Service Updates

OnTrac is committed to providing the competitive advantage through fewer fees, lower surcharges, and excellent customer service. To help keep you informed, we will publish service announcements on this page.

03/30/20: COVID-19 & Our Service Guarantee

As part of a critical infrastructure sector, OnTrac continues operations. We're adapting to the ever-changing complexities of the global pandemic, and reassessing our policies and procedures to keep employees, business partners, and packages safe.

Effective immediately, and until further notice, OnTrac will suspend the Money-Back Service Guarantee. We will continue to monitor guidance from local, state and national health authorities and will operate as government restrictions and regulations allow.

03/19/20: Changes to Same-Day On-Call Pickups

To best prepare our network and support the flow of medical supplies and goods to the Western United States, OnTrac will discontinue same-day on-call pickup requests on Sunday, March 29. This change allows our Service Providers to optimize their routes and deliver the most amount of packages possible during this time of national emergency. This was a planned service adjustment that will help OnTrac enhance our sorting capabilities, but we are accelerating this permanent change in response to COVID-19.

Customers may continue to schedule on-calls for future days or can take advantage of scheduled pickups. Future-day on-call requests and scheduled pickups allow our Service Providers to include them in their routes at the most efficient times possible.

To set up scheduled pickups, please contact Customer Care at webcustomerservice@ontrac.com.

Scheduled 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, a fee applies. Please see our Terms and Conditions for details.

03/17/20: Delivery Signatures & Attempts During COVID-19

OnTrac is adhering to all regulations and guidelines from government authorities related to the outbreak and containment of COVID-19. Our teams are well-versed in adapting to changing conditions and have already made adjustments in response to the pandemic. We have existing procedures in place for most circumstances, but we want to let you know of recent changes that will help keep you and our Service Providers safe.

Deliveries Requiring a Signature

OnTrac offers two signature confirmation services:

Signature Required -
The shipper has requested that OnTrac obtain a delivery signature from an individual at or near the delivery address.

No Release (Adult Signature) -
The shipper has requested that OnTrac obtain a delivery signature from a consignee that must be at least 18 years of age, present government-issued identification, and be present at the physical address.

Current guidance advises social distancing and regular cleaning and disinfection of frequently touched surfaces. We are following the CDC's advice and asked our Service Providers to do the same. To prevent cross-contamination, we have enacted the following changes:

Changes to Signature Required -
The OnTrac Service Provider will ask the recipient for their first initial and last name. They will enter it as the "Printed Name" and will sign for the delivery with "CV19." The recipient will not touch the scanner. If the recipient refuses to provide the information, the delivery cannot proceed. OnTrac will notate the refusal and will return the package to the sender.

Changes to No Release (Adult Signature) -
OnTrac must obtain a signature for No Release shipments. If an adult signature is required, the OnTrac Service Provider will check the government-issued identification and will ask for a signature on a paper manifest. The recipient can use their pen to sign for the delivery.

If a paper manifest is not available, and the Service Provider or recipient refuse to share or sign the scanner, the delivery cannot proceed. The Service Provider will return with a paper manifest. If the recipient refuses to sign, the Service Provider cannot deliver the package. OnTrac will notate the refusal and will return the shipment to the sender.

Delivery Attempts

Our standard operating procedures for Delivery Attempts remain in effect.

Standard Delivery Attempt Procedures -
The Service Provider will attempt delivery three times. If we cannot reach the shipper for instructions, we will return the package on the fifth day.

Posted COVID-19 Closure Notices -
If the delivery address has posted "closed until further notice," or a date that is more than five days in the future, we will return the package to the sender. We cannot hold packages at the delivery facility indefinitely.

Hold for Pickup

OnTrac can hold deliveries for pickup at the local facility at the request of the shipper or recipient. The recipient must provide government-issued identification at pickup. OnTrac will return the package to the sender if the recipient does not pick up the shipment by the fifth day.

More Information

For complete details, please see our Terms and Conditions or Contact Us. You can also stay informed by visiting our Service Update page and Service Alert page.

03/16/20: OnTrac: COVID-19 Preparedness

Safety First

Safety is our company's #1 value. The well-being of our employees and business partners is paramount to our ability to provide the services you count on, and we want to let you know what we're doing to respond to COVID-19.

1. Our network operations teams are well-versed in adapting to changing conditions. We are closely monitoring guidance by official agencies, and are taking proper precautions where warranted.
2. We have an Infectious Disease Control Policy, and also activated our Pandemic Preparedness Plan. Both specify frequent cleanings and access to infection-control supplies, e.g., hand-hygiene products, disinfecting wipes, etc., and provide general continuity instructions.
3. We are currently contracted with leading providers to review, revise, strengthen, and formalize all processes related to Business Continuity and Disaster Recovery.
4. We are using our logistics network and recruiting partners to minimize potential shortages of Package Handlers and Service Providers.
5. We have temporarily modified our sick policies to discourage sick employees from coming to work, and instructed our managers to send employees home who report to work with acute respiratory symptoms and are encouraging them to seek medical attention as needed.
6. We have provided information about the virus to our team members, and are actively developing ways to promote good hygiene and a clean workplace.
7. We have temporarily modified our Signature Required processes to encourage social distancing and prevent cross-contamination.

Staying Update

We are providing service to impacted areas as allowed by restrictions and local conditions. We are adhering to all regulations and guidelines from government authorities related to the containment of the virus. If restrictions affect all shipments to a city or ZIP Code, we will post it as a Service Alert.

More Information

If you have more questions about our response to COVID-19, please email covid_preparedness@ontrac.com. For information about the virus, please visit the CDC website and the WHO website.

03/10/20: OnTrac Coronavirus Statement

OnTrac is adhering to all regulations and guidelines from government authorities related to the outbreak and containment of COVID-19.

We are closely monitoring guidance by the World Health Organization and other public health agencies, and are taking proper precautions where warranted.

The safety and well-being of our employees and business partners is a priority, and we are encouraging them to seek medical attention as needed.