OnTrac Customer FAQ

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.

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.

We're sorry, but once a package is already in transit, OnTrac is unable to change the delivery address. Packages are sorted and loaded onto delivery vehicles based on their set delivery routes, so it's not possible to redirect a package to a different address once it's on its way. To prevent this from happening in the future, make sure to double-check and confirm your shipping address before finalizing any online orders. If a delivery attempt is made and you're not available, OnTrac will make more attempts or provide options for pickup at a nearby location.

Lamentamos escuchar sobre este problema que tiene con su envío. En situaciones como esta, le recomendamos que verifique primero en todas las áreas posibles de entrega en su casa, como entradas laterales, puertas traseras, garajes, porches, etc. También, consulte con las demás personas en su casa, ya que alguien pudo haberlo recogido. Si tras la verificación no encuentra el paquete, deberá ponerse en contacto directamente con el servicio al cliente de OnTrac para que puedan rastrear el paquete y tomar las medidas necesarias.

We're very sorry to hear about your situation. If a package has been marked as delivered but you can't find it, and the photo of the delivery location isn't yours, it could be a case of your package being misdelivered. We apologize for the inconvenience. Please follow the procedures for lost or stolen packages, which include reporting the issue to the sender of the package so they can initiate a claim with OnTrac. Keep a watch on neighboring houses or mailboxes where the package may have been accidentally delivered. We aim to resolve these issues promptly to the best of our abilities.