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Useful Shipping Info

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 delivery commitment time, the driver may attempt to deliver the package at the end of the delivery route at no additional charge. 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.

Non-Deliverable Packages

A package is considered non-deliverable when:

  1. Three unsuccessful delivery attempts have been made
  2. The package is refused
  3. The consignee has moved

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:

  1. Fourth and subsequent delivery attempts to the original address
  2. Re-delivery to a revised address
  3. Refusal of package by recipient and return to the shipper

Address Correction

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.

Fuel Surcharge

The Fuel Surcharge is an index-based surcharge that is adjusted weekly. Changes to the surcharge will be effective on the Monday of each week and will be posted the Wednesday prior to the adjustment. The Fuel Surcharge is assessed on the net package rate plus applicable transportation-related charges.

The surcharge is based on the based on the U.S. West Coast Average On-Highway Diesel Fuel Price as reported by the U.S. Energy Information Administration (EIA) for the week that is two weeks prior to the adjustment, rounded to the nearest cent. For example, the surcharge for the week of November 13, 2017, is based on the U.S. West Coast Average On-Highway Diesel Fuel Price for the week of October 30, 2017.

Pickup and Delivery Service Conditions

  1. 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 an OnTrac Service Representative.
  2. At the discretion of OnTrac, certain shipments may not be released without a signature, even when authorization has been given. OnTrac will not accept liability for service or claims when the shipper has authorized us to leave a package without obtaining a delivery signature.
  3. Shipments with a Declared Value will automatically require a signature.
  4. Shipments are delivered to the address on the package. When the address on the package does not match the address on the OnTrac shipping label, the address on the OnTrac shipping label 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.
  5. Shipments to campuses, hotels, hospitals, government offices, installations or other facilities that utilize a central receiving area or mail room will be delivered accordingly.
  6. 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, alcohol, tobacco and all tobacco products. OnTrac does not accept any type of hazardous goods, or shipments containing bodily fluids. We will not accept fragile shipments, and we will not ship medical marijuana.

OnTrac 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 OnTrac 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 or 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 OnTrac for delivery. OnTrac 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.

Hazardous Materials

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.

DIM Weight

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 139. 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. Letters less than or equal to 8 oz. will be billed the Letter Rate.

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.

Size Restriction

The maximum allowable size of a shipment limits any one dimension from exceeding 72”, or 130” in combined length plus girth (2x(width+height)). Shipments exceeding these limits will be subject to the 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.


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