Customer care and support
From precise tracking to personalized support, we do our best to deliver on every promise we make.
Talk To An Expert
Track Your Package
Click button below to enter your tracking number and Track with OnTracK
Have a quick question?
From precise tracking to personalized support, we do our best to deliver on every promise we make.
We’re here to help
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To chat with a member of our team, please visit the homepage, then select the virtual assistant icon in the bottom right-hand corner.
Our Hours of Operation are:
Monday-Friday: 8 a.m.-9 p.m.
Saturday-Sunday: 8 a.m.-8 p.m.
The OnTracK Contact Center is closed on:
Christmas Day, December 26th, and New Years Day.
Frequently Asked Questions
Select service areas provide deliveries Saturdays 8 a.m. to 9 p.m. and Sundays 8 a.m. to 9 p.m.
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 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.
Contact your retailer for tracking information. Your tracking number will begin with "C", "D", “1LS”, “LS”, “LX”, or “BN”.
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.
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.