OnTrac is a last-mile delivery carrier that operates across the United States. Originally founded as a Western U.S. regional carrier, OnTrac was acquired by LaserShip in 2021 for $1.3 billion. The two carriers combined their coast-to-coast networks and eventually rebranded everything under the OnTrac name in 2023.
Track Your Order
Today, OnTrac covers 35 states and Washington D.C., reaching roughly 74 percent of the U.S. population. The company specializes in e-commerce delivery and positions itself as a faster, lower-cost alternative to UPS and FedEx for last-mile parcel delivery. Retailers like Shein, Walmart, Nike, Temu, Best Buy, and Adidas use OnTrac because it can be up to 30 percent cheaper than legacy carriers for ground delivery.
If you are receiving a package through OnTrac, it almost certainly originated from an online order placed through one of these large retail platforms.
OnTrac Service Coverage
| Region | States Served | Typical Delivery Time |
| Western Core | CA, AZ, NV, OR, WA, UT, CO, ID | 1 to 2 business days |
| Extended West | MT, WY, NM, AK | 2 to 4 business days |
| Midwest | TX, IL, OH, MI, MO, KS, MN, WI, IN, IA | 2 to 4 business days |
| East Coast (former LaserShip) | NY, NJ, PA, MA, VA, MD, FL, GA, NC, SC, CT, RI, NH, DE, DC | 1 to 3 business days |
How to Find Your OnTrac Tracking Number
Before you can track anything, you need the right number. OnTrac tracking numbers have a specific format that is easy to identify once you know what to look for.
OnTrac Tracking Number Format
| Format | 14 to 15 characters. Starts with C, D, 1LS, LS, LX, or BN followed by numeric digits. Example: C98765432101234 |
Where to find your tracking number:
- Your order confirmation email from the retailer (look for a “Shipped” or “Dispatched” email)
- Your retailer account page under “Orders” or “Order History”
- The shipping label attached to the physical package
- SMS notification from the retailer if you opted in to text updates
One important thing to know: OnTrac tracking numbers are assigned by the shipper, not OnTrac directly. If the tracking number is not working, it usually means the retailer has not yet handed the package to OnTrac. Give it 24 hours before calling anyone.
How to Track Your OnTrac Package: Step by Step
Method 1: OnTrac Official Website
- Open your browser and go to ontrac.com/tracking
- Enter your tracking number in the search field
- Click the red “Track Your Package” button
- Scroll down to “All OnTrac Events” to see the full journey history
- Click “Shipment Details” for weight, dimensions, expected delivery date, and origin ZIP
Method 2: Text Message
Text the words “track my package” to 205-855-5110. An OnTrac representative or automated system will respond with your package status. Standard message rates apply. This line is text-only and is not for voice calls.
Method 3: NotifyMe Real-Time Alerts
After pulling up your tracking page on the OnTrac site, look for the “Get Text Alerts” or “NotifyMe” button next to “Shipment Progress.” Sign up with your mobile number and OnTrac will send you an automatic SMS when your package goes out for delivery, when a delivery attempt is made, and when it is delivered.
Method 4: Virtual Chat Assistant
On the OnTrac homepage, click the red chat icon in the bottom right corner. The virtual assistant, named Wink, can look up your tracking status and help you open a support ticket. Chat is available Monday through Friday, 8 a.m. to 9 p.m. Eastern, and Saturday through Sunday, 8 a.m. to 8 p.m. Eastern.
Method 5: Third-Party Tracking Tools
Several third-party platforms can track OnTrac packages alongside other carriers. These are useful when your shipment passes through multiple carriers before reaching you.
- TrackingMore (trackingmore.com) tracks OnTrac and 1,100+ carriers
- ParcelsApp (parcelsapp.com) offers iOS and Android mobile tracking
- 17Track (17track.net) is popular for international shipments that hand off to OnTrac
What Every OnTrac Tracking Status Means
OnTrac uses plain-language status labels, but some of them are easy to misread. Here is what each one actually means.
