LaserShip tracking

What is LaserShip?

LaserShip is an American parcel delivery company specializing in last-mile delivery, founded in 1986 by Robert F. Powell. Initially created as a regional messenger service in the Mid-Atlantic region on the East Coast of the United States, the company has gradually evolved to become one of the major players in e-commerce delivery in the United States. Its headquarters is located in Vienna, Virginia, near Washington D.C., reflecting its historical origins on the American East Coast.

LaserShip's history is marked by constant adaptation to changes in commerce. During the 1980s and 1990s, the company transitioned from document delivery to small parcel delivery, anticipating the emerging e-commerce boom. This strategic vision allowed LaserShip to position itself as a preferred partner for online retailers seeking fast and flexible delivery solutions for their East Coast customers.

Over the decades, LaserShip has experienced sustained growth punctuated by geographic expansions and strategic acquisitions. In 2014, the company expanded into new states, particularly in the Northeast and Midwest, and acquired Prestige Delivery Systems to strengthen its presence in the central regions of the United States. In 2018, the investment fund Greenbriar Equity Group acquired LaserShip, bringing new capital to accelerate its development.

• Date of creation: 1986, under the leadership of Robert F. Powell in the Mid-Atlantic region
• Headquarters: Vienna, Virginia, United States
• Specialty: Last-mile delivery for e-commerce
• Coverage: More than 31 U.S. states and Washington D.C. thanks to the merger with OnTrac
• Reach: Access to approximately 74% of the U.S. population, or more than 250 million consumers

The most significant milestone in LaserShip's history occurred in October 2021 with the acquisition of OnTrac, a major regional carrier on the West Coast, for $1.3 billion. This strategic merger gave rise to a transcontinental delivery service, positioning the combined entity as a true alternative to the national giants UPS and FedEx. In March 2023, the two companies adopted a unified brand under the name OnTrac, although the name LaserShip continues to be used for certain services and in certain regions.

LaserShip's positioning in the American market is based on its ability to offer competitive delivery times at rates advantageous compared to traditional national carriers. The company works with the largest U.S. e-commerce retailers, including five of the country's largest retailers, and has built its reputation on service flexibility and deep knowledge of densely populated metropolitan areas.

In which countries does LaserShip deliver?

LaserShip concentrates the bulk of its operations on the territory of the United States, where the company has developed a dense and efficient logistics network. Unlike international carriers such as DHL or FedEx International, LaserShip has specialized in domestic American delivery, which allows it to offer services particularly optimized for this specific market.

Historically, LaserShip operated exclusively on the East Coast of the United States. Its network primarily covered 22 states in the East and Midwest regions of the country. Thanks to the 2021 merger with OnTrac, the company has significantly expanded its geographic coverage to reach near-national scale, now serving 31 states and Washington D.C.

• Mid-Atlantic Region: Delaware, Maryland, New Jersey, Pennsylvania, Virginia, Washington D.C., and West Virginia form the historic core of the LaserShip network
• Southeast Region: Alabama, Florida, Georgia, Mississippi, North Carolina, South Carolina, and Tennessee benefit from complete coverage
• East Region: Connecticut, Massachusetts, Maine, New Hampshire, New York, Rhode Island, and Vermont are served
• Midwest: Indiana, Kentucky, Missouri, and Ohio are part of the expanded network
• West Coast: Thanks to OnTrac, California, Arizona, Nevada, Oregon, and Washington are now accessible
• Texas: Since 2023, major Texas metropolitan areas have been integrated into the combined network

The combined LaserShip-OnTrac network enables reaching approximately 74% of the U.S. population, or more than 250 million potential consumers. This coverage includes most of the country's major metropolitan areas, densely populated urban centers where e-commerce delivery demand is strongest. The company operates sorting centers in 31 states, which ensures efficient logistics and optimized delivery times.

