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OnTrac Customer FAQ

Top Answers & How-to Guides

What is OnTrac's Phone Number?

The question we are asked most often is about how to talk to OnTrac customer service. Click here for contact information, email and chat options, getting a live person, wait times and more.

Is there a maximum value limit for packages shipped by OnTrac?

Yes, there is a maximum value limit for packages shipped by OnTrac. The maximum declared value for a package cannot exceed $25,000....
Ask any question you have about OnTrac customer service, get an answer now.

Recent OnTrac Customer Questions

Que hago si mi paquete parace como entregado

Si tu paquete aparece como entregado pero no lo has recibido, revisa primero en los alrededores de tu casa y con tus vecinos por si alguien lo recibió por error. También verifica si fue dejado en un lugar inusual, como una entrada trasera o en un buzón. Si después de eso aún no lo encuentras, es recomendable seguir el proceso de reclamación según las políticas de OnTrac. Hay un enlace en esta página con la información de contacto más actualizada para que puedas obtener más ayuda.
Asked Oct 13, 2024 9:34 PM

Help with pkg not being delivered

If your package from OnTrac has not been delivered as expected, it could be for a variety of reasons, such as incorrect address information or a delay at the delivery depot. Firstly, check your tracking number online for any updates or signs of issues. If your package shows as 'Delivered' but isn't physically there, check around your premises and with any nearby neighbors in case it was left in a safe but not immediately apparent location. If you still can't locate your package, you should report the issue to OnTrac immediately to get further assistance and potentially launch an investigation into the whereabouts of your parcel.
Asked Jun 20, 2024 2:44 PM

Me dice el rastreo que no pudieron entregar mi paquete porque el negocio estaba cerrado pero yo estoy aquí esperando

Lo sentimos por la confusión. A veces, puede haber un error en la actualización del estado de entrega. Si el rastreo indica que no se pudo entregar porque el negocio estaba cerrado, pero usted está seguro de que el negocio estaba abierto, puede haber habido un malentendido. Le sugerimos que revise a menudo el estado de seguimiento de su paquete para la actualización más reciente. Asegúrese también de que la dirección de entrega proporcionada sea correcta y completa para evitar problemas de entrega futuros.
Asked May 26, 2024 9:33 PM

My package was delivered to the wrong place. I never received it.

We recommend reaching out to the shipper of the item first if the delivery location was incorrect. They can submit an investigation request with us on your behalf. While we don't handle direct customer complaints or claims ourselves, we provide comprehensive support to our business customers (the shippers) to manage delivery challenges. Providing the shipper with accurate details regarding the incorrect delivery should assist them in getting a resolution with us. It may also be helpful to check with your neighbors and your complex's office (if applicable) to ensure the package was not accidentally delivered there.
Asked Apr 26, 2024 9:12 PM

My package was not properly delivered

We're sorry to hear that you're experiencing issues with your delivery. OnTrac prioritizes customer satisfaction and therefore if a package was not properly delivered you should report this immediately to OnTrac. In your report, provide as much detail as possible about the situation including the tracking number, description of the package, and the exact problem. After reviewing your report, OnTrac will get in contact with you for a resolution. It's possible OnTrac may launch an investigation about the delivery. Your patience will be highly appreciated during this process.
Asked Apr 13, 2024 7:03 PM

Help me with my OnTrac customer service issue

Tracking Packages

How Do I Track My Package with OnTrac?

If you live in Arizona, California, Colorado, Idaho, Oregon, Nevada, Utah, or Washington, you may use OnTrac for your package shipping...

Delivery Time

How long does it typically take for a package to be delivered by OnTrac?

OnTrac strives to provide fast and efficient package delivery services. The typical delivery time depends on various factors such as...

Scheduled Delivery

Can I schedule a specific delivery time for my package with OnTrac?

Unfortunately, OnTrac does not currently offer the option to schedule a specific delivery time for packages. The delivery times are...

International Shipping

Does OnTrac offer international shipping services?

No, OnTrac does not offer international shipping services. OnTrac primarily focuses on providing reliable and cost-effective shipping...

Address Changes

Can I change the delivery address of my package with OnTrac?

Yes, you can change the delivery address of your package with OnTrac. OnTrac understands that circumstances may arise where you need...

Weight and Size Limits

What are the weight and size limits for packages shipped by OnTrac?

The weight limit for packages shipped by OnTrac is 150 pounds. However, certain locations may have lower weight limits due to local...

Rerouting Packages

Can I request a package reroute with OnTrac?

Yes, you can request a package reroute with OnTrac. If you need to change the delivery address or redirect your package to a different...

Insurance

Does OnTrac provide insurance for lost or damaged packages?

Yes, OnTrac provides insurance for lost or damaged packages. We understand that accidents can happen during transit, and we are committed...

Pickup Requests

Can I schedule a pickup for my package with OnTrac?

Yes, you can schedule a pickup for your package with OnTrac. We offer convenient pickup services to save you time and hassle. To schedule...

Payment Methods

What forms of payment does OnTrac accept for shipping services?

OnTrac accepts various forms of payment for shipping services. Customers can conveniently pay using major credit cards including Visa,...

Value Limits

Is there a maximum value limit for packages shipped by OnTrac?

Yes, there is a maximum value limit for packages shipped by OnTrac. The maximum declared value for a package cannot exceed $25,000....
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OnTrac issues reported to GetHuman
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