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Call our Customer Service department at 1-800-334-5000 or simply click on Open a Free Account.
What information is required to set up an account?To assist in determining the type of service that best suits your needs, please have the following information ready:
Please contact Customer Service for assistance at 1-800-334-5000.
We deliver to every address in California and the major metropolitan areas of Arizona, Nevada, Oregon, and Washington. Please refer to the "Zip Code Lookup" feature on the yellow left-hand navigation bar for the delivery times for the zip codes in each state.
What are your service levels and delivery times?Please refer to our Zip Code Guide for delivery guarantee times for specific cities.
How can I get a rate quote?Call Customer Service at 1-800-334-5000 or click on Rates.
Can I request a delivery signature for my package? Is there a charge?Yes, simply check the "signature required" box on your shipping waybill or in WebOnTrac. There is no charge for the service.
Does OnTrac provide a C.O.D. service?Yes. OnTrac's C.O.D. service guarantees the collection of funds, in any form other than cash. At this time, we do not guarantee specified payment type. Please check the C.O.D. box on the waybill or in WebOnTrac and specify the dollar amount to be collected. For more information on our C.O.D. policy, please see our Service Guide.
How do I get shipping software supplies?You can order supplies online or call 1-877-225-6837. We provide FREE WebOnTrac plastic sleeves and labels for Zebra and Eltron printers.
There are two easy ways to schedule pickup:
If you ship a minimum of 15 packages per month with OnTrac, you can schedule a daily pickup at no charge. You'll be scheduled in a 45-minute pickup window that best suits your needs (as late as 7:00 pm in most areas). There is no charge for this service.
Can I reroute a shipment before it has been delivered? Is there an extra charge?Yes, packages can be rerouted to a new delivery address prior to delivery. There may be a delay in the delivery and a nominal fee may be assessed.
What is the maximum size package I can send?The maximum allowable dimensions are 72 inches by 48 inches by 48 inches. We will accept individual packages weighing up to 150 lbs. In addition to our Sunrise and Sunrise Gold services, we provide a Heavyweight service for customers shipping pallets to the same destination. Please refer to our Rates page for a rate quote on any of our services.
How late can I drop off a package?Please refer to our list of drop off locations for individual times.
How late can I schedule a pickup?Times vary by location; please call customer service for specific pickup times in your area at 1-800-334-5000 or refer to the ZIP Code Guide.
How do I address and prepare a package for shipment?The Preparing a Package link provides step-by-step instructions.
What is your holiday schedule?We are closed on the following holidays:
New Year's Day
Memorial Day
Independence Day
Labor Day
Thanksgiving
Christmas Day
It is not a part of our standard service to pick up on weekends, but some special arrangements can be made. Please call Customer Service at 1-800-334-5000.
Can I pick up my package at one of your offices?Yes. Please call Customer Service at 1-800-334-5000 to make advance arrangements.
What documentation is required to ship?We require the use of a OnTrac waybill or a label generated from WebOnTrac, our online shipping system. Each package is assigned a tracking number, which will allow your package to be tracked through our system.
You can reach a Customer Service Representative at 1-800-334-5000 between 6:30 am-9:00 pm PST Monday through Friday and Saturdays from 8:00 am-2:00 pm PST.
How do I order supplies, and what will I receive?You may order supplies online or by calling customer service at 1-800-334-5000. You will receive a three-month supply per order.
Will you contact me if there is a problem with my package?In the event of a problem with a delivery, every attempt will be made to contact either the shipper or receiver in order to resolve the issue.
WebOnTrac is our online shipping system. You can print waybills, maintain an address book, print shipping reports and much more. It's an easy and convenient way to prepare you packages for shipment. Click here for more details.
How do I set up my account to use WebOnTrac?You can click on "Don't have a WebOnTrac login? Click here" in the yellow bar. Or you can call the OnTrac Support Desk at 1-877-225-6837 and a representative will set up your user name and password.
How can I import my addresses into WebOnTrac?The WebOnTrac Support Desk can import your addresses into your account. Simply email your address database file to softwaresupport@ontrac.com and we will convert the data and put it in your account.
Do I need to schedule a pickup after I've printed a waybill?If you do not have a regularly scheduled pickup, you can click on Schedule a Pickup, call Customer Service at 1-800-334-5000, or you may drop off your shimpment at one of our many Drop Box locations.
Can I cancel a pickup online?If you need to cancel a pickup, please call Customer Service at 1-800-334-5000.
Any customer with an established account may use any of our conveniently located drop boxes.
Do the drop boxes contain supplies?No, customers use their own envelopes and shipping materials.
What do the drop boxes look like?Our Drop Boxes have a dark blue top, white bottom and yellow and white lettering on the sides.
What size package will fit?The opening is 9 inches by 23 inches. Some drop boxes have special openings on the rear to accept larger tubes and architectural plans.
How can I find a drop box near me?You can search our website for locations on our Drop Box page.
Can I suggest a new drop box location?Please send us an email with your proposed location. click here.
Do I pay a pickup fee when I use a drop box?No, the $3.95 pickup charge does not apply when using a drop box. Your package will be picked up after the posted pickup time on each drop box and delivered the next day.
Please call 1-877-227-5139 for billing assistance.
How do I read my invoice?Please call 1-877-227-5139 for billing assistance.
How often do you bill and what are your payment terms?All invoices are generated on a weekly basis. Payment is due upon receipt.
What is an "on-call" fee?An on-call fee of $3.95 is assessed to all non-daily scheduled pickup customers. This fee is also assessed to all third-party pickups. You will not be charged this fee if you put your package in one of our many Drop Boxes.
Where do I send my payments?
All payments should be mailed to the address listed on your invoice:
OnTrac
Department 1664
Los Angeles, CA 90084-1664
We accept personal or business checks, cashier's checks, money orders, and Visa or MasterCard.
How do I request credit for a late shipment?All claims regarding delay or non-delivery of any shipment must be submitted in writing to OnTrac within 30 days of delivery of the shipment. Please direct all claims to:
OnTrac
Attn: Claims
3401 E. Harbour Dr.
Phoenix, AZ 85034
Customer Service: 1-800-334-5000
WebOnTrac Support Desk: 1-877-225-6837
Billing: 1-877-227-5139
ZIP Code Guide
Service Guide