Regarding international shipments, LaserShip is not an international carrier per se. The company focuses on domestic deliveries within the United States and does not offer shipping services to foreign countries as its main service. However, for specific customer needs, LaserShip may rely on partnerships with international carriers. In this case, a parcel destined abroad is handed over to a logistics partner once it reaches the U.S. border.

For shippers using shipping platforms such as ShipStation or ShipEngine, it is possible to create international shipping labels via LaserShip integration. These platforms then submit electronic customs declarations to the partner carrier who will handle the international routing. However, this solution remains marginal compared to LaserShip's main activity.

What are LaserShip's delivery services and timeframes?

LaserShip offers a comprehensive range of delivery services adapted to the different needs of shippers and recipients. The company has particularly distinguished itself by its ability to offer competitive delivery times, often faster than those of traditional national carriers, while maintaining attractive rates for online retailers.

LaserShip's core business is based on last-mile delivery, that crucial step where the parcel leaves the local distribution center to be delivered to the recipient's home. The company has developed a dense network of local couriers who know their delivery area intimately, enabling route optimization and guaranteeing fast and accurate deliveries.

• Same-Day Delivery: For parcels dropped off before noon, LaserShip offers urgent same-day delivery service. This premium service allows for the most urgent customer and business needs.
• Next-Day Delivery: The 24-hour delivery service is one of LaserShip's main strengths. The company offers next-day delivery at rates usually charged for standard ground shipping.
• Two-Day Delivery: This intermediate option offers morning or afternoon delivery windows, allowing recipients to better plan for parcel receipt.
• Standard Ground Delivery: For less urgent shipments, standard service ensures reliable delivery in 2 to 5 business days depending on distance and routing.
• Transcontinental Service: Thanks to the merger with OnTrac, LaserShip now offers coast-to-coast delivery service with transit times of 3 to 5 days for shipments from one coast to the other.

Delivery times naturally vary depending on several factors: the distance between the shipment origin and destination, the service chosen by the shipper, and the current operational conditions. For a shipment within the same metropolitan area, delivery can be completed the same day or next day. For shipments between the East Coast and West Coast, the typical timeframe is three to five days.

Delivery hours generally extend from Monday to Friday, 8 a.m. to 9 p.m. This extended time window maximizes the chances of finding the recipient at home and reduces unsuccessful delivery attempts. LaserShip particularly distinguishes itself with its seven-day delivery service, launched in March 2024.

Since March 2024, OnTrac (of which LaserShip is part) offers weekend delivery at no additional charge on more than 70% of its served territory. This seven-day-a-week delivery service covers 75% of the company's network and allows reaching more than 175 million American consumers. Saturday and Sunday deliveries are made during the same hours as weekdays, from 8 a.m. to 9 p.m.

This seven-day-a-week delivery offer significantly differentiates LaserShip from competitors FedEx and UPS in the ground delivery segment. For example, an order placed Tuesday by a New York customer from a California retailer will be delivered by Saturday with LaserShip, up to two days earlier than with national carriers that do not deliver on Sunday.

What are LaserShip's rates and maximum dimensions accepted?

LaserShip has built part of its reputation on its ability to offer competitive rates compared to traditional national carriers. The company notably offers next-day delivery at rates usually charged for standard ground shipping, which represents a significant advantage for shippers seeking to optimize logistics costs while offering fast service to their customers.

LaserShip rates depend on several factors that the shipper must consider when planning shipments. The final price is calculated based on parcel weight, dimensions, distance to be traveled, and the type of service chosen. For companies shipping large volumes, LaserShip offers substantial discounts negotiated based on shipping volume.

• Rate Calculation: LaserShip uses an online calculator allowing precise estimates for each shipment based on weight, dimensions, and destination
• List Rates: Reference rates are available for download on the company's official website, with regular updates
• Volume Discounts: Regular shippers can negotiate significant discounts based on their monthly or annual shipping volume
• Fuel Surcharge: An indexed fuel surcharge is applied and adjusted weekly based on the national average diesel price in the United States as published by the EIA

Regarding maximum dimensions and weight accepted, LaserShip imposes certain limits to ensure optimal parcel handling in its distribution network. These limits are designed to adapt to the vehicles used by couriers and the company's automated sorting infrastructure.

