OnTrac: lost package
Open an inquiry for "delivered, no package"; after 2 business days with no answer, go to the retailer, who must file any claim within 15 days.
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.
Collect
- tracking number
- order number
- delivery photo or delivery scan
- OnTrac case number
Steps
Open an inquiry with the tracking number (choose "Tracking shows delivered; no package" when offered), or text "start" to the support line. Save the case number.
If there is no update or location after 2 business days, contact the retailer for next steps.
Ask the retailer to resend or refund. Only the shipper can file a claim with OnTrac, and it has 15 calendar days from the expected delivery date.
If the retailer does not refund or resend, dispute the charge with your card issuer.
More contacts for this issue
Facts you can cite
- Process
If a package is marked delivered but not found, submit an inquiry; if there is no update or location after 2 business days, OnTrac says to contact your retailer for next steps.
Source: ontrac.com, verified 2026-10-12
- Deadline
Under the OnTrac Terms, the shipper must file shipment claims within fifteen (15) calendar days of the anticipated due date of the shipment, with OnTrac's claim form, supporting documents and an invoice showing the replacement cost.
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
Written complaint
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 setup2. Ask your agent:
My OnTrac package shows delivered but never arrived. Use Escalate Anything to get a refund or a replacement.Source code, other install options and the Claude Code plugin