Frequently Asked Questions
Find answers to common questions about OnTrac services
📦 Package Tracking
How do I track my package?
You can track your package by entering your tracking number in the tracking form on our website. You can also use our mobile app or call our customer service line.
How often is tracking information updated?
Tracking information is updated in real-time as your package moves through our network. You'll receive updates at each major milestone in the delivery process.
What if my tracking number isn't working?
If your tracking number isn't working, please contact our customer service team. They can help you locate your package and provide assistance.
🚚 Delivery Services
What areas do you deliver to?
OnTrac delivers to 70% of the US population across 31 states and Washington, D.C. We cover major metropolitan areas, suburban communities, and many rural areas.
Do you offer same-day delivery?
Yes, we offer same-day delivery in select areas. Availability depends on your location and the time you place your order. Contact us to check availability in your area.
Do you deliver on weekends?
Yes, we offer weekend delivery in many areas. This service is available in select locations and may have different hours than weekday delivery.
What happens if I'm not home when you try to deliver?
If you're not home, we'll leave a delivery notice with instructions for pickup or redelivery. You can also authorize delivery to a neighbor or specify a safe location.
💼 Business Services
How do I set up a business account?
To set up a business account, contact our business development team. They'll help you with account setup, pricing, and integration options.
Do you offer API integration?
Yes, we offer API integration for businesses that need to automate their shipping processes. Our API documentation is available in our Knowledge Center.
What are your rates for business customers?
Business rates vary based on volume, service type, and location. Contact our sales team for a customized quote based on your specific needs.
👥 Driver Opportunities
How do I become a delivery partner?
To become a delivery partner, visit our Regional Service Providers page and submit an application. Our team will review your information and contact you about opportunities.
What are the requirements to become a driver?
Requirements include a valid driver's license, clean driving record, reliable vehicle, insurance coverage, and background check clearance. See our Drivers page for complete details.
How much can I earn as a delivery partner?
Earnings vary based on the number of deliveries, distance, and service type. Most partners see 20-40% growth in their delivery business within the first year.
📞 Customer Service
How do I contact customer service?
You can contact us by phone at 1-800-ONT-RAC1, email at support@ontrac.com, or through our online contact form.
What are your customer service hours?
Our customer service team is available Monday through Friday, 8 AM to 8 PM EST. Emergency support is available 24/7 for urgent delivery issues.
How do I file a claim for a damaged package?
To file a claim, contact our customer service team with your tracking number and details about the damage. We'll guide you through the claims process.