• Maximum Weight: LaserShip generally accepts parcels weighing up to 23 kg (approximately 50 pounds), with some services allowing up to 30 kg (66 pounds) depending on commercial agreements
• Maximum Dimensions: Parcels must not exceed 1 meter in length or width. More restrictive dimensions may apply depending on services, with a common limit of 91 cm x 51 cm x 41 cm (36 x 20 x 16 inches)
• Dimensional Weight Calculation: For bulky but light parcels, LaserShip may apply dimensional weight calculation to determine the applicable rate

Like all carriers in the industry, LaserShip periodically adjusts its rates to reflect changes in logistics costs, with annual increases generally ranging from 5 to 7%. The company regularly adjusts its rates to reflect changes in operating costs, particularly fuel prices and wages.

The fuel surcharge deserves particular attention as it can represent a significant portion of total shipping costs. This surcharge is calculated based on the national average diesel price in the United States and is adjusted each Monday. It applies to the net parcel rate as well as all additional fees and surcharges. Shippers should therefore monitor the evolution of this surcharge, particularly during periods of oil price volatility.

Certain merchandise is subject to restrictions or may be charged special additional fees. Bulky, fragile, or special handling items may be charged differently. It is recommended that shippers consult LaserShip's terms and conditions or contact customer service to confirm acceptability and applicable rates for atypical shipments.

What are LaserShip's delivery options?

LaserShip offers several delivery options designed to adapt to different situations and preferences of recipients. The company has developed these options in response to growing expectations of American consumers for flexibility and convenience in receiving their parcels.

Home delivery is LaserShip's primary delivery method. The company's couriers deliver parcels directly to the recipient's address, Monday through Sunday, between 8 a.m. and 9 p.m. This broad time window aims to maximize the likelihood of finding the recipient at home and successfully completing delivery on the first attempt.

• Standard Home Delivery: The parcel is dropped off at the indicated address, with the possibility of secure deposit at the door if the recipient is not present
• Signature Required Delivery: For high-value or sensitive shipments, recipient signature may be required upon parcel delivery
• Secure Deposit: In the recipient's absence, the courier can deposit the parcel in a secure agreed-upon location (at the door, behind the porch, etc.)
• Delivery Windows: For certain services, morning or afternoon delivery windows may be offered to allow recipients to better plan their availability

If the recipient is absent during the first delivery attempt, LaserShip has several options to complete parcel delivery. The courier can make another attempt the next day, or the parcel can be deposited at a nearby pickup point. A notification is then sent to the recipient by SMS or email to inform them of the location where to retrieve their parcel.

LaserShip also offers the possibility for recipients to pick up their parcel directly from a local distribution center. To benefit from this option, contact the company's customer service to arrange pickup terms. This solution may be convenient for recipients who cannot be present at their home during delivery hours.

• Local Center Pickup: Possibility of retrieving the parcel directly from the LaserShip distribution center in your area after contacting customer service
• Pickup Point Deposit: In case of failed delivery, the parcel can be deposited at a nearby pickup point and the recipient is notified
• Rescheduling: Recipients can request rescheduling of delivery to a later date if needed

For business customers and companies, LaserShip offers customized delivery features. These options allow defining specific time slots or consolidating multiple deliveries to optimize costs and logistics. This flexibility is particularly appreciated in dense urban areas where coordinating deliveries represents a major challenge for businesses.

LaserShip also offers complete e-commerce logistics services for companies wishing to outsource their entire logistics chain. These services include warehouse management, order fulfillment, packing and shipping, as well as returns management. This integrated offering allows online retailers to focus on their core business while benefiting from LaserShip's logistics expertise.

