Second Delivery Attempt on the Same Day
If a recipient location is not open on the first delivery attempt and it is still within the guaranteed delivery time, the driver will attempt to deliver the package at the end of the delivery route at no additional charge. Shipping charges will not be waived if the first delivery attempt was made within the stated guidelines of the OnTrac Service Guarantee. Same-day reattempts are not available for OnTrac Ground Service.
Second Delivery Attempt the Following Business Day
Whenever a recipient location is not open upon our first delivery attempt and a second delivery attempt the same day is not possible, OnTrac will attempt to deliver the package the following business day at no additional charge.
A package is considered non-deliverable when:
- Three unsuccessful delivery attempts have been made
- The package is refused
- The consignee has moved
- The C.O.D. is uncollectible
OnTrac will attempt to contact the shipper for instructions whenever a package is deemed to be non-deliverable, and will make subsequent delivery attempts according to the shipper's instructions. An additional fee of the basic overnight delivery rate will apply to the following:
- Fourth and subsequent delivery attempts to the original address
- Re-delivery to a revised address
- Refusal of package by recipient and return to the shipper
Whenever an address correction results in a package remaining on the same delivery route, and the correction is noted the same morning as the scheduled delivery, the driver will make an additional delivery attempt on the same day. Packages with address changes received after the route is completed will be delivered the following business day. When an address change results in a change of delivery route, the shipment will be delivered the following business day unless a special delivery is arranged through our Customer Care Department. An additional fee may apply.
The Fuel Surcharge is an index-based fluctuating percentage that rises and falls based on National U.S. Average On Highway Diesel Fuel Prices, which are reported by the U.S. Department of Energy. The Fuel Surcharge is assessed on the net package rate plus applicable transportation-related charges. Changes to the surcharge will be effective the first Monday of each month and will be posted on ontrac.com the prior Wednesday to the effective date.
Sunrise Gold, Sunrise and Palletized Freight
The Fuel Surcharge for Sunrise, Gold and Palletized Freight Services are based on an average of the National U.S. Average On Highway Diesel Fuel Prices for the previous four weeks posted before the prior Wednesday to the effective date.
OnTrac Ground and CalTrac
The Fuel Surcharge for OnTrac Ground and CalTrac Services are based on the National U.S. Average On Highway Diesel Fuel Prices for the month that it two months prior to the adjustment. For example, the Fuel Surcharge for March is based on January's diesel fuel average.
Fuel Surcharge Index
Fuel Surcharge percentages and their associated trigger points are subject to change without notice. If the Fuel Surcharge rises or falls beyond the posted index, or there are changes to the trigger points, the index will be updated on ontrac.com.
Pickup and Delivery Service Conditions
- Shipments may be delivered without obtaining a signature if the sender has not marked the appropriate box on the shipping manifest indicating a signature is required, or has given verbal or written authorization to a OnTrac Service Representative.
- At the discretion of OnTrac, certain shipments may not be released without a signature, even when authorization has been given. Such circumstances would include C.O.D. service, or if our driver deems the delivery location to be unsafe to leave shipments unattended. OnTrac will not accept liability for service or claims when the shipper has authorized us to leave a package without obtaining a delivery signature.
- Shipments with a Declared Value will automatically require a signature.
- Shipments are delivered to the address on the package. When the address on the package does not match the address on the waybill, the address on the waybill prevails. In some cases we may find cause to make an "indirect" delivery. An indirect delivery is made to an address other than the address on the package, such as to a neighbor.
- Shipments to campuses, hotels, hospitals, government offices, installations or other facilities that utilize a central receiving area or mail room will be delivered accordingly.
- In order to use our C.O.D. service, an OnTrac account number is required.
- On-call service and daily scheduled pickups are available. Please refer to our rates or terms and conditions for more information.
What We Will Not Ship
OnTrac reserves the right to decline the shipment of certain items. Items we will not ship include, but are not limited to: illegal goods, cash, or cash equivalents, negotiable instruments, stamps, coins, jewelry, precious metals, original artwork, antiques, one-of-a-kind items, furs, live animals, fuel of any kind, or any type of perishable goods.
The company does not accept any type of hazardous goods or shipments containing bodily fluids. We will not accept fragile or perishable shipments. OnTrac will not ship medical marijuana. The company assumes no liability for fragile articles including, without limit, electronic and electric devices, scientific testing equipment, glass, crystal, porcelain and china. OnTrac does not deliver to P.O. Boxes.
No service shall be rendered by OnTrac in the transportation of any shipment that is prohibited by law or regulation of any federal, state, provincial, or local government. If any shipment tendered to the company becomes subject to any federal or state taxes, fees, private express statute fees, excise taxes, consumption taxes or any similar tax, we reserve the right to add that amount to your shipping charges without notice. OnTrac will not be liable for loss, damage or delay caused by events we cannot control, including but not limited to: acts of God, perils of the air, land, and sea, airline delays, weather conditions, acts of public enemies or terrorists, war, strikes, civil commotion or acts of omissions of public authorities including Department of Agriculture, TSA, DOT, PES and customs and health officials with actual or apparent authority.
OnTrac may at its option, but is not obligated to, open and inspect any shipment prior to or after it is tendered to the company for delivery. The company reserves the right to reject a shipment at any time, when such shipment would likely cause damage to or delay other shipments or personnel, or if the transportation of such shipments is prohibited by law.
Consent to Screen
All cargo is subject to screening as per Government Regulations.
OnTrac does not accept for carriage packages containing hazardous materials, hazardous substances or inhalation hazards, bio-hazards such as blood, urine, fluids or other infectious diagnostic specimens, handguns, weapons, firearms and ammunition, fireworks, pyrotechnics, packages leaking fluid, fuel of any kind or any shipment not safely packaged for transport. It is the responsibility of the shipper to ensure that a shipment tendered to the company does not violate any federal, state, provincial, local laws or regulations.
Other Regulated Materials (ORM-D) is one category of hazardous material that OnTrac will ship. ORM-D is typically a consumer commodity which would ordinarily be regulated as a hazardous material but which presents limited hazard due to its smaller quantity, form and packaging for which a limited quantity exception is provided for in the DOT regulations. OnTrac transports ORM-D shipments via ground only, we do not ship ORM-D by air.
Weights and Corrections
OnTrac reserves the right to weigh all shipments. Package weight corrections will be captured in OnTrac's system and the package will be invoiced at the corrected weight charge. When weighing packages, OnTrac rounds to the higher pound.
When weighing packages, OnTrac charges the greater of the actual weight or dimensional weight. Dimensional weight is calculated by dividing the cubic size of the package by 170 for Sunrise and Sunrise Gold Service or 194 for OnTrac Ground Service. The cubic size of the package is calculated by multiplying the length by the width by the height, in inches. Any fraction of the actual or dimensional weight is rounded to the next whole pound. OnTrac reserves the right to weigh all shipments. Package weight corrections will be captured in the OnTrac system and the package will be invoiced at the corrected weight charge.
The maximum allowable size of a shipment limits any one dimension from exceeding 72", with the maximum allowable length and girth combined not exceeding 130". Any package that exceeds 130" will be subject to a large package surcharge.
Billing and Shipping Terms
OnTrac will bill your account weekly and payment is due upon receipt of the invoice. Each invoice is sorted by shipment date and provides delivery information. Invoices can also be sorted in various ways upon request. Any billing disputes must be reported to OnTrac within 15 days of the invoice date. Payment is expected in full. Accounts showing no activity for a period of six months will be reverted to tariff rates. For billing inquiries, please call our accounts receivable office at the number shown on your invoice.