| Status | What It Means | What to Do |
| Label Created | The retailer printed the shipping label but OnTrac has not received the package yet. | Wait 24 to 48 hours for the next update. |
| Package Received at Facility | OnTrac has the package at a sort center. Movement is beginning. | No action needed. |
| In Transit | Package is moving through OnTrac’s network toward your address. | No action needed. Check back in 24 hours. |
| Out for Delivery | Package is on a delivery vehicle heading to your address today. | Be home or ensure someone can receive it. Delivery is typically between 8 a.m. and 9 p.m. local time. |
| Delivered | OnTrac says the package was left at your address. | Check around your door, garage, mailbox, or with a neighbor. |
| Delivery Exception | Something unexpected happened: wrong address, closed business, or access issue. | Check your email for details. You may need to contact OnTrac or the retailer. |
| Awaiting Package | OnTrac is waiting for the retailer to physically hand over the parcel. | Contact the retailer. This is often a delay on the shipper side, not OnTrac. |
OnTrac Tracking Not Updating: Real Reasons and Real Fixes
This is the question that brings most people to this guide. Your tracking has been sitting on the same status for a day or two, and you want to know why.
Let’s be straightforward about this: OnTrac does have a known reputation for inconsistent tracking updates. Reports from customers and even former employees point to understaffing at sorting facilities as a contributing factor, particularly during peak periods like Black Friday, Cyber Monday, and the holiday season. That said, most delayed tracking situations do resolve themselves.
Most Common Reasons Tracking Stops Updating
- The package is in linehaul transit between major sort centers. Packages may travel several hundred miles between scans, causing gaps of 12 to 24 hours with no updates.
- High volume periods create backlogs at facilities where packages sit unscanned.
- The retailer scanned the label but has not physically given the parcel to OnTrac yet.
- A system glitch on the tracking platform. Sometimes the package moves normally but the digital record lags behind.
- Weather delays in certain regions. OnTrac posts service alerts at ontrac.com/service-alerts when weather is causing disruptions.
What to Do When Tracking Is Stuck
- Wait 24 hours first. Most gaps in tracking resolve on their own within one business day.
- Clear your browser cache and reload the tracking page, or try a different browser or device.
- Try tracking the same number on a third-party platform like TrackingMore to rule out an OnTrac website issue.
- If the status has not changed in 3 business days, contact your retailer. The retailer has more leverage with OnTrac than you do as a consumer.
- If the retailer is not responsive, use the Wink chat assistant on the OnTrac site to open a support case with your tracking number.
Package Says Delivered But You Cannot Find It
This is one of the most stressful situations in online shopping. The tracking says delivered, but there is nothing at your door. Before panicking, work through these steps in order.
- Check every possible delivery spot around your property: front door, side door, back door, mailbox, garage, and porch steps.
- Ask neighbors or building staff. OnTrac drivers sometimes leave packages with nearby residents or a building concierge.
- Look for a delivery photo. Some OnTrac tracking pages include a photo confirmation showing where the package was placed.
- Wait two to four hours. Occasionally the digital “Delivered” status updates before the driver physically drops off the parcel.
- Submit a missing package inquiry through the OnTrac tracking page. Choose “Tracking shows delivered; no package.” OnTrac will open an investigation and email you a case number within one business day.
- If there is no resolution after two business days, contact the retailer directly. Retailers like Amazon, Shein, and Best Buy often reship or refund without requiring you to wait for the carrier investigation to close.
OnTrac Delivery Days and Hours
One of OnTrac’s competitive advantages is its delivery schedule. Unlike some carriers that only operate Monday through Friday, OnTrac has expanded to seven-day delivery for most of its network.
| Detail | Information |
| Delivery Days | Monday through Sunday, 7 days a week in most areas |
| Delivery Hours | 8 a.m. to 9 p.m. in your local time zone |
| Same-Day Delivery | Available in select markets |
| Holidays | May vary. Check ontrac.com/service-alerts for holiday schedules |
| Customer Service Hours | Mon-Fri 8 a.m. to 9 p.m. ET, Sat-Sun 8 a.m. to 8 p.m. ET |
Tips to Avoid OnTrac Delivery Problems
Most OnTrac issues can be avoided with a few simple steps. These come from patterns seen across common customer complaints.
- Double-check your delivery address at checkout. OnTrac cannot reroute a package to a corrected address once it is in transit. Verify your address is exact before completing any order.
- Use the NotifyMe alert system. Getting a text when your package is out for delivery gives you a chance to be home or arrange for a neighbor to receive it.
- Add delivery instructions early. If you have an apartment number, gate code, or specific drop location, submit it through the Wink chat assistant before the delivery date. Once a package is already out for delivery, instructions may not reach the driver in time.
