Help Topics

6 - Mail Delivery

6.2 - How to avoid mail rejection

It is important to understand that every correctional institution is regulated by certain set of internal rules (for mail review and distribution) at their end that are subject to change at any time without notice. There are no exceptions to the rule that we know of. All non-privileged inmate mail (general mail from family and friends) is subject to review and approval by the prison mailroom staff before it is given to the inmate. TextBehind® Service cannot deliver any letter to the inmates directly. 

Delivery of your letter to the inmate depends on the courier and then the prison mailroom staff. TextBehind® service does not control or influence postal service or prison mailroom staff in their standard process and timeframe. However, we strongly recommend that you should NOT create or add any of the following type of contents to your letter:

This list is compiled based on our understanding over the years and should not be deemed complete or representative of any law or regulation. It is compiled only to educate our users to encourage clean communication that is considered more compliant to the known rules followed by prisons in general. This list is updated over time as we learn more about additional types of unacceptable contents:

Content types that will mostly likely cause your letter to be rejected (in part or entirely):

  1. Nudity / Sexually explicit photos.
  2. Showing weapons in photos.
  3. Tattoo artwork, fantasy cliparts or social media posts
  4. SRG - gang related signs, hand gestures or symbols. 
  5. Threats and violence related content.
  6. Substance abuse, alcohol or smoking.
  7. Illegal activities.
  8. Stacks of cash.
  9. Text contents containing threats, gang affiliation, illegal activity or credit card numbers.
  10. Photos of inside of a prison, building plans or route plans
  11. Newspaper articles, book chapters, coloring book pages or sudoku puzzles
  12. Betting or sports charts
  13. Inmate to inmate correspondence

Additional reasons that may cause your letter to be delayed or undelivered:
  1. Your loved one's institution is not correct or updated. It is your responsibility to update inmate's institution periodically.  [1] 
  2. If the institution is accepting basic 6" x 4" postcards and rejects all standard mail.
  3. If the institution is accepting electronic email messages to the kiosks and tablets only.
  4. If the institution is under lock down.
  5. If your loved one is under disciplinary segregation.
  6. If your loved one is not permitted to receive mail from you or for any other reason.
  7. If your loved one was temporarily out of the facility at the time of mail distribution.
  8. If your inmate is no longer in custody at that institution where mail was originally sent to.
  9. USPS lost the letter during transit.
  10. Prison institution's staff misplaced letter after receiving it.

[1] TextBehind system is connected with most of our contracted facility databases where inmate roster information is sent to us electronically once per day. However, this information may not always be reliable. Clerical mistakes can occur. On the other hand, TextBehind system is NOT connected with any of the non-contracted facility databases which means, we cannot know inmate's custody or transfer status. Our automated system will process and ship your letters based entirely on the information in your account. If your letter was shipped to an institution where your loved one is no longer located, that will not be reversible and TextBehind will not be held responsible for shipping letter to an incorrect institution due to that reason. 

Therefore you are advised to either update inmate's information from MANAGE CONTACTS >> Request Change of Information section OR notify TextBehind by sending an email to TextBehind to update your loved one's information. You should create any new letters for such inmate only AFTER the information is updated. 


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