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 email salesweb@ontrac.com for assistance with account recovery.
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 delivery 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.
Don't have an account but still would like a quote? Please email salesweb@ontrac.com
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.
It's easy to schedule a pickup! Choose one: - Schedule a pickup online, use our Virtual Assistant or text (302) 246-7136.
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.
Times vary by location; please contact the Customer Care Department for specific
pickup times in your area 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.
It is not a part of our standard service to pick up on weekends, but some
special arrangements can be made. Use our Virtual Assistant to contact Customer Care, or text (302) 246-7136.
Can I pick up my package at one of your offices?
Yes. Please use our Virtual Assistant tool in the lower right-hand portion of every page of our website, or text (302) 246-7136.
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.
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.
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.
How do I contact Customer Service?
You can reach a Customer Care Associate by texting (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, please use our Virtual Assistant option on the bottom right-hand corner of our website.
If you prefer to speak with a customer service team member, please call 800-334-5000 during our listed hours:
Business Hours:
Monday-Saturday: 5:00 AM - 6:00 PM PST
Closed on Sunday
Our customer service call center is closed on 4th of July, Christmas Day, New Year's Day, and Thanksgiving Day.
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 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.
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 will need to Schedule a pickup or drop off your package at a Drop Box or OnTrac location.
Can I cancel a pickup online?
If you need to cancel a pickup, please contact Customer Care. You can use our Virtual Assistant or text (302) 246-7136.
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.
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.
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. You can also reach them by completing this form.
How can I find out my account
balance?
Please call 877.227.5139 for billing
assistance. You can also reach our Billing team by completing this form.
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 file a claim
for a lost or damaged
shipment?
If you are the recipient, please contact the company that shipped you the package to arrange a replacement or refund.
If you are the shipper, please submit a claim for loss
or damaged packages to OnTrac within
15 calendar
days
from the due date of the
shipment. Please direct
all claims for loss or
damage to the Claims
Department via email:
