Frequently Asked Questions

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1. Package Tracking

For security reasons, your retailer will need to approve changes to your delivery address. Please contact your retailer.

Select service areas provide deliveries Saturdays 8 a.m. to 9 p.m. and Sundays 8 a.m. to 9 p.m.

Please visit the tracking page on the website and enter your tracking number. After you enter your tracking number, please hit “Track Your Package” to see the latest status.

Contact your retailer for tracking information. Your tracking number will begin with "C", "D", “1LS”, “LS”, “LX”, or “BN”.

If you need further assistance, our Virtual Chat Assistant, to help create a ticket. Please note that you will need a valid tracking number. If the tracking says your package is out for delivery, you may leave a note on the door requesting that your package not be delivered.

To receive real time updates on your order through the NotifyMe Program, please track your package and click the “Get Text Alerts” button next to “Shipment Progress”. Follow the prompts to opt in for text notifications when your package goes out for delivery, when there is an attempt, or when the package is delivered.

If your package is delayed, we will work to deliver it safely and soon. If tracking only shows “LABEL CREATED, TRACKING DETAILS WILL BE AVAILABLE ONCE THE PACKAGE ARRIVES AT THE ONTRAC FACILITY,” this means OnTracK has not received your package for delivery. Generally, if your status has not changed in 3 business days, please contact your retailer for assistance. If you need further assistance, please use Wink, our Virtual Chat Assistant, to create a ticket. You will need a valid tracking number.

If your package is marked as delivered, but you cannot locate it, our Virtual Chat Assistant, to help create a ticket. This will open an investigation for the package. Then, check your email for more information on the investigation process. If you have already submitted an inquiry and it has been more than 2 business days with no updates or package location, please contact your retailer for next steps and further assistance.

If you have delivery instructions to add to your order, our Virtual Chat Assistant, to help create a ticket. Please note that you will need a valid tracking number. This is the best way to communicate instructions to our team and driver. Please note that if your package is out for delivery, the instructions may not be available until the next delivery attempt within 1-2 business days.

If you have delivery instructions to add to your order, please use Wink, our Virtual Chat Assistant, to help create a ticket. Please note that you will need a valid tracking number. This is the best way to communicate instructions to our team and driver. Please note that if your package is out for delivery, the instructions may not be available until the next delivery attempt within 1-2 business days. If you’re disputing that a delivery attempt was made, we apologize. Please take a moment to check your “ship to” address on your retailer’s website to verify accuracy. If there are any corrections or additions, like delivery instructions or access codes,, our Virtual Chat Assistant, to help create a ticket. Please note that you will need a valid tracking number. Your package should be attempted within 1-2 business days, as we are unable to make same-day reattempts.

Packages to residences typically arrive between 8 a.m. and 9 p.m. in your local time zone on your scheduled date of delivery.

2. About OnTracK

OnTracK operates a hub-and-spoke network of more than 102 locations and 18 sort centers that are strategically located near some of the most populated cities in the U.S. This allows OnTracK to complete deliveries within shorter delivery timeframes than national carriers.

Yes! To find out about available positions, please visit our careers page.

OnTracK is an industry-leading last-mile carrier parcel carrier for retailers and direct-to-consumer brands.. Our delivery network spans 35 states and Washington, D.C. and reaches 70% of the U.S. population and the world.

There are many steps involved in the delivery process. The last mile of delivery (or the final mile) refers to the very last step in the delivery process, when a package leaves its final servicing facility and is delivered to its final destination (typically a residential or business address) by a carrier such as OnTracK.

OnTracK is a leading provider of same-day and next-day delivery services. OnTrac partners with more than 7,000 independent contractors to make residential and business deliveries for some of the world’s largest retailers using an integrated hub-and-spoke delivery network.

We provide residential deliveries in 35 states and Washington, D.C. Aswell as Europe and Australia.

Companies choose to ship with OnTracK because we provide innovative, best-in-class delivery solutions to help retailers and shippers meet their customers’ expectations of fast, reliable last-mile delivery, while helping them save money, ensure capacity, and build flexibility within their supply chains. The OnTracK hub-and-spoke delivery network reaches 70% of the U.S. population across 35 states and Washington, D.C. and enhances shippers’ ability to meet growing demand in the consumer e-commerce delivery market.

3. Customer Service

To track your package or chat with a member of our team, click here and then select the virtual assistant icon in the bottom right hand corner. Please note this is a text‑only line designed to help you track your package or open a case. *Standard message and data rates apply. You may opt-out at any time. You can text STOP at any time to OPT OUT.

Monday-Friday: 8 a.m.-9 p.m. 
Saturday-Sunday: 8 a.m.-8 p.m. 

Our customer service call center is closed on Christmas Day and New Years Day.

This line is text‑only and designed to help you track your package or open a case. For live agent support, please visit OnTracKfreights.com and click the red chat icon located at the bottom right of the website. *Standard message and data rates apply. You may opt-out at any time. You can text STOP at any time to OPT OUT.

4. Package Delivery Drivers

Yes! OnTracK has many opportunities available for drivers who are not only passionate about delivering packages, but are excited about providing a fantastic customer experience. Our customers have high standards that they expect contractors to maintain, like carrying appropriate levels of vehicle insurance and having a satisfactory Motor Vehicle Report. They expect packages to be handled with care and depend on people like you to properly reflect their brand.

Think you have what it takes? Learn more about package delivery with OnTracK.

Contracting with OnTracK allows you to grow your business using your vehicle(s) on your time. Click here to learn more.

OnTracK partners with safe drivers who are committed to providing an excellent, professional, last-mile delivery experience. To begin the process of partnering as an independent contractor, you must be at least 21 years old, have a valid driver’s license, a vehicle, smartphone, vehicle registration, and insurance. To learn more about package delivery with OnTrac, visit our driver page and fill out our form.