OnTrac Customer Service, Tracking & Delivery Complaints

OnTrac customer service helps consumers track packages, report delivery problems, add delivery instructions and open investigations for missing shipments. OnTrac currently directs consumers to online tracking, Wink virtual chat and a text-only support line rather than publishing one general consumer voice-support number.

Choose the Correct OnTrac Support Route

• Track a package: Enter the OnTrac tracking number on the official tracking page.
• No tracking number: Contact the retailer or sender.
• Tracking has not updated: Check whether OnTrac has received the package and contact the retailer if there is no movement after three business days.
• Package marked delivered but missing: Open an OnTrac investigation through tracking or Wink chat.
• Attempted delivery: Use Wink to add instructions or access information for the next attempt.
• Address correction: Contact the retailer because it must approve an address change.
• Damaged merchandise: Photograph and retain the package, then contact the retailer.
• Replacement or refund: Contact the retailer or company that shipped the order.
• Formal lost-or-damaged shipment claim: The shipper or OnTrac account holder must normally file it.

How to Track an OnTrac Package

Use the official OnTrac tracking page and enter the tracking number exactly as shown in the shipment notification.

OnTrac says its tracking numbers may begin with:

• C
• D
• 1LS
• LS
• LX
• BN

A retailer’s order number is not necessarily an OnTrac tracking number. If no carrier tracking number appears in the order details or shipping email, contact the retailer.

Tracking Says “Label Created” or Is Not Updating

A “Label Created” message generally means the retailer generated shipment information but OnTrac has not yet received the package for delivery. OnTrac advises allowing approximately one to three days after the shipment notification for tracking activity to appear.

If the status has not changed after three business days:

1. Confirm that the tracking number is correct.
2. Ask the retailer whether the package was physically handed to OnTrac.
3. Use Wink chat to open a ticket if OnTrac appears to have the shipment.
4. Keep the retailer’s order confirmation and promised delivery date.

The retailer is the best contact when tracking shows only a label because the retailer can confirm whether the order was packed, transferred or delayed before carrier acceptance.

Delayed or Stuck OnTrac Packages

Check the complete tracking history rather than relying only on the expected delivery date. A delay can involve weather, road closures, retailer processing, an address problem, facility movement or a delivery exception.

Visit the OnTrac Service Alerts page for significant network disruptions. Then use Wink or text support to open a case when the shipment has stopped moving.

Record:

• OnTrac tracking number
• Retailer and order date
• Last tracking event
• Expected delivery date
• Destination ZIP code
• OnTrac case number
• Any response from the retailer

If OnTrac cannot locate the package or the investigation remains unresolved, contact the retailer for replacement or refund options.

Package Marked Delivered but Not Received

If tracking says delivered but the package cannot be found, review the tracking details and delivery photograph when available. Check the front entrance, side or rear door, garage, parcel locker, mailroom, reception desk, leasing office and other safe locations around the address.

Then use the tracking page or Wink chat and select the option indicating that tracking shows delivered but no package was received. This opens an OnTrac investigation.

OnTrac advises checking email for the investigation response and allowing up to 48 hours. If more than two business days pass without an update or package location, contact the retailer for the next steps.

Attempted Delivery and Reattempts

OnTrac says it generally cannot make a same-day reattempt. Another attempt may occur within one or two business days.

If access information was missing, use Wink chat to provide:

• Apartment or suite information
• Gate or entry instructions
• Business name
• Reception or mailroom location
• Safe delivery instructions

Delivery instructions submitted after a package is already out for delivery may not reach the driver until the next attempt. Do not include unnecessary personal or security information.

Changing an OnTrac Delivery Address

OnTrac says the retailer must approve an address change for security reasons. Contact the retailer that shipped the order rather than sending a new address only to the driver or carrier.

Ask the retailer to confirm whether it can:

• Correct an incomplete address
• Add an apartment or suite number
• Authorize a carrier reroute
• Stop or recall the shipment
• Replace the order if rerouting is unavailable

An address change may not be possible once the package is out for delivery or moving through the final delivery facility.

Adding Delivery Instructions

Use Wink, OnTrac’s virtual assistant, to create a ticket with delivery instructions. A valid tracking number is required.

Keep instructions brief and practical. For example, identify the building entrance, reception desk, parcel room or gate procedure. Avoid sending alarm codes, passwords or unrelated personal information.

OnTrac Delivery Hours and Weekend Deliveries

OnTrac says residential packages typically arrive between 8:00 a.m. and 9:00 p.m. in the recipient’s local time zone on the scheduled delivery date.

Select service areas also receive Saturday and Sunday deliveries between 8:00 a.m. and 9:00 p.m. Weekend availability can depend on the shipment, retailer and delivery area.

An expected date is not necessarily a guaranteed appointment. Continue checking tracking for the most recent scan and delivery status.

OnTrac Text Alerts

After tracking an eligible shipment, select the NotifyMe or Get Text Alerts option to request notifications for:

• Out-for-delivery status
• Delivery attempts
• Completed delivery

For customer support, send START to 703-348-8441. This is a text-only line for tracking packages and opening cases. Standard message and data rates may apply. Text STOP to opt out.

Damaged OnTrac Package or Merchandise

Photograph the package before opening it if the box, mailer or seal is visibly damaged. Keep:

• The shipping box or mailer
• All packing materials
• The shipping label
• The damaged merchandise
• Photos of the package and contents
• The retailer’s invoice or order confirmation
• OnTrac tracking and case information

Report the damage to the retailer promptly. The retailer may provide a replacement, return instructions or a refund review and can file the applicable carrier claim.

Do not discard the packaging until the retailer or claim administrator confirms that an inspection is unnecessary.

Who Files an OnTrac Claim?

OnTrac’s current terms state that claims involving a lost, damaged or misdelivered shipment must be submitted by the shipper. If you are the package recipient, contact the retailer or company that shipped the order to arrange a replacement or refund.

This distinction is important:

• Recipient: Opens a tracking inquiry and contacts the retailer.
• Retailer or shipper: Provides replacement or refund options and files the carrier claim.
• OnTrac: Investigates delivery events and handles the shipper’s claim under the applicable shipping agreement.

Posting a public review does not open a delivery investigation or file a claim.

Returns and Refused Packages

If you no longer want an order, contact the retailer first. The retailer controls the return authorization, refund and merchandise policy.

OnTrac says Wink can help create a ticket for a package the recipient no longer wants. If tracking shows the package is already out for delivery, a note may be left requesting that it not be delivered. However, refusing a package does not automatically guarantee a refund.

Ask the retailer to confirm:

• Whether refusal is authorized
• Whether a return label is required
• When the refund becomes eligible
• Whether original shipping charges are refundable
• How to document the return-to-sender tracking

OnTrac and LaserShip

LaserShip and OnTrac combined their delivery networks and now operate under the OnTrac name. Packages with tracking numbers beginning with LS, 1LS or LX may therefore be tracked and supported through OnTrac.com.

Use current OnTrac tracking and customer-support routes instead of old LaserShip telephone numbers or websites stored in an earlier order confirmation.

How to Escalate an OnTrac Delivery Complaint

1. Review the complete tracking history and delivery photograph when available.
2. Use OnTrac tracking, Wink chat or text support to open a case.
3. Save the case number and email response.
4. Allow OnTrac the stated investigation period when the package is missing.
5. Contact the retailer if the package remains missing, damaged or delayed.
6. Ask the retailer for its replacement, refund or formal carrier-claim process.
7. Document the tracking history, retailer communications, photographs and requested resolution.
8. If the retailer denies assistance, request its final decision in writing and use the payment provider’s dispute process when appropriate.

OnTrac generally cannot issue a merchandise refund for a retail purchase because the recipient paid the retailer, not the delivery driver or carrier.

About OnTrac

OnTrac is a last-mile parcel carrier used by retailers and direct-to-consumer brands. Its current delivery network spans 35 states and Washington, D.C. and reaches approximately 70% of the United States population.

OnTrac works with retailers and shippers that select the carrier for customer orders. Consumers usually cannot choose the carrier after placing an order and may need the retailer’s assistance for address changes, refunds, replacements and formal shipment claims.

OnTrac Customer Reviews

Helpful OnTrac reviews describe whether the problem involved tracking, a delivery delay, an attempted delivery, a missing package, damaged merchandise, delivery instructions or customer support.

Include the approximate delivery month, general issue, support route used, investigation time and whether OnTrac or the retailer resolved the matter. Do not publish tracking numbers, addresses, telephone numbers, email addresses, retailer order numbers, package-label photographs or images showing private areas of a home.

Related Shipping Customer Service Pages

• FedEx Customer Service
• UPS Customer Service
• DHL Customer Service

Frequently Asked Questions

Does OnTrac have a customer-service phone number?

OnTrac’s current consumer-support pages prioritize tracking, Wink chat and the text-only number 703-348-8441. They do not prominently publish one general consumer voice-support number.

How do I text OnTrac customer service?

Send START to 703-348-8441. The line is designed for package tracking and opening a case, not voice calls.

What are OnTrac’s customer-service hours?

OnTrac lists contact-center hours as Monday-Friday from 8:00 a.m. to 9:00 p.m. Eastern and Saturday-Sunday from 8:00 a.m. to 8:00 p.m. Eastern.

What should I do if OnTrac says delivered but I have no package?

Review the delivery details and photograph, check nearby delivery locations and open an investigation through tracking or Wink. Contact the retailer if OnTrac cannot locate the package after the investigation period.

Why is my OnTrac tracking not updating?

A label may have been created before OnTrac received the package. OnTrac recommends contacting the retailer when the status has not changed for three business days.

Can OnTrac change my delivery address?

The retailer must approve address changes for security reasons. Contact the retailer that shipped the package.

How long does an OnTrac missing-package investigation take?

OnTrac asks customers to allow up to 48 hours for an investigation response. If more than two business days pass without an update or package location, contact the retailer.

Who files an OnTrac lost-package claim?

The shipper or retailer files the formal carrier claim. The recipient should open an OnTrac inquiry and contact the retailer for replacement or refund options.

Is LaserShip now OnTrac?

Yes. LaserShip and OnTrac unified their branding and currently operate under the OnTrac name.

OnTrac customer-service information reviewed and updated August 2026. Support options, contact-center hours, service areas, tracking procedures and claim terms can change. Verify important information through OnTrac.com and the retailer that shipped the order.

Why Trust CustomerServiceNumbers.com?

CustomerServiceNumbers.com has helped consumers locate customer-service information and share real customer experiences since 2004. We independently organize verified support routes, tracking guidance and practical complaint-escalation steps.

Share Your OnTrac Experience

Have you contacted OnTrac about tracking, a delayed package, attempted delivery, missing shipment, damaged merchandise or delivery complaint? Leave a factual review below explaining which support route you used, how long the investigation took and whether OnTrac or the retailer resolved the problem.

CustomerServiceNumbers.com is an independent consumer information and review website. It is not affiliated with OnTrac, LaserShip, any retailer, shipper, delivery contractor or payment provider. This page cannot track packages, contact drivers, change addresses, open OnTrac cases, approve refunds or file shipment claims.