OnTrac: item arrived damaged or defective

Photograph the item and packaging and ask the retailer; only the shipper can file an OnTrac claim.

BCredibility B · last verified 2026-10-12 · 100% official or government sources

What does this mean?

Grade B (good: mostly official pages; check the flagged values before relying on them). 100% of 9 sources are the organization's own pages or government sites; only 9 sourced values, so the entry is thin.

All OnTrac contacts Open in the interactive directory JSON

Collect

photos of the item and packaging
order number
tracking number

Steps

Photograph the item and packaging before you discard anything.
Ask the retailer for a replacement or refund. The retailer (shipper) files any claim with OnTrac within 15 calendar days of the expected delivery date.
You can also report the delivery problem to OnTrac through the inquiry form.
FormPackage inquiry and complaint form (on the tracking page)

Facts you can cite

Policy
The OnTrac Terms state that the Shipper shall file any Shipment Claims.
Source: ontrac.com, verified 2026-10-12
Limit
OnTrac's liability is limited to the lesser of the actual replacement cost, $100 per parcel, or $250,000 per truckload.
Source: ontrac.com, verified 2026-10-12
Policy
OnTrac says LaserShip merged with OnTrac in 2021, and the combined transcontinental delivery service launched on July 27, 2022.
Source: ontrac.com, verified 2026-10-12

If that fails, escalate

Go up one step at a time. Keep the reference numbers and dates from each contact.

Customer service
FormPackage inquiry and complaint form (on the tracking page)
Written complaint
FormPackage inquiry and complaint form (on the tracking page)
Only the shipper can file a claim with OnTrac. Ask the retailer to file it.
Card or bank dispute
Fair Credit Billing Act billing-error and purchase-dispute rights (Regulation Z)
Electronic Fund Transfer Act error resolution and unauthorized-transfer liability (Regulation E)
Dispute with the seller who shipped the item.

State agencies for this sector: your state’s attorney general. Find yours in the list of state agencies, or as JSON in states/<code>.json (for example states/ny.json).

Watch out

No voice phone number is published; the 703-348-8441 line is text-only.
Recipients cannot file claims; only the shipper (usually the retailer) can.

Let your AI agent handle this

Escalate Anything is a free, open-source MCP server for Claude, Cursor, VS Code, Gemini CLI, Codex and other AI apps. Your agent gets this playbook, keeps a case log with reference numbers and follow-up dates, and drafts each message for you to approve.

1. Set it up (needs uv):

uvx escalate-anything setup

2. Ask your agent:

My OnTrac order arrived broken on [date]. Use Escalate Anything to get a refund or a replacement.

Source code, other install options and the Claude Code plugin