OnTrac tracking

What is OnTrac?

OnTrac is an American parcel carrier specializing in last-mile delivery for e-commerce. Founded in 1991 under the name California Overnight, the company started as a regional expedited delivery service in California before becoming one of the major players in parcel distribution in the United States. True to its motto "On-Time for Less," OnTrac has positioned itself as an economical and reliable alternative to industry giants like FedEx and UPS.

OnTrac's history is marked by progressive and strategic expansion. In its early days, the company focused exclusively on urgent parcel deliveries within the state of California, offering shippers a faster local option for documents and small packages. Its first customers were mainly local businesses seeking an alternative to overnight services from national carriers. The success of this regional model led the company to gradually expand its coverage across the entire American West.

In 2001, California Overnight adopted the "OnTrac" name to better reflect this geographic growth and expanded capabilities. At that time, the carrier was already operating not only in California but also in Arizona, Nevada, Oregon, Washington, Utah, Colorado, and Idaho, thus covering the entire western United States. This solid regional presence allowed OnTrac to build a reputation for excellence in 24-hour deliveries on the Pacific Coast.

• Founding date: 1991, initially under the name California Overnight, then renamed OnTrac in 2001
• Headquarters: Chandler, Arizona, United States
• Parent company: Since October 2021, OnTrac has been part of the group resulting from the merger with LaserShip
• Current coverage: More than 35 American states and Washington D.C., reaching approximately 70% of the American population
• Positioning: Economic alternative to national carriers with savings of 10 to 35% on rates

A major turning point in OnTrac's history occurred in October 2021 when the company was acquired by LaserShip for $1.3 billion. LaserShip was then the primary regional delivery service operating on the East Coast of the United States. This strategic acquisition aimed to create a national parcel distribution network capable of competing with major industry players. The merger of LaserShip and OnTrac networks resulted in the launch of a transcontinental delivery service, connecting the East and West coasts of the United States for the first time under the same brand.

In April 2023, the two entities completed their full integration and unified their brand under the single name "OnTrac." This brand redesign included a new name, new logo, redesigned website, and unified visual identity. Through this merger, OnTrac transitioned from regional carrier status to a nearly national player, significantly strengthening its position in the e-commerce parcel delivery market. The carrier is experiencing sustained growth in shipping volumes, testifying to increasing business confidence in this delivery service.

Which countries does OnTrac deliver to?

OnTrac primarily concentrates its activities on the territory of the United States, where the carrier has developed a particularly dense and efficient distribution network. Historically limited to states in the American West, OnTrac's network has expanded considerably following the 2021 merger with LaserShip, now allowing near-nationwide coverage.

Before the 2021 merger, OnTrac's network served exclusively California and major metropolitan areas in Arizona, Nevada, Oregon, Washington, Utah, Colorado, and Idaho. This geographic area represented a population of approximately 65 million consumers. For its part, LaserShip covered 22 states in the eastern and midwestern United States, as well as Washington D.C., reaching approximately 150 million potential customers.

• Combined coverage: More than 35 American states and Washington D.C. since the merger of networks
• Population served: Approximately 70% of the American population, or more than 250 million consumers
• Sorting centers: Presence in 31 states with strategically positioned distribution centers
• Transcontinental service: Coast-to-coast delivery in as few as 3 business days

Expansion into Texas constituted a major step for the carrier. OnTrac now makes deliveries from facilities located in major Texas metropolises: Austin, Dallas-Fort Worth, Houston, and San Antonio. This expansion made it possible to reach millions of new consumers and bring total coverage to approximately 70% of the American population. The Dallas-Fort Worth sorting center, covering approximately 28,000 m², functions as the state's main hub and facilitates millions of deliveries to DFW metro residents.

For international shipments, OnTrac offers shipping options to many destinations worldwide via its OnTrac International division and partnerships with global carriers. In this case, OnTrac acts as an intermediary: the carrier handles the shipment from the United States, then entrusts it to a postal network or global carrier for final delivery abroad. A unified tracking system allows you to trace the package throughout its international journey. OnTrac International teams assist shippers with documentation and compliance with customs regulations to minimize processing delays.

What are OnTrac's shipping services and delivery times?

OnTrac offers a complete range of shipping services tailored to the varied needs of businesses and individuals. Different service levels adjust to the urgency of the shipment, from overnight express delivery to more economical options over several business days. The carrier distinguishes itself through its ability to offer transit times often shorter than those of national competitors in its main areas of operation.

OnTrac's standard Ground service constitutes the carrier's main offering. This service guarantees delivery times generally between one and three business days on a national scale, thanks to the advantages of the regional network which optimize speed and delivery efficiency. OnTrac indeed claims the largest 1 to 2-day delivery area among all alternative carriers.

• OnTrac Ground: Standard ground service with delivery in 1 to 3 business days depending on destination
• OnTrac Next-Day: Express service with guaranteed next-day delivery
• OnTrac Sunrise: Premium option guaranteeing delivery before noon on business days
• Same-Day: Same-day delivery for extremely urgent shipments in certain metropolitan areas
• Transcontinental service: Coast-to-coast delivery in as few as 3 days

OnTrac also plans to launch two new services in 2026 to expand its offerings. OnTrac Express will offer transit times of two to three days for long-distance shipments in the United States, leveraging ClearJet partner's air transport capabilities. OnTrac Ground Essentials will be an economical option for merchants shipping non-urgent parcels in volume. This service will show transit times generally one to two days longer than standard ground service, but will offer per-parcel costs up to 30% lower than national carriers, with no surcharge for residential delivery.

The carrier ensures seven-day-a-week deliveries in many areas. Saturday and Sunday deliveries are included at no additional charge, which represents a considerable advantage for online merchants wishing to meet customer expectations for weekend deliveries. OnTrac has launched a "7-Day Play" program in partnership with the Fenix Commerce delivery management platform, which provides customers with accurate delivery dates at checkout by leveraging OnTrac transit data.

Delivery hours for residential addresses generally extend from 8 a.m. to 9 p.m. in the recipient's local time zone. This wide time window helps optimize delivery routes and increase first-pass delivery rates. OnTrac reports an on-time delivery rate exceeding 98%, which testifies to the reliability of its logistics operations.

What are OnTrac's rates and maximum dimensions accepted?

OnTrac positions itself as an economical alternative to traditional national carriers, with announced savings of 10 to 35% compared to FedEx, UPS, and American postal service rates. This pricing competitiveness, combined with extended geographic coverage and fast delivery times, makes OnTrac a preferred choice for many online merchants and businesses.

OnTrac regularly adjusts its rates, typically with annual increases slightly lower than those practiced by FedEx and UPS. These pricing revisions are accompanied by changes to various surcharges, including those applicable to residential deliveries, oversized packages, and shipments to rural areas. The residential delivery surcharge is currently set at approximately $6 per package.

• Average savings: 10 to 35% compared to national carriers and postal services
• Rate adjustments: Annual increases generally lower than those of national competitors
• Residential surcharge: $6.10 per package (waived with Ground Essentials service)
• Volume discounts: Significant reductions are offered based on shipping volume

Regarding package dimensions and weight, OnTrac applies precise restrictions. The maximum authorized weight is 68 kg per package, although some locations may have lower limits due to local restrictions. The maximum combined length (length plus package girth) must not exceed 419 cm.

Additional surcharges apply when a package exceeds certain dimensional thresholds. A package is considered oversized when its length exceeds 122 cm, its second longest side exceeds 76 cm, its total volume exceeds 142,000 cm³, or its billable weight exceeds 23 kg. In these cases, additional fees may apply, including an extra handling surcharge, an oversized package surcharge, an unauthorized package surcharge, and a maximum limit overage surcharge.

• Maximum weight: 68 kg per package
• Maximum combined length: 419 cm (length + package girth)
• Length surcharge threshold: 122 cm
• Width surcharge threshold: 76 cm for the second longest side
• Volume surcharge threshold: 142,000 cm³
• Weight surcharge threshold: 23 kg

OnTrac uses dimensional weight calculation to bill large but lightweight packages. Dimensional weight is calculated by multiplying the length, width, and height of the package, then applying a dimensional coefficient. The billable weight applied will be the higher of actual weight and dimensional weight. This billing method reflects the package's density and the space it occupies in transport vehicles relative to its actual weight.

For packaging, OnTrac recommends using new corrugated cardboard for most items and double-wall cardboard for items over 14 kg. Contents must be centered with at least 5 cm of protection on all sides. Each item should be wrapped in foam, bubble wrap, or kraft paper, and empty spaces should be filled. Seams must be sealed with 5 cm reinforced packing tape in an H-shape on both top and bottom flaps.

What are OnTrac's delivery options?

OnTrac offers a variety of delivery options designed to meet the specific needs of shippers and recipients. These options allow customizing the delivery experience according to the desired security level, recipient availability, and particular requirements of each shipment.

Residential delivery is OnTrac's most common service. The carrier ensures fast and efficient deliveries to both single-family homes and residential buildings. Packages are typically delivered between 8 a.m. and 9 p.m. in the recipient's local time zone, offering a wide time window to maximize chances of successful first-attempt delivery.

• Residential delivery: Distribution to homes and residential buildings
• Business delivery: Dedicated service to offices, stores, warehouses, and professional sites
• Retail solutions: Custom services including direct in-store delivery and replenishment programs
• 7-day delivery: Service available Monday through Sunday in many areas

OnTrac offers several flexible signature options that the shipper can define based on the desired security level for each shipment. The shipper can require an adult's signature upon delivery for valuable packages, authorize delivery without signature for convenience, or indicate that no signature is needed. This flexibility allows adapting the delivery protocol to the characteristics of each shipment and recipient preferences.

The "Hold for Pickup" service represents a particularly useful option for recipients wishing greater control over receiving their packages. This service allows the package to be held at an OnTrac facility or authorized partner, where the recipient can pick it up at their convenience. Pickup points include OnTrac facilities, commercial partners, automated locker systems in certain areas, as well as authorized agents and business centers.

• OnTrac facilities: Main pickup points offering direct package access
• Commercial partners: Partner stores allowing package collection
• Automated lockers: Secure lockers available in certain areas for flexible pickup
• Authorized agents: Providers offering package pickup services on behalf of OnTrac

In case of failed delivery attempts, for example due to recipient absence or access issues, OnTrac typically schedules a new attempt the following business day. If the second attempt also fails, the package can be deposited at a pickup point for the recipient to collect. OnTrac's notification system keeps recipients informed of their delivery status and available options.

For regular shippers, OnTrac offers scheduled pickup service. Businesses shipping frequently can contact customer service at 800-334-5000 to arrange a daily pickup schedule suited to their needs. If the minimum shipping volume is met, scheduled daily pickups are offered at no additional charge. For occasional shippers, it is possible to arrange a one-time pickup by contacting the same number.

What if my OnTrac package is lost or damaged?

OnTrac has a structured claims procedure to handle cases of lost or damaged packages. It is essential to follow the prescribed deadlines and steps to maximize chances of obtaining compensation. The carrier imposes specific conditions regarding documentation to be provided and claim submission deadlines.

Any claim concerning loss or damage to a shipment must be submitted in writing to OnTrac within 30 days following the package's scheduled delivery date. For damaged or missing contents, it is recommended to file the claim immediately, but the maximum deadline is 60 days from the shipment date. Compliance with these deadlines is crucial for claim validity.

• Standard deadline: 30 days after scheduled delivery for loss or damage claims
• Extended deadline: Up to 60 days for damaged or missing contents
• Email: [email protected] to submit claims
• Mailing address: OnTrac, Attn: Claims, 2501 S. Price Road, Suite 201, Chandler, AZ 85286

To file a valid claim, the claimant must gather all relevant information regarding the shipment. This includes the tracking number, shipment details, and any associated documentation such as receipts or invoices. In case of a damaged package, it is imperative to visually document the damage before any handling. If the external packaging shows signs of deterioration, damage should be noted on the delivery note or proof-of-delivery receipt.

It is strongly recommended to take photographs of any visible damage to the external packaging as well as the product itself. OnTrac emphasizes the importance of not discarding anything: if a package inspection is performed, the carrier will use the packaging and contents to determine whether product damage is consistent with container damage. Direct contact with OnTrac should be preferred rather than going through a third-party logistics provider.

• Required documents: Tracking number, shipment details, receipts, and invoices
• Visual evidence: Photos of packaging and content damage
• Evidence preservation: Do not discard damaged packaging or contents
• Declared value: Mention any declared value exceeding $100 when shipping

Regarding liability and compensation, OnTrac applies limits defined in its terms and conditions. Without additional insurance, OnTrac will reimburse up to $100 per shipment. To benefit from higher coverage, it is necessary to declare a value exceeding $100 when shipping, which affects coverage during transit. It is important to note that for a claim to be valid, OnTrac must be at fault for the damage or loss. If damage results from inadequate packaging, loading errors, or weather events, OnTrac's liability is not engaged.

After submitting a claim with appropriate documentation, the carrier has 30 business days to acknowledge the request. Investigating a claim can take time, and patience should be exercised during this process. For shippers wanting additional protection and faster claim processing, third-party insurance is available through platforms like EasyPost, which offers simple claims settled in a maximum of 10 business days.

Does OnTrac handle international shipments and customs procedures?

While OnTrac's main activity is centered on domestic deliveries in the United States, the company also offers international shipping options via its OnTrac International division and partnerships with global carriers. This specialized branch allows American customers to ship packages to many destinations worldwide.

OnTrac International offers comprehensive expertise in international shipping, including transportation, warehousing, and customs clearance. Services offered cover international and domestic shipments, freight transit, warehousing, customs clearance, supply chain management, and express delivery. The OnTrac International team assists shippers with documentation and compliance with customs regulations to facilitate customs clearance and minimize delays.

• Documentation assistance: Help preparing documents required for customs clearance
• Regulatory compliance: Verification of compliance with applicable customs regulations
• Unified tracking: Package traceability throughout its international journey
• Customized solutions: Adaptation of services to each shipper's specific needs

For international shipments, certain documents are required. The shipper must ensure that information relating to the shipment on the shipping form (Airbill) is correct, including the value declared for customs. Addressing and labeling must be precise enough to allow efficient delivery without delay. If the shipment includes in whole or in part documents without commercial value or customs value in the destination country, this must be clearly indicated.

Regarding customs fees and taxes, rates published by OnTrac International are exclusive of applicable VAT and customs duties. These fees are typically the recipient's responsibility, in accordance with standard international trade practices. Rates may be changed up to the date transport begins without notice. It is therefore recommended to verify rates in effect at the time of shipment.

• Customs duties: Typically recipient's responsibility per destination country regulations
• VAT and taxes: Not included in OnTrac International shipping rates
• Electronic declarations: Possibility of submitting customs declarations electronically via certain platforms
• Customs clearance times: Variable according to destination country customs authorities

OnTrac International strives to facilitate customs clearance but cannot be held responsible for penalties incurred due to delays by customs authorities or package seizure by customs or other authorities. For claims concerning international shipments lost, damaged, or delayed, a 21-day deadline from actual or scheduled delivery applies to file a written claim with an OnTrac International office in the shipment's country of origin.

OnTrac International's mode of operation functions according to an intermediary model: the carrier handles the shipment from the United States, then entrusts it to an international postal network or partner global carrier for final delivery in the destination country. This system allows benefiting from local expertise of postal operators or partner carriers in each country, while maintaining a single point of contact for the American shipper.

Understanding tracking statuses

When you track an OnTrac package online, different statuses may appear to inform you of your delivery progress. Each shipment handled by OnTrac is identified by a unique tracking number, typically composed of 14 alphanumeric characters. The most common formats start with the letter "C" followed by 13 digits for OnTrac Ground service, or "D" followed by 13 digits for OnTrac Next-Day express service. Since the merger with LaserShip, other formats have appeared with prefixes such as "1LS," "LS," "LX," or "BN." Here are the main statuses and their meanings:

OnTrac's tracking system is updated in near real-time at each key step of the package's journey. Successive scans are performed at initial pickup, arrival at intermediate sorting centers, then at the time of dispatch in the local delivery center. OnTrac also offers SMS notifications by texting "track my package" to 205-855-5110 to receive updates on your package status. For any questions concerning a status or delivery problem, OnTrac customer service is reachable at 800-334-5000 Monday to Friday from 8 a.m. to 9 p.m. (Eastern time) and weekends from 8 a.m. to 8 p.m.