Frequently Asked Questions
Setting Up a Free Account
How do I set up an account?
Call our Customer Care department at 800.334.5000 or simply click 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:
- Billing address
- Pickup information
- Billing contact name and phone number
- Pickup contact name and phone number
- Approximate number of packages per month to be shipped
What should I do if I forget my account number?
Please contact Customer Care for assistance at 800.334.5000.
Products and Services
What is your service area?
We deliver to every address in California, and the major metropolitan areas of Arizona, Nevada, Oregon, Washington, Utah, Colorado and Idaho. 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?
Delivery commitment times vary by region and service level. Please use our ZIP Code Lookup tool in the
yellow left-hand navigation bar of our website to search for the guaranteed commitment times.
- Sunrise Service
- Delivered by noon; Saturday delivery by 2pm.
- OnTrac Ground Service
- Next-day and 2-day delivery by end of business day; Saturday delivery by prior arrangement, call
800.334.5000.
- DirectPost by OnTrac
- USPS last-mile delivery; OnTrac Ground transit days, plus one. Call 844.683.7678 for more information.
How can I get a rate quote?
Call the Customer Care Department at 800.334.5000.
Can I request a delivery signature for my package? Is there a charge?
Yes, simply check the "signature required" box in WebOnTrac or the OnTrac Shipping Software. There is no
charge for a signature obtained at a commercial address. If the signature is obtained at a residential address, a
fee applies.
Does OnTrac provide a C.O.D. service?
Yes. Our C.O.D. service guarantees the collection of funds, in any form other than cash. You may select either
Secure Payment (money order or certified check) or Unsecured Payment (company check or personal check). Please check
the C.O.D. box in WebOnTrac or the OnTrac Shipping Software and specify the dollar amount and type of payment to be
collected.
For more information on our C.O.D. policy, please see our Terms
and Conditions.
How do I get shipping software supplies?
You can order supplies online or call 877.225.6837.
We provide free WebOnTrac plastic sleeves and shipping labels for OnTrac-issued printers.
Pickup and Delivery
How do I schedule a pickup?
There are two easy ways to schedule pickup: - Schedule a pickup online - Call the Customer Care Department at 800.334.5000
What are your requirements for daily pickup?
There are no requirements for a daily scheduled pickup. If you invoice less than $100 per week a fee applies. If
you invoice more than $100 per week the daily scheduled pickup is free of charge. You’ll be scheduled in a 45-minute
pickup window that best suits your needs (as late as 7pm in most areas).
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?
Any one dimension of your shipment needs to be less than 72", and the length and girth combined cannot exceed
130". Any package that exceeds 130" will be subject to a Large Package Surcharge. OnTrac will accept
individual packages weighing up to 150 pounds.
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 the Customer Care Department for specific pickup times in your area at
800.334.5000 or use the ZIP Code Lookup Tool in the yellow navigation bar.
How do I address and prepare a package for shipment?
Check our page on Preparing a Package for helpful, detailed information.
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
Please refer to our Holiday Schedule page for more
details.
Do you pick up on weekends?
It is not a part of our standard service to pick up on weekends, but some special arrangements can be made. Please
call the Customer Care Department at 800.334.5000.
Can I pick up my package at one of your offices?
Yes. Please call the Customer Care Department at 800.334.5000 to make arrangements in advance.
What documentation is required to ship?
We require the use of a shipping label from WebOnTrac or the OnTrac Shipping Software. Each package is assigned a
tracking number, which will allow your package to be tracked through our system.
Tracking Status Codes
What do each of the Tracking Status Codes mean?
- Incomplete address. Please contact us.
- There is a discrepancy with the address that needs clarification. Please contact us.
- The delivery area is not accessible.
- Local conditions outside our control are preventing us from delivering the package. In most cases this is
temporary. We will attempt delivery on the next business day.
- Delayed by weather. See service alert.
- The package is traveling through an area of our network impacted by bad weather or a natural disaster. We
will deliver the package as soon as it is safely possible to do so. See our Service Alerts for more details.
- Delivery address changed.
- We received new delivery address information and have updated our system. The package will be rerouted as
needed.
- COD check collected from the recipient.
- The payment specified by the shipper was collected and processed. The payment will be routed to the shipper.
- Delivered.
- The package was delivered. Thank you for using OnTrac!
- Company closed on delivery attempt.
- We tried to deliver the package, but the business was closed. We will attempt to redeliver the package on
the next business day within the posted business hours.
- The recipient refused the delivery.
- A recipient at the delivery address has refused the package. We will hold the package at the local facility
and will contact the shipper for instructions.
- Received damaged. Contacting shipper.
- The contents of the package may be damaged. We are contacting the shipper for instructions.
- Delivered; damaged.
- The package appeared to be damaged when it was delivered. Please check the contents and contact the shipper
if needed.
- Dangerous goods. Please contact us.
- The package includes contents that cannot be shipped with OnTrac. We will contact the shipper for
instructions.
- Change in delivery date requested.
- The shipper or recipient has asked us to deliver the package at a later date.
- Delivered; please check contents.
- The package was delivered. Please check the contents and contact the shipper if needed.
- Delivered to neighbor.
- The package was delivered. Please check with the neighbor.
- Damaged package refused by receiver.
- A recipient at the delivery address has refused the package. We will hold the package at the local facility
and will contact the shipper for instructions.
- Delayed.
- The local OnTrac delivery provider has experienced a delay. The delivery will be rescheduled for the next
business day.
- Wrong delivery status. Update pending.
- A tracking event was added to the package in error. Subsequent scans will appear if additional tracking
events occur.
- Attempted; recipient closed for holiday.
- We tried to deliver the package, but the business was closed for the holiday. We will attempt to redeliver
the package on the next business day and within the posted business hours.
