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OnTrac tracking: numbers, statuses and missed deliveries

7 min read

Peek is an independent tracker, not OnTrac. It shows what OnTrac’s own tracking publishes.

OnTrac is a US last-mile carrier that delivers online orders for retailers and brands in 35 states and Washington, D.C., and since its 2021 merger it includes LaserShip. Track a parcel on ontrac.com/tracking with the tracking number, or paste it in the box above. The number comes from the shop: it's on your order page or in the shipment notification email.

OnTrac tracking number format and where to find it

OnTrac says its tracking numbers begin with C, D, 1LS, LS, LX or BN. No number on the order page or in the email? OnTrac says to ask the retailer; finding a tracking number lists more places to look. An order number won't work.

OnTrac publishes no lengths. The shapes Peek knows, with invented digits:

Shape (invented)What it is
C11234567890124C and 14 digits, ending in a check digit
D10000000000003D and 14 digits, ending in a check digit
LX12345678LaserShip: L, then A, E, H, I, N or X, and 8 digits
1LS123456789012LaserShip: 1LS and 12 to 14 letters or digits
AD123456789A shipper's reference, not OnTrac's own number

LaserShip's website now redirects to ontrac.com, so a LaserShip number is tracked there too. A number starting D with only 10 digits, or a plain 12-digit number, belongs to other carriers: check which carrier the shop's email names.

A new number can show nothing at first: OnTrac asks you to allow at least 1 to 3 days after the shipping email for updates to appear, since some shippers take up to 24 hours to send their data.

What OnTrac's tracking statuses mean

OnTrac's site is in English only. Its tracking page shows a headline (such as Delayed with a date, or Pending Data), the latest event explained, and a history with the date, time and city of each scan. The events a parcel usually meets, in order:

OnTrac's statusWhat it means for you
On its way to OnTracOnTrac has the label data but not the parcel yet.
Origin ScanOnTrac has received the parcel and it's on its way to your local OnTrac facility.
Arrived at FacilityScanned at an OnTrac facility on the way.
Arrived at Final Servicing FacilityIt's at your local facility, being prepared for delivery.
Loaded onto vehicleLoaded onto a vehicle.
Out for DeliveryWith the driver today.
Package DeliveredDelivered.
Delivery PendingThe driver tried but didn't leave it, often for a security concern or a signature. OnTrac will try again.
Business closed. Please provide hoursThe business was closed. OnTrac reattempts up to 3 times and wants your opening hours.
Incomplete address. Please contact usOnTrac needs more address details within 3 business days, or the parcel may go back.
Details needed. Please contact usThe parcel is held until you give details, also within 3 business days.
Order has been transferred to another carrierOnTrac passed it to another carrier, which it doesn't name.

Two lines confuse people. LABEL CREATED, TRACKING DETAILS WILL BE AVAILABLE ONCE THE PACKAGE ARRIVES AT THE ONTRAC FACILITY and Waiting for package from shipper. both mean OnTrac hasn't received the parcel: the shop has made a label, nothing more. And for Order has been transferred to another carrier, OnTrac's headline says Delivered, yet the parcel has only gone to another carrier. After Delivery Pending, the headline reads Delayed with a date.

OnTrac delivery times and missed deliveries

OnTrac usually delivers to homes between 8 a.m. and 9 p.m. local time on the scheduled day, and some service areas get deliveries on Saturdays and Sundays in the same hours.

Missed delivery. OnTrac makes up to three attempts, then returns the parcel to the sender. The next try should come within 1 to 2 business days, never the same day.

"Attempted" but you were home. Check the ship-to address on the retailer's site, then send corrections, delivery instructions or a gate or access code to Wink, OnTrac's virtual chat assistant, with your tracking number. Instructions sent once the parcel is out for delivery may only apply to the next attempt.

Changing the address. The retailer has to approve it, so ask the shop.

Holding it for pickup. OnTrac holds a parcel at the local facility only when the sender or recipient has asked; bring the tracking number and photo ID. OnTrac's site lists no pickup points or lockers.

Text alerts. Track the parcel on ontrac.com and choose "Get Text Alerts" (NotifyMe) for a text when it's out for delivery, when there's an attempt and when it's delivered. Reply STOP to end them. The tracking page can also show a delivery photo.

OnTrac package delayed, not updating or missing

No update. If the status hasn't changed in 3 business days, OnTrac asks you to contact the retailer, then Wink if you need more help. The guide to tracking that isn't updating explains why scans stall.

Delivered but not there. Under your result on ontrac.com, choose "Tracking shows delivered; no package" in the "Have a question?" form, or open a ticket with Wink. OnTrac emails you a case number and asks for up to 48 hours to investigate. If more than 2 business days pass without news, contact the retailer. More steps in delivered but not received.

Damaged, lost or late. The same form offers "Package was delivered damaged" and "My delivery is delayed" when they apply. Claims, though, go through the shipper: OnTrac's terms say the company that sent the parcel files them, and you ask it for a replacement or refund.

OnTrac customer service: chat, text and hours

OnTrac's channels for recipients, as listed on its FAQ and support pages on October 15, 2026:

  • Chat with Wink, the red chat icon at the bottom right of ontrac.com. You need a valid tracking number.
  • Text "start" to 703-348-8441 to track a parcel or open a case. Text only; rates may apply.
  • Form: the "Have a question?" form under your result on the tracking page.
  • Hours: Monday to Friday, 8 a.m. to 9 p.m. Eastern; Saturday and Sunday, 8 a.m. to 8 p.m. Eastern. Closed on Christmas Day and New Year's Day; the support page adds December 26.

OnTrac lists no phone line to call and no customer email.

Tracking OnTrac parcels with Peek

Peek names OnTrac at once for numbers starting C1 or D10 that pass OnTrac's check digit, and for LaserShip's LX-style and 1LS numbers. For other C or D numbers with 14 digits, Peek asks OnTrac and names it when OnTrac knows the number. Peek doesn't recognise OnTrac's LS and BN numbers: choose OnTrac with "Change". An AD shipper reference is offered to GLS Italy; pick OnTrac with "Change", and OnTrac finds the parcel, which Peek then shows under OnTrac's own number. A link from ontrac.com with the number in it works too.

Peek reads the tracking service behind OnTrac's page and shows the status, each scan with its town and state on a map, the expected delivery, the delivery time, the weight and the dimensions. Times are exact. It leaves out the recipient, the signature and the delivery photo. Statuses appear as OnTrac writes them. Order has been transferred to another carrier stays in transit in Peek rather than delivered, and as OnTrac names no next carrier, Peek can't follow the parcel there. Peek checks every 10 minutes, every 2 minutes once the parcel is out for delivery, and can notify you when the status changes.

Questions about OnTrac tracking

What do OnTrac tracking numbers start with?

With C, D, 1LS, LS, LX or BN, says OnTrac. The C and D ones Peek knows are 15 characters long.

Why is my OnTrac tracking not updating?

OnTrac asks you to allow at least 1 to 3 days after the shipping email for scans to appear. If an active parcel's status hasn't changed in 3 business days, OnTrac asks you to contact the retailer.

What time does OnTrac deliver?

Between 8 a.m. and 9 p.m. in your local time zone on the scheduled day. Some areas also get deliveries on Saturdays and Sundays.

Does OnTrac have live tracking?

OnTrac shows each scan with its date, time and city, and NotifyMe texts tell you when the parcel is out for delivery, attempted and delivered.

Is OnTrac legit?

Yes. OnTrac started in 1991 as California Overnight, merged with LaserShip in 2021 and is a preferred carrier for Amazon sellers who ship their own orders.

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