Frequently Asked
Questions

1. Package Tracking

• Can I change my delivery address once it has shipped?

  For security reasons, your retailer will need to approve changes to your delivery address. Please contact your retailer.

• Does OnTrac deliver on weekends?

  Select service areas provide deliveries Saturdays 8 a.m. to 9 p.m. and Sundays 8 a.m. to 9 p.m.

• Help! I can’t find my package!

  We want to help! Please click here to view the status of your package. If you still need further assistance, fill out the form on the tracking page with your tracking number and contact details. After you submit the form, you will receive an email with a case number for your reference. Please allow us up to 48 hours to investigate so we can respond to you with the latest information about your package and next steps.

• How do I track my OnTrac package?

  Please visit the tracking page on the website and enter your tracking number. After you enter your tracking number, please hit “Track Your Package” to see the latest status.

• I don’t have a tracking number. What do I do?

  Contact your retailer for tracking information. Your tracking number will begin with "C", "D", “1LS”, “LS”, “LX”, or “BN”.

• I no longer want to receive my package. What can I do?

  Please notify us by filling out our contact form. If tracking says your package is out for delivery, you may leave a note on the door requesting that your package not be delivered.

• I want to be notified on updates to my package status

  To receive real time updates on your order through the NotifyMe Program, please track your package and click the “NotifyMe” button next to “Shipment Progress”. Follow the prompts to opt in for text notifications when your package goes out for delivery, when there is an attempt, or when the package is delivered.

• My package is delayed, who can help?

  If your package is delayed, we are working to deliver it safely and soon. If tracking only shows “LABEL CREATED, TRACKING DETAILS WILL BE AVAILABLE ONCE THE PACKAGE ARRIVES AT THE ONTRAC FACILITY,” this means your package has not been received by OnTrac for delivery. Generally, if your status has not changed in 3 business days, please reach out to your retailer for assistance.

• What do I do if my package is marked as delivered but I can’t find it?

  If your package is marked as delivered but you cannot locate it, please submit an inquiry after tracking by choosing “Tracking shows delivered; no package”. This will open an investigation for the package. Then check your email for more information on the investigation process. If you’ve already submitted an inquiry and it’s been more than 2 business days with no updates or package location, please contact your retailer for next steps and further assistance.

• Where can I enter delivery instructions to my order?

  If you have delivery instructions to add to your order, please submit an inquiry after tracking and select “Add Delivery Instructions to Order." This is the best way to communicate instructions to our team and driver. Please note that if your package is out for delivery, the instructions may not be available until the next delivery attempt within 1-2 business days. (If you’re trying to change your address, please contact your retailer – see below for more information).

• What does “attempted” mean? No one came to my house, and I was home all day.

  When a delivery is marked as “attempted,” it means that the package was loaded onto a vehicle, but we were unable to deliver it to the final destination. This could be for several reasons, including issues with package safety, the delivery address, or accessing the delivery location.
  
  If you’re disputing that a delivery attempt was made, we apologize. Please take a moment to check your “ship to” address on your retailer’s website. If there are any corrections or additions like delivery instructions or access codes, please submit an inquiry after tracking by choosing “Add Delivery Instructions to Order”. You package should be attempted within 1-2 business days. We’re unable to make same-day reattempts.

• When does OnTrac deliver?

  OnTrac delivers packages to residences Monday through Friday between 8 a.m. and 9 p.m. in your local time zone.

About OnTrac

• How does OnTrac reduce delivery timeframes?

  OnTrac operates a hub-and-spoke network of more than 102 locations and 16 sort centers that are strategically located near some of the most populated cities in the U.S. This allows OnTrac to complete deliveries within shorter delivery timeframes than national carriers.

• Is OnTrac a USPS?

  No, OnTrac is not part of the USPS. OnTrac is an independent, privately-owned, last-mile delivery carrier that currently delivers to over 250 million consumers across 31 states and Washington, D.C.

• Is OnTrac hiring?

  Yes! We are always hiring full-time and part-time employees. To find out about available positions, please visit our careers page.

• What carrier is OnTrac?

  OnTrac is an independent, transcontinental carrier for last-mile e-commerce parcel deliveries. Our delivery network spans 31 states and Washington, D.C. and reaches over 250 million U.S. consumers.

• What does “last-mile delivery” mean?

  There are many steps involved in the delivery process. The last mile of delivery (or the final mile) refers to the very last step in the delivery process, when a package leaves its final servicing facility and is delivered to its final destination (typically a residential or business address) by a carrier such as OnTrac.

• What is OnTrac?

  OnTrac is a leading provider of same-day and next-day delivery services. OnTrac partners with more than 7,000 independent contractors to make residential and business deliveries for some of the world’s largest retailers using an integrated hub-and-spoke delivery network.

• Where does OnTrac deliver?

  We provide residential deliveries in 31 states and Washington, D.C. Our network map can be found here.

• Why do companies ship with OnTrac?

  Companies choose to ship with OnTrac because we provide innovative, best-in-class delivery solutions to help retailers and shippers meet their customers’ expectations of fast, reliable last-mile delivery, while helping them save money, ensure capacity, and build flexibility within their supply chains. OnTrac's hub-and-spoke delivery network reaches 80% of the U.S. population across 31 states and Washington, D.C. and enhances shippers’ ability to meet growing demand in the consumer e-commerce delivery market.

3. Customer Service

• How can I reach the OnTrac Customer Service team?

  To contact the OnTrac support team, text (302) 246-7136 and an OnTrac representative will be happy to help. *Standard message and data rates apply. You may opt-out at any time.
  
  To chat with a member of our team, click here and then select the virtual assistant icon in the bottom right hand corner.
  
  If you prefer to speak with a customer service team member, call (804) 414-2590 during our listed hours.

• What are OnTrac ’s customer service call center hours of operation?

  Monday-Friday: 8 a.m.-9 p.m.
  Saturday: 8a.m.-8p.m.
  Sunday: 8a.m.-5p.m.
  
  Our customer service call center is closed on New Year’s Day, the 4th of July, Thanksgiving Day, and Christmas Day.

• What is OnTrac’s customer service phone number?

  OnTrac's customer service team can be reached by calling (804) 414-2590 or texting (302) 246-7136 * and a representative will be happy to help.
  
  *Standard message and data rates apply. You may opt out at any time.

4. Package Delivery Drivers

• Can I contract with OnTrac to deliver packages?

  Yes! OnTrac has many opportunities available for drivers who are not only passionate about delivering packages, but are excited about providing a fantastic customer experience. Our customers have high standards that they expect contractors to maintain, like carrying appropriate levels of vehicle insurance and having a satisfactory Motor Vehicle Report. They expect packages to be handled with care and depend on people like you to properly reflect their brand.
  
  Think you have what it takes? Learn more about package delivery with OnTrac.

• What are the benefits of contracting with OnTrac to provide transportation and delivery services as an independent contractor?

  Contracting with OnTrac allows you to grow your business using your vehicle(s) on your time. Click here to learn more.

• What is required to partner with OnTrac as an independent contractor to deliver packages?

  OnTrac partners with safe drivers who are committed to providing an excellent, professional, last-mile delivery experience. To begin the process of partnering as an independent contractor, you must be at least 21 years old, have a valid driver’s license, a vehicle, smartphone, vehicle registration, and insurance. To learn more about package delivery with OnTrac, visit our driver page and fill out our form.