- Held in warehouse for pickup.
- The shipper or recipient has requested that we hold the package for pickup at the local facility. Please
provide the tracking number and photo ID at pickup.
- Held in warehouse. Please contact us.
- The package is being held at the OnTrac facility. We are contacting the shipper for instructions.
- Improper packaging. Please contact us.
- The package cannot be shipped in its current condition. We are contacting the shipper for further
instructions.
- Please contact sender for resolution.
- The package cannot be delivered. Please contact the company or person who sent the package for further
assistance.
- Wrong ZIP Code. Corrected; re-shipped.
- There was a discrepancy with the delivery ZIP Code. The address has been corrected and the package has been
reshipped.
- Not on delivery route; researching.
- By now we had expected additional scans on the package. We will research and update the tracking results.
- Package on incorrect route; rerouting.
- The package is at the correct delivery facility, but not on the correct delivery route. We will reroute and
adjust the expected delivery date as needed.
- Missorted. Will correct and re-ship.
- The package was routed to the wrong facility. We will re-route the shipment.
- Delivery attempted; recipient not home.
- We attempted to deliver the package, but did not leave the package because of a selected service option or a
security concern. We will reattempt delivery on the next business day.
- Out for delivery.
- The package was loaded on a vehicle and is out for delivery.
- Additional shipment data entered.
- We added additional details to our system to help us deliver the package as requested.
- Delivered.
- The package was delivered. Thank you for using OnTrac!
- Shipping information transmitted.
- A shipping label was created.
- Package scanned at facility.
- The package was scanned at an OnTrac facility.
- Package arrived at destination facility.
- The package was scanned at the delivery facility.
- Package picked up from shipper.
- The package was picked up.
- Will redeliver on the next business day.
- An unexpected event has delayed the delivery. We will attempt to deliver the package on the next business
day.
- Package arrived at destination facility.
- The package was scanned at the delivery facility.
- Returning package to the shipper.
- The package is being returned to the shipper. Contact the shipper for more information.
- Staged for loading on delivery truck.
- The package is at the destination facility and will be loaded on a vehicle for delivery.
- Package delivered to the Post Office.
- The package was delivered to a Post Office location. Please track the delivery at usps.com.
- Incomplete address. Please contact us.
- There is a discrepancy with the address that needs clarification. Please contact us.
- Unacceptable content. Please contact us.
- The shipment includes contents that cannot be shipped with OnTrac. We will contact the shipper for
instructions.
- Damaged package has been discarded.
- The shipper has asked OnTrac to discard the package. Please contact the shipper for more information.
- Access code needed. Please contact us.
- We attempted to deliver the package, but could reach the delivery address because of an access issue. This
could be because of an access code, security clearance or locked gate. Please contact us with the access code
or delivery instructions.
- Sent to wrong facility. Contact shipper.
- The package was routed to the wrong facility and will be returned to the shipper. Contact the shipper for
more information.
- Unable to deliver. Please contact us.
- An event has delayed the delivery. Please contact us.
- Unable to ship. Please contact us.
- The package cannot be shipped in its current condition. We will contact the shipper for instructions.
- Wrong address. Please contact us.
- There is a discrepancy with the address that needs clarification. Please contact us.
- Delivered to wrong address; recovered.
- The package was delivered to the incorrect address. It has been recovered and will be reshipped.
- Package on incorrect route; rerouting.
- The package is at the correct delivery facility, but not on the correct delivery route. We will reroute the
package.
- Shipping label created; data received.
- The package data was sent to OnTrac, but we have yet to receive the package from the shipper.
Customer Care Department
What are your Customer Care call center hours of operations?
You can reach a Customer Care Associate at 800.334.5000 between 7 am - 9 pm PST, Monday through Friday, and 7 am -
9 pm PST on Saturday. Customer Care is closed on Sundays.
How do I order supplies, and what will I receive?
You may order supplies online or by calling Customer Care 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.
WebOnTrac Online Shipping
What is WebOnTrac?
WebOnTrac is our online shipping option. You can print shipping labels, maintain an address book, print shipping
reports and much more. It's an easy and convenient way to prepare your packages for shipment. Learn more about WebOnTrac.
How do I set up my account to use WebOnTrac?
You can click 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 shipping label?
If you do not have a regularly scheduled pickup, you can click on Schedule a Pickup, call Customer Care at
800.334.5000, or you may drop off your shipment at one of our many Drop Box locations.
Can I cancel a pickup online?
If you need to cancel a pickup, please call Customer Care at 800.334.5000.
Drop Boxes
How can I use an 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 are solid white, with our logo and blue lettering on the sides.
What size package will fit?
The opening is 5 inches by 22 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 contact us with your proposed location.
Do I pay a pickup fee when I use a Drop Box?
No, the 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.
Billing and Payments
I did not receive my invoice. What do I do?
OnTrac offers PDF invoicing. To switch from paper to PDF, or to request a copy of a current invoice, please complete this form or call 877.227.5139.
How can I find out my account balance?
Please call 877.227.5139 for billing assistance.
How do I read my invoice?
Learn how to read
your invoice.
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 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 following address:
OnTrac
PO BOX 841664
Los Angeles CA 90084-1664
How do I request credit for a late shipment?
Delay in pickup or delivery issues must be reported within 15 days from the invoice date. To submit a Service
Guarantee Refund Request, please email a spreadsheet or comma-delimited file to gsrequest@ontrac.com
with the following information:
- OnTrac Account Number
- OnTrac Invoice Number
- OnTrac Tracking Number
- Transportation Charges
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 calendar days
from the due date of the shipment. Please direct all claims for loss or damage to the Claims Department via email:
Email
claims@ontrac.com.
Account Help
How do I reset my WebOnTrac password?
To reset your password, please email softwaresupport@ontrac.com.
