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Setting Up a Free Account
Products and Services Pickup and Delivery Customer Service WebOnTrac Online Shipping Drop Boxes Billing and Payments How do I set up an account? Call our Customer Service department at 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 800.334.5000.
Please refer to our ZIP Code Guide for delivery guarantee times for specific cities.
What are your requirements for daily pickup? What are your customer service call center hours of operations? You can reach a Customer Service Representative at 800.334.5000 between 6:30 am - 9 pm PST Monday through Friday and Saturdays from 8 am - 2 pm PST. How do I order supplies, and what will I receive? You may order supplies online or by calling customer service at 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. What is WebOnTrac? 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 "Ship a Package" in the yellow bar. Or you can call the Software Support Desk at 877.225.6837 and a representative will set up your user name and password. How can I import my addresses into WebOnTrac? The Software 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 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 800.334.5000. How can I use a OnTrac Drop Box? Any customer with an established account may use any of our conveniently located drop boxes. Does the Drop Box 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 blue 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. Do I pay a pickup fee when I use a Drop Box? No, the $4.50 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. How can I find out my account balance? Can I check it online? Please call 877.227.5139 for billing assistance. How do I read my invoice? Please call 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 $4.50 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 What methods of payment do you accept? 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 requests for shipment charge credits for a delayed or late shipment must be submitted in writing to OnTrac within 15 days of your invoice date. Please direct all requests for shipping credits to the Billing Department, at 877.227.5139. How do I file a claim for a lost or damaged shipment? All claims regarding loss or damage to any shipment must be submitted in writing to OnTrac within 30 days of delivery of the shipment. Please direct all claims for loss or damage to the Claims Department: OnTrac Attn: Claims 2601 S. 37th St., Ste. 3 Phoenix, AZ 85034 Important Phone Numbers & Links
Customer Service: 800.334.5000 WebOnTrac Support Desk: 877.225.6837 Billing: 877.227.5139 ZIP Code Guide Terms & Conditions |
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