Notifications are a central element of the LaserShip delivery experience. Recipients receive regular updates by email or SMS regarding their parcel's status, from pickup through final delivery. These notifications typically include an estimated delivery date and time, allowing recipients to organize accordingly.

What should I do if my LaserShip parcel is lost or damaged?

In case of problems with a LaserShip parcel, whether loss, damage, or significant delay, several steps can be taken to obtain a satisfactory resolution. It is important to understand that in most cases, the seller or shipper will be your primary contact for resolving the issue.

When a parcel is damaged during transport, it is typically returned to the shipper. LaserShip applies the standard industry procedure of returning damaged parcels to the seller for processing. This is why the recommended first step is to contact the retailer from which you placed your order.

• Step 1 - Contact the Seller: Contact the customer service of the retailer or marketplace where you made your purchase. Most major e-commerce retailers offer quick solutions (refund or replacement) without requiring you to deal directly with the carrier.
• Step 2 - Gather Information: Prepare your order number, your LaserShip tracking number, and any relevant documentation (photos of damage, tracking screenshot, etc.).
• Step 3 - File a Claim: If the seller asks you to, you can file a claim directly with LaserShip via their website or customer service.
• Step 4 - Follow Up on the Claim: Keep all evidence of your communications and follow up as necessary until you obtain a resolution.

To file a claim directly with LaserShip, the company provides an online form on its website in the support section. You will need to provide your tracking number, a description of the problem encountered, and possibly photos if the parcel was damaged. Claim processing time may vary depending on the case's complexity.

It is important to act quickly if there is a problem. The sooner you report an issue, the easier it will be to trace the parcel or build a strong claim file. Deadlines for filing claims are generally limited in time, although the exact period may vary depending on the carrier and seller's conditions.

• Parcel Marked as Delivered but Not Received: First check with your neighbors or in possible deposit areas (porch, garage, mailbox). If the parcel remains missing, contact the seller to report non-receipt.
• Damaged Parcel Upon Receipt: Immediately photograph the parcel's condition and contents. Keep the original packaging which could serve as proof. Contact the seller to request a replacement or refund.
• Parcel Stuck in Transit: If your parcel has not progressed for several days, first contact LaserShip for information, then the seller if no solution is offered.

Regarding insurance and compensation, terms vary depending on whether you are the shipper or recipient, and depending on terms negotiated between the shipper and LaserShip. Professional shippers can purchase additional insurance to cover the value of their shipments. For individuals receiving parcels, the seller is generally responsible for providing compensation in case of problems.

If you do not obtain satisfaction after contacting the seller and LaserShip, other remedies exist. You can file a complaint with the Better Business Bureau (BBB), the American consumer protection agency, or contact your state attorney general's office. These steps can sometimes expedite processing of your case.

To avoid delivery problems, a few precautions can be helpful: verify that your address is complete and correctly formatted when ordering, ensure your phone number is up to date to receive notifications, and if possible, plan a secure deposit solution to prevent the parcel from remaining unattended in front of your door.

Does LaserShip handle international shipments and customs procedures?

LaserShip is primarily an American domestic carrier that concentrates the bulk of its operations on deliveries within the United States. As such, the company does not offer direct international shipping services to other countries. This specialization in the American market allows it to offer optimized services and competitive rates for domestic deliveries.

LaserShip's network, even after its merger with OnTrac, remains confined to the territory of the continental United States. The company has no logistics infrastructure outside American borders and has not developed a large-scale international partner network like global carriers such as DHL, FedEx International, or UPS Worldwide.

• Geographic Coverage: LaserShip operates exclusively in the United States, covering 31 states and Washington D.C. after the merger with OnTrac
• No Direct International Service: The company does not offer shipping services to destinations outside the United States
• Focus on Domestic Last-Mile: LaserShip's specialization is on final delivery to American consumers on behalf of e-commerce retailers

For shippers needing solutions combining domestic and international delivery, several options exist. Some multi-carrier shipping platforms allow using LaserShip for the American domestic portion of a shipment, then switching to an international carrier for the cross-border segment. This approach allows benefiting from LaserShip's tariff advantages on U.S. territory while accessing international destinations.

