OnTrac tracking, missing-package help, delay advice, and claim options depend on the exact service. OnTrac opens an inquiry on tracking, then if still unresolved after more than two business days, the recipient should contact the retailer.
Before you act
Check the exact carrier, service, role, and date in the official order or tracking page. A support inquiry, carrier claim, and seller refund are separate paths.
Choose your situation
Carrier-specific points
- For delivered-not-received, choose Tracking shows delivered; no package.
- OnTrac requests up to 48 hours to investigate.
- Retailer handles the subsequent consumer resolution.
These details can change with the shipping product, claim role, and date. Keep the original mailing or purchase record.
Service and handoff differences
Check your shipping label or order for the exact service and possible last-mile partner.
Selected official time windows
| Procedure | Timing | Scope |
|---|---|---|
| OnTrac follow up after investigation | No universal numeric deadline; verify the current terms | Delivered but not received with OnTrac investigation started |
A filing window is not a finding of eligibility or a promise of payment. Calendar days, business days, and calendar months are different.
Official next step
Use the company website directly. Do not use a link from an unexpected delivery text or email.
Official sources and checking date
- OnTrac Support Official source · checked 2026-11-02
- OnTrac FAQ Official source · checked 2026-11-02
Policies and contact routes can change. Verify the current US terms and the actual service before filing.