friday 8:00 AM through 5:00 PM Central Time. We will do our best to assist you. 

Order Confirmation and Tracking
You will receive an e-mailed confirmation of your online order immediately after your order is placed. If you provided an e-mail address with your online, phone, fax or mail order, you will receive an e-mail when your order is shipped which will provide you with a UPS tracking number. Please be sure to add to your safe senders list so that your confirmations are not considered SPAM or junk mail. You can track your order after it has been shipped by clicking the "Order Tracking" button at the top of every page. Proceed by entering the JLMORDER number and the zip code the package is being delivered to in the appropriate boxes, then clicking the "Track this package" button. Click here to track a package.

Catalog Accuracy
Please note that although every effort has been made to provide the most accurate and up to date information in our product descriptions, manufactures occasionally modify the packaging or specifications of an item without notice. We will do our best to update our website, notify our facilities and inform our customers when changes occur. We apologize in advance for any inconvenience.

Accepted Forms of Payment
Please send payment in the form of a money order or cashier’s check. We also accept MasterCard, Visa and Discover. We do not recommend that you send cash by mail. Orders for Wisconsin Department of Corrections facilities may also be placed online using PayPal or a credit card at


Free Shipping
Jack L Marcus Inc. offers FREE & FAST shipping for all orders shipped to Wisconsin Department of Corrections locations. All orders are shipped via UPS Ground from Milwaukee, Wisconsin. UPS estimates a one day in transit time to all Wisconsin facilities.

Copyright Notice
Please note that all of the text, color blocks and images included in our website and in our printed catalogs, flyers and other promotional materials are original works protected by copyright law. All rights are reserved. Reproduction of text, blocks and images, in any form, without the express written permission of Jack L. Marcus, Inc. is prohibited.

Contact Us
We hope that you are not only satisfied, but happy with your purchase from Jack L. Marcus, Inc., and we hope that your shopping experience with us is a pleasant one. We welcome your comments and suggestions. Please contact us at 800-236-2611 if you have questions about returns or exchanges, and our customer service representatives will be happy to assist you. Thank you for choosing Jack L. Marcus, Inc.


Jack L. Marcus, Inc.
5300 W. Fond du Lac Avenue
Milwaukee, WI 53216

Phone: 800-236-2611 Monday through Friday 8:00 AM – 5:00 PM Central Time
Fax: 800-643-9992 24/7









Ph: 1-800-236-2611 / Fax: 1-800-643-9992
US phone numbers only. For international orders, please enter 414-438-4999.
2014-2015, Jack L. Marcus, Inc.