It should be noted that there are other companies with similar names, such as Laser Ship Express or Laser Ship Ltd, which are separate entities offering international logistics services. These companies are not affiliated with the American LaserShip described in this fact sheet and operate in different markets. It is important not to confuse these different companies when searching for logistics solutions.

• For Shipments to the United States: If you are shipping from abroad to the United States, your international carrier can hand the parcel to LaserShip or OnTrac for final delivery to the American recipient
• For Shipments from the United States: If you need to ship internationally, you will need to use another carrier specializing in international shipments
• E-commerce Integrations: Some platforms like ShipStation allow creating international labels via their integrations, but the international portion will be handled by another carrier

Regarding customs procedures, this question generally does not apply to LaserShip since the company does not handle cross-border shipments. Parcels transported by LaserShip circulate exclusively on American territory and are therefore not subject to customs controls. If a parcel arriving from abroad is delivered to you by LaserShip, it means another carrier handled the import and customs clearance before handing the parcel to LaserShip for final delivery.

For companies with complex logistics needs including domestic and international flows, it is generally recommended to work with multiple carriers or with a freight broker capable of coordinating the entire logistics chain. LaserShip can then intervene as a preferred partner for the American domestic segment, complementing an international carrier's offer for cross-border flows.

How to contact LaserShip?

LaserShip provides several communication channels to answer questions and concerns from its customers, whether professional shippers or parcel recipients. The company's customer service is accessible by phone, email, and via the website, with extended hours covering seven days a week.

Telephone remains the preferred means of contact for urgent questions or situations requiring a quick response. LaserShip has a dedicated call center for support requests and claims. Wait times can however be significant, particularly at the beginning of the week when traffic is generally higher.

• Main Phone Number: 1-804-414-2590 for general customer service
• Alternative Number: 1-469-529-1133, often more effective for reaching an agent according to user feedback
• Toll-Free Number: 1-800-527-3764 for calls from within the United States
• SMS: Text messaging service available at 1-302-246-7136
• Email: [email protected] for written requests and case follow-up

LaserShip customer service hours are relatively extended to adapt to different American time zones and customer needs. Phone support is available Monday to Friday from 8 a.m. to 9 p.m. (Eastern Time), Saturday from 8 a.m. to 8 p.m., and Sunday from 8 a.m. to 5 p.m. Average wait times often exceed 30 minutes, particularly Monday which is the busiest day.

• Monday - Friday: 8:00 a.m. to 9:00 p.m. (Eastern Time)
• Saturday: 8:00 a.m. to 8:00 p.m. (Eastern Time)
• Sunday: 8:00 a.m. to 5:00 p.m. (Eastern Time)
• Best Day to Call: Wednesday is generally the day with the least wait time and most availability

For less urgent requests or general questions, LaserShip's website offers a comprehensive FAQ section accessible 24 hours a day. This online resource answers the most frequently asked questions about parcel tracking, delivery options, claim procedures, and services offered. Online parcel tracking is also available at all times.

When contacting customer service, it is recommended to prepare certain information to facilitate processing of your request. Have your LaserShip tracking number (usually in the format LZ followed by numbers), your full name, your order number if applicable, and a clear description of your problem or question ready. This preparation will allow the agent to handle your request more efficiently.

For professional shippers and LaserShip partner companies, dedicated communication channels may be available. Business accounts generally have an assigned account manager and access to priority support lines. These services allow business partners to quickly resolve operational issues and optimize their use of LaserShip services.

Understanding tracking statuses

When you track a LaserShip parcel online, different statuses may appear to inform you of your shipment's progress. Here are the main statuses and their meanings: