OnTrac Reviews & Complaints

Have you received a package through OnTrac or the former LaserShip brand? Share your firsthand experience with tracking, delivery attempts, package condition or customer support. Rate your experience on ZeroStars from −5 to +5, including 0.

ZeroStars is an independent review platform and is not affiliated with OnTrac. Posting here does not contact the company, open a delivery investigation, submit a shipment claim or request a refund.

OnTrac delivers online orders for retailers and direct-to-consumer brands. LaserShip and OnTrac announced in March 2023 that they would be jointly marketed under the OnTrac name. This page welcomes experiences associated with either name.

When describing an older LaserShip delivery, include the approximate date so readers can distinguish a historical experience from a recent OnTrac shipment. For current package help, use the official OnTrac tracking and support routes below.

Enter the carrier tracking number on the OnTrac tracking page. Its shipment display can show the latest event, delivery history and available delivery-photo information. Save a screenshot when reporting an unexpected status.

OnTrac’s FAQ says “Label Created” means it has not received the package. If a status remains unchanged for three business days, it advises contacting the retailer. Ask the seller to confirm handoff rather than assuming a shipping notification proves carrier possession.

Keep the store order number and carrier tracking number separate. When following up, state the last scan date, expected arrival date and whether the package is delayed, marked delivered or returning to the sender.

Review any available delivery photo and location details. Check other entrances, sheltered spots and whether household members or building staff accepted the parcel. If the image appears to show a different location, describe that discrepancy in your report.

OnTrac’s support guidance directs recipients to open a missing-package inquiry through tracking or chat. Keep the emailed case reference and watch for follow-up instructions. If more than two business days pass after the inquiry without an update or a located package, OnTrac advises contacting the retailer.

Give the seller your case reference and explain what you have already checked. Ask for its next step and the information it needs to review a replacement or refund. An investigation does not itself guarantee either outcome.

Use Wink, OnTrac’s virtual assistant, to submit delivery instructions with a valid tracking number. Its FAQ warns that instructions added while a package is out for delivery may not reach the driver until a later attempt. It also says same-day reattempts are unavailable.

For a delivery-address change after shipping, contact the retailer for approval. Adding an access code or entrance description is different from changing the destination.

If you dispute an attempted-delivery scan, explain the specific issue and confirm the shipping address on your order. Provide gate codes privately through official support. Do not post building access information or a home address in a public review.

Photograph the carton, label, packing materials and affected contents before discarding anything. Make a list of missing or damaged items and keep the purchase confirmation. Report the problem promptly to the retailer, and use OnTrac support to document the delivery issue.

A damaged shipping box and a defective product are different observations. Describe both if relevant, without assuming where the damage occurred. Ask the seller whether an inspection, return or additional photos are needed before sending anything back.

OnTrac’s shipment-claim guidance says formal claims must be submitted by the shipper. Recipients should contact the company that sent the package to arrange a replacement or refund. You can report a delivery problem to OnTrac, but that support ticket is separate from the shipper’s formal claim.

The published service terms place the claim form and supporting-document responsibility on the shipper. Ask your retailer to confirm the applicable claim requirements promptly. If you directly purchased shipping, identify yourself as the shipper when requesting the correct process.

A late shipment does not automatically establish a refund entitlement. OnTrac’s published standard terms do not guarantee delivery by a particular day or time. For an online purchase, ask the retailer about the delivery promise made at checkout and its resolution of your order.

Keep the carrier case, merchant correspondence and any return authorization together. Ask whether the merchant is proposing a replacement, a refund or further investigation, and save its response. Do not assume that refusing delivery automatically cancels the purchase.

Positive, negative and mixed experiences are welcome. Include the approximate delivery date, what tracking showed, what actually happened and how support responded. Distinguish OnTrac’s handling of the delivery from the retailer’s response to your order problem.

Describe your own observations, avoid unsupported accusations and explain the outcome. If the parcel arrives later or the retailer resolves the issue, update your review. Do not publish full tracking numbers, private contact details or unredacted labels.

Read reviews of UPS, DHL and FedEx, or browse the Shipping & Delivery category.

LaserShip and OnTrac announced a shared OnTrac brand in 2023. Reviews of both are welcome here; include the date of your experience.

No. Ask the retailer to confirm that it handed over the shipment.

The retailer must approve a delivery-address change. Contact it promptly.

The shipper submits the formal claim. Recipients can open support inquiries and ask the seller about a replacement or refund.

It is text-only. Use the website chat for further assistance.

No. Contact OnTrac separately for package help and the retailer for order resolution.