For OnTrac a package missing in transit, start with the latest official tracking event and the shipment 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.
What to do next
Work through these steps in order. Keep the carrier inquiry separate from any request for a seller refund or an insured claim.
- Identify whether only milestone scans are expected.
- Open OnTrac tracking inquiry with a valid tracking number.
- Keep the OnTrac ticket and share with retailer.
- Keep inquiry number and proof; ask the merchant for order-level relief if a carrier claim does not pay you directly.
Who can act and who may be paid
The roles recorded for this carrier are: recipient for inquiry, retailer for commerce resolution. An online inquiry may be open to a recipient even when the shipper controls a money claim or receives an approved payment. Check your shipping agreement and ask the merchant to take the carrier step if access is restricted.
Deadlines and service limits
| 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.
Use the named service on the label or order, not the carrier logo alone. A last-mile handoff can also change which company has the parcel.
What to save
- Last physical tracking event
- Shipping confirmation
- Order confirmation or receipt
Save the full tracking timeline, order receipt, and any case number on your own device. Submit private records only through the official carrier or seller account.
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
- DHL US Shipping FAQ Official source · checked 2026-11-02
Policies and contact routes can change. Verify the current US terms and the actual service before filing.