- Track from the retailer’s site when possible. Retailers like Best Buy and Amazon have their own tracking integrations that sometimes show more up-to-date status than checking directly on the OnTrac site.
- If you will be away, request a hold. Contact OnTrac through the Wink assistant to delay delivery by one to two business days.
Common Mistakes When Dealing with OnTrac
- Entering the order number instead of the tracking number. These are different things. Your order number is assigned by the retailer. Your OnTrac tracking number is assigned to the shipment and usually starts with a letter like C or D.
- Contacting OnTrac before trying the retailer. As a consumer, your best path for resolution is through the retailer who hired OnTrac. The retailer has a business relationship with OnTrac and gets faster responses.
- Waiting too long to file an inquiry. If your tracking has not moved in 3 business days, file a case immediately. Waiting longer reduces your options.
- Refreshing the tracking page every hour expecting updates. OnTrac scans packages at key points in their network, not continuously. Updates typically come every 12 to 24 hours during normal transit.
- Assuming “Out for Delivery” means morning delivery. Delivery can happen any time between 8 a.m. and 9 p.m. local time.
How to Contact OnTrac Customer Support
| Method | Details | Best For |
| Text Line | Text “track my package” to 205-855-5110 | Quick status checks |
| Live Chat (Wink) | Red chat icon at ontrac.com | Opening cases, delivery instructions |
| Tracking Page Form | Submit via ontrac.com/tracking after pulling up your package | Package investigations |
| Customer Service Hours | Mon-Fri 8am-9pm ET, Sat-Sun 8am-8pm ET | All inquiries |
There is no general inbound phone line for consumers listed on OnTrac’s support page as of 2025. The primary support channels are the text line and live chat through the website.
Also Read : ShipEntegra Tracking: How to Track Your Package Step by Step (2026 Guide)
Frequently Asked Questions
How long does OnTrac take to deliver?
OnTrac’s Western U.S. core states typically see delivery in 1 to 2 business days. Extended coverage areas in the Midwest and East Coast generally range from 2 to 4 business days. An Express service offering 2 to 3 day coast-to-coast delivery is expected to launch in 2026.
Why is my OnTrac tracking not updating?
The most common reason is that the package is moving between major sort centers without a scan, which can create gaps of 12 to 24 hours. During high-volume periods like holidays, delays up to 48 hours are not unusual. Wait one business day, then contact your retailer if there is still no movement.
What does “Label Created” mean on OnTrac?
It means the retailer generated a shipping label but OnTrac has not physically received the package yet. This is not an OnTrac issue; it is a retailer issue. Contact the store you ordered from if this status does not change within 48 hours.
Does OnTrac deliver on weekends?
Yes. OnTrac offers seven-day delivery across most of its network. Saturday and Sunday deliveries happen between 8 a.m. and 9 p.m. local time. Customer service is also available on weekends, though with slightly reduced hours.
My package says delivered but I cannot find it. What do I do?
First check all spots around your property and ask neighbors. Then submit a “Tracking shows delivered; no package” inquiry on the OnTrac tracking page. OnTrac will investigate. If you have not heard back within two business days, contact your retailer for a reship or refund.
Is OnTrac the same as LaserShip?
Effectively yes. LaserShip acquired OnTrac Logistics in 2021 and the combined company rebranded to OnTrac in 2023. If you have a tracking number starting with LS or similar LaserShip formats, it can still be tracked at ontrac.com.
What stores use OnTrac for shipping?
OnTrac is used by major retailers including Shein, Walmart, Target, Amazon (for some regions), Best Buy, Nike, Adidas, Temu, and FragranceNet, among others. OnTrac is particularly common for orders delivered in the Western U.S.
Can I change my OnTrac delivery address?
Address changes are not possible once a package is in transit. If you enter incorrect delivery instructions, you can submit updated notes through the Wink chat assistant for the next delivery attempt. However, you cannot redirect a package to a completely different address.
What should I do if my OnTrac package is lost?
Contact your retailer first. They have more direct recourse with OnTrac. If the retailer cannot help, use the Wink assistant on the OnTrac website to file a formal investigation with your tracking number, delivery address, and order details. Keep all confirmation emails as documentation.
How do I get text alerts for my OnTrac delivery?
Track your package on ontrac.com, then click “Get Text Alerts” or “NotifyMe” next to the shipment progress section. Enter your mobile number and opt in. You will receive SMS updates at each key delivery milestone.
