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Terms and Conditions

Last updated November 1, 2022

The following information is applicable for services rendered by the overnight division of OnTrac in California, Arizona, Nevada, Oregon, Washington, Utah, Colorado and Idaho.

The Terms and Conditions posted on the website supersede all other statements and documentation concerning rates and services. OnTrac reserves the right to modify the Terms and Conditions without notice. The Terms and Conditions apply to the transportation of any package, document, envelope, pallet, container or other item via all OnTrac services.

Additional Handling

An Additional Handling Fee of $17.00 will be charged if the following conditions apply:

  • Any article that is encased in an outside shipping container made of metal or wood.*
  • Any cylindrical item, such as a barrel, drum, pail or tire that is not fully encased in a corrugated cardboard shipping container.*
  • Any package with the longest side exceeding 48 inches or second-longest side exceeding 30 inches.
  • Any package with a weight greater than 70 pounds. Please refer to Actual, Dimensional & Customer-Declared Weight for definition of weight.

An Additional Handling Fee will not apply to packages qualifying for the Large Package Surcharge or the Unauthorized Package Surcharge. OnTrac reserves the right to assess the Additional Handling Fee to any package that, in our sole discretion, requires special handling.

Packages that qualify for the Additional Handling Fee may incur additional surcharges during Peak Periods.

*If this applies to your shipment, you will see "Irregular Shape/Package" on your invoice instead of "Additional Handling."

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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 Customer Service. The Address Correction Fee is $18.00 per shipment.

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Billing and Shipping Terms

OnTrac will bill your account weekly and payment is due upon receipt of invoice. Each invoice is sorted by shipment date and provides delivery information. Invoices can also be sorted in various ways upon request. All charges must be paid in full. Any billing disputes must be reported to OnTrac within 15 days of the invoice date. Accounts showing no activity for a period of six months will be reverted to tariff rates. For billing inquiries, please call our OnTrac Billing Department at the number shown on your invoice.

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Second and Third-Party Billing

Should the shipper request that payment for the shipping charges be billed to either the recipient or a third party, and payment is not received within 15 days of the original invoice date, the charges will revert to the shipper and the shipper will be liable for the charges. If the second or third-party account is closed or invalid, all shipping charges will revert to the shipper.

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Claims

Submit claims for damage and loss within 15 calendar days from the due date of the shipment and on the approved Claim Form. To avoid processing delays, please complete the OnTrac Claim Form in its entirety. OnTrac reserves the right to waive any claim received after 15 calendar days from the due date of the shipment. OnTrac is not obligated to act on any claim until the shipper pays all transportation charges and monies owed. Partial payment of an invoice does not constitute a claim settlement or notification of a claim request; the shipper must pay the full invoice amount before OnTrac settles the claim.

When settling claims, OnTrac reserves the right to credit the shipper's account for the settlement amount. The shipper may request a reimbursement of the transportation charges, but it will not include the fees and surcharges for accessorials, value-added services, adjustments, refunds, or any other charge assessed by OnTrac, including, but not limited to the fuel surcharge.

Please direct all claims and claims questions to: claims@ontrac.com

OnTrac Claim Form

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Consent to Screen

All cargo is subject to screening as per Government Regulations.

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Data Processing

Shipment data transmitted electronically via API, BBS, EDI, and FTP must be received by 1am PST. Data submitted after 1am PST will be subject to a $0.50 per-shipment manual processing fee and will delay shipments. The manual processing fee also applies to Transportation Management System-generated data transmitted with outdated OnTrac-issued Sort Code and ZIP Code information. See the Keeping Software Current section for more information.

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Declared Value

Unless a greater value has been declared on the shipping manifest, or when the consignee accepts liability of the shipment via signature on the delivery notice tag, the maximum liability from OnTrac will be limited to $100 for loss or damage or the actual value of the package contents, whichever is less.

We will not accept liability for service for which the shipper has authorized OnTrac (either verbally or in writing) to deliver the shipment without obtaining a signature. When declaring the value of a shipment, the maximum allowable declared value is $25,000 per shipment. Even if a higher value is declared, the liability from OnTrac for loss, damage or delay will not exceed the shipment's repair or replacement cost or its actual value, whichever is less, subject to the other limitations found on the OnTrac website. The shipper is responsible for providing documentation that supports the repair costs, replacement costs or actual value.

The shipper will be responsible for providing proof of actual loss or damage, as well as complying with all claim-reporting conditions when filing a claim. If the shipper declares to OnTrac that the value of the shipment exceeds $100, OnTrac can furnish a rate which will increase our liability for loss or damage to the shipment at the higher value so declared by the shipper, subject to certain limitations. The maximum acceptable declared value is $25,000 per shipment.

For values in excess of $100, an additional fee of $1.15 per $100 of value (or fraction thereof) will be charged. In any event, we will not be liable for any damages whether direct, incidental, special or consequential, including but not limited to loss of income or profits, whether or not we had knowledge that such damages might be incurred.

OnTrac will not be liable for your acts or omissions including, but not limited to, incorrect declaration of cargo, improper or insufficient packaging, securing, marking or addressing of the shipment, or for the acts or omissions of the recipient. We will not accept liability for items which are not fully enclosed in a carton or proper packing material. OnTrac assumes no liability for fragile articles including, without limit, electronics and electronic devices, scientific testing equipment, glass, crystal, porcelain and china.

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Delivery Area Surcharge and Extended Area Surcharge

The OnTrac Service Area includes all of California and the major metropolitan areas of Arizona, Nevada, Oregon, Washington, Utah, Colorado, and Idaho. Some of the ZIP Codes we service are less populated or less accessible than others and carry a higher operating cost. A Delivery Area Surcharge of $4.80 is assessed to offset the cost of providing service to these select areas. For the areas outside of the Delivery Area Surcharge range, a $6.50 Extended Delivery Surcharge is assessed to offset the cost of providing service to these select extended areas. Please visit ontrac.com for the list of ZIP Codes that incur the Area Surcharges.

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Delivery Signature Information


We temporarily suspended some value-added services because of COVID-19. Please see our COVID-19 page for more information.

Signature Required: The shipper has requested that OnTrac obtain a delivery signature from an individual at, or near the delivery address, including, but not limited to, a neighbor, leasing office or mail room. Shipments requiring a delivery signature that are determined to be residential deliveries will be charged $5.90 per shipment. OnTrac determines the residential or commercial status of an address by the data gathered and provided by Experian QAS, a global information services company. The charge does not apply to No Release shipments.

No Release: The shipper has requested that OnTrac obtain a delivery signature from a consignee that must be at least 18 years of age, present a government-issued identification, and be present at the physical address. The charge for No Release is $7.15 per shipment.

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Actual, Dimensional & Customer-Declared Weight

When weighing packages, OnTrac charges the greater of the actual, dimensional, or customer declared weight.

To find dimensional weight, divide the cubic size of the package by 139. For cubic capacity, multiply the package length by the width by the height, in inches. Any weight fraction is rounded to the next whole pound. Letters less than or equal to 8 ounces are billed the Letter Rate.

OnTrac reserves the right to weigh all shipments. Package weight corrections greater than the actual, dimensional or customer-declared weight will be captured in the OnTrac system and invoiced at the corrected weight charge.

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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 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 one week prior to the adjustment, rounded to the nearest cent.

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. If the diesel fuel pricing information released by the EIA is delayed, OnTrac may use released diesel fuel pricing information from an earlier week.

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Hazardous Materials

OnTrac does not accept for carriage packages containing hazardous materials*, hazardous substances or inhalation hazards, biohazards such as blood, urine, fluids, or other infectious diagnostic specimens, handguns, weapons, firearms and ammunition, fireworks, pyrotechnics, packages leaking fluid, fuels of any kind or any shipment not safely packaged for transport. OnTrac will accept shipments containing limited quantities of lithium cells and batteries. When shipping lithium cells and batteries, the shipper must adhere to all Federal Regulations outlined in CFR Title 49. Shipments with limited quantities of lithium cells and batteries are eligible for ground transportation only; we do not ship lithium cells and batteries via air.

When shipping Direct Post, shippers must also adhere to all USPS regulations regarding hazardous and/or restricted materials.

*OnTrac can accept Hazardous Materials that meet the DOT requirements to be reclassified using the Limited Quantity Exception. The shipper is responsible for all DOT markings, labeling, and packing requirements. The shipper's responsibility is to ensure that a shipment tendered to OnTrac does not violate any federal, state, or local laws.

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Holidays

OnTrac observers the following holidays:

  • New Year's Day
  • Memorial Day
  • Independence Day
  • Labor Day
  • Thanksgiving
  • Christmas Day

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Invoices

OnTrac will bill your account weekly and payment is due upon receipt of invoice. Each invoice is sorted by shipment date and provides delivery information. All charges must be paid in full. Any billing disputes must be reported to OnTrac within 15 days of the invoice date. Accounts showing no activity for a period of six months will be reverted to tariff rates.

Should the shipper request that payment for the shipping charges be billed to either the recipient or to the third party, and payment is not received within 15 days of the original invoice date, the charges will revert to the shipper and the shipper will be liable for said charges.

For billing inquiries, please call the OnTrac Billing Department at 877.227.5139.

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Keeping Software Current

Keeping software current helps OnTrac provide the best service possible. OnTrac notifies shippers—or third-parties acting on their behalf—when the OnTrac software or add-on modules are out of date. Failure to update software can create issues, many of which result in fees and surcharges. The shipper will be responsible for all charges caused by data transmitted from outdated software. See the Data Processing section for more information.

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Large Package Surcharge

A Large Package Surcharge of $120.00 will be applied to a package when its combined length plus girth (2x(width+height)) exceeds 130 inches, or if any one dimension exceeds 72". Large packages are subject to a minimum billable weight of 90 pounds in addition to the Large Package Surcharge. An Additional Handling Fee will not be assessed when a Large Package Surcharge is applied.

Packages that qualify for the Large Package Surcharge may incur additional surcharges during Peak Periods.

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Unauthorized Packages

Packages with a billable weight of more than 150 pounds or that exceed 108 inches in length, or exceed a total of 165 inches in length plus girth (two times the width, plus two times the height) combined are not accepted for carriage. These packages are unauthorized; however, if found in our system during transit, we will assess an unauthorized package surcharge of $1,025.00 per package. We reserve the right to refuse unauthorized packages or upon discovery during transit to make appropriate adjustments to shipping charges.

Packages that qualify for the Unauthorized Package Surcharge may incur additional surcharges during Peak Periods.

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Non-Deliverable Packages

A package is considered non-deliverable when:

  • Three unsuccessful delivery attempts have been made.
  • The package is refused.
  • 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:

  • 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.

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Peak Periods

Peak Periods take effect when estimated or actual network capacities exceed certain operational thresholds for consecutive days. OnTrac reassesses Peak Periods weekly, and changes take effect on Sunday for the following week.

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Peak Period Surcharges

  • A supplemental Additional Handling Peak Surcharge of $3.50 per package will apply from January 16, 2022, to October 1, 2022. This is in addition to the current Additional Handling Surcharge.
  • A supplemental Additional Handling Peak Surcharge of $6.50 per package will apply from October 2, 2022 to January 14, 2023. This is in addition to the current Additional Handling Surcharge.
  • A supplemental Large Package Peak Surcharge of $40.00 per package will apply from January 16, 2022, to October 1, 2022. This is in addition to the current Large Package Surcharge.
  • A supplemental Large Package Peak Surcharge of $70.00 per package will apply from October 2, 2022 to January 14, 2023. This is in addition to the current Large Package Surcharge.

Peak Residential Surcharges

A Peak Residential Surcharge shall be applied to residential packages shipped on or after October 30, 2022 through and including January 14, 2023 (the “Peak Period”). During the Peak Period, the Peak Residential Surcharge will be calculated as set forth below. The Peak Residential Surcharge will be assessed in addition to the Shipper's Residential Delivery Fee Surcharge, or any other applicable Surcharges. Any contracted discount(s) which Shipper may have on the Residential Delivery Fee Surcharge will not apply to the Peak Residential Surcharge outlined below.

Peak Period: October 30, 2022 - January 14, 2023
Baseline Volume Peak Residential Surcharge
>105% - 125% $1.25
>125% - 150% $1.75
>150% - 200% $2.00
>200% - 300% $2.50
>300% - 400% $4.25
>400% $6.00

Baseline Volumes

During the year-end Peak Period, a Peak Residential Surcharge will apply to all residential packages shipped during any weekly invoice period which exceeds 105% of the Shipper's Weekly Average Minimum package volume in June 2022 (specifically, June 5, 2022 through and including July 2, 2022) (the “Baseline Volume”). Baseline Volume shall be determined by OnTrac in its sole discretion.

  • If the Shipper did not tender residential packages to OnTrac prior to June 1, 2022, the Baseline Volume will be based upon the Shipper's Weekly Average Minimum package volume in September 2022 (specifically, September 4, 2022, through and including October 1, 2022).
  • If the Shipper did not tender residential packages to OnTrac prior to August 31, 2022, OnTrac will use the Shipper's Weekly Average Minimum package volume from October 2, 2022, to and including October 22, 2022.
  • If the Shipper's Weekly Average Minimum package volume for September 2022 (specifically, September 4, 2022 through and including October 1, 2022) is less than 80% of Shipper's Weekly Average Minimum package volume for June 2022 (specifically, June 5, 2022 through and including July 2, 2022), then Baseline Volume will be determined based on the Shipper's Weekly Average Minimum package volume in September 2022 (specifically, September 4, 2022 through and including October 1, 2022).

Holidays

For calendar weeks containing OnTrac holidays (and/or are not full OnTrac operating weeks) including without limitation Thanksgiving, Christmas, and New Year's Day, a Peak Residential Surcharge will apply to all residential packages shipped during that applicable weekly invoice period exceeding 105% of the Shipper's average volume of daily residential packages during the applicable Baseline Volume period multiplied by the number of full OnTrac operating days in that week (as determined by OnTrac in its sole discretion).

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Perishable Shipments

OnTrac does not provide protective services for the transportation of any type of perishable shipments including but not limited to temperature or time-sensitive perishable shipments, regardless of whether the shipment is delivered or is delayed in transit. Such shipments will be accepted for transportation solely at the shipper's risk for any type of loss or damage due to the perishable nature of the shipment.

When transporting perishable freight, OnTrac shall not be liable for any direct or indirect loss, damage, deterioration, destruction, theft, pilferage, delay, default, mis-delivery or non-delivery except for shipments that are lost while in the custody of OnTrac; but only in the event that the lost shipment is directly due to a negligent action occurring within the OnTrac system. In this event, the liability of OnTrac is limited to the shipper or claimant's actual cash value for the lost shipment.

The shipper agrees not to file claims for perishable items except for shipments lost as the direct result of a negligent action occurring within the OnTrac system. Perishable items should never be shipped on a Friday unless Saturday Delivery is specified (please note that Saturday service is not available to all ZIP Codes).

OnTrac reserves the right to dispose of any shipment in the OnTrac system containing a perishable commodity that OnTrac deems in its sole and unlimited discretion to be of no value, unsafe or unsanitary.

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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 an OnTrac Service Representative.

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.

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 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.

Shipments tendered to OnTrac on weekends, holidays, after available pickup times or outside regular operating hours may incur an additional transit day.

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Pickup Services

OnTrac offers on-call and daily scheduled pickups. Scheduled daily pickups are free of charge if the weekly billing total for the invoiced account exceeds $100. If the invoiced account does not meet the minimum, then the following schedule applies:

  • Weekly invoices ranging from $0.00 to $74.99 will incur a weekly charge of $36.00.
  • Weekly invoices ranging from $75.00 to $99.99 will incur a weekly charge of $19.50.
  • Weekly invoices over $100.00 will not incur a weekly charge.

On-call pickups are subject to a $7.00 per-location pickup fee and are not available for same-day delivery services. OnTrac Ground Service requires a daily scheduled pickup.

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Proof of Delivery

Customers may request a proof of delivery (P.O.D.) on up to 10 packages per day. There is a $1.00 charge for each additional P.O.D. request.

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Rate Zones

Rate zones for OnTrac Ground are based on the shipment's originating and delivery three-digit ZIP Codes. All other OnTrac services are based on in-state or out-of-state rate zones.

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Rebill Fee

A per-package fee will apply if the package is missing an account number, if the account number is invalid, or if shipper has failed to provide manifest data. The fee also applies if OnTrac is asked to change the billing instructions for a shipment, or if an incorrect account number requires us to correct an invoice.

The Rebill Fee will also apply to billing errors in transmitted shipping data, including data provided by third-party software solutions and Transportation Management Systems acting on the shipper's behalf. The Rebill Fee is $18.00 per package.

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Residential Delivery Fee

A Residential Delivery Fee applies to shipments to a home or private residence, including locations where a business is operated from a home. OnTrac determines the residential or commercial status of an address by the data gathered and provided by Experian QAS, a global information services company. The fee for Residential Delivery is $4.85 per package.

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Custom Data Queries and Reports

Requests for custom data queries or reports may be subject to a per-hour charge.

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Saturday Delivery

Saturday delivery is available in select areas for an additional per-piece fee of $16.00 up to 150 pounds and $50.00 for palletized freight. Please visit ontrac.com for a list of ZIP Codes that offer Saturday delivery.

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Second Delivery Attempt on the Same Day

If a recipient's 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.

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Second Delivery Attempt on 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.

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Size Restrictions

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

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Transit Days and Delivery Commitment Times

Transit days and delivery commitment times for OnTrac Services will vary based on the origin and destination of the shipment. Delivery commitment times for individual ZIP Codes are available at ontrac.com. OnTrac Ground Service is a day-definite service and is delivered by the end of the day.

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Transmission of Shipment Data

Shipment information must be transmitted electronically. Failure to transmit data as outlined in the Data Processing section will delay shipments and may incur additional charges.

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Weights and Corrections

OnTrac reserves the right to weigh all shipments. Any weight fraction is rounded to the next whole pound. Package weight corrections greater than the actual, dimensional or customer-declared weight will be captured in the OnTrac system and invoiced at the corrected weight charge.

Letters less than or equal to 8 ounces are billed the Letter Rate. Packages over 150 pounds are subject to tariff rates.

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What We Will Not Ship

OnTrac reserves the right to decline specific items including but 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, fuels of any kind, alcohol, tobacco and all tobacco products. OnTrac does not accept anything classified as a hazardous good, or packages containing bodily fluids, medical marijuana, vaping products or fragile items.

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Limits of Liability

Packaging & Contents - OnTrac is not liable for improper or insufficient packaging, for the securing, marking and labeling of a shipment, nor for when our records reflect that the package was not tendered to OnTrac by the shipper. OnTrac is not liable for fragile items including but not limited to electronic and electric devices, scientific testing equipment, glass, crystal, porcelain, and china.

Federal & Local Regulations - OnTrac will render no service for shipments prohibited by law or regulation of any federal, state, provincial, or local government. If a package 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 the shipping charges without notice.

Closed & On-Hold Accounts - OnTrac assumes no liability for shipment tendered to OnTrac on a closed OnTrac account or one that is not in good credit standing, as determined by OnTrac.

Uncontrollable Events - OnTrac will not be liable for loss, damages or delays caused by events we cannot control, including local or national disruptions to the OnTrac system or network, including, but not limited to mechanical delays. Other uncontrollable events include acts of God, pandemics, 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, Transportation Security Administration, Department of Transportation, Power & Energy Systems, any local, state and or federal law enforcement agency, and customs and health officials with actual or apparent authority.

Opening Packages - OnTrac may at its option, but is not obligated to, open and inspect any package before or after it is tendered to OnTrac for delivery. OnTrac reserves the right to reject a shipment at any time when doing so would likely cause damage to or delay other shipments or personnel, or if the law prohibits its transportation.

Shipment Data & Software - OnTrac assumes no liability for shipments tendered without manifest data or before the manifest data is received; nor for unauthorized or incorrect use of our API. Shippers utilizing 3rd-party and custom shipping software solutions are responsible for following our API Terms of Use and manifesting each shipping label with a unique OnTrac